Frequently Asked Questions


Do I have to be registered to use the website?

You can browse our products online and order as a transaction guest without having to register. However, if you would like to receive newsletters and also have the site remember you for your next visit we recommend that you do register. All we need from you are some basic details such as your name and address. We do ask you for your email address and phone number so that we can contact you about your order, but we will only use these in relation to your order, and occasionally our couriers may contact you by phone if they are having difficulty delivering your parcel. You can change your privacy settings in My Account to determine whether or not we can pass on your details to anyone else.

What is the delivery time?

We aim to dispatch all orders within 2–5 working days of the order being placed. However, at busy periods such as Christmas and during a sale, the dispatch time can take a little longer. If you are in a hurry for your order, please contact us via the address. For more details please see delivery information.

Can I send items as gifts to a different address/to my place of work?

We can dispatch your parcel to any address, including your place of work. However, if you have paid by credit card we do need to have your invoice address (where your card is registered) to authorise your payment. Please ensure that we have both addresses.Please note that if delivering via one of our preferred couriers we will require a physical address where someone can sign for the goods.If you would prefer to have us deliver to a PO BOX we will only be able to deliver via the post office.

What happens if I don't like the items that I receive?

Our reputation depends on the accurate illustration and description of products in our catalogue. We aim to portray all items honestly and accurately, both in the image and the text. However, if you are disappointed with any of the items in your order, or if they are not as you expected, you can return them within 7 days after receipt, for a full refund. In the case of defective items, please notify our returns department on 

I registered on your website a while ago, but now I can't remember my password. Help!

Don't worry. Simply go to the login page and click on the help link. All you have to do is type in your email address and you will immediately be emailed with instructions and a new password.

I was halfway through placing a large order on your website when I lost my connection. Do I have to start all over again?

If you were logged in when you started your order, your basket will have been saved. Simply login, go to My Account and click on Previous Baskets. From here you can reload your basket and proceed to the checkout, or carry on shopping.If you have lost your connection and then come back on to the website, you will be prompted if you were halfway through a basket before being cut off, allowing you to resume from where you finished. This does depend on your computer set up and whether you have cookies enabled.

I've heard a lot in the news about security issues, and my friends have told me not to give out my card details online. How secure is my data?

Your personal information is completely safe. Please see our dedicated Security Page for more information

I'm not sure if I've registered or not. How can I tell?

To log in, you need to know your email address and password. If you cannot remember if you are registered, click on the forgotten password link on the login page.

Can I put some things in my basket and save them until I'm ready to order?

You need to be registered on the website in order to use this feature. All you need to do is add items to your basket, and they will then remain there until you are ready to order. If you close your browser session, you can reload your basket.Simply login, go to My Account and click on Previous Baskets. From here you can reload your basket and proceed to the checkout, or carry on shopping.Your baskets will not be saved for longer than 30 days.

How do I track my order once it's been placed?

Firstly, by logging in to your account you can view the status of your order by clicking on My Orders. If your parcel has not been dispatched and you have an enquiry, please contact us on +27 11 021 7640 or email us on If your order has been dispatched you will receive an email once your parcel has reached our courier; by following the link you will be able to track your parcel. If you have any questions or concerns, please contact our friendly and knowledgeable Customer Support Team.

Can I add to my order after I have sent it?

Unfortunately not. Once you have completed your order, it goes so quickly through the system that it is impossible to add or delete things. Please double-check your order before you click the final Send button.

After ordering from some mail order companies, I have been swamped with junk mail. How can I stop my details from being passed on to other companies?

When you register on our website you will be asked whether you want us to pass on your details or not. This is then transferred to our database. If you have already registered, and are not sure of your selection, please check your Privacy Options in My Account or Email with your details and we will update your records

Can I find all products which are online in-store and vice versa?

We would love to showcase all our designs online and ensure that all our stores mirror stock. However we cannot always guarantee this. We would suggest that if you are looking for a product in particular you either use the store finder to locate your closest store and give them a call or contact us directly via Contact Us. We endeavour to do our best to help locate it for you.You might also see that some lines are exclusive to the web site. These items can only be purchased online.