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FAQs

Do you ship outside of South Africa?

Not at this stage. Currently, we only offer shipping within South Africa.

To place an order online, simply browse our website, select the desired products, add them to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment information, and confirm your order.

An order can be cancelled before payment has been made. Please click on the “Cancel Transaction” button at checkout to cancel an order before payment has been made.

If you wish to cancel an order after you have completed payment, please email HayleenDP@exim.co.za.

We accept various payment methods, including credit/debit cards, and varied payment options through PayFast. Choose the option that suits you best during checkout.

Yes, once your order is dispatched, you will receive a tracking number via email. You can use this tracking number to monitor the status of your delivery.

We are committed to protecting your privacy and confidentiality. For information on how we handle your personal data, please refer to our POPIA (Protection of Personal Information Act).

We have a hassle-free return policy. If you’re not satisfied with your purchase, you can return the item(s) within 7 days for a full refund or exchange. Please refer to our Returns & Refunds page for more details

For any inquiries or assistance, please feel free to reach out to our customer support team via email at alexisd@exim.co.za / hayleendp@exim.co.za  or by phone at 021 511 4000. We’re here to help!

Third-Party Courier Delivery FAQs:

Who handles the delivery of my order?

We partner with trusted third-party courier service, The Courier Guy, to deliver your orders promptly and securely.

Delivery times may vary depending on your location and the courier’s schedule. You will receive an estimated delivery date at checkout and a tracking number once your order is dispatched.

In the unlikely event that your order is lost or damaged during delivery, please contact our customer support team immediately. We will work with the courier service to resolve the issue and ensure you receive your order.

Disclaimers and Liabilities:

Pricing variations: Please note that pricing is subject to change based on factors such as inflation, cost increases, and market conditions. We reserve the right to adjust prices accordingly, and we cannot be held liable for any discrepancies in pricing that may have been observed previously.

Delivery Delays: We are not liable for any delays in delivery caused by factors beyond our control, such as weather conditions, transportation issues, or unforeseen circumstances.

Third-Party Services: We rely on third-party courier services for order fulfillment and delivery. While we partner with reputable providers, we cannot be held responsible for any errors, delays, or damages caused by these services.

Customer Responsibilities: It is the customer’s responsibility to provide accurate shipping information and ensure someone is available to receive the delivery. We are not liable for any issues arising from incorrect or incomplete address details provided by the customer.

Returns and Refunds: Our returns and refunds policy applies to eligible products returned within the specified timeframe. Please review our policy carefully before making a purchase.

Returns and Refunds Policy:

At Exim, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free returns and refunds policy. Please read the following guidelines carefully:

Eligibility:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Certain products, such as perishable goods, gift cards, and custom-made items, may not be eligible for return. Please contact us for further assistance if you have any questions about the eligibility of your product.

Initiating a Return:

To initiate a return, please contact our customer support team within 7 days of receiving your order. You can reach us via email at alexisd@exim.co.za / hayleendp@exim.co.za  or by phone at 021 411 5000.

Please provide your order number and details of the item(s) you wish to return. Our team will guide you through the return process and provide you with a return authorization number (RAN), if applicable.

Return Shipping:

Customers are responsible for the cost of return shipping unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance to ensure the safe return of your item(s).

Returned items should be securely packaged to prevent damage during transit. We are not responsible for any damage incurred during the return shipping process.

Refunds:

Once your return is received and inspected, we will send you an email notification to confirm receipt of your returned item(s).

If your return is approved, we will initiate a refund to your original method of payment. Please note that it may take some time for the refund to be processed and reflected in your account, depending on your payment provider.

Contact Us:

If you have any questions or concerns about our returns and refunds policy, please don’t hesitate to contact us. Our friendly customer support team is here to assist you every step of the way.