Welcome to our frequently asked questions page, here we hope to help you with any questions you may have regarding our site and processes and policy’s. If you do not see anything relating to your own personal query then please feel free to email firstname.lastname@example.org and we will answer any questions you may have.
Frequently Asked Questions:
Q: I really like the items on your store but I have never purchased online before and am unsure of how it works or what is expected, please can you advise me?
A: Ordering from our store is a simple and straight forward procedure. Once you have found the item or items you like simply click the add to cart button on that particular page. Once you are done shopping for items you can then click on the shopping cart icon in the top right corner of the site and review your items before you click the check out button. Once you click the check out button you will be taken to the next step which is filling out your shipping address so we know where to send your valuable goodies you have just ordered. When you have completed filling out that information you then click on the continue to shipping method button. On this page you will be able to choose your shipping method which will either be local or international and your choice will be based on your location, this page also adds our shipping fee to your order which you can review before continuing onto the payment method page. Once on the payment method page you can click on the complete order button which will then redirect you to a secure PayFast page where you can choose a payment option that will suite you. Once paid and completed you will receive a confirmation email with an order number that starts with VC and you will be able to use this order number if you have any queries regarding your order.
Q: Do I need a credit card to order from your store?
A: Credit cards are not the only form of payment we accept, the payment options available are the following: Credit or Cheque card – Instant EFT – Masterpass – Bitcoin – Debit Card.
Q: How long will it take to get my order?
A: Delivery time is dependent on your location. Orders are processed Monday to Friday between 09:00 & 15:00 which is the cut off time for courier collections for the day. If placed after 15:00 the order will be processed the following morning. Once collected by the courier you will receive a confirmation email which will contain all the necessary tracking details to track your parcel on its journey to your delivery address provided. A general guide line for delivery times for most major centers are as follows:
Cape Town to Cape Town: ½ to 1 Day Business Days.
Cape Town to Greater Western Cape Area: 2 to 3 Business days.
Cape Town to Johannesburg & Greater Gauteng area: 3 to 4 Business days.
Cape Town to Limpopo 4 to 5 days or 5 to 7 days depending on your exact location.
Please note this is just a guide & some order can take between 7 -14 working days depending on circumstances out of our control.
If you have received your confirmation email you can email www.fastway.co.za with your tracking number for any queries regarding changes to delivery address or exact date and time of delivery.
If you have not placed an order but are interested in getting a general delivery time to the area you stay in you can email email@example.com
Q: Do you ship overseas?
A: Yes, we do ship overseas. We use DHL to ship all over the world except the Russian Federation. To ship international just choose international shipping at check out when completing your order. Please note any import or duty fees that are liable from customs are not covered under your purchase amount.
Q: How do I know if a shirt or sweater will fit me or not?
A: Each garment has a size chart on the page. If you feel you are unsure of the instructions then please email firstname.lastname@example.org
Q: I have received my order but would like to exchange 1 or more of the products for something else, how do i do this?
A: In order to exchange an item there are a few things to note. All exchanges need to be communicated via email to email@example.com within 5 days of having received the item. The Item must be in its original packaging and in its original condition. The exchange can only take place if we have stock of what you are wanting in exchange for the item, otherwise we can offer your money back or you can choose another item for the same price. Sale items are not exchangeable due to limited stock and sizes so please make sure before you place your order.
Once the Exchange has been communicated via email we will walk you through the procedure of returning the item to our offices in Cape Town. It is important to note that YOU will be responsible for the shipping back of the product along with the new shipping fee to return the new item back to you. If you do not have a preferred courier service we recommend you contact www.fastway.co.za ( our courier of choice ) We will not be held responsible for any loss or damage to the product during its return journey and we will also not collect items from a post office or post net.
If you have not found your question here or if you do not understand any of the above answers, please feel free to mail us at firstname.lastname@example.org
As always, thank you for your continued support!!
The Vancokes Team!