Frequently Asked Questions

• Q › How do I order and buy online?

  A

  - You browse our online catalogue, and add items to your cart
  - You fill in your details online, and then pay via Credit card or EFT. Gift wrap options are provided at check-out. 
  - Once your payment has been processed successfully, you receive an email confirmation and we will deliver within 3-10 days depending on the product(s) ordered.

• Q › Why do delivery times vary so much?

  A

  We do not hold much stock, we have to wait for our suppliers to deliver your order to our warehouse, before boxing it and sending it on to you. We aim to deliver your order anywhere between 3 and 10 working days. Some suppliers deliver to us within a day or two, others take longer and if your item is hand-made to order (like some ceramics and decor items) it will take as long as the ‘artiste’ making it advises us! We give you estimated delivery dates for each product so please check them carefully before ordering.

  PLEASE NOTE that even if you have a product in your basket that applies for Express delivery, if there are other items in your basket that have a longer lead time, the total delivery will take the longer lead time - we regret we do not do split deliveries at this time.  If it is essential you receive the Express delivery product within 3 days then you must order that separately please. 

• Q › How much does delivery cost?

  A

  Purchase (without wrapping) exceeds R500: FREE.

  Digital gift voucher or experiential voucher (via email): FREE

  Purchase less than R500: R35

• Q › I want to send somebody a gift from your online shop - how does that work?

  AWhen you check out, you’ll see there is a space for your delivery address. If you want us to send the gift directly to your friend/family member, tick the ‘is this a gift?’ box and put their delivery address in here and we’ll send it to them directly. You can also choose to have the item gift-wrapped if you want and you may write a personalised gift message.

• Q › How can we pay?

  AVia Bank Transfer (EFT or direct bank deposit) or Credit Card (via our 100% secure online payment gateway facility. All credit card transactions take place on a secure (SSL) page and no credit card details are stored). Not the Mall reserves the right to stop any order / deny any sale it feels is unlawful or not genuine.

• Q › My package has not arrived – help!?

  APlease email us or call us on +27 (0) 84 900 4391 straight away and we’ll find out what’s gone wrong and fix it. The couriers we use are carefully chosen and strictly vetted by ourselves for their reliability so it’s rare to encounter problems, but hey, we are all human!

• Q › Where do you deliver?

  AAnywhere in South Africa. If you want delivery outside of South Africa, contact us to discuss it, but experience tells us that high delivery fees and the logistics and costs of cross border customs and controls will probably make it not worth your while.

• Q › How often do you get new products?

  APretty much on a monthly basis – if you sign up for our newsletter, you’ll be the first to know.

• Q › Do all your products carry a warranty?

  AIt depends on the brand / product that you've purchased, but in most cases there is. If you want to know for sure, just email us and we’ll confirm it for you

• Q › I’ve received my order but it's broken / you sent the wrong item. What happens now?

  AContact us immediately, since we will only replace items within 7 working days. We will arrange for the faulty/incorrect item to be picked up from you and we will deliver you a replacement as quickly as possible.

• Q › I’ve received my order, but i don’t like it and want to send it back.

  AWith the introduction of the new Consumer Protection Act, we are now obliged to comply with the ‘cooling off period’ of 7 days. So if you wish to return/exchange your order, you can if you wish. The return delivery cost to us will be for your account and MUST BE RETURNED WITHIN 7 WORKING DAYS - we will then either refund you or exchange your product(s) to the same value. See Terms and Conditions for more

• Q › Do you sell gift vouchers?

  AYes. We sell digital gift vouchers. If you buy one, we’ll email you the voucher and if it’s a gift, we can email it to the gift recipient on your behalf on a designated day.

• Q › I'm looking for something you don’t have on your site – can you get it for me?

  ALet us know and we'll do our best to try and source that product for you. If it’s a product by a brand we already list, it’s more than likely we can get hold of it for you. Remember we don’t list every single product by each brand since we don’t want our product catalogue turning into a tedious, 300 page book(!) but if you’ve seen something you like in the shops but want to buy it through us, we’ll do our best to help.

• Q › Are your prices competitive?

  AYes. Most suppliers provide recommended retail prices (RRP) and we adhere to these prices as do most other retailers.

• Q ›

  A