Please let us know!

If you have not had an exceptional experience, or are not happy with the level of service you have received, please contact us and we will contact you as soon as possible to resolve the matter.

1. Shopping

Are your prices in South African Rand (ZAR)?
Yes, all pricing is in South African Rand.
Do your prices include VAT?
Yes, all prices are inclusive of VAT.
Do I need to enable cookies in my browser?
Cookies are the name of small amounts of data that are sent from a website to your browser, while you browse the website. They are then stored on your computer's hard drive. Your browser's preferences usually have cookies enabled (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'logout' link in the top right hand corner of the page.

To find out more about how we use cookies, please see our Privacy Policy.

What should I do when I am finding it difficult to order from your website?
Take a look at How To Buy. Also, make sure you have an up-to-date browser when using our website. If you are still experiencing difficulties, then contact Customer Care or send an email to wholesale@naturedirect.co.za
Who do I contact when I need personal assistance with my order?
You are welcome to contact Customer Care. Customer Care exists to assist you with your order or any other enquiries you may have.

2. Your Account

I want to register as a new stockist. How do I do this?
You can speed up the checkout, register various delivery addresses, and track your orders by creating a customer account.
  • Click on My account, located on the top right hand side of the page. You will be directed to a new page where you will find the ‘New customers’ button.
  • Click ‘create an account’ and enter details as requested and then click ‘submit’. Registration should now be complete! You will receive a confirmation e-mail to the address you registered with.
How do I update the details (email and delivery addresses, newsletter subscriptions, etc.) of my account?
  • Click on My account, on the top right hand side of the page. You will then be directed to your account details.
  • Scroll down to find your account information, with more details accessible using the links on the left.
  • Click ‘edit’ next to ‘contact information’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details are changed.
How do I unsubscribe from email newsletters?
Any newsletter emails you receive from us have an option to unsubscribe at the bottom of the newsletter. Click on that option and you will not receive future newsletters any more. Note that you will still receive emails during the processing of orders you place on this website, such as delivery details.

3. Stock

What do I do when the item/s I wish to order are out of stock?
You are welcome to contact Customer Care. We pride ourselves in managing our supply well but it is not infallible.

4. Checkout and Payment

How can I pay?
You can pay by:

EFT (electronic funds transfer)

  • Note that we can accept payments from foreign bank accounts, but these payments need to clear South African Reserve Bank foreign currency controls, which can delay payment receipt and order processing by several business days. Please be sure payments allow for bank charges that will be incurred, as they are for your account.
How do I know if my order is successful?
Successful transactions are followed by a confirmation page on the website, as well as an email that is sent to you, which includes an order tracking number. Should you not receive such an email after sending us payment confirmation please:
  • Check the “spam” or “junk mail” folder of your email account.
  • Verify the order status by viewing it in your account, accessed via My account at the top of this page.
  • Should you still experience problems, contact Customer Care to confirm your order.

Please do NOT re-order your product without completing the above steps, as you may otherwise receive duplicate orders.

5. Delivery

How long does it take for delivery?
Our delivery times are within 3 - 5 working days. We always aim to deliver on time, but sometimes things happen that are beyond our control and therefore we are unable to fully guarantee that all orders will be delivered within the stipulated time frame. See more about our deliveries
What is the postage & handling charge on orders?
See our delivery details for full details on delivery fees.
What is the status of my order?
Please use the tracking ID in your confirmation email to track the status of your order, or view the order status in your account, accessible from My account at the top of any page. If you have any difficulties with this process, please do not hesitate to contact Customer Care.

6. Defects and Returns

What do I do with damaged, defective, or incorrect items?
We try to always provide the highest level of service possible. If there is a problem with your order, please begin by contacting Customer Care immediately; or simply send us an email. Provide as much information as you can about the problem, including:
  • Your order number,
  • The affected products,
  • Your expectations i.e. refund or replacement.

A Customer Care Specialist will respond to you as quickly as possible.

NB!! Please DO NOT DISCARD ANY ITEMS unless you have been directed to do so by a Customer Care Specialist.

When you receive your order, it is IMPORTANT that you check to make sure everything is in good condition (i.e. not damaged or defective) and let us know right away if there is a problem with your order.

Items returned after 15 days will not be refunded.

For more information, please see our Returns Policy, or contact Customer Care for further assistance.

Do I get a refund if I don’t approve of the product after I have received it?
We make sure that all of our products on the website come with a highly accurate description and image, so as to avoid confusion. If you are still not satisfied with the item you have received, you may return it sealed, within 14 days of receiving the item. The item must be returned in its original packaging. Contact us for accepted methods of returning products.
What are your delivery and returns policies?
Our delivery and returns policies can be viewed here: Delivery Policy | Returns Policy