FREQUENTLY ASKED QUESTIONS

1

Will you have stock of the items that I have ordered?

All efforts will be made to ensure that stock levels are adequately maintained. In the event of not having stock, you can contact our customer service department and one of our staff will be happy to assist.

2

Can I order online if I do not live in South Africa?

Unfortunately we only deliver within South African borders

3

How do I know if my order has been successfully placed or not?

On completion of an order and payment made, you will receive email confirmation and your order number. If paying by EFT, you will receive confirmation of your order and order number, once proof of payment has been received

4

My order has not arrived when I expected it to, what can I do?

Please allow 7 – 10 working days for delivery of your order, from date of payment. If you have not received your order within this time, please contact our customer service department and one of our staff will be happy to assist

5

How do I cancel an order?

Cancellation of an order can be done by sending an email to info@volpes.co.za, requesting the cancellation. Alternatively, you can call our customer service department and one of our staff will be happy to assist

6

Can I collect from my local branch instead of having home delivery?

Unfortunately not at this stage.

1

How long will it take for my order to be delivered?

Our delivery time is 7-10 working days, from date of payment.

2

What areas do you deliver to?

We deliver to all areas within South Africa.

3

What does delivery cost?

The cost of delivery is R90.

4

Is there a minimum order for delivery?

No. Minimum order quantities or amounts will not be a consideration for the placement of orders.

5

What happens if there is no-one home when you deliver?

Our courier will send a SMS confirming date and time of delivery. If there is no one home to accept the delivery, arrangements can be made for an alternative date or time.

1

Are my Credit Card details safe?

Yes. Besides using industry standard encryption techniques when processing payments, no card details are retained or recorded at the time of card authentication. Furthermore, the services of secure payment gateways are used as an additional form of security.

2

How can I pay?

Payment can be made in one of three ways, Credit Card, Instant EFT and/or Electronic Bank Transfer. Regrettably cash or cheques payment on product delivery will not be accepted.

3

Can I pay cash or cheques on delivery?

Unfortunately not. Regrettably cash or cheques payment on product delivery will not be accepted.

4

Banking Details

In the event that you selected EFT as your payment preference, please note the following:

Please transfer the Total Amount Including Shipping into the following bank account.

Reference: Volpes Order Number
Branch Name: RMB Corporate Banking (FNB)
Branch Code: 204109
Account Type: Cheque
Account Name: Tapestry Home Brands (Pty) Ltd
Account Number: 62737032954
Swift Code: FIRNZAJJ

To ensure an accurate and timeous order please ensure that you use the Volpes Order Number for the Bank reference. Please note that EFT payments maybe subject to clearance delays between 24 and 48 hours. We do not accept cheque deposits.

1

What is the return policy?

We stand behind the quality of our product and will accept returns, provided the following conditions are met:

• All returns must be made at your closet Volpes store
• We are contacted within 30 days of the goods being received in this period of crisis
• The product has not been used
• The product has not been washed
• The product has not been damaged or soiled in any way
• The product is still in its original packaging
• Volpes do not accept returns on duvet inners, pillows, mattress or pillow protectors due to hygienic reasons

As per the Consumer Protection Act (2011), customers are permitted to return goods within a period of 6 months, in the case of a manufacturing defect. Volpes reserves the right to have the product returned to us for inspection before a replacement is sent.
Custom-made items: Since each order is made to your individual specifications, we cannot accept any returns for any reason other than a manufacturing defect.
When contacting Volpes regarding a return, please include your order number and reason for return on the correspondence.
Online purchases may be returned to any Volpes store with a valid receipt and under the conditions that have been listed above.

2

How will I be refunded for items bought online?

We will refund you as per your payment option, once we have received the goods.
You can also visit your nearest Volpes store for a refund.

1

Why the need to Register on the site?

As a Virtual store, it is important that the best service is provided for clients by personalising the experience and ensuring that clients will qualify for any promotional activities, site developments and loyalty/reward based programs that will be implemented.

2

What happens if I lose my Password?

It is recommended that if in a case such as this, the client selects “Forgotten Password” at their earliest convenience in order to make the necessary changes and secure their user access.

3

Are my personal details secure?

Yes. When asked to share private details, such as personal or payment information, the information is encrypted and protected with the best encryption software in the industry – SSL (Secure Socket Layer). A lock icon at the bottom of your browser will be displayed, confirming that it is an encrypted page.

4

What is a Cookie, and why are they being used on this website?

A cookie is a small piece of information stored by the browser and the Operating System on your computer. It may contain some personal details, the contents of your shopping basket, and date and time information in an encrypted format, which can be recalled when you return to the website to speed up identification and ordering and delivery processes.

5

What happens if someone logs on using my details?

It is strongly recommend that personal login details and passwords are kept private to avoid anyone else logging onto the website. An option is available to change passwords in the “Forgotten Password” section of the website. In the event that someone, or there is suspicion that someone is accessing the site with your personal credentials please contact us at your earliest convenience as per the Contact Us details on the site.

6

Will I receive unsolicited e-mails and marketing information?

No. As part of the data capture process a client will be given the choice whether they would like to be kept informed or contacted in the event of special offers and/or promotions.

7

How do I change my address, contact details or marketing permissions?

Log on to the website and amend your details via the My Account option.