Frequently Asked Questions
Do you offer free shipping?
Yes! We’re so excited to offer free delivery via our trusted courier on orders over R800 to main cities in South Africa, which includes Cape Town, Gauteng and KwaZulu-Natal.
How much is shipping?
On small baskets under R800, we offer a standard courier service at a cost of just R85 to deliver to any address in Cape Town or R95 to deliver to any address in Gauteng or KwaZulu-Natal.
We offer a standard courier fee of R125 for outlying towns or remote areas, which includes Port Elizabeth, East London, Bloemfontein, Klerksdorp, Rustenburg, Vereeniging, Witbank, Polokwane and Nelspruit.
When will my order ship and how long will it take to arrive?
We aim to dispatch your order within 1 working day from when order is placed. Delivery within Cape Town takes between 1 and 2 working days and all other areas outside of Cape Town between 2 and 3 working days.
What countries do you ship too?
At the moment we only ship within South Africa.
I live outside of South Africa. Can I still purchase?
I need to change my shipping address. What do I need to do?
If you’ve made a mistake or need to change the shipping address for your order, please contact us with your order number before your order is shipped. Once your order is scheduled for delivery, we are unable to make any changes. Please double check that your delivery address details is correct at checkout. Should you enter the wrong address, unfortunately we will need to re-charge for delivery if your order is returned to us. Should an order be returned to us undelivered, we’ll inform you of this and we can either re-charge for delivery and resend your order or we can process a refund, deducting the shipping costs. Please see our returns and exchanges policy for more information.
Can I track my order?
No need to wait in anticipation. It’s easy to track your order. Once your order is scheduled for delivery, we’ll send you an order confirmation email which will include your tracking number. Some email service providers consider these automated emails as spam, so please check your spam folder in case the message has ended up there. Using your tracking number, you can track your order on the Order Tracking page every step of the way.
I think my order has gone missing. What should I do?
I received an incorrect item. What should I do?
Whilst extra care is taken in packing your orders, should you receive an incorrect item due to human error, please contact us. We will arrange for the correct item to be sent out to you immediately and collect the incorrect item when we deliver the correct item to you.
Frequently Asked Questions
How do pre-orders work?
Good question! Items are put on pre-order for a few reasons. Sometimes we sell out of something because our shoppers have loved it so much and our new order hasn’t yet arrived. Other times, we’re launching a new brand and we too excited to let you wait until it arrives on South African soil, so we give you the option to order and get it delivered as soon as we receive it.
A lot of our products come from around the globe which means they can take up to 31 working days to reach us. If we’ve loaded an item as a pre-order, we will always include an expected delivery date.
When will a product be back in stock?
If an item is sold out, we’ll try our best to restock it as soon as possible. In the meantime add it your wishlist or on the item page click on ‘email me when available’ and we’ll notify you as soon as the item is back in stock. Your email address will never to be shared with anyone else.
I have a product suggestion. Who do I tell?
If there are any products you’re looking to buy that aren’t currently stocked at Make Believe Co., please feel free to contact us and we’ll see what we can do! Similarly, if you are a distributor or manufacturer and you have a product you think we may be interested in stocking, we’d love you to get in touch with us and tell us a little bit about yourself and your brand.
Frequently Asked Questions
Is your online store safe and secure?
Placing an order online with Make Believe Co. is safe and secure. We do not keep any record of your payment details and as you proceed to the payment page, you will be automatically transferred from our server onto PayFast’s SSL secured encrypted server. This means your payment details are turned into a long string of data so complex that no-one could decrypt it, and no one at the other end will have access to your details either. You’ll see the secure padlock symbol in your browser window.
We collect certain basic pieces of information that you give us through our online store, to allow us to process your order and provide any necessary aftercare. The details gathered are limited to your name, addresses, email address and telephone number. We do not and cannot store credit or debit card details. We will never share your personal information with third parties. We are not in the business of selling data to others and we do not send spam. In accordance to the GDPR regulations, you can always access, update or remove your personal data on the My Account page.
What payment methods can I use?
We use the secure and trusted Payfast gateway. Payfast process credit cards (Visa and MasterCard) and Instant EFT (bank transfers to any of South Africa’s four biggest banks that get instantly verified). It is 100% safe and you can read about PayFast, should you have any concerns.
I would love to send some feedback. Where should I send it too?
We really value any feedback you may have, and we love hearing from our customers. If you have anything to say about the items you received or service you experienced here, please contact us. The only thing we love more than customer feedback is photos! Please use our hashtags #makebelieveco on social media or email your beautiful snaps to email@example.com
What is your return and exchange policy?
Where do I insert a discount code?
Once you have your items in your basket you can select to Checkout. Once on the checkout page there is a box under your items for you to enter your code. Click apply and your discount amount will show.