I HAVE A PROBLEM WITH THE PRODUCT RECEIVED, WHAT DO I DO?

If you received your order and have a query about the product, please reach out to the brand directly. 

If it is about the delivery, please review our FAQs below - many of the most common questions are answered there.

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I MISSED MY PARCEL. WILL THE DRIVER MAKE A SECOND ATTEMPT TODAY

The driver will be unable to return to you on the same day. Your parcel will automatically be returned to our hub. The tracking link shared via email and WhatsApp/SMS will be updated with details about the next attempt, within 24h.

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MY PARCEL IS MISSING.

We regret to hear that you did not receive your delivery. To begin, check the status of your delivery. If you require additional assistance, please contact our customer service team via the get help button below.

Our customer service department is open Monday to Sunday from 9 AM to 5 PM.

WHEN WILL MY ORDER ARRIVE?

The tracking link you received by email and WhatsApp / SMS provides real time updates on your delivery, including an estimated time of arrival.

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I HAVE NOT RECEIVED MY ORDER WITHIN THE ESTIMATED TIME FRAME.

We are sorry to hear that you have not received your package yet. Please try contacting the driver directly via the tracking link provided in the confirmation email and WhatsApp/SMS.

 
In case you are unable to reach the driver, please contact our Customer Service team on the get help button, and our team will be happy to assist you.

CAN I RESCHEDULE OR CHANGE THE DELIVERY ADDRESS?

You may be able to change the delivery address or date, depending on the status of your order. This is only possible for same-day and overnight deliveries; we cannot change instant delivery addresses while in flight due to rider safety. 
 

Click here to make a change to your order.

I WANT TO SUBMIT A COMPLAINT. HOW DO I PROCEED?

We understand that mistakes can happen from time to time and that you may be dissatisfied with the level of service you have received. If this occurs and you wish to contact us about your experience, our team is here assist you from Monday to Friday, between 9 AM and 5 PM.

Please get in touch using 
the get help button, providing as much information as possible so that we can handle your complaint as quickly and efficiently as possible.

We will try to resolve a complaint within 5 working days. We will work hard to keep you informed about the progress of your complaint.

WHAT WILL HAPPEN TO MY ORDER IF I AM NOT PRESENT TO RECEIVE IT?

If the brand you ordered from does not require a signature and nobody is home, our courier will attempt to deliver to a safe location or leave with a neighbour.

If the courier is unable to deliver, the order will return to our hub and attempt at the next day. If you requested instant delivery, your order will be cancelled and refunded.

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MY DELIVERY ARRIVED DAMAGED.

First and most importantly, we are sorry that your package arrived damaged.

Please get in touch 
on the get help button, sending a picture of the damaged item and a brief description. Our team will work quickly to support you and replace the damaged item.

I RECEIVED THE WRONG ITEM.

Please contact our customer service team on the get help button and we will get back to you as soon as possible.

PART OF MY DELIVERY IS MISSING. WHAT DO I DO?

Due to the size of your order, we may have divided it into multiple deliveries. If you only received one tracking number or if your parcel appears to have been tampered with, please contact our Customer Service team on the get help button.

I COULD NOT FIND AN ANSWER TO QUESTION.

Please contact us on the get help button and you will be able to submit your question to our customer service team, who will available to assist you between Monday-Sunday from 9 AM to 5 PM.

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