Terms and Conditions

Payments

PAYMENT

Payments can be made via PayFast or EFT with any major South African bank.

Payment via EFT must first show a positive balance before the order is finalised.

Once payment has been confirmed, the order will be finalised and delivered by our courier company.

An order number or name/surname should accompany a payment and confirmation should be sent to us.

Any cash deposits will have to cover bank charges, as we cannot be charged additionally.

Proof of payment can be emailed to casey@candyflosscotton.co.za or info@candyflosscotton.co.za

 

Shipping Policy

DELIVERY

Deliveries will take place from Monday- Friday between 8am – 5pm.

Deliveries will only be made to the primary delivery address selected by the client.

Delivery will usually take place within 3-5 working days from the date your order is placed – excluding public holidays and weekend. If payment is made and received on a Friday, the parcel will be dispatched the following working day.

If payment is made directly by EFT into our account, the funds would need to be cleared before an order will be dispatched. The turn-around time is usually 24-48 hours. Once payment has cleared, your parcel will be processed for delivery.

We cannot be held liable for any delays due to weather, strikes, political unrest or any internal problems within the courier company.

Customised orders can take up to 14 days, or more – depending on the scope of the order.

If there is no answer at the delivery address when delivery takes place, the parcel will be kept in possession of the courier company and an attempt will be made to re-arrange delivery on the same day, or alternative arrangements will be made to deliver at a later date.

We make use of the Courier Guy for delivery and shipping.

Our courier costs vary from city to city, outlying areas will be charged according to the courier company’s rates.

Larger/heavier parcels may be subject to an increase in courier costs. You will be notified of any changes before your parcel is dispatched.

 

Returns & Refunds Policy

RETURNS AND REFUNDS

Our returns policy covers 30 (thirty) days. If 30 days have lapsed by since your purchase, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain circumstances where only partial refunds are granted.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank account again.
Then contact your bank, it may take some time before your refund is officially processed. There is often some processing time before the payment is refunded.

If you’ve done all of the above and you still have not received your refund yet, please contact us at casey@candyflosscotton.co.za

Sale items (if applicable)

Unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at casey@candyflosscotton.co.za

Gifts

If the item was marked as a gift when purchased and couriered directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order couriered to themselves to give to you later, we will send a refund to the gift giver.

You will be responsible for your own courier costs for returning an item/s. Courier costs are non-refundable. If you receive a refund, the cost of return courier will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you have ordered an item over R750, you should consider using a trackable courier service or purchasing insurance.

Candy Floss Cotton cannot be held liable for returned items which do not reach us.