FAQs

Where are you based?

In Durban, South Africa

 

Do you deliver internationally?

Yes we do. Please contact us on jeloactive@hotmail.com for shipping costs and delivery time, PRIOR to checking out :)

Note: Our company is not liable for item lost or damaged during the shipping process. We are not responsible for any custom-related costs or fees. We cannot guarantee that our product will clear customs. 

 

How long does the shipping take?

Normal registered parcel takes approximately 1-2 weeks. Note: it is not a door-to-door service. The registered parcel will need to be collected from your nearest Post-office or PostNet.

Overnight courier takes approximately 48 hours. This is a Door-to-Door Service.

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

Note: Our company is not liable for item lost or damaged during the shipping process. 

 

Can I collect the items from your office?

We do allow Cash on Collection under special circumstances ONLY. 

If you are in need of this service, send us an email on jeloacive@hotmail.com with the following information:

Your name

Your area of residence/school/work

Your order (item and amount)

 

Can I track my parcel?

Of course. Once the payment for your order has been received by us, you will be notified with the tracking number.

 

What is the payment window and when will my items be shipping after I made the payment?

Through Payfast, you will be able to make payment instantly as it accepts credit cards, cheque cards, Instant EFT (via Internet Banking), Masterpass and debit cards. We will then ship your item within 1-2 working days.

If you choose to pay via Cash Deposit or EFT, please kindly do so within 7 days of placing the order. We reserve the right to cancel the order and restock the item if payment is not received within 7 days. Once the payment reflects in our account (depends on your bank, it may take up to 3 working days), we will ship your items to you.

 

What is the return policy?

By purchasing our product, you automatically agree to our terms and conditions, including our return policy.  

Products qualify for return within 10 days of products being delivered.

Products purchased from us can be returned for a FULL REFUND if they have any manufacturer defects such as:

incorrect dye job

- loose stitching

- holes (due to incorrect stitching)

- open seam/hem

- asymmetrical 

 

Products purchased from us qualify for EXCHANGE if:

- size delivered is different from the size ordered

- colour delivered is different from the colour ordered

- style delivered is different from the style ordered

(Please note, customers are responsible for the shipping cost to return the product to our office)

 

Products that do not qualify for refund or exchange:

- underwear (including panties, briefs, bras, sportsbras, shape wear bottoms, activewear bottoms)

- items that have been soiled or washed.

- items that have been damaged/discoloured after dispatch from our office and not a defect from the manufacturing process

- items that are not bought from our store

- items that have been delivered for more than 10 days

 

 Refund Policy


Refunds (if applicable)
If you need to inquire for a refund, send us an email at jeloactive@hotmail.
If the refund is approved, then your refund will be processed, and the funds will be returned to you via EFT.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jeloactive@hotmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale and promotional items cannot be refunded.

Exchanges (if applicable)
If you need to exchange an item, send us an email at jeloactive@hotmail.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Can I buy in bulk?

Yes, of course. We can also provide you with a special bulk rate. Please contact us on jeloactive@hotmail.com for a quote.

 

Can I sell on your store?

YES! We offer exclusive packages to sellers who wish to sell their products on our platform. The packages include and not limited to online store display, social media marketing, email marketing, administrative services and more! Email us on jeloactive@hotmail.com for more information :)

 

 Can you advertise for us?

YES! We offer exclusive packages to individuals/businesses who wish to grow their customer base. The packages include and not limited to advertisement design services, social media display and marketing, email marketing and administrative services. Email us on jeloactive@hotmail.com for more information :)

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