FAQ

Payment Options

What are the different payment options?

Credit card using the secure online payment portal

Are my credit card details safe?

Yes!

Payfast, our payment processor, uses the highest standard of encryption when passing payment information between your computer and our website. We do not see your credit card details at all when paying by credit card.

Can I pay in a foreign currency credit card?

Yes. Our payment processor will accept a non-South African credit card; you will automatically be billed in your credit card statement with the equivalent value in your currency.

 

My Account Details

Forgot your Password?

You will be given three chances to enter the correct password, after which your profile will be locked. If this happens you will need to call our call 082 5799 611 to unlock your profile and reset your password. If you have forgotten your password, simply click on the link on the login page. We will then e-mail or sms you a link where you can reset a new password.

Can someone login using my details?

We strongly recommend that you keep your login details and passwords private so that only you can log on to our website. You have the option to change your password in the “My Account” section of the website. If you suspect that someone is accessing the site with your credentials please contact us.

 

Gifts

Can I send my purchase as a gift to another recipient?

Yes you can. For gift Napsack purchases simply enter the address of the person and their name when you enter the shipping address details.

 

Delivery

How is my parcel delivered, in South Africa?

All Napsack orders are delivered via door-to-door courier. On completion of your order and successful payment your order will be processed and dispatched, usually within 24 hours (or a Monday if ordered Friday afternoon or on the weekend). You will be e-Mailed a tracking number in order for you to track the progress of your parcel. Up to date tracking information can be obtained via either the UTi Sun Couriers website www.go2uti.co.za, or their national contact centre on 0861 80 30 80.

Generally parcels will be delivered to the main centres within 24 hours of dispatch or 2-3 working days for remote areas.

Your parcel will be delivered to the address you specified in the checkout process during normal working hours (Mon – Fri).  No deliveries take place over weekends, public holidays or after hours. Please take this into consideration when selecting your delivery address.

For delivery to take place someone needs to be present at the delivery address and they will be required to sign for the parcel. A delivery is considered complete once the parcel is accepted and signed for by you, or an individual on your behalf, at the specified delivery address. It is your responsibility to inspect the parcel on arrival for any visual damage and if such exists to make it known to the driver. You have the right to refuse the parcel if it appears opened, visibly tampered with or damaged.

Should no-one be available at the specified delivery address, after two attempts, the parcel will be returned to Napsack, whereupon we will contact you to arrange another or alternate delivery method. Please note that additional delivery charges will be incurred.

How is my parcel delivered, Internationally?

Your parcel will be sent via airmail using the postal service. This is a counter-to-counter service so your parcel will need to be collected from your local post office (they will notify you of a parcel awaiting collection). This service takes approximately 7-10 working days. It costs a flat fee of R300 regardless of the destination.

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

Please contact us and we will investigate

 

How To Buy Online

How do I register to buy online?

Simply click on the Register button. You will need to enter some basic information - it is really quick and easy and you only do this once. And don't worry, we will not share your personal details with anyone, and we will not contact you if you do not want us to. Your information is also safe with us, as we subscribe to the strictest security standards meaning your information is safe from anyone who is not authorised to see it. Once registered, simply select your items to purchase, go to the check out and follow the steps.

I have registered in the past, how do I enter the website as a returning customer?

Simply click on the login icon and enter your email address and password.

Will you have stock of the items I have ordered?

We do our best to make sure that we have stock on hand of everything offered on our website. If there is a product without the size option you would like this means that size is out of stock. We update the website weekly and monitor stock of products closely. Despite our best efforts, sometimes we will not be able to deliver certain items you have ordered. If this happens, we will contact you to let you know.

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

You can place an order from anywhere (or send your parcel anywhere). We will deliver internationally at a flat fee of R300 delivery charge (counter-to-counter via airmail). These parcels take approximately 7-10 working days.

How do I know if my order has been successfully placed?

You will receive an invoice with your order number. You can then check on your order status in the ‘My account’ section on the website. If in doubt, you can always contact us directly by phone or email to confirm.