Frequently Asked Questions
neworiginals@new-originals.com
Q: How do I track my order status?
A: Once we receive your order, we'll send you a confirmation email with a tracking number. You can use this number to monitor the progress of your package.
Q: What happens after I place my order?
A: Once we receive your order, we carefully pack it and send it to our courier service. You'll receive updates on your order's journey, ensuring you're informed every step of the way.
Q: Where do you deliver?
A: We offer nationwide delivery within South Africa.
Q: How much is shipping?
A: Our standard shipping fee is R100. However, for orders over R599, we offer free delivery, making your shopping experience even more convenient.
Q: How long does delivery take?
A: Delivery times vary based on your location. On average, you can expect your order to arrive within 3-5 business days. Remote areas might experience slightly longer delivery times.
Q: What payment methods do you accept?
A: We exclusively use PayFast as our payment gateway, offering you a secure and reliable platform to complete your purchase. You can use major credit and debit cards or other payment methods supported by PayFast.
Q: Is my payment information secure?
A: Yes, your payment information is highly secure with PayFast's encrypted technology. We prioritize the safety of your financial details.
Q: What is your return policy?
A: We accept returns for damaged items or in cases where you've received the wrong product. Please contact our customer support within 7 days of receiving your order to initiate the return process.
Q: How do I initiate a return or exchange?
A: Reach out to our customer support team with your order details and the reason for the return or exchange. We'll guide you through the necessary steps to ensure a smooth process.
Q: How do you handle my personal information?
A: We take your privacy seriously. Our Privacy Policy outlines how we collect, use, and protect your personal data. Rest assured, your information is handled responsibly and in accordance with legal regulations.
Q: Do you share my information with third parties?
A: We do not share your personal information with third parties without your consent. Your data is used solely for order processing and improving your shopping experience.
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