Support
Frequently asked questions
Trade account, ordering, delivery and returns questions we are asked most often.
Trade accounts
- Who can open a trade account?
- Registered South African businesses that resell to the public. We ask for your company registration number, proof of address and, if you are registered, your VAT number.
- How long does an application take?
- We review applications in the order they arrive. If anything is missing we will ask you for it through the portal rather than declining the application.
- Can more than one person from my store have access?
- Yes. Your account owner can invite buyers, accounts staff and branch managers, and choose what each of them can see and do.
Pricing and payment
- Are the prices I see including VAT?
- Trade prices are shown excluding VAT and are labelled as such. Your cart, checkout and every document show the amount excluding VAT, the VAT amount and the total including VAT.
- How do I pay for an order?
- Orders are prepaid by EFT. When you place an order we issue a payment request with our banking details and a unique reference. Upload your proof of payment in the portal and our finance team will confirm the funds against our bank statement.
- Does uploading proof of payment mean my order is paid?
- Not on its own. The upload tells us to go looking for the payment. The order is only treated as paid once our finance team has confirmed the funds have actually cleared into our account.
Ordering
- What happens to the stock while I am paying?
- Stock is held for your order from the moment you submit it, so nobody else can buy the units you are paying for. The hold has a time limit, which is shown on the order.
Delivery and collection
- Can I collect instead of having an order delivered?
- Yes. Choose collection at checkout and we will let you know when your order is ready. There is no delivery charge on a collection order.
- How do I track a delivery?
- Once your order is dispatched, the courier and tracking number appear on the order in your portal, together with a timeline of what has happened.
Returns and claims
- Something arrived damaged. What now?
- Report it through the portal support section with your order number and photographs as soon as you can, and our team will work through it with you.