Getting Started- Q
Where do I start shopping?
- A
In the main menu that runs across the top under the big picture banner, click on ‘Shopping”. You can now browse through the various categories of products – there may be more than one level of category. Click on your choice and then browse through the results until you find a product that interests you. Click on the thumbnail picture to see the full details. If you decide to purchase then just enter the number of products required in the “Quantity” box and click “Add to Barrow”. The “Barrow” is our term for a shopping cart.
- Q
How do I see what’s in my Shopping Barrow (cart)?
- A
The Shopping Barrow icon is always in the top right corner just under the big picture banner and it will indicate the number of products in there and the total value.
N.B. there is no commitment to purchase at this point, these are just products in your barrow that you can confirm (or not) before finalising the transaction.
- Q
How do I change what is in my Shopping Barrow?
- A
You can delete or change any item whilst you are in the Shopping Barrow. To remove an item just click on the ‘remove’ square and click recalculate. To alter the number required just change the number in the ‘quantity’ box and click recalculate.
- Q
Is there a minimum order R amount?
- A
No there isn’t, but with shipping rarely being under R25 there isn’t much you can buy for home delivery that would come in under R50 total.
Shopping and Payment
- Q
How can I pay for my order?
- A
We accept payment using EFT payments into Down2earth FNB account. We do not accept cash payments. Goods must be paid in full before the order can proceed. Orders paid from other banks into our FNB account will take a few days clear. Orders can only be processed once the funds are cleared in our FNB account. Please send proof of payment to [email protected] with your purchase no as reference.
- Q
What if I change my mind after completing an order transaction?
- A
If the order has not been sent and we are able to cancel the delivery then we are happy to cancel the order and credit the total to you. If you change your mind after the order has been sent, we are not able to give you a refund.
- Q
How can I be sure that my item is in stock?
- A
We make every effort to ensure that all items on the site are available, however occasionally some items will be temporarily out of stock without our knowledge. In most cases items are only out of stock for a few days so your order will only be held up for a short period. If you want to make sure that the item is in stock, e.g. to be certain to arrive as a birthday present, please phone or email us.
- Q
Can I pick up items purchased online?
- A
Yes orders can be collected at our Pretoria facility. 165 Maria Bronkhorst, Ashlea Gardens. We will contact you once the order is ready for collection.
- Q
Can I request a tax invoice?
- A
Yes, a tax invoice can be printed from the Order Confirmation Page.
Delivery
- Q
Why do you need my postcode or country of destination right away?
- A
When you go to ‘Shopping Barrow” you will see the products in the barrow and their individual prices, but we will not have been able to calculate the shipping costs at that point. As soon as we know your postcode we can apply the courier formulas to calculate how much it will cost to deliver the products to your door. They are then itemised and added so you can now see a full total cost before going any further.
- Q
Can I change my mind once I have entered my postcode?
- A
Yes. You can return to the shopping barrow and make changes to your order at any stage before you have paid by credit card.
- Q
How is the delivery cost calculated?
- A
Standard size items are calculated using courier based on the sending and destination postcodes along with the packed weight of the product. Items over 20kg and 1m in length are too long for the SA Post Office and are sent by courier within South Africa and are not available for overseas deliveries.
- Q
I have entered my postcode and postage is not being calculated?
- A
#1 check that your order is over R50. #2 Check that you have entered the postcode correctly For assistance phone or email us – for details see “Contact Us” page
- Q
Consignments – why are there more than one sometimes?
- A
Depending upon what you add to your Shopping Cart, you might find that the totals are listed as more than one consignment. This is because we have multiple suppliers and you may have chosen products from more than one supplier. Each supplier will ship their products to you separately – they come direct from them to your door as this is the most efficient method. They may also have different expected delivery times, so one consignment may arrive on one day and the next may arrive a few days later. This is normal and becoming more standard practice as on-line shopping methods mature.
- Q
Why are there both My Details and Shipping Details to fill in? Why not just one?
- A
In many cases visitors buy products for themselves – in which case once you have entered all your details you can just click the “Copy your details to Shipping” button and it will populate all those fields for you in an instant. But if you were buying a product as a gift then the ‘Shipping” details would be for where it is going to be delivered (e.g. different to yours). In this case we need to know our details in case we need to contact you prior to delivery for any reason.
- Q
What happens if an item I have ordered is temporarily out of stock.
- A
If there is a delay with part or all of your order, we will contact you immediately, you can: 1.Wait until all items are available. 2.Receive those in stock immediately and the other items later when they become available – no additional delivery charge. 3.Receive items in stock immediately and a refund for items that are currently unavailable.
- Q
Are all items available for delivery overseas?
- A
No, items over 1m in length are too long to be posted overseas. Live plants cannot be posted overseas for quarantine reasons.
- Q
Are there any restrictions in delivery of live plants within South Africa?
- A
Our range of plants are indigenous to South Africa.
- Q
Are there any restrictions in delivery of seeds ?
- A
We do not include seeds in our lists that have any restrictions for delivery within South Africa on them – though most overseas countries do not allow delivery of seeds from foreign countries. We display details accordingly.
- Q
Can I have items sent to a different address to my own?
- A
Yes, the check out allows for your details plus an alternative delivery address.
