FAQ

F.A.Q Page

Here you will find the answers to the most frequently asked questions. Should you have any more questions that's not being addressed here, please do mail as at contact@swagz.co

ORDERS

Can I collect my order?

We have over 300,000 products in warehouses based in China, Malaysia, Indonesia, India, Vietnam and the United States of America as it is impossible to keep stock of it all. Besides that, there are new products every day and we want to give our customers the newest, trendiest products on the market. For this reason, all orders will be sent directly to your address from our warehouses and collection is thus not possible.

Can I track my order?

Yes all orders are sent with a tracking number which can be tracked on www.17track.net. They also have a mobile app for your smartphone with push notification to keep you informed of every movement. You can also contact us and we will gladly track it for you.

Can I order an item that is out of stock?

Simple answer.... no, as we do not want to hold onto your money, but let us know which item you want to purchase and as soon as it is in stock we will notify you immediately.

I didn't receive my package... what to do?

Oh no!! We do not want that and will try our very best to prevent it from happening, but we do not live in a perfect world and unfortunately these things do happen. No need to stress or scream, we hate when something like that happens just as much as you do, but we will do our very best to resolve the situation to your satisfaction, so..... take a cup of tea, a deep breath and call us.

I have to pay extra costs to collect my package....?

Some of our products are being imported and unfortunately taxes or duties may be charged. We can not be held liable for such, but do contact us and send us all the paperwork and we will do our best to reimburse you. VAT reimbursement under R200 will be made strictly via store credit. We do this purely on a goodwill basis.

Can I cancel my order?

We know you want your purchase speedily, so we do our best to have it shipped in 2-3 days. If you can contact us before it is shipped, we will do our best to cancel it at the warehouse.

PAYMENTS

Can I pay via EFT?

Yes you can. Please send us your proof of payment in order to process it quicker. Please do note that the order will only be processed once the funds are cleared in our account.

What are my payment options?

Currently we are accepting payment by EFT, Credit & Cheque cards via Payfast and direct Cash deposits. For cash deposits please do add R45 to cover deposit fees.

Is my credit card details safe?

Yes we live in an electronic age where everyone makes purchases in the billions each year, thus they have to make sure it is as safe as it can gets. Every day they have better security and encryptions. All credit and cheque card transactions are processed by PayFast and takes place on a secure page (your address bar will appear green) and no credit card details are stored. It is totally safe.

Where is my order coming from?

That really depends on the price and type of product you bought. We do have some local stock which is available immediately and will be delivered within 5-7 business days, and we have international stock as we have over 300,000 products in warehouses based in China, Malaysia, Indonesia, India, Vietnam and the United States of America as it is impossible to keep stock of it all here. 

The international stock usually takes 50-60 days if sent by registered post, although we had orders delivered as quickly as 30 days.

If you are based in the UK or the USA and ePacket is available in your country, then you can expect delivery in about 14 days.

We do have an Express Delivery option as well, which is more expensive, but much quicker. 

How long will it take for my package to be delivered? 

As said above, local stock will be delivered within 5-7 working days and international orders will take 50-60 days, although we had deliveries in just 30 days. 

If you have ePacket to your country, it will take about 14 days.

With Express Delivery, it will be much faster to South Africa and will normally be around 14 days and about 7-14 days to the USA or the UK.

Delivery estimations are found on each product's information page. Should you have any questions, please do not hesitate to contact us.

My package is stuck at customs, how can I contact them?

All telephone calls to Customs offices will now be routed automatically to the SARS Contact Centre on 0800 00 7277.

This process has been introduced at SARS offices around the country in order to offer clients improved tracking and tracing of queries, as well as a single telephone number or point of contact, ensuring that your call will always be answered promptly.

For further Customs queries, please contact their office at:

Physical Address:
JHB International Mail Centre
Corner Jones & Griffiths Road
Jet Park long term parking

Telephone Number: 011 390 1962
Fax: +27 (0) 11 961 6077

I see my package has been delivered at the post office, what do I do now?

You can visit your nearest Post Office to collect your item using your tracking number. Remember to take your I.D. document with.

60 Days is past and I am still waiting!

Sometimes, delays occur and they are simply out of our control. We’re sorry your order is late. In all likelihood, the shipment may be delayed in customs. Contact us and we will track it to see where it is, or you can keep track of it on www.17track.net.

Thank you for your patience.

What happens if my package never arrives?

If your package has not arrived and it can no longer be tracked, you will receive a full refund. It is not a perfect world, but we try to make it as livable as possible.

GENERAL

Do you have a brick & mortar store which I can visit and buy from?

No we don't. We like to sell to the whole world and a brick & mortar store will only limit us to a certain small demographic. We sell online, deliver worldwide but focus on South Africa, the USA and the UK.

How do I buy from SwagZ?

Browse our extensive range of products.

Select the colour/size/type and click the ‘Add to Cart’ button

Once you have finalised your selection you can ‘View your Cart’ (top right hand corner)

Make sure your order is 100%, you can increase quantity here and then click 'Proceed to checkout'

Fill in your personal contact and delivery details.

Click 'Continue to next step'

Select your shipping method and your payment option: You can make Instant EFT payments, Credit Card, Cheque Card, Mobicred, Bitcoin via PayFast.

Click ‘Complete my purchase” and follow the appropriate payment prompts.

For very remote areas not serviced by our normal courier we will have to deliver via Post Office, or to the nearest accessible town to you.

RETURNS

Do you offer a Returns policy?

All items sold on swagz.co are covered under the 100% Buyer Protection policy. This means that defective purchases can be returned within 7 calendar days. 

How do I return my purchase?

First step is to contact us and inform us of the problem you are experiencing. If this problem can not be rectified telephonically, we will give you the instructions and return address to where you can send the package to. After assessment of the problem, we will discuss an acceptable resolution. Our customers are King, and we treat them as such.