frequently asked questions

Click on the topics below to view the related FAQs

FAQS

My Account

How do I register?

Simply click on ‘register’ in the top right hand corner of your screen and follow the instructions, or click here to register.

Fill in your details, save and your account will be set up.

You will need to create a Username and Password, which we recommend you keep private and for your individual use only.

 

Do I have to register?

You can browse the shop and add to your trolley without having to register.

However, we recommend registering first to check if we deliver to your area by using the shipping calculator in your Cart or in the Checkout.

Registration is quick, easy and obligation free.

 

How do I change my account details?

Login and click ‘My Account’ in the top right hand corner.

To change your Billing and Shipping Addresses click ‘edit’ on the information you wish to change and ‘save’ once you’ve completed your changes.

To change your Personal Details, Username and Password click on ‘edit your password and account details’ and ‘save’ once you’ve completed your changes.

 

Can I change my email address I use for my account?

Yes you can. Once you’re logged in to your account and click ‘My Account’ in the top right hand corner.

Click on ‘edit your password and account details’, change your email address and click ‘save’ once you’ve completed your changes.

 

I’ve forgotten my password, help!

Click on My Account, fill in your email address and then click on ‘Lost your password’. We’ll send you an email which will allow you to change your password.

If you don’t receive it, check your promotions/junk mail folders and if it’s not there email us at orders@spiceemporium.co.za.

Delivery

Is there a minimum order delivery?

No. You’re welcome to order anything you like, there is no minimum order.

 

What are my delivery options?

Store Pick Up

You may take delivery by either you or your collection agent collecting from us at 31 Monty Naicker Road, Durban, 4001. Collection hours: weekdays: 8.30 am – 4.30pm (excluding public holidays).  

Please bring your identity document or valid driver’s license and our invoice with you for the purposes of validating your collection.

 

Courier

Your order will be delivered directly to your door. All delivery and tracking information will be supplied to you at checkout. Courier service delivers to your chosen address on weekdays from 8am to 5pm (excluding public holidays).

 

South African Post Office

Your order will be delivered to your closest Post Office for collection. All delivery and tracking information will be supplied to you at checkout. Remember to take your tracking reference and your ID with you when you go to collect your parcel. Pick up time is dependent on your local post office. To check opening times click here

 

How long will my delivery take?

(Note that delivery estimates include 1 – 2 days for processing. This time allows for credit card and EFT payments to reflect in our account.)

 

Courier

You should receive your order between 2-7 working days.

 

Post Office

Your order should be delivered with 5-10 working days depending on your area of delivery.

However, should there be any disruption at South African Post Office, it may take longer. 

 

How much does delivery cost?

The cost of delivery is calculated according to:

  1. Delivery method (courier service or the post office);
  2. Weight and volume of the items;
  3. Location of delivery.

 

Once you have completed your shopping, click on your trolley and proceed to checkout.

Choose the most suitable shipping options, based on your needs. The cost of shipping will automatically update.

 

What if I’m away at the time of delivery?

The courier company will leave a calling card with information on how to contact them.

You may be required to pick up your order from the courier depot.

If you have missed your delivery and incur re-delivery fees, The Spice Emporium will not be held liable.

 

What if there is something missing/broken in my order?

Please contact us within 24 hours of receiving your order at orders@spiceemporium.co.za or call +27 31 3325888 and have your order number with you and we will do our best to assist you. Please read our returns policy in our terms of trade.

 

Do you deliver internationally?

Currently, we do not offer international shipping from our website. However, if you email orders@spiceemporium.co.za, we will do our best to assist you.

 

How can I track my order?

Once your order is processed for delivery, we will send you an email with the tracking details. 

Payment

What are my payment options?

We accept the following payment methods:

Debit Card

Visa and Maestro

Credit cards

Mastercard, Visa, American Express and Diners Club

Electronic Funds Transfer (EFT)

Payment must be made within 48 hours of placing your order.

 

What is a CVV number?

The CVV Number is the Card Verification Value on your credit card or debit card.

For VISA, MasterCard and Diners Club it is the last 3 digits on the back of credit and debit cards.

 

For American Express credit cards it is the 4 digits on the front of the card.

 

Is it safe to pay by credit or debit card?

Yes, it is. We take security very seriously and ensure that your payments are done through a secure, encrypted payment gateway. None of your credit card details are stored on the website.

 

How do I pay via EFT?

At checkout, choose Electronic Funds Transfer then click ‘Place Order’. On the next page you can view our banking details. An email with our banking details will be sent to you as well, should you not be able to pay immediately.

 

Please use your order number only as reference and deposit the exact amount (goods cost + delivery) into the following account:

 

Name: Spice Emporium Pine Street

Bank: Standard Bank

A/C No: 050141058

Branch Name: Kingsmead

Branch Code: 040026

Type: Cheque

 

Send the bank generated proof of payment PDF to orders@spiceemporium.co.za and we will begin processing your order.

Note that payment must be made within 48 hours of placing your order, if not, the order will be cancelled.

 

Can I pay on delivery?

Unfortunately not. All payments must be completed online.

 

How do I use my promo code?

At checkout, you will see a box with a ‘Coupon Code’ next in it. Fill in the box with your promo code and click ‘Apply Coupon’. You discount will automatically deduct from your total.

Cancellation

Can I cancel my order?

Yes. If you have not received an email saying your order has shipped, you can email us at

orders@spiceemporium.co.za 

and we will cancel the order for you.

 

If the items have already shipped, you will have to do so in accordance with our returns policy.

Returns

What is The Spice Emporium returns Policy?

View our returns policy here.

  

I’ve changed my mind, can I return my order?

If you are not delighted by your order you may return it within 10 business days of purchase for a refund at our City Branch: 31 Monty Naicker Road, Durban, 4000.

 

The items must be unused and in a saleable condition and you must provide the original tax invoice. We are unable to process returns without the original tax invoice, unfortunately. Please see our full returns policy.

 

Should you not be able to visit our store, you can post it back to 31 Monty Naicker Road, Durban, 4001 and email the tracking number and your tax invoice to orders@spiceemporium.co.za. Once we receive it, we will begin processing your refund.

 

Please be mindful of your purchase choices as we are not liable for the cost of return shipping.

 

What if there is something missing/broken in my order or the product I receive is defective?

Please contact us within 5 business days of receiving your order at orders@spiceemporium.co.za or call +27 31 3325888 and have your order number with you and we will do our best to assist you.

If you have made the purchase and have found the product to be faulty, at your discretion we will either replace, refund or repair the item, provided it is returned within 6 months.

 

Please see our full returns policy.

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