Call Our Sales Center: 0861 999 936

Official Online Retailer For The Real Thing

Frequently Asked Questions


Question : What do I need to present when I accept my delivery?
Answer : You may be requested on delivery to produce your ID and / or credit card for fraud prevention purposes. Also please note deliveries will only take place during business hours unless special arrangements have been made.




Question : How long will I have to wait for my delivery?
Answer : "The Real Thing Online" strives to fulfill orders as soon as possible. Under normal circumstances, the time it takes from when an order is placed until it is dispatched for delivery, is 3 working days. For payment by deposit, no dispatch occurs until the money has cleared.

As all orders are sent from Cape Town, if you are in Cape Town the time for delivery via Express Courier: 1 to 2 working days (Please note that this is the time from dispatch and not when the actual order was placed)

• Major Centres via Express Courier: 3 to 4 working days (Please note that this is the time from dispatch and not when the actual order was placed)
• Regional Areas via Express Courier: 4 to 5 working days (Please note that this is the time from dispatch and not when the actual order was placed)
• Postal Service (To Counter) : 4 to 6 working days (Please note that this is the time from dispatch and not when the actual order was placed)

Should an order be particularly heavy or bulky, an additional working day may be required.
You may be requested on delivery to produce your ID and / or credit card for fraud prevention purposes. Also please note deliveries will only take place during business hours unless special arrangements have been made.




Question : How do direct deposits work?
Answer : During the checkout process you will be prompted to select a payment method. If you select "direct deposit" you will be emailed our bank details for the deposit (please note that you will only receive this email once we have validated our stock amounts, for this reason our banking details cannot be found on the "The Real Thing Online" site). In the email which you receive from us after placing the order, "reference details" will be given. The goods will be dispatched as soon as the payment clears.



Question : How do I track my order?
Answer : Once "The Real Thing Online" has dispatched your order, we will send you an email containing the courier tracking number for your order. (We will also include our courier contact details).



Question : How do I shop on "The Real Thing Online" website?
Answer : We have made shopping as simple as possible. Use our various search or product selection menus to find the product you require quickly and easily. Should you find anything you would like to purchase simply add it to your shopping cart. You will be taken to the checkout screen where you can either choose to checkout or continue shopping. Should you select the checkout option ... you will then be asked for to enter in your delivery details as well as make a payment type selection.



Question : How do returns work?
Answer : Should an item not meet your satisfaction for whatever reason you may return the goods to "The Real Thing Online" within seven days of receipt. You will then get a full refund less all direct costs incurred by "The Real Thing Online" associated with the order such as actual delivery costs. The goods must be returned with all packaging, documentation and be undamaged in any way. A written reason for the cancellation must accompany the returned goods.



Question : Can I cancel my order? What happens if I am not happy with the product I receive?
Answer : You have 7 days following the day that the goods are received under the Distance Selling Act from arrival of the goods to cancel your contract. The goods must be returned to us in the condition they were despatched, complete with all packaging and in a re saleable state. The goods remain YOUR responsibility until they are received and signed for by us.

If an order is cancelled/returned, a 15% handling fee will be levied to cover processing/handling fees.

If an unwanted product is returned and exchange for a different product, the customer will be charged or refunded any price difference plus return shipping.



Question : What happens if the item I purchase is out of stock?
Answer : Should the situation arise that the stock for which you have placed an order for is unavailable within the usual delivery period, "The Real Thing Online" will contact you and notify you of the situation. You will then be given the option of canceling or amending the order, or waiting for new stock to become available.



Question : I placed a direct deposit order but I cannot find the banking details or a fax number?
Answer : Don't sweat, an email containing our banking, fax details as well as an order number will be supplied to you as soon as product availibility has been confirmed.

 



Question : How do I contact "The Real Thing Online" and what are your trading hours?
Answer : We have tried to make contacting us as simply as possible. You can call us on 0861 999 936 or else via email : info@therealthingonline.co.za (we strive to respond to all emails within 2 hours of receipt).

Our trading hours are Monday to Friday : 8:30am -12:30pm and 1:30pm - 5pm (Excluding public holidays)