Frequently Asked Questions

Payments

Delivery

Returns & Refunds

Privacy & Security

We’ve made it as easy-peasy as possible for you to pay for your order.

Payment Options

  • Debit card
  • Credit card
  • Cheque card
  • Instant EFT (Electronic Funds Transfer) / direct bank deposit
  • Masterpass

For your security, we don’t take any credit card numbers over the phone or by email. If you pay via credit card, our secure site will take you to our 3rd party payment page for you to enter your card details after selecting the “Place Order” button.

3D secure? What’s that?

A: It’s an authentication system that adds an extra layer of protection against fraud.All South African banks use 3D Secure Code to protect their clients, which is great for us but not so good for credit card fraudsters.

To activate your Secure Internet Shopping, contact your Bank to activate your Credit Card with 3D Secure Code. You can usually do this on your online banking system. You will need your cellphone handy as your Bank will contact you via SMS with your Secure Code.

Proof of payment?

A: If you are paying by credit card, there is no need to send us proof of payment –it happens automatically. If you are paying by EFT or direct deposit, please email your proof of payment to info@vlavur.com If we do not receive your POP we will wait until your payment reflects on our bank statement. (This may take up to 3 days, depending on your bank.) If payment is made in a Foreign currency,we will need it to clear in our account before we can process your products.

Can I pay COD (Cash on delivery)?

A: We outsource delivery to third party couriers, so they cannot accept payment. All orders need to be paid for before they are dispatched, so Cash On Delivery is not possible. 

Fraud & security checks?

A: We do strict fraud checks to prevent criminal and fraudulent activity, as well as using 3D Secure to reduce fraud. We report all fraudulent activity to the necessary officials.

Delivery

Payments

Returns & Refunds

Privacy & Security

Delivery – The Important Stuff:

  • Delivery is super speedy, to anywhere in SA!
  • Shipping is for FREE for all orders over R899! 
  • Our parcels are 101% discreet!
  • Delivery to outlying areas and regional areas may take 7-10 working days!

When will my SA order be delivered?

A: Mondays – Friday: We process orders from 09h00 – 16h00. So, if you order BEFORE 16h00, we will send your package off with our couriers on the same day. 

Saturday and after hours: We process orders from 09h00 – 13h00 on a Saturday. So, if you order BEFORE 13h00, we will send your package off with our couriers on the same day. If your order is placed AFTER 13h00, or on Sunday, we will process and dispatch it on the next business day. Orders received after the courier collection will leave the next day as our couriers do not deliver on Sundays or on South African public holidays.

How discreet is your packaging?

A: We know privacy is important to you, so we make sure we respect that. No one will ever recognize you’ve ordered from us!

Parcels: Are plain cardboard boxes inside plain regular courier packaging. There isn’t anything on the box at all to indicate where the package is from.

What times do you deliver?

A: Our couriers deliver to your door between 08h00 and 17h00 on business days. If you need your parcel delivered at a specific time, please email or call us and we’ll do our best to make it happen.

Can you deliver same day?

A: We would love to help you, but same-day shipping is not our thing. Here’s why we don’t offer that service: it is really expensive for you, and with a huge country like South Africa, it can lead to customers being disappointed if the couriers run late.

Can you deliver on Saturdays?

A: Only if you’re really, REALLY serious about needing your goodies on a Saturday! Saturday delivery options are more expensive, and please keep in mind that couriers only deliver to certain centres on Saturdays. We suggest using our standard courier delivery which is fast and efficient. If you absolutely must have Saturday delivery, we’ll do our best to help! Please contact us by email to find out if it’s possible.

Can you deliver on public holidays?

A: No, couriers don’t deliver on public holidays.

I live outside of South Africa – How long will my order take to arrive?

A: We can’t guarantee delivery times, but your parcel should reach you within 2 weeks of paying for your order.

Who will deliver my parcel?

A: SOUTH AFRICA – We have x2 reliable services for delivery.

1. THE COURIER GUY delivers your parcel door to door. Track parcel www.thecourierguy.co.za/tracking_home.php

2. INTERNET EXPRESS delivers your parcel door to door. Track parcel http://www.internetexpress.co.za

A: OUTSIDE SOUTH AFRICA – We use Speed Services that delivers to Post Offices.

About door deliveries

A: The courier company will always attempt to deliver to your door. If delivery is not completed the couriers will attempt delivery again on their next delivery run. Someone must be available the day whole day to receive the collection. (This is because the courier man needs to deliver hundreds of parcels in a day. He cannot schedule exact delivery times with everyone. So, depending where you are in his route, delivery will be at different times).

It is not always realistic to expect the courier drivers to contact you via phone. Faulty intercoms and high security communities can cause some difficulties. Please make sure the necessary security people are aware of the delivery. If you have any trouble with your delivery, you can contact the couriers directly, or ask us to track and confirm your delivery for you.

When do I get my tracking number?

A: We process orders on business days from 09h00 to 16h00, and they are dispatched at 16h00. Once your parcel is ready for dispatch, we will send you your tracking number (these emails are usually sent at about 17h00 every day). If your order is placed AFTER Saturday 13h00, or on a Sunday, we will process and dispatch it on the next business day.

Where is my parcel?

A: If you do not have a tracking number, don’t forget to check your junk mail. If it isn’t there, give us a shout to confirm that your parcel has been dispatched. If you have a tracking number, you can track it on the courier tracking site.

Returns & Refunds

Payments

Delivery

Privacy & Security

We sell intimate products which are used for, well, you know, intimate things! Just like your local clothes retailer won’t take back used underwear, we also won’t refund products unless they’re faulty or damaged during shipping. This is really for your protection. Let’s explain why;

Many of our products are shipped in the usual high quality, professional packaging. However, it is often impossible to tell if it has been opened, used or tampered with. We will therefore not risk our health and safety standards by accepting returned goods – regardless of whether or not a claim states that the product has not been used. If we then trusted such a false claim, in all fairness, we could then put the “unused” product back on our shelves to be re-sold. Not good for the customer who purchases these “unused” goods. We don’t think this is acceptable business practice, and we’re certain you would agree. 

I’ve changed my mind. Can I return my products?

A: If the parcel is still on the way to you, or it has just arrived, but you haven’t opened it yet, you can return the products for a credit voucher or refund. We will charge a 10% handling fee. We cannot accept returns on any items of an intimate nature that have been removed from their packaging, unless they are faulty. 

I ordered the wrong size. Can I return it?

A: We don’t accept returns on any products that have been removed from their packaging (we’re sure you understand why). When you order your product, be extra-careful that you’re ordering the right size. We really want you to love the product you buy, so email us if you’re uncertain. 

Is there any warranty on my products?

A: Most of our products come with a one-year manufacturers’ warranty to make sure they are in good working condition for you.

My product is broken! Will you replace it?

A: Yes! We will most definitely replace any defective product within 1 month (calendar days) of purchase. If your product is faulty within 1 month (calendar days) of purchase, we will send another one and collect the faulty one immediately. Please email us to let us know as soon as your product gives any problems, and we will get it sorted for you.

I placed the order and paid for it, but I do not want product anymore?

A: Unfortunately we will not be able to refund you back in cash and will only grant you with Vlavur online store credit.

Privacy & Security

Payments

Delivery

Returns & Refunds

It is of the utmost importance to us that we value your privacy. That is why all of our orders are 101% discreetly packaged.

We understand that our customer’s orders are private, so we’ve put many steps in place to protect you and your personal information.

Is my account information safe?

A: We keep all your information private and secure, and only staff can see the details required to process your orders. All of our staff sign non-disclosure and confidentiality agreements to ensure that your information is completely safe. 

Is my payment information secure?

A: Our website is encrypted (that’s why you see that little lock icon in the URL bar) to keep your information secure at all times. All the information you put into the site is encrypted for your security. For credit card payments, we only use trusted and reputable payment systems, all approved by South African banks to process credit card payments.                                          

Is my parcel discreet?

A: We engage stealth mode for parcel delivery! Your products will be wrapped into a plain unmarked box, which is then couriered inside the appropriate packaging for the delivery method you have chosen. There is no Vlavur branding on the outside of the parcel.