Cancelled orders on the e-commerce facility will be refunded after deduction of a 10% charge for administration costs.
The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.
Any complaints regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to info@fromtheheartsilver.co.za.
Payment may be made via Visa or MasterCard or by bank transfer into the Provider’s bank account, the details of which will be provided during and after checkout.
CREDIT CARD ACQUIRING & SECURITY
Credit card transactions will be acquired for the Provider via Payfast (Pty) Ltd. Payfast uses Extended Validation SSL with 256-bit encryption. Only two of the four major South African banks use this high level of encryption currently available. Users may go to www.payfast.co.za to view their security certificate and security policy.
CUSTOMER DETAILS SEPARATE FROM CARD DETAILS
Customer details will be stored by the Provider separately from card details which are entered by the client on Payfast’s secure site. For more detail on Payfast please refer to www.payfast.co.za.
Please note all orders will be packed and dispatched every Friday.
From The Heart offers 2 options for delivery to the address provided:
– Courier (2-3 working days) – R99.00
– Local Pickup from our premises in Nahoon, East London on Monday, Wednesday and Friday from 10am to 1pm.
– Please note: outlying areas may incur higher shipping costs
Free shipping on orders over R850
From receipt of payment to product, dispatch will take place every Friday. During special occasions such as Christmas season and Valentine’s Day this may be extended by two working days due to the high volume of orders. Orders are then handed over to the courier company for delivery.
PUBLIC HOLIDAYS: Please note, that orders will not be processed, dispatched or delivered on a public holiday. A public holiday will delay the delivery of your order by at least one day.
IMPORTANT: Please allow 3 – 5 days processing time for your order before it is dispatched.
Tracking numbers will be emailed to our customers once we have handed your package over for delivery.
Please note that Courier delivery to PO Boxes is not possible. We will also not be held responsible for incorrect delivery details supplied when checking out. Please note that if you select our courier option, somebody will need to sign for the parcel.
There are a few things to keep in mind when returning jewellery you purchased online from From The Heart:
In the unlikely event that items are delivered defective from From The Heart and there is no clear damage to the item from the courier company, you will need to take pictures of your items within 24 hours of receiving your goods. Pictures of your defective item will need to be sent to info@fromtheheartsilver.co.za. If the items are delivered defective, From The Heart will refund you your full amount or replace the items that you ordered. If the items are not reported defective within 24 hours of receiving them, then we will not be able to refund or exchange your order. Courier costs on damaged or defective goods will be covered by From The Heart.
Returns expense will be covered by the customer.
Contact us at info@fromtheheartsilver.co.za to arrange.
Items can be exchanged for their initial purchase value, if there is an item you wish to have that has a higher value, you can pay the difference.
Refunds will be done via EFT, once we have accepted the item for a refund, customers will have to send us their banking details.
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.
We collect information from you when you register on our site, place an order, subscribe to a newsletter, respond to a survey, fill out a form, Use Live Chat or enter information on our site.
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.
We use regular Malware Scanning.
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