Q: My order has not arrived when I expected it to, what can I do?

Please allow 7 – 10 working days for delivery of your order, from date of payment. If you have not received your order within this time, please email our customer service department, or call 041 402 6800, and one of our staff will be happy to assist.

Question 1

Will you have stock of the items that I have ordered?

Accepted Answer

All efforts will be made to ensure that stock levels are adequately maintained online. If we do not have stock after an order has been confirmed, our customer service department will contact you with alternate products. Should we have raw material available, we will manufacture the product, which can take up to 14 days.

Question 2

Can I order online if I do not live in South Africa?

Accepted Answer

Unfortunately we only deliver within South African borders.

Question 3

How do I know if my order has been successfully placed or not?

Accepted Answer

Upon completing an order and payment, you will receive an email confirmation and your order number (remember to use your order number for all communication with our customer service department). If paying by EFT, kindly make payment as soon as possible using the correct reference number (Volpes order number) to secure your order.

Question 4

My order has not arrived when I expected it to, what can I do?

Accepted Answer

Please allow 7 &ndash; 10 working days for delivery of your order, from date of payment. If you have not received your order within this time, please email our customer service department, or call 041 402 6800, and one of our staff will be happy to assist.

Question 5

How do I cancel an online order?

Accepted Answer

An order can be cancelled by sending an email to our customer service department requesting the cancellation (remember to reference your order number). Alternatively, you can call our customer service department at 041 402 6800, and one of our staff will be happy to assist.

Question 6

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

Accepted Answer

Our delivery time is generally 7-10 working days from the payment date.

Question 7

What does delivery cost?

Accepted Answer

The cost of delivery is R99 and we will gladly assist you in arranging delivery to your doorstep.

Question 8

Is there a minimum order for delivery?

Accepted Answer

No. Minimum order quantities or amounts will not be a consideration for placing orders. Should you like to place a bulk order (more than 30 items), please email our customer service department to assist with placing your order.

Question 9

What happens if there is no one home when you deliver?

Accepted Answer

Our courier service will send an SMS confirming the date and time of delivery. Kindly make arrangements to be available during this time. If there is no one home to accept the delivery, arrangements should be made for an alternative date or time with the courier company.

Question 10

Do you deliver Furniture/Rugs?

Accepted Answer

Currently we do not delivery furniture/Rugs, however you can place a Click and Collect order to your nearest store.

Question 11

Click & Collect Lead Time

Accepted Answer

You will receive a confirmation email when your parcel is ready for collection from our Store. Please note that a consultant will call you to schedule and confirm your collection with you. Available items will typically be scheduled within 7-10 days. Tc's & C's apply.

Question 12

Are my Credit Card details safe?

Accepted Answer

Yes. Besides using industry-standard encryption techniques when processing payments, no card details are retained or recorded during card authentication. Furthermore, the services of secure payment gateways are used as an additional form of security. For more information, please see "Are my personal details secure?" and "What is a cookie, and why are they being used on this website" under General FAQs.

Question 13

How can I pay?

Accepted Answer

Payments can be made using various methods, including Credit Card / Debit card, Ozow Instant EFT, Pay Just Now, Pay Fast, TFG Money Account Card and Electronic Bank Transfer. Regrettably, cash or cheque payments on product delivery will not be accepted

Question 14

Can I pay cash or cheques on delivery?

Accepted Answer

No. Regrettably, cash or cheque payments on product delivery will not be accepted.

Question 15

Banking Details

Accepted Answer

If you selected EFT as your payment preference, please note the following:

Please transfer the Total Amount, including Shipping (Delivery Cost), into the following bank account:

 

 Reference: Volpes Order Number

 Branch Name: RMB Corporate Banking (FNB)

 Branch Code: 204109

 Account Type: Cheque

 Account Name: Tapestry Home Brands (Pty) Ltd

 Account Number: 62737032954

 Swift Code: FIRNZAJJ

 

To ensure accurate and timely delivery, please pay the correct amount in full and ensure that you use the Volpes Order Number for the bank reference (for example, SOH#####). Please note that EFT payments may be subject to clearance delays between 24 and 48 hours.

Question 16

Can I buy on account?

Accepted Answer

Yes. We now offer a six-month interest-free payment option with TFG Money Accounts for in-store & online purchases. Not an account holder yet? Apply online for a TFG Money Account.

Question 17

Can I use my TFG Money Account to pay?

Accepted Answer

Yes. We are part of the TFG family, and you can now use your TFG Money Accounts to purchase online & in-store at any Volpes store.

Question 18

Can I use my Volpes gift card online?

Accepted Answer

No. Unfortunately, Volpes gift cards can only be purchased and redeemed in-store at your nearest Volpes store. Alternatively, contact our customer service department to assist you with buying a gift card.

Question 19

How long is my gift card valid for?

Accepted Answer

All in-store gift cards are valid for three years from the date of purchase.

Question 20

Does Volpes offer Lay-By?

Accepted Answer

Currently, Volpes does not have a lay-by facility. We offer six-month interest-free TFG Money Accounts that can be used for online & in-store purchases. For online shoppers, we provide the option for Pay Just Now, where payments are split into three equal, interest-free instalments.

Question 21

What is the return policy?

Accepted Answer

We stand behind the quality of our product and will accept returns, provided the following conditions are met: All paperwork must accompany items upon return.All returns must be made at your closest Volpes store or can be arranged for collection at an additional fee.Returns must be done within 30 days of the goods received.The product has not been used.The product has not been washed.The product has not been damaged or soiled in any way.The product is still in its original packaging.Volpes does not accept returns on duvet inners, pillows, mattress- or pillow protectors for hygiene reasons.Please make sure of the size of the item before purchasing by using our size charts. When contacting Volpes regarding a return, please include your order number and reason for return on the correspondence, along with the attached in-store purchase receipt.Online purchases may be returned to any Volpes store with a valid receipt/invoice and under the abovementioned conditions.

Question 22

How will I be refunded for items bought online?

Accepted Answer

All online orders can be returned or exchanged at your nearest Volpes store for FREE. Bring along the valid receipt or invoice. Once items have been inspected by Volpes an EFT refund will be processed via our Head Office, which can take up to 4 days to reflect.

 

Please take note of our return policy above, stating which items do not qualify for return. Alternatively, if you wish for the item to be collected, please contact our customer service department to assist with arranging collection of your product. Please note that you will be charged a collection fee which needs to be paid before the collection is booked.

Question 23

Do I need to register to shop online with Volpes?

Accepted Answer

Yes. We require all customers to register an online shopping profile for convenience and ease of shopping. Registering an online profile captures your basic information to ensure we can communicate all order updates

Question 24

What happens if I lose my password?

Accepted Answer

In a case such as this, you should select "Forgotten Password" at your earliest convenience to make the necessary changes and secure your user access. Follow the steps provided and click on the link sent to your email to reset and choose a new password for your profile.

Question 25

Are my personal details secure?

Accepted Answer

Yes. When asked to share private details, such as personal or payment information, the information is encrypted and protected with the best encryption software in the industry &ndash; SSL (Secure Socket Layer). A lock icon will be displayed in your browser's search bar, confirming that it is an encrypted page.

Question 26

What is a Cookie, and why is it used on the website?

Accepted Answer

A cookie is a small piece of information stored by the browser and the Operating System on your computer. It may contain personal details, the contents of your shopping basket, and date and time information in an encrypted format, which can be recalled when you return to the website to speed up identification, ordering and delivery processes.

Question 27

What happens if someone logs on using my details?

Accepted Answer

It is strongly recommended that personal login details and passwords be kept private to prevent anyone else from logging onto the website. An option to change passwords is available in the "Forgotten Password" section of the website. If someone or there is suspicion that someone is accessing the site with your credentials, please contact us at your earliest convenience as per the Contact Us details on our website.

Question 28

Will I receive unsolicited emails and marketing information?

Accepted Answer

No. As part of the data capture process, by signing up for our newsletters or creating an online profile, a client will be given the choice of whether they would like to be kept informed or contacted in the event of special offers and promotions.

Question 29

How can I change my password?

Accepted Answer

Log in to your online profile on the Volpes website and amend your details via the My Account option. Here, you will be asked to enter your current password and select & confirm a new password of your choice. Be sure to safeguard your new password for future purchases. Remember to save all changes before logging out.

Question 30

How do I change my address or contact details?

Accepted Answer

Log in to your online profile on the Volpes website and amend your details via the My Account option. You can change or update your billing and shipping addresses here. Click here to update your contact details. Remember to save all changes before logging out

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