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For all online shopping queries, please email shoponline@firstascent.co.za

Q: Do I pay for delivery when shopping online?

A: If your purchase is over R600, you will qualify for free delivery on your order. If your order is below R600, standard courier fees will apply and this is calculated when you check out.

Q: What if I place an order and I find out the stock I ordered is not available?

A: This is a situation that can sometimes happen and First Ascent are constantly working to limit this from happening. As a company, we run a live ordering system and stock can sometimes reflect incorrectly depending on stock levels. In this case, you can choose to purchase something else or we will refund you for the missing stock item. If a refund is processed, the money will reflect back into your bank account within 20 working days.

Q: My credit card details are not being accepted, what should I do?

A: Contact your bank and find out if there are any issues their side, otherwise try another card. If the problem persists and it is not a problem with your bank then please contact us at shoponline@firstascent.co.za

Q: Once I have purchased my item when will it be delivered? Can I have it delivered to my home or only PO Box?

A: From date of purchase it should take 3-4 days maximum to receive. You can decide where you want it delivered to.

Q: What will happen if I am not home when they deliver?

A: The courier company will try 3 times before the parcel gets sent back to us. It’s best to provide an address where you are certain someone will be home all day.

Q: What happens if the wrong product is delivered?

A: We will collect the incorrect items and deliver the correct ones at no charge to you.

Q: If I try it on and it’s the wrong size can I send the purchase back?

A: Yes of course. Once sent back, you can decide if you want a refund, or if you want something else to the same value. A refund will appear in your account within 20 working days.

Q: How long do I have to return my purchase?

A: Returns for incorrect orders must be sent back within 7 days, in the original packaging, and must be unused.

Q: What happens if my purchase breaks/tears? Can I send it back or get it repaired? Who do I send it to?

A: You can send it back to us : 17 Mahilion Road, Sheffield Business Park, Philippi, Cape Town.. Attention Ridhwa (Repairs department)

Q: What happens if there is damage to my product that does not fall under general wear and tear?

A: We endeavour to always assist with any issues with product, you can contact repairs@performancebrands.co.za for any repairs issues.

Q: I ordered a product but it never got delivered, what happened? Who Should I contact to query this?

A: You can contact us at shoponline@firstascent.co.za and we will rectify the issue for you

For any other questions please contact us at: shoponline@firstascent.co.za


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