FAQ

Frequently Asked Questions

Topics covered in this FAQ

Ordering from our online store

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Returns and Refunds

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Product Care

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Ordering from our online store

Navigate via the menu, or use the search to find the product you are looking for. Choose a product colour by clicking the colour swatch, then choose the product size and insert the quantity of products you want to purchase. Then click "Add to Cart". Do this for one more products and when you are ready to checkout click the shopping cart icon at the top right of your screen, then click "view cart" to see to see your shopping cart. Once you you have finalised your cart, please click the "checkout" button and follow the onscreen prompts to place your order.

This is a situation that rarely happens and First Ascent is 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 5-10 working days.

If you have received an order confirmation email, and your order status says "Processing" or "In Picking" will we be able to immediately cancel your order and process a refund.

If you have received a shipment notification email, and your order status says "Complete", we will not be able to immediately cancel your order and process a refund. We will first have to retrieve the order from the courier and then we can process a refund.

We do not allow changes to your order once your order status says "In Picking". Please contact our support desk for more assistance to request an order cancellation.

Once your order has been cancelled, we will refund you immediately (so long as your order has not been shipped) and you must please place a second order with the correct items.

Shipping & Delivery

We do not deliver to PO Boxes addresses. Please see our Shipping info page for our full shipping and delivery policy.

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.

From the date of purchase it should take 2-4 weekdays (weekends excluded) to receive your order.

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.

Although rare, sometimes an incorrect item could be shipped to you. Please contact us immediately and we will collect the incorrect items and deliver the correct ones at no charge to you.

Please contact us at info@firstascent.co.za or call 021 180 4444 and we will rectify the issue for you as soon as possible.

Payments

We only accept South African 3D Secure enabled VISA and Mastercard bank cards (credit, cheque or debit), instant EFT, as well as monthly payment plans using Mobicred.

Credit and chipped debit/cheque cards are required to be 3D secure enabled in order to transact our website. 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 

PayU uses a highly secure, innovative and easy to use system called Ozow EFT Pro to handle EFT payments that allows you to pay in a similar way to paying via credit card. The nifty thing about this service is that you don't need to log into your internet banking to use it or add First Ascentas a beneficiary. Simply choose the EFT option, choose your bank and then log in with your internet banking credentials to make an instant EFT payment. If the payment is successful your order will be processed immediately.

Returns and Refunds

First, read this page for information on our returns and refunds policy. Please send us an email to info@firstascent.co.za (include all relevant info about your order) and we'll get back to you as soon as possible. Please note that we can send our own courier to collect your return, but the cost of this collection will be deducted from your refund.

Yes of course. Please note that the item must not be used or worn, the hygiene strip must still be in place and the original product tags must be attached. Please send the item back to us (you can decide if you want a refund, or if you want something else to the same value). Refunds on products are only processed once we have received the item in our warehouse and it has been inspected.

Returns must be sent back within 30 calendar days of purchase, in the original packaging, and must be unused and unworn.

As your order was an online order, you are only able to return the item directly to us and you can not return it to a store

Returns and Warranties

All our products come with a manufactures warranty that covers our products against manufacturer defects. Please see our Warranty and Repairs page for more info.

We endeavour to always assist with any issues with our products and you can contact repairs@performancebrands.co.za for any out of warranty repairs issues.

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