Frequently Asked Questions
For all online shopping queries, please Contact Us.
SHIPPING & DELIVERY
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: 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 the date of purchase it should take 2-4 week days (weekends excluded) to receive your order. We do not deliver to PO Boxes addresses. Please see our Shipping info page for our full shipping and delivery policy.
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: 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.
Q: What if I place an order and I find out the stock I ordered is not available?
A: 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.
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 firstname.lastname@example.org or call 021 180 4444 and we will rectify the issue for you as soon as possible.
Q: What payment methods do you offer?
A: We use PayU to process your payment for your order. We accept 3D Secure enabled VISA and Mastercard credit as well as EFT.
Q: My credit card details are not being accepted, what should I do?
A: 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 email@example.com
Q: How does EFT payment work and do I need to add First Ascent as a beneficiary?
A: PayU uses a highly secure, innovative and easy to use system called 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 Ascent as a beneficiary.
Q: How do I log a return?
A: First, read this page for information on our returns and refunds policy. Please send us an email to firstname.lastname@example.org (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.
Q: If I try it on and it’s the wrong size can I send the purchase back?
A: Yes of course. Please note that the item must not be used or worn, must include all original accessories (if applicable) and have its tags 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). A refund will appear in your account within 10 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 and unworn.
REPAIRS AND WARRANTIES
Q: What happens if my purchase breaks/tears? Can I send it back or get it repaired? Who do I send it to?
A: We have a comprehensive warranty cover on all our products against manufacturer defects. Please see our Warranty and Repairs page for more info.
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 our products and you can contact email@example.com for any out of warranty repairs issues.