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FAQ

Getting Started

What are my payment options?

Payment can be made via:

 

Credit & Debit Card

 

Maestro & Visa Electron

 

Ozow: EFT with Ozow enables you to make EFT payments that clear immediately. ABSA, Capitec, FNB, Nedbank, Standard Bank and Investec are supported.

 

PayFast: EFT with PayFast enables you to make instant EFT payments that clear immediately. FNB, Nedbank, Standard Bank & Investec are supported.

 

COD (Cash on Delivery): Offered as a payment option for certain orders, delivered within certain geographical areas, and on select products based on value. Only cash payments are accepted. No card or digital payment facilities are available at this time.

 

MasterPass by MasterCard

Can I pay using EFT?

Yes, Appetite SA has two Instant EFT payment options via payment partners  Ozow and PayFast.
Instant EFT is a payment service that allows you to pay via EFT without the hassle of a waiting period or additional fees.

Ozow

Ozow is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank. Ozow allows for electronic funds to be transferred inter-bank directly into the sellers bank account, in real time, using the current infrastructure of your bank’s internet banking functionality.

How it works:

  1. Select Instant EFT as your payment option during checkout and click on the Ozow option – then select your bank
  2. Login using your internet banking credentials
  3. Select an account to pay from and enter a reference for your records
  4. The automated process will navigate and populate the relevant fields on your behalf in the background
  5. Your bank will send you an OTP (one-time password) or mobile authentication to your mobile phone to verify the payment
  6. Enter your OTP or accept the authentication message
  7. Payment is complete

Benefits:

  1. Your order status will be updated immediately
  2. There is no need to send through a proof of payment
  3. There is no need to wait for funds to reflect in our account
  4. There is no need to enter Appetite SA’s banking details or order reference number

Is it safe?

  • Ozow guarantees the highest levels of security when paying online
  • Ozow has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security
  • Ozow acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller
  • Your online banking login details are NOT stored by Ozow

 

PayFast
PayFast is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank.

How it works
There are two ways to make an EFT payment using PayFast; Automatic EFT and Manual EFT.

Automatic EFT

  1. Select Instant EFT as your payment option during the checkout process and click on the PayFast option, selecting Instant EFT.
  2. Select your preferred bank.
  3. Login using your internet banking credentials.
  4. Select an account to pay from and enter a reference for your records.
  5. The automated process will navigate and populate the relevant fields on your behalf in the background.
  6. Your bank will send you an OTP (one-time-pin) or mobile authentication to your mobile phone to verify the payment.
  7. Enter your OTP or accept the authentication message when prompted.
  8. Payment will then be completed.

Benefits to using Automatic EFT:

  1. Your order status will be updated immediately.
  2. There is no need to send through a proof of payment.
  3. There is no need to wait for funds to reflect in our account.
  4. There is no need to enter Appetite SA’s banking details or an order reference number.

Manual EFT (Only available to ABSA, First National Bank, Nedbank and Standard Bank customers)

  1. Select Instant EFT as your payment method during the checkout process and click on the PayFast option, selecting Instant EFT.
  2. Select the “Make an EFT payment from your bank” option at the bottom of the page.
  3. You will be redirected to the PayFast payment engine where you’ll be prompted to pay the appropriate amount via EFT from your internet banking site.
  4. PayFast account details and a unique reference number will be provided to you by PayFast during the payment process.
  5. After completing your EFT payment on your internet banking site, return to the PayFast screen and click the “COMPLETE” button.
  6. Receipt of your payment will be verified and your order completed.
  7. You will be notified of successful payments and completion of your order via email.

Benefits to using Manual EFT:

  1. No manual reconciliation or missing payments.
  2. Instant confirmation of funds received.
  3. No delay in authorisation and delivery of your order.
  4. No special software needed.

Is it safe?

  • PayFast guarantees the highest levels of security when paying online.
  • PayFast has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security.
  • PayFast acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller.
  • Your online banking login details are NOT stored by PayFast.

Can I Pay With Cash?

When an item is marked ‘Eligible for Cash on Delivery’ on a product page, it means you can pay for this item with cash when your driver delivers your goods.

Important: Currently we only accept cash payments when the Cash on Delivery option is selected. Credit & Debit Card or any other digital payments won’t be accepted on delivery.

If your whole order is eligible for COD, it will be displayed as a payment option for you to select at checkout. Then make sure you have the exact amount of cash ready for our friendly delivery driver when he arrives.

We can’t offer COD for every order. If you get to the checkout and COD is NOT listed as a payment option, unfortunately your order doesn’t qualify.

We don’t offer COD for any orders that:

- include digital products (e.g. Gift vouchers or airtime)
- include customised products (e.g. a sports shirt printed with a personalised name)
- total R5,000 or more
- will be collected from our warehouse
- are being delivered to an address falling outside of our Appetite SA Delivery Team area

If COD isn’t available for you, don’t worry. There are lots of other 100% secure and easy ways to pay, including EFT & debit card.

When will my Instant EFT payment clear?

When paying by Instant EFT, there will be no waiting period before your payment is received and your order is authorised.

When will my credit card be charged?

Your credit card will be charged after the successful placing of your order and the approval of your card. If there are any problems, you’ll hear from us.

Ordering and delivery

How do I buy something from Appetite SA?

  1. Find the product you wish to buy

Keyword search boxes are located on nearly every page of the website. You will also be able to browse our product under the Shop Appetite Page. When you find a product that interests you, click the title or name of the product to see its details, including availability and dispatch estimate times.

  1. Add to cart

Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the green cart button at the top right of any page on the Appetite SA website.

You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out with immediately, or which are out of stock but that you want to remember for later. You can move products between your shopping cart and your Wish List. Products have to be in your shopping cart for you to check out.

  1. Checkout

3.1. Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart.

3.2. If prompted, sign in to your account or create a new account if this is your first order.

3.3. Choose your delivery method:

3.3.1. Courier delivery to your door

3.3.2. Collect from a Appetite SA pickup Point

3.4. Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order.

3.5. Review your order details and complete payment

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.appetitesa.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@appetitesa.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Please see our Appetite Delivery Time Policy

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this Appetite Delivery Charges to check the postage fees for different destination within South Africa. 

Can I cancel my order?

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

How do I cancel my order?

Get in touch with us to cancel an item or a complete order. If the order has not yet been paid for, it can simply be cancelled. If it has been paid for, you have the option of a credit or a full refund. Please see our return and refund policy. 

Can I change my delivery address?

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

What are my delivery options?

Appetite SA offers 2 convenient methods of delivery:

  • Courier- We deliver directly to your home or office, anywhere in South Africa.  All delivery and tracking details are supplied to you at checkout;
  • Collect - You can choose to collect from a Appetite SA Pickup Point near you.

Does Appetite SA ship internationally?

We do not ship outside of South African borders at this time.

How do I track my order online?

Once we’ve received your order from our suppliers, we’ll send you an e-mail with tracking details. If in doubt, contact us.

Please note:

  • The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account. For cheque deposits, this means once the funds have been cleared, which is usually only 7 days after the deposit.
  • Business days are defined as Mondays to Fridays, excluding public holidays.

What happens if a product is out of stock?

If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.

We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

Do you have any collection points near me?

We have three collection points in South Africa:

Our HQ

Warehouse 1, Sterling Industrial Park,
CNR Sterling & Samrand Road,
Olievenhoutbosch, Centurion,
South Africa, 0187

+27 10 591 3874 Ext 3

 

Collection Point in Wynberg, Johannesburg

660 Louis Botha Ave, sandton, Johannesburg, 2090

011 887 8601

 

 

Collection Point in Polokwane, Limpopo

88 Schoeman St, Polokwane Central, Polokwane, 0700

015 293 2839

Pre-Order

What is a Pre-order?

Pre-orders allow you to place advance orders for products that have not yet been released or currently out of stock. When you place the Pre-order, we then order the product in advance from our suppliers.

Note: release dates are subject to change without prior notice. We’ll try to keep you informed of any potential changes.

When do I get charged for a Pre-order?

Credit Card Pre-orders are charged immediately. If you’re paying via Bank Deposit, you’ll hear from us when the payment is due.

Note: Standard Bank Autopay is unfortunately not an option on Pre-orders.

Can I mix normal orders with pre-orders?

Unfortunately you can’t mix Pre-orders with normal orders. You also cannot order a variety of Pre-order products in one transaction – checkout will only allow one Pre-order product (of any quantity) per transaction.

How do I cancel a Pre-order?

You are entitled to cancel your Pre-order prior to the point at which you receive a notification that it is being shipped for delivery. To cancel your Pre-order you can get in touch with us. 

What happens if the price of my Pre-order product changes?

If the price of a product you’ve already pre-ordered is dropped before the product is released, we will automatically adjust your Pre-order to the new lower price, and ensure you are charged for the new price. If you have already been charged, or have already deposited money, we will place the difference as credit on your Appetite SA account.

If the price of your Pre-ordered product increases, we will temporarily suspend your Pre-order. At the same time we will send you an email, with the option of changing your Pre-order to the new price, or cancelling your pre-order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.

Lay-By

What is Lay-By?

A lay-by agreement lets you buy a product and pay for it in two or more instalments before taking it home. It’s important for you to understand what the written agreement covers and how you or the business can cancel it.

Do you offer Lay-By?

Yes we do. If you wish to pay for our products via Lay-By, please contact we at info@appetitesa.com or +27 10 591 3874 Ext 3. We will contact you directly. Before we start the lay-by process, we require an Lay-By agreement between Appetite and the customer. We offer lay-by options from 3 months to 6 months. After the lay-by agreement, Appetite will provide the customer with a bank certified letter with our banking details. Within 48 hours of the agreed lay-by amount reflected in our account, we will provide the customer with an invoice via email. 

How do I cancel a Lay-By?

You are entitled to cancel your Lay-By prior to the point at which you receive a notification that it is being shipped for delivery. To cancel your Pre-order you can get in touch with us. However, there will be a penalty of 12.5% of the total amount of the lay-by as a result of the cancellation. 

What happens if the price of my Lay-By product changes?

If the price of a product you’ve already lay-by is dropped before the product is released, we will automatically adjust your Pre-order to the new lower price, and ensure you are charged for the new price. If you have already been charged, or have already deposited money, we will place the difference as credit on your Appetite SA account.

If the price of your Lay-By product increases, we will temporarily suspend your Pre-order. At the same time we will send you an email, with the option of changing your Pre-order to the new price, or cancelling your pre-order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit. For more, see The Appetite Returns and Refunds Policy.

How do I return an item?

Please contact our customer service team via info@appetitesa.com. Providing the return is within the 14-day cancellation period and meets our return criteria set out in The Appetite Returns and Refunds Policy, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@appetitesa.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached. For more, see The Appetite SA Returns and Refunds Policy

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card. For more, see The Appetite SA Returns and Refunds Policy

General

Can I see your Terms and Conditions?

Please click find our Terms and Conditions 

Can I see your Privacy Policy?

Please click to see The Appetite SA Privacy Policy