END OF RANGE SALE WHILE STOCKS LAST!

FREQUENTLY ASKED QUESTIONS

We've listed some of the frequently asked questions below.  If you do not find your answer here, please feel free to email info@thefamshop.co.za and we will answer any further questions you may have.

ORDERS:

Q: Is it possible to cancel or amend my order before dispatch?
A:
If you wish to cancel or amend an order, please contact us as soon as possible, including your order number info@thefamshop.co.za. We will try our best to catch your order before it is shipped. We can’t guarantee that it will be possible to cancel/amend all orders in time, in which case, please see the Returns FAQs.

Q: I've never ordered online, how does it work?
A:
Ordering from our store is a simple procedure. Once you have found the item or items you like simply click the "add to cart" button on that particular page. Once you are done shopping for items, you can click on the shopping cart icon in the top right corner of the site. Here you can review your items before you click the "check out" button. Next step is filling out your shipping address and phone number so we know where to send your valuable goodies you have just ordered. When you have completed filling out that information you click on the "continue to shipping method" button. On this page you will be able to choose your shipping method which will be based on your location, this page also adds our shipping fee (which is free) to your order which you can review before continuing onto the payment method page. Once on the payment method page you can click on the "complete order" button which will then redirect you to a secure PayFast page where you can choose a payment option that will suite you. Once paid and completed you will receive a confirmation email with an order number (ex. ORDER #1001) and you will be able to use this order number if you have any queries regarding your order.

Q: Which payment methods do you accept?
A: Credit cards are not the only form of payment we accept, the payment options available are the following:

Credit or Cheque card – Instant EFT – Debit Card.

Q: Can I exchange my clearance sale items, or receive a refund?
A: 
Unfortunately we can not exchange any clearance items or refund any items from the clearance sales.

 

DELIVERY:

Q: When can I expect my order?
A: Delivery times differ in terms of your location. Orders are processed Monday and Wednesday between 08:00 & 12:00, which is the cut off time for courier collections for the day.

As we are a small business, please keep in mind that we might be spending time with our families and these days have been specifically chosen. If your order is placed after 12:00 the order will be moved over to the next processing day.

Once collected, by the courier, you will recieve a confirmation email which contains all the necessary tracking details of your parcel.

You can track your order with your tracking number by visiting www.fastway.co.za.

For any queries regarding changes to delivery address or exact date and time of delivery please contact www.fastway.co.za.

General guidelines for delivery times to most major centers are as follows:

Durban to Durban and surrounding areas: ½ to 1 Day Business Days.

Durban to Johannesburg & Greater Gauteng area: 2 to 3 Business days.

Durban to Cape Town and surrounding areas: 3 to 4 Business days.

Durban to Limpopo 4 to 5 Business days or 5 to 7 Business days, depending on your exact location.

 

 

RETURNS/EXCHANGES:

Q: I would like to exchange 1 or more of the products, how do i do this?

A: All exchanges should be communicated via email to info@thefamshop.co.za within 5 days of receiving the item. The item must be in its original packaging and condition. The exchange can only take place if we have stock of what you are wanting in exchange for the item, otherwise we can offer your money back or you can choose another item for the same price. Sale/clearance sale items cannot be exchanged or refunded due to limited stock and sizes so please make sure before you place your order.

Once the exchange has been communicated via email we will provide you with a postal address for returning the item. Please note that you will be responsible for the shipping costs involved to return the product, along with the new shipping fee to return the new item back to you. We recommend you contact www.fastway.co.za (our courier of choice). We will not be held responsible for any loss or damage to the product during its return journey, and can also not collect items from a Post Office or Postnet. 

Q: How long will it take to process my return?
A: Once we have received your item, your exchange or refund will be processed within 5 working days (Monday - Friday). 

Q: How long will it take for the money from my refund to be credited to me?
A: Your refund will usually be processed within 5 working days of receiving your return. The length of time it takes to credit your account depends on the refund method, so please refer to the terms of your card issuer or other payment method for information.

Q: Can I exchange my clearance sale items, or receive a refund?
A: 
Unfortunately we can not exchange any clearance items or refund any items from the clearance sales.

 

SIZING:

Q: How do I know if a shirt or sweater will fit me or not?
A: Each garment has a size chart on the page where you select the size. If you feel unsure please email info@thefamshop.co.za .

 

WASHING:

Q: How do I care for my product?
A: Please wash all garments inside out on a low/delicate wash, and with similar colours. DO NOT tumble dry or iron directly on the design.

 

CONTACT:

Q: How can I contact you if I need further assistance?
A: If your questions weren’t answered by our FAQs, please contact us via info@thefamshop.co.za , stating your order number (if you have already placed an order) and your name, and we’ll aim to help you as soon as possible.

Q: Do you offer wholesale?
A: For any questions about wholesale please contact us via email.