What is your returns policy?
We trust you will be completely satisfied with any product purchased from us. However, should you wish you can return it for any reason within 28 days from the date of despatch for a full refund (less courier costs), excluding gift cards and E-gift cards. Items must be unused and in an as-new condition with all packaging and labels/tags attached. We aim to process returns as soon as possible, however, please allow up to 14 days for your refund to be processed during peak periods.
Please take care when trying items on. If an item is returned to us in an unsuitable condition, worn or damaged, we won't be able to refund you. In this case, we would have to send the item back to you and ask you to cover the costs of delivery. If we don’t hear back from you within 14 days, the goods will be destroyed.
How do I return an item?
Please drop us an e-mail to firstname.lastname@example.org giving us your order number, collection address and reason for return and we will send couriers around to collect the item for us to inspect before processing any further.
How long will it take for my refund to be processed?
Can I exchange items?
Yes, we’re happy to organise this!
If you wish to exchange your item for an alternative size or colour, please email us with details of the new item you would like and we will arrange the exchange. Note: good returned for exchange must be returned unused and in original packaging with all tags and labels attached.
Can I return multiple orders back to you in one parcel?
Yes of course, you're more than welcome to return items from different orders in one package back to us to save on courier costs. Please ensure you include invoices in the parcel or if you haven't got these, then the order numbers, your details and the reason for the return.
I think my item is faulty, what should I do?
If your product develops a manufacturing fault within 30 days of purchase, please click here to contact us via our form to let us know about the issue and we’ll look to replace or refund it. Please attach images to enable us to deal with your query quickly.
If you’ve purchased the item from us within the last 12 months and it’s developed a manufacturing fault, please click here to contact us via our form. Our Customer Care team will be in touch to let you know how to proceed and in most cases, we aim to offer a repair if possible. Please note that we will need a reasonable amount of time to carry this out and will do our best to come to a resolution as soon as possible. To speed up the process, please attach images to the form to assist our Customer Care team.
What are the South African delivery options?
4-5 working days. (Main City Centres, Excl outlying areas which can take an extra 3 - 4 days)
Despatch and delivery is between Monday and Friday (excluding public holidays).
When will you despatch my order?
All orders will be shipped as soon as possible.
For the Priority Shipping Delivery option, orders must be placed before 3pm Monday to Friday to be despatched on the following day and delivered to you within 2 - 3 working days (excludes weekends and public holidays).
For the Standard Delivery option, we'll aim to despatch your order on the following day as long as it's placed before 3pm. Lead time for standard delivery is 4 - 5 working days.
At exceptionally busy times like Christmas or over the Easter periods deliveries may be delayed by a day or two beyond normal timescales quoted. At these times we cannot guarantee next day delivery when selected.
When will I receive my Priority Shipping order?
If you placed your order before 3pm Monday to Friday (excluding public holidays) and selected our priority shipping option then you will receive it within 2 - 3 working days. (you will also be able to track your parcel online, you will receive a link from us to track it)
Can I track my order?
Yes, when we despatch your order we will email you with the tracking details (this email can sometimes go into a junk folder so check there too). Tracking details may not appear on the carrier's website until the parcel has been scanned into their network on the evening of despatch.
If you've set up an account with us then you can log in to check the status and tracking of your order.
Can I use an alternative delivery address?
Yes, when paying by card or EFT you can enter your delivery address at the first stage and then enter your billing address where your card is registered to at the payment method stage.
Will I need to sign for my delivery?
We use a variety of reputable door to door courier service, some of these services may require proof of delivery or a copy of your invoice
Can I change my delivery address after I've ordered?
Yes, you can change your delivery address if your order has not yet been shipped. simply drop us an e-mail as soon as you can to update the shipping address, please also provide us with your order number
FAQ's Returns & Deliveries
VIRTUAL OCEAN - FAQ's for Returns & Deliveries
What is your returns policy?