Below Frequently Asked Questions are some common concerns of our customers before purchasing an item, if you have other questions, please just send it to email@example.com
Customers cannot change the item in the order once payment is completed. Please contact our customer service to help change it for you. However please note we can only help change the item before the package is processed by the delivery company. If there is any price difference, we will either refund you after the order is out for delivery or ask you to pay for the new item if it is more expensive. We can only arrange delivery once we receive the complete payment.
Customers can disregard an unpaid order if you do not want it anymore. After payment is completed, customers can contact our customer service to help cancel the order before it is processed by the delivery company. Once the package is sent out for delivery, no one can cancel the order in such cases
We can only help to change the delivery method before the delivery company sends the package out. Therefore, we advise to contact us within 24 hours to inform us which delivery method you would like to choose. If there is any price difference, we will either refund it for you or ask you to pay for it. We can only arrange delivery once the complete payment is received.
Downtown Vapoury offers two kinds of delivery methods that can reach most locations nationwide. Add items to your cart and you can check all the available shipping methods after filling in your delivery address during checkout.
If your address is located in a remote area for the delivery method of your choice, we will contact you to discuss the issue. However, if you do not want to pay any additional fees, we would suggest that you get your order delivered to another address where the delivery service is available. Alternatively we advise to change the delivery method into an economic way. We will refund you the difference in delivery fees.
We offer free delivery only for purchases above R1000.
With most orders we can arrange delivery within 48 hours after we receive complete payment. If unfortunately the item purchased is not in stock, our customer service will contact you to inform you of the estimated dispatch time and offer solutions.
When the order is sent out for delivery, there will be a confirmation message sent to you. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already been sent our for delivery).
The item stock availability can be updated and changed at any time due to the popularity and/or supply constraints of some of the products. If we are restocking an item, we advise to give the item 3-7 more working days for process. If the item becomes out-of-stock, we advise to choose a replacement on the website or consider cancelling the item to get a refund. Please feel free to contact our customer service to inform us of your decision.
We will arrange delivery immediately once the items are available. If the estimated restocking time is postponed due to some reason, we will send a message to inform customers and offer proper solutions.
Members can win reward points by signing up for our rewards program, placing an order, signing up for our email newsletter.
Please make sure there are sufficient funds in your payment account when paying for your order. If the payment is failed, please try another payment account to check if the payment can be successful. If the issue remains, please contact our customer service and provide more details of the error message received.
We advise to check the below information in your own accounts at first: 1) Check the order record in "My Orders" in your Downtown Vapoury account; 2) Check the transaction record in your payment account to confirm if the payment is successful. If you cannot find the order record in your Downtown Vapoury account, please provide the transaction payment receipt, your Downtown Vapoury email account and the items you purchased for our customer service, we will help you check it in detail within our system.
Customer can pay for the order with reward points store wallet. There is no amount limit. Once the payment is completed, please contact our customer service to help confirm the payment and change the order status for you. Payment via store wallet is fast, safe and convenient. If there is any unacceptable behavior in using your store wallet, Downtown Vapoury reserves the right to reset the store credits in customer's account.
Unfortunately the coupon code cannot be used after the payment for the order is completed. In this situation we advise you to place a new order with the coupon code before it expires.
Customer can use the reward points as a discount in the order during checkout. If there is any unacceptable behavior which goes against the above regulations in using points, Downtown Vapoury reserves the right to reset the points in customer's account.
Our Telephone: +27 31 207 4219 is available for nationwide customers. Our working time: Mon-Fri. 9:00am-5:30pm, Sat: 9:30am-2:30pm. Customers can feel free to make a phone call to us during the above working time. If there is any issue with your order when we are off-work, we advise to submit a message to our customer support center via our contact us page, we will reply to you within 24 hours.
Please note there can be a delay between scanning event and the delivery company's updated information online. However it doesn't mean we haven't sent the package out if the tracking result cannot be found. We receive the tracking number after the package is sent to the delivery company. In this situation, we advise to track the parcel online again a few hours/days later. If this status lasts more than three working days after you receive the tracking number, please contact us and we will help you check the status with the delivery company.
Customers are advised to check the address carefully before completing payment. If unfortunately the package is sent to an incorrect address, we are unable to change the address after the package is sent out for delivery. In this situation, please contact our customer service, we will help to check it with the delivery company to confirm if the package can be returned and redelivered to the correct address. If there is any extra fee charged by the delivery company in this return and redelivery, customers have sole responsibility to pay for these fees.
Please note there can be delay between scanning event and the delivery company's updated information online. However it doesn't mean we haven't sent the package out if the tracking result cannot be found. We receive the tracking number after the package is sent to the delivery company. In this situation, we advise to track the parcel online again a few hours/days later. If this status lasts more than three working days after you receive the tracking number, If your parcel is being returned to sender due to any reason such as: * Unclaimed * Incomplete/Insufficient Address * Undeliverable as Addressed * Refused, etc... Only once the parcel arrives back to our facility and is checked in, will a refund be issued after we confirm the package is in an undamaged and resalable condition. Customers will be responsible for return delivery fees. We cannot be held responsibility for delays and transit times if your parcel is being returned. NOTE : When a parcel is sent back, as no one is essentially covering the return delivery, the destination carrier will send the item back with the slowest and cheapest delivery method to incur the least amount of cost. With that being the case, they will typically hold the parcel until they have enough items to send back at once to make it worth their money. This typically results in longer return transit times.
When there is an issue with the item after using, we can offer three months warranty for defective items. For more details, please review our Returns Policy.
Please fellow two steps: Step 1 - Try to troubleshoot the item by checking the technical support we provided on the FAQ page. Often we can solve the problem for you without you needing to send anything back. If you cannot solve the issue by yourself with the solutions offered, we advise to ask a professional technician to help confirm that the item is faulty instead of being incorrectly used. Step 2 - Contact our customer service with order number, item SN number and necessary photos or videos to describe your issue in detail, we will review your case with the information and offer proper solutions according to our warranty policy for each specific case.