Frequently Asked Questions (FAQ)

Orders

How do I place an order?

Simply browse our products, add your selected items to your cart and proceed to checkout. Follow the prompts to complete your purchase securely.

Can I change or cancel my order?

If your order has not yet been processed or dispatched, we may be able to assist. Please contact us as soon as possible with your order number.

How can I track my order?

Once your order has been dispatched, you will receive a tracking number and courier details via email.

Shipping & Delivery

Where do you deliver?

We currently deliver throughout South Africa.

How long does delivery take?

Delivery times vary depending on your location. Most orders are delivered within 2–7 business days after dispatch.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order value.

Do you offer free shipping?

Promotional free shipping offers may be available from time to time. Any applicable free shipping thresholds will be displayed on our website.

Products

Are the product images accurate?

We do our best to ensure that product images accurately represent the products sold. However, colours may vary slightly due to different screen settings and lighting conditions.

Are product dimensions exact?

All dimensions provided are approximate and may vary slightly due to manufacturing tolerances.

Do products come assembled?

Assembly requirements vary by product. Please refer to the product description for specific information.

What if a product is out of stock?

If an item is unavailable, it may be marked as sold out. We regularly update our inventory and may restock popular products.

Returns & Refunds

Can I return a product?

Yes. Eligible products may be returned in accordance with our Returns & Refunds Policy.

What if my item arrives damaged or faulty?

Please contact us within 7 days of receiving your order and include photographs of the issue. We will work with you to resolve the matter as quickly as possible.

How long do refunds take?

Once approved, refunds are typically processed within 5–10 business days, depending on your payment provider or bank.

Who pays for return shipping?

For defective, damaged or incorrectly supplied items, Smouse will arrange collection or cover reasonable return shipping costs. Change-of-mind returns may be subject to return shipping charges.

Payments

What payment methods do you accept?

We accept secure payments through the payment options available at checkout.

Is my payment information secure?

Yes. All payments are processed through trusted third-party payment providers using secure encryption technology.

Account & Support

Do I need an account to place an order?

No. Customers may check out as guests unless otherwise indicated.

How do I contact customer support?

You can contact our support team by emailing us at:

sales@smouse.co.za

What are your customer support hours?

We aim to respond to all enquiries within 1–2 business days.