Frequently Asked Questions (FAQ)
Have a question? Please browse through our FAQ to find quick and concise answers to many common questions. If you can't find a satisfactory answer, please, don't hesitate to contact us.
Tracking and Shipments
Is there a minimum order quantity?
There is no minimum order quantity, however, to do this we charge our delivery costs according to parcel size.
How much will shipping cost me?
Shipping costs are based on the different zones in South Africa and the parcel size.
Gauteng Province Zone:
- Delivery fee R75.00
- For orders above R1000.00 we offer free shipping
Northern Cape Province Zone:
- 0.0kg - 15.0kg will cost R150.00 for shipping
- 15.0kg - 20.0kg will cost R175.00 for shipping
- 20.0kg - 25.0kg will cost R195.00 for shipping
- >25.0kg will cost R215.00 for shipping
- For orders above R3000.00 we offer free shipping
Eastern Cape Province Zone:
- 0.0kg - 15.0kg will cost R150.00 for shipping
- 15.0kg - 20.0kg will cost R175.00 for shipping
- 20.0kg - 25.0kg will cost R195.00 for shipping
- >25.0kg will cost R215.00 for shipping
- For orders above R3000.00 we offer free shipping
Western Cape Province Zone:
- 0.0kg - 15.0kg will cost R120.00 for shipping
- 15.0kg - 20.0kg will cost R140.00 for shipping
- 20.0kg - 25.0kg will cost R160.00 for shipping
- >25.0kg will cost R180.00 for shipping
- For orders above R2000.00 we offer free shipping
Free State Province Zone:
- 0.0kg - 15.0kg will cost R115.00 for shipping
- 15.0kg - 20.0kg will cost R130.00 for shipping
- 20.0kg - 25.0kg will cost R150.00 for shipping
- >25.0kg will cost R165.00 for shipping
- For orders above R2000.00 we offer free shipping
KwaZulu Natal Zone:
- 0.0kg - 15.0kg will cost R115.00 for shipping
- 15.0kg - 20.0kg will cost R130.00 for shipping
- 20.0kg - 25.0kg will cost R150.00 for shipping
- >25.0kg will cost R165.00 for shipping
- For orders above R2000.00 we offer free shipping
Mpumulanga Province Zone:
- 0.0kg - 15.0kg will cost R115.00 for shipping
- 15.0kg - 20.0kg will cost R130.00 for shipping
- 20.0kg - 25.0kg will cost R150.00 for shipping
- >25.0kg will cost R165.00 for shipping
- For orders above R2000.00 we offer free shipping
Limpopo Province Zone:
- 0.0kg - 15.0kg will cost R150.00 for shipping
- 15.0kg - 20.0kg will cost R175.00 for shipping
- 20.0kg - 25.0kg will cost R195.00 for shipping
- >25.0kg will cost R215.00 for shipping
- For orders above R3000.00 we offer free shipping
North West Province Zone:
- 0.0kg - 15.0kg will cost R115.00 for shipping
- 15.0kg - 20.0kg will cost R130.00 for shipping
- 20.0kg - 25.0kg will cost R150.00 for shipping
- >25.0kg will cost R165.00 for shipping
- For orders above R2000.00 we offer free shipping
How do I track my shipment?
Tracking numbers/links will not be supplied automatically. If you require a tracking number/link you are requested to make such a note to your order, or to contact us at george@naturesheart.co.za or to telephone us at 082 553 5761. We will then send the information to you upon dispatch, either by WhatsApp, or by SMS, or by email based on our choice of medium.
There was no shipping option available
You may be located outside of our normal shipping zone, or may have a shipment larger than what our automatic system is configured to handle. Please email your order to our sales team at sales@naturesheart.co.za, and we will contact you with a custom quotation.
How long will my shipment take to reach me?
We aim to ship your order within 48 hours (2 working days) of it being placed. Once your order is handed over, it should take 1-5 working days to reach you, depending upon your location in South Africa.
If there is any delay in the process we will inform you.
How is my shipping calculated?
The shipping rate is calculated based on you location and the shipping weight of the order i.e. the shipping cost will only increase when the shipment weight enters the next tier. These rates are calculated to maximize savings to you, the customer.
Free shipping is calculated on the value of the cart, and this amount varies according to the shipping destination.
Exchanges and Returns
What do I do if I received damaged goods?
Please, contact us immediately if you discover damage in delivery. We handle returns on a case by case basis to ensure we deliver the most effective remedy. An image of the damaged or faulty product is usually required and we ask that this be emailed to sales@naturesheart.co.za.
Payments and Security
What payment options are available?
We offer two payment options: Conventional EFT/Bank Deposit, and Credit Card (/Masterpass) payments processed by PayFast. Nature's Heart accepts Credit Card payments from both Visa and Mastercard as well as Masterpass (a "wallet" solution of Mastercard). We do not accept Debit Card.
How does the Conventional EFT option work?
This option may be exercised either by ordering using the website, or by submitting an order to Nature's Heart via email to sales@naturesheart.co.za.
If ordering using the website, you submit your order choosing the Bank Deposit option, we will then email you the invoice (our banking details are on the invoice). Once payment has been made and we have received a proof of payment, your order will be processed.
If ordering by email, we will respond by sending you a pro-forma invoice that will also serve as a quotation. Upon acceptance of the pro-forma invoice and receipt of a proof of payment, your order will be processed.
What is PayFast?
Payfast is a secure online payment processing system. Nature's Heart have chosen PayFast as our secure payments partner, and have enabled the payment mechanisms as indicated, which therefore permits our customers to transact securely in ZAR.