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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 Zone:

  • 0.0kg - 30.0kg will cost R57.00 for shipping
  • 30.0kg - 100.0kg will cost R114.00 for shipping
  • R1000.00 and up spent will be free shipping

Northern Cape Zone:

  • 0.0kg - 10.0kg will cost R183.00 for shipping
  • 10.0kg - 15.0kg will cost R200.00 for shipping
  • 15.0kg - 20.0kg will cost R217.00 for shipping
  • 20.0kg - 25.0kg will cost R234.00 for shipping
  • 25.0kg - 30.0kg will cost R251.00 for shipping
  • 30.0kg - 100.0kg will cost R500.00 for shipping
  • R4000.00 and up spent will be free shipping

Eastern and Western Cape Zones:

  • 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 - 30.0kg will cost R180.00 for shipping
  • 30.0kg - 100.0kg will cost R320.00 for shipping
  • R2000.00 and up spent will be free shipping

Freestate 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 - 30.0kg will cost R180.00 for shipping
  • 30.0kg - 100.0kg will cost R345.00 for shipping
  • R2000.00 and up spent will be free shipping

KwaZulu Natal 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 - 30.0kg will cost R180.00 for shipping
  • 30.0kg - 100.0kg will cost R345.00 for shipping
  • R2000.00 and up spent will be free shipping

Mpumulanga:

  • 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 - 30.0kg will cost R180.00 for shipping
  • 30.0kg - 100.0kg will cost R345.00 for shipping
  • R2000.00 and up spent will be free shipping

Limpopo:

  • 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 - 30.0kg will cost R180.00 for shipping
  • 30.0kg - 100.0kg will cost R345.00 for shipping
  • R2000.00 and up spent will be free shipping

North West:

  • 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 - 30.0kg will cost R180.00 for shipping
  • 30.0kg - 100.0kg will cost R345.00 for shipping
  • R2000.00 and up spent will be free shipping

How do I track my shipment?

Once your order is ready for dispatch, you will receive a tracking number via a shipping confirmation email. Click on the tracking number. The link will take you to a shipping partner's page where you are able to track your parcel.

Please note that your shipment may be sent via multiple parcels. In this instance you will receive more than one tracking number. If you have any issues please contact us.

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 1-4 working days to reach you. Please note that international deliveries will take longer.

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! 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 so please have one ready.

Payments and Security

What payment options are available? 

We offer three payment options: Conventional EFT/Bank Deposit, Credit Card and PayPal invoicing.  Our Credit Card payments are processed by PayFast. 

How does the Conventional EFT option work?

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.

How does your PayPal invoicing work?

Our PayPal invoicing allows you to pay in USD. You simply submit your order, and we will email you an invoice via PayPal. Once the invoice is payed your order will be processed.

Why can't I pay directly with PayPal?

PayPal does not currently accept ZAR(South African Rand). As our systems require payment in ZAR, a manual conversion is required to USD so that a PayPal transaction can be logged. 

What is PayFast? 

 PayFast is our secure payments partner, and allows our customers to securely pay via credit card, in ZAR.

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