{"id":377,"date":"2026-09-18T09:40:38","date_gmt":"2026-09-18T07:40:38","guid":{"rendered":"https:\/\/www.test.cartova.co.za\/?page_id=377"},"modified":"2026-10-16T08:43:25","modified_gmt":"2026-10-16T06:43:25","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.test.cartova.co.za\/index.php\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t
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CARTOVA \u2014 FREQUENTLY ASKED QUESTIONS<\/strong><\/h1>\n

Find quick answers about Cartova accounts, orders, payments, delivery, returns, refunds, privacy and customer support.<\/p>\n

Account & Login<\/h2>\n

How do I create a Cartova account?<\/h3>\n

You can create an account during checkout the first time you order. Just make sure the details you enter are accurate and up to date.<\/p>\n

I forgot my password \/ can’t log in \u2014 what do I do?<\/h3>\n

Use the “Forgot Password” link on the login page to reset it. If you’re still having trouble, please contact us through our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong>.<\/p>\n

Can I update my account details?<\/h3>\n

Yes, you can update your details anytime by logging into your account. Keeping your delivery address and contact number current helps avoid delivery issues.<\/p>\n

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Orders & Minimum Order Value<\/h2>\n

Is there a minimum order value?<\/h3>\n

We may apply a minimum order value. If one applies, it\u2019s shown at checkout before you pay, along with how much more you need to add.<\/p>\n

See our <\/em>Website Terms and Conditions<\/a><\/strong> and <\/em>Shipping and Delivery Policy<\/a><\/strong>.<\/em><\/p>\n

Can I cancel my order after placing it?<\/h3>\n

You can request cancellation any time before your order has been packed, processed, or handed to a courier. Once it’s entered fulfilment, we can’t guarantee cancellation \u2014 at that point, our Returns Policy would apply instead.<\/p>\n

See our <\/em>Website Terms and Conditions<\/a><\/strong>, Clause 12, and our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

Can Cartova cancel my order?<\/h3>\n

Yes, in specific situations \u2014 for example, if payment fails, stock runs out, the delivery address is outside our area, or we suspect fraud. If we cancel after you’ve paid, we’ll refund you.<\/p>\n

See our <\/em>Website Terms and Conditions<\/a><\/strong>, Clause 13.<\/em><\/p>\n

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Payments<\/h2>\n

What payment methods do you accept?<\/h3>\n

We currently accept Payfast, Yoco, manual EFT, and Instant EFT. We may add other options in future, shown at checkout.<\/p>\n

See our <\/em>Payment Policy<\/a><\/strong>.<\/em><\/p>\n

How do I know my payment is secure?<\/h3>\n

Card, Payfast, and Yoco payments are processed and confirmed directly by our payment gateway \u2014 we don’t see or store your full card details. Confirmation typically happens within seconds.<\/p>\n

See our <\/em>Payment Policy<\/a><\/strong> and our <\/em>Privacy and Cookie Policy<\/a><\/strong>.<\/em><\/p>\n

I paid by manual EFT \u2014 why hasn’t my order been processed?<\/h3>\n

We only process manual EFT orders once your payment shows in Cartova\u2019s bank account. A proof of payment on its own isn\u2019t enough. This can take longer than instant payment methods, so please allow time for it to clear.<\/p>\n

Your order is held for 48 hours (weekends and public holidays don\u2019t count). If we haven\u2019t received payment by then, the order is cancelled. To get your order processed sooner, choose \u201cimmediate payment\u201d in your banking app (your bank may charge a fee).<\/p>\n

See our <\/em>Payment Policy<\/a><\/strong>.<\/em><\/p>\n

I paid after my order was cancelled. What now?<\/h3>\n

If your payment reaches us after your order has been cancelled, we\u2019ll refund it to the account it came from. If you\u2019d like to keep the order and the products are still available, contact us through our Contact Us<\/a> and Help Centre<\/a> and we can reinstate it.<\/p>\n

See our <\/em>Payment Policy<\/a><\/strong>.<\/em><\/p>\n

Do you store my card details?<\/h3>\n

No. We never store your full card details \u2014 this is handled securely by our third-party payment providers.<\/p>\n

See our <\/em>Payment Policy<\/a><\/strong> and our <\/em>Privacy and Cookie Policy<\/a><\/strong>.<\/em><\/p>\n

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Delivery<\/h2>\n

Where do you deliver?<\/h3>\n

We currently deliver to selected areas within the Western Cape. We’re working on expanding this over time.<\/p>\n

See our <\/em>Shipping and Delivery Policy<\/a><\/strong>.<\/em><\/p>\n

How much does delivery cost?<\/h3>\n

Delivery fees depend on your area, parcel size, and delivery method, and are shown at checkout before you pay.<\/p>\n

See our <\/em>Shipping and Delivery Policy<\/a><\/strong> for our indicative fee table.<\/em><\/p>\n

How long does delivery take?<\/h3>\n

Most Cape Town metro deliveries arrive within 2\u20134 business days; extended areas may take 3\u20136 business days. Bulky or special-order items can take longer \u2014 this will be communicated to you.<\/p>\n

See our <\/em>Shipping and Delivery Policy<\/a><\/strong>.<\/em><\/p>\n

My delivery hasn’t arrived \/ is late \u2014 what do I do?<\/h3>\n

Please contact us through our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong> and include your order number.<\/p>\n

Delivery can occasionally be delayed by things outside our control, like courier volumes or weather \u2014 we’ll do our best to update you if we’re aware of a delay.<\/p>\n

See our <\/em>Shipping and Delivery Policy<\/a><\/strong> and our <\/em>Complaints and Customer Support Policy<\/a><\/strong>.<\/em><\/p>\n

What happens if I’m not available to receive my delivery?<\/h3>\n

If delivery fails because you weren’t available, gave an incorrect address, or refused delivery without a valid reason, you may be responsible for a redelivery fee.<\/p>\n

See our <\/em>Shipping and Delivery Policy<\/a><\/strong>.<\/em><\/p>\n

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Returns, Refunds & Exchanges<\/h2>\n

How do I request a return?<\/h3>\n

Please submit a request through our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong> and choose the relevant returns or refunds option.<\/p>\n

Include your order number, the reason for return, and photos if relevant. Please don’t send items back without approval first \u2014 we’ll arrange collection or give you instructions once your request is approved.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

How long do I have to report an issue?<\/h3>\n

This depends on the reason: wrong\/damaged\/missing items must be reported within 48 hours of delivery, perishable issues within 24 hours, and change-of-mind returns within 7 days.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong> for the full breakdown.<\/em><\/p>\n

Can I return something if I just changed my mind?<\/h3>\n

Yes, within 7 days, provided the item is unused, unopened, and in its original packaging with all tags and accessories. Some categories, like opened beauty products, groceries, or hygiene items, can’t be returned for change of mind.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong> for the full exclusions list.<\/em><\/p>\n

How long does a refund take?<\/h3>\n

Once we’ve received and inspected your return, approved refunds are processed within 5\u201310 business days, back to your original payment method. Your bank may take a little longer to reflect it.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong> and our <\/em>Payment Policy<\/a><\/strong>.<\/em><\/p>\n

What if my return is rejected?<\/h3>\n

We’ll let you know why. If you’d like the item sent back to you, you may need to cover the return delivery cost.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

I disagree with a returns decision \u2014 what can I do?<\/h3>\n

You can escalate through our Complaints Policy. If you’re still unhappy, you can refer the matter to the Consumer Goods and Services Ombud<\/strong> (CGSO) for free, independent dispute resolution.<\/p>\n

See our <\/em>Complaints and Customer Support Policy<\/a><\/strong> and our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

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Missing, Damaged or Wrong Items<\/h2>\n

My order arrived damaged \/ with something missing \/ it’s the wrong item \u2014 what now?<\/h3>\n

Please let us know within 48 hours of delivery through our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong>.<\/p>\n

Keep the product, packaging, and courier label until we’ve looked into it. We may ask for photos to help us investigate.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

Who pays for the return if it’s your mistake?<\/h3>\n

If we sent the wrong item, the item was damaged in delivery, or we made an error, we’ll cover the reasonable return and replacement costs.<\/p>\n

See our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

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Promotions & Vouchers<\/h2>\n

How do I use a promo code?<\/h3>\n

Enter it at checkout before completing payment. Codes can’t be applied retroactively to an order that’s already been placed, and generally only one code can be used per order.<\/p>\n

See our <\/em>Promotions, Coupons and Voucher Terms<\/a><\/strong>.<\/em><\/p>\n

My promo code expired \u2014 can I still use it?<\/h3>\n

No, expired codes can’t be reinstated unless we specifically agree otherwise.<\/p>\n

See our <\/em>Promotions, Coupons and Voucher Terms<\/a><\/strong>.<\/em><\/p>\n

If I return an item bought with a discount code, what happens to my refund?<\/h3>\n

Your refund will generally reflect what you actually paid for that item, not its full original price. If your order no longer meets a minimum spend tied to the promotion, this may also affect your eligibility for that discount.<\/p>\n

See our <\/em>Promotions, Coupons and Voucher Terms<\/a><\/strong> and our <\/em>Returns, Refunds and Exchanges Policy<\/a><\/strong>.<\/em><\/p>\n

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Product Reviews<\/h2>\n

Can I leave a review?<\/h3>\n

Yes, where this feature is available on a product page. We ask that reviews be honest and based on genuine experience.<\/p>\n

See our <\/em>Product Reviews Policy<\/a><\/strong>.<\/em><\/p>\n

Why was my review removed or edited?<\/h3>\n

Reviews that are false, abusive, promotional, or otherwise breach our Product Reviews Policy<\/a> may be moderated or removed. Where reasonably possible, we’ll let you know if this happens to your review.<\/p>\n

See our <\/em>Product Reviews Policy<\/a><\/strong>.<\/em><\/p>\n

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Your Privacy & Data (POPIA)<\/h2>\n

What personal information does Cartova collect?<\/h3>\n

Things like your name, contact details, delivery address, order history, and payment status \u2014 only what’s reasonably necessary to serve you.<\/p>\n

See our <\/em>Privacy and Cookie Policy<\/a><\/strong> for the full list.<\/em><\/p>\n

Can I find out what information you hold about me?<\/h3>\n

Yes \u2014 under POPIA, you have the right to request access to, correction of, or deletion of your personal information.<\/p>\n

Please submit this request through the Legal \/ Privacy \/ Data Request<\/strong> option on our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong>.<\/p>\n

See our <\/em>Privacy and Cookie Policy<\/a><\/strong>.<\/em><\/p>\n

Do you sell my personal information?<\/h3>\n

No, we don’t sell your personal information to third parties.<\/p>\n

See our <\/em>Privacy and Cookie Policy<\/a><\/strong>.<\/em><\/p>\n

How do I request access to a Cartova record under PAIA?<\/h3>\n

You can submit a formal request using our PAIA Manual’s process, available on our website.<\/p>\n

You can also submit a request through the Legal \/ Privacy \/ Data Request<\/strong> option on our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong>.<\/p>\n

See our <\/em>PAIA Manual<\/strong>.<\/em><\/p>\n

What about cookies?<\/h3>\n

We use cookies to keep our site working, remember your cart, and improve your experience. You can manage your preferences through our cookie settings tool or your browser at any time.<\/p>\n

See our <\/em>Privacy and Cookie Policy<\/a><\/strong>.<\/em><\/p>\n

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Complaints & Escalation<\/h2>\n

I’m not happy with how my query was handled \u2014 what can I do?<\/h3>\n

Ask us to escalate it, and a senior team member will review the matter. If you’re still not satisfied afterward, you can refer it to the Consumer Goods and Services Ombud<\/strong> (CGSO) for free, independent resolution.<\/p>\n

See our <\/em>Complaints and Customer Support Policy<\/a><\/strong>.<\/em><\/p>\n

How long will it take to hear back from support?<\/h3>\n

We aim to acknowledge queries promptly during business hours, though resolution time can vary depending on the issue \u2014 we’ll keep you updated if it takes longer than expected.<\/p>\n

See our <\/em>Complaints and Customer Support Policy<\/a><\/strong>.<\/em><\/p>\n

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Contact Us<\/h2>\n

How can I get in touch with Cartova?<\/h3>\n

For general queries, orders, deliveries, returns, complaints and customer support, please contact us through our Contact Us<\/a> page or Help Centre<\/a>.<\/p>\n

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For privacy, POPIA, PAIA, legal or data-related requests, please choose the Legal \/ Privacy \/ Data Request<\/strong> option on our Contact Us<\/a><\/strong> page or Help Centre<\/a><\/strong>.<\/p>\n

Business hours: <\/strong>08:00\u201317:30, Monday to Friday, South African time.<\/p>\n

See our <\/em>Complaints and Customer Support Policy<\/a><\/strong>.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

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