FAQs

My password isn’t working. I’ve tried to re-set my Password but haven’t received an email with a Re-set Password link.

We recently upgraded our website which required both new and returning customers to register a new profile. If you have done so since 14 May 2019, please consider checking you spam/junk email folders for the email from our system. If you are still struggling, please email us [email protected] or call us on 0210033552 ext 109.

I can't seem to track my order on your website.

You can only track an order on our website if you created an account before you ordered. Previous orders do not automatically appear if you register post placing your order. Your order can be tracked by the status emails that we send to you. Check your junk email folders as sometimes our emails end up in there. If you are still struggling, please email us [email protected] or call us on 0210033552 ext 109.

I am nervous about shopping with my credit card online. How safe is it?

There is no need to be concerned about using your credit card online. It’s very safe. The system we use is called PayU. This is one of two secure online credit card platforms that have been approved by all banks. PayU has a watertight level of security and operates behind an SSL (secure socket layer) Certificate. All your details entered on the payment page are encrypted and cannot be seen by anyone. Credit card details are completely confidential and safe. PayU is fully PCI-Compliant, which means it has gone through rigorous testing and certification to ensure information is not prone to attacks or theft.

Is there any other way to make payment besides using a credit card?

The easiest and most efficient way is to pay with your credit card, as the payment will reflect in our account immediately and we can process your order instantly. We also have an instant EFT option that routes you via your chosen bank in order to complete the payment. Both payment methods require verification in order to ensure high security. Lastly, you can arrange to make a manual EFT by contacting us directly with your order. Please email [email protected] The only drawback is that we will have to wait until the payment reflects and, depending on who you bank with, it can take up to 3 days before we are able to fill the order.

Do you deliver everywhere in South Africa?

Yes. We deliver almost everywhere in South Africa, through a courier company called MDS Collivery. Delivery is straight to your door, and is trackable, safe and efficient. Delivery prices vary according to area. Very remote areas, for example, may be slightly more expensive than cities. We also offer a collection service called Pargo that allows parcels to be sent from Wellness Warehouse to over 2 500 points nationwide (including many outlying areas) for customers to collect. You can expect your order within 3 to 5 working days of date of dispatch. A list of areas and corresponding delivery prices is available at checkout.

Do you deliver to countries outside of South Africa?

Unfortunately, we do not deliver outside of South Africa.

What is the delivery cost?

Living life well includes saving time and effort, and we’re happy to help you do so by delivering your products to your doorstep. While we partly subsidize the cost of delivery, we charge a flat fee of R60 for orders under R400. Customers purchasing products to the value of R400 or more can enjoy free delivery of their orders. For Pargo orders, the charge is R50 to any point nationwide for orders under R400; and Free for orders over R 400.

Does it cost more to deliver if you order more or live far away?

The delivery price remains the same up to 15 kg. If you live far away, you may have to pay a bit more than the standard fee (depending on the destination and service required).

How do I make a purchase?

IN BRIEF: Once on our website, you will see the various menus at the top of the page. They allow an easy navigation of categories as well as brands. You can now decide to shop as a Guest or Create an account. Please note guests cannot track orders placed - the updates are sent via email only. You can choose a product by navigating through the categories and sub-categories OR by searching in the bar at the top of the page. Once you have found the product you want, click Add. Should it not be available online, click Get Notified and you will know when it is back in stock. You can adjust the quantity of any item in the cart. You will see a running total of the cost of your selected items. Click on the cart icon in the top right to view and edit or simply proceed to secure checkout. Complete the shipping details - be sure to do this accurately to ensure timely delivery. Then select the delivery method and Continue to Payment. Should the billing address be the same as your Shipping Address, tick the box.If not, please fill out your billing details. Then select the payment method preferred and follow the prompts. Order confirmation will be sent to the provided email address once the order is received by us.

When is the online shop open?

Our online shop is available 24/7, but we process orders and answer queries between 08:00 and 16:00 from Monday to Friday (with the exception of public holidays). If you are shopping in the middle of the night, your order will be processed the next morning. Once we receive payment, we dispatch the order within 3 to 5 Working days. If a product is out of stock, we will contact you.

How are my purchases delivered?

Our courier company will deliver your order to your preferred address. Deliveries take place from Monday to Friday between 08:00 and 17:00. There are no deliveries on weekends and public holidays. If you are going to be at work, we will happily deliver to your work address - just remember to select this as your delivery address and fill in your company details.. If there is no one home when delivery takes place, the courier company will phone you to make alternative arrangements. Alternatively, you can choose to collect directly from the Kloof Store if it is convenient for you. Pargo is a third delivery option which is a service that allows you to collect from over 2500 stores nationwide. If you select this option, a map will open and direct you to your nearest collection point.

Do I have to receive my order in person?

No, whoever is at the selected delivery address can sign for your order and receive it on your behalf.

How long does delivery take?

Three to five working days by Courier and Pargo parcel collection. Click and Collect from Kloof store take 2-3 working days before it will be ready for collection.

I am a Wellness Rewards Card Holder. How do I earn and redeem Wellness Rewards Online?

We upgraded our website recently. During the upgrade period, we put a hold on the points earned and redeemed via the Online Store until the rewards card functionality could be re-instated. When the online rewards system is restored, we will add the rewards points earned during this period and add it to your current balance, this can then be viewed online. There is a little wait, but if you have a store near you, you are still welcome to use your existing points there. We apologize for the inconvenience caused.

How can I track my order?

Once your order has been dispatched, we will send you an email containing your waybill number and the website address so you can track the progress of your delivery.

What happens if my goods arrive broken?

Please contact us so we can address the matter immediately. We are here to help you and sort out any problems you may have.

Do you take returns?

Yes. Most goods can be returned with a valid reason. A small fee for collection and delivery may apply. There are certain goods we will not take back - like products that have been used, personal hygiene products and books.

What happens if my order never arrives?

If you have tracked your order at https://collivery.net/ and it gives a message that in inconsistant with our stated delivery time period of 3-5 working days, please contact us. We will follow it up for you using the waybill number (if delivered by courier) or the Pargo reference number. Email [email protected]

Is there a minimum order amount?

No, but bear in mind you pay a standard courier fee so make the most of the situation by ordering everything you need at one time.