Help & Support

Frequently asked questions

What is your return policy?
We accept returns within 7 days of purchase for unopened products. Please click here to view our return policy page for more details.
What payment methods do you accept?
We currently accept payments via credit card (Visa and Mastercard) and EFT payments. Click here for more details about our payment options.
How quickly do you clear payments?
We clear payments several times daily. To help speed up this process, kindly forward your proof of payment to payments@wootware.co.za.
Can I collect my order from your premises?
Yes, you can collect your order from our offices in Somerset West. Simply choose 'Collect from Wootware' during checkout, click here to view our address and directions to our offices.
Can I shop in-store?
We do not have a retail facility and are only able to process orders via our e-commerce website (www.wootware.co.za). The physical address is for warehousing, courier and collection purposes.
Can you match competitor pricing?
Yes, we can try our best, although we usually list products at the best pricing we're able to offer. Click here to contact us with your price match request.
How can I calculate delivery fees for my order?
You can calculate delivery costs in two ways:

Product Page
Click the "Calculate Delivery" button below the product name, enter your street/postal code, and choose whether to include all products in your basket or just the selected one. Click "Get a Quote" to view courier options and prices.

Basket Page
At the bottom of the Shopping Basket page, fill in your delivery details under "Estimate Delivery" and click "Get a Quote" to see available courier options and their costs.
Do you offer discounts or promotions?
Yes, we regularly offer discounts and promotions. Click here to sign up for our newsletter and stay updated on the latest special deals and promotions.
How long is special pricing valid for?
Special pricing is usually valid while stocks last. We do our best to update pricing as soon as it is no longer valid.
How do you know whether a product is definitely available or not?
You can view product stock statuses just below the title on the product page. 'In stock with Wootware' or 'In stock with Supplier' is generally a good indication, whereas 'Contact for Availability' may mean that stock is no longer available. Feel free to click the 'Confirm Availability' button on these products to get an update from the sales team.
Can I speak to someone directly for support?
Yes, you can reach our customer service team during business hours via the Live Chat feature on the website.
How do I report a problem with my order?
Please email support@wootware.co.za or click on the Live Chat button so that we can help resolve your issue as quickly as possible.
How can I track my delivery?
We currently offer delivery via The Courier Guy & FastWay and will forward you tracking information via email once we dispatch the parcels from our warehouse. You can track your order by visiting:
The Courier Guy
FastWay
Are you open on Saturdays or Sundays?
No, we operate Monday through Friday, 8:00 AM to 5:00 PM, excluding public holidays. We are not open on Saturdays or Sundays.
Do you have any branches other than in Somerset West?
No. We are currently only based in Somerset West in the Western Cape. However, we can deliver to any street address in South Africa using door-to-door couriers.
Where do you deliver to?
We provide delivery services via door-to-door courier and can deliver to any street address in South Africa, including residential or business addresses.
Do you ship internationally?
No. We currently only deliver within South Africa.
Can you ask the driver to call me before delivery?
We will do our best to get the driver to call you before delivery by adding a delivery note to your parcel. Unfortunately, we cannot guarantee that the driver will be able to do so at the time.
Can you source products not listed on your website?
Yes, we have access to a large supplier network. Click here to contact us and let us know what you are looking for.
Do you offer gift cards or vouchers?
Yes, we offer digital gift vouchers that allow you to choose the exact amount, click here to purchase a gift card.
How long does it take to process and dispatch my order?
Orders for in-stock items are typically processed and dispatched within 1-2 business days after payment clearance. Items that need to be sourced from suppliers may have a slightly longer lead as indicated on the product page. Our sales team will also review your order to provide you with an updated ETA.
Can I pay from a bank outside of South Africa?
Yes we accept payments made from banks outside of South Africa.

Click here for our bank details to use when making a payment from a bank outside of South Africa.
What is the procedure for lodging a complaint?
You are welcome to follow our complaints handling procedure linked here for the resolution of any complaint you might have.
Are you a CGSO participant company?
We most certainly are! You can find out more about the CGSO here.