Customer Service - Terms and Conditions
- Contact Details
- Contour Marketing cc
physical:
166 Frances Street
Observatory (Johannesburg) 2198
South Africa
postal:
PO Box 72397
Parkview 2122
South Africa
Phone: +27-83-289-6196
Fax: +27-866-669-464
- Shipping & Delivery
- All shipping is done through the South African Post office if not expressly arranged otherwise. We have found the service reliable and offering the best price / performance ratio. You can however not expect the same trackability as from a courier service like FEDEX or UPS. The cost for Courier would however be more than twice that of the fastest postal option, EMS. (Expedited Mail Service, branded "Global Express in the US). We've checked it, believe me. The trackability is however improving slowly and more and more often we find that the parcels are trackable in the national postal system of the receiving country. Tracking on the South African System is provided by www.sapo.co.za, but mostly ends at the point where the parcel leaves the country. This does not mean the parcel is lost. They really arrive in 99.9% of all cases without problem. All parcels are insured or registered and we guarantee the delivery but not the delivery times.
- A very good international tracking site is http://www.track-trace.com/post. Again, it will first lead you to the South African Post office that will only show that the parcel has left the country. So make sure you select your country, the receiving country. To get further information. US customers can go directly to the US Post Office website that provides excellent tracking also for incoming foreign parcels including proof of delivery.
- We are giving estimates for typical delivery times here on this page, but cannot be held responsible for occasional delays beyond these time frames. Typical delivery times are 4-8 working days for EMS, 7-28 calendar days for Airmail and 4-12 weeks for international surface mail. Add to that at least 2-3 working days for order processing on our side please. For larger orders of several big items it can be more.
- Customs Duties and Taxes
- If you are located outside South Africa, your country may levy import duties or taxes such as VAT (Value Added Tax) on goods sent by mail. All possible duties or taxes are the sole responsibility of the recipient. We send out all our parcels with the proper customs documentation to the best of our knowledge and invoices attached. Should your order be a gift, you can notify us of that during the order process by checking the appropriate button. Different tax and duty free thresholds may apply to gifts, depending on destination country.
- Privacy & Security
- All order details are being treated with utmost confidentiality. We will never share it's customer data base with any 3rd party. All financial transactions are on secure servers at VCS, our credit card processing company and PayPal or Moneybookers.
- Returns & Replacements
- In accordance with EU regulations but not limited to customers from the EU, we offer a 1 week cooling off period in which the buyer can return the goods without having to name any reason. This period starts from receipt of the goods by mail or courier. The full pruchase price including shipping will be refunded in such cases. However, in accordance with the same regulations, the buyer is responsible for the cost of shipping the goods back and for their undamaged return to us. (please use insured mail or courier) Should the goods be faulty in any way, the customer has the choice of either demanding exchange or full refund including shipment costs after return of the faulty goods. Electronic devices carry a warranty of 6 months from receipt.
- Ordering
- Ordering of our products is only possible through this website. We do not take offline orders. Please contact us through the contact form if you have any queries regarding the order process.
- Payment, Pricing & Promotions
- Alll our products are priced in South African Rands. The website translates these prices into other currencies for your orientation. The prices in other currencies than South African Rand are updated on a daily basis and change with fluctuating exchange rates. When you chose to pay via PayPal, Skril (Moneybookers) or Bank Transfer, your payment can be effected in the currency shown on the website. If you check out with the credit card option, your payment will be in South African Rand, calculated at the medium interbank rate minus 3 %, a typical credit card rate. The prices shown on the website at the time of purchase take precedence over any other published or announced prices. Should there be discrepancies, we shall however look at the situation and try to resolve the dispute amicably.
- Viewing Orders
- In order to view details of your orders and monitor the progress of our order processing use the link on top of the home page to log into your account.
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- Updating Account Information
- You need to be logged in in order to change address details or other aspects of your profile.
