FAQ

Answers to Questions About Orders

How do I place an order?

Shopping on Vicetech is quick and easy. Search for the products you want, add to your cart, checkout and pay. And your order is complete. We'll do the rest.

Can I make changes to my order after it has been placed?

It is not possible to add or remove items in your order. On occasions, we might assist you with other order options depending on the status of your order.

Why have you cancelled my order?

There are 3 main reasons why your order may need to be cancelled.

Payment not Received

All our payment methods require payment to be made at checkout. If for any reason payment is not completed on your order, your order will reflect "pending payment". If payment remains incomplete past 24 hours, your order will automatically be cancelled.

Stock Constraints

While we make every effort to make sure our stock information is accurate when you place an order, occasionally our packing staff may find that an item(s) remaining in stock is not of adequate quality after an order has been placed. In these rare cases, our customer care staff will contact you to discuss available options.

Unable to Deliver Your Order

If you provided an email address during your purchase, delivery update emails will be sent to you with an estimated delivery date.

An "out on delivery" email will be sent on the morning of delivery before each delivery attempt.

We will automatically reschedule your delivery, contact you via email or telephone to confirm a new date if you were not available for delivery.

If after 2 unsuccessful delivery attempts, we are still unable to reach you, your delivery will be cancelled.

If your order has been cancelled, credit will be applied for the amount you have already paid. If you would prefer a refund, email hello@vicetechmerchants.com or WhatsApp 087 232 5505

**Shipping fees may be deducted from the refund.

How do I cancel an order?

Unfortunately, you are not able to cancel an order that has already been paid for. For further assistance please WhatsApp 087 232 5505 or email hello@vicetechmerchants.com

Why have you cancelled my order?

There are 3 main reasons why your order may need to be cancelled.

Payment not Received

All our payment methods require payment to be made at checkout. If for any reason payment is not completed on your order, your order will reflect "pending payment". If payment remains incomplete past 24 hours, your order will automatically be cancelled.

Stock Constraints

While we make every effort to make sure our stock information is accurate when you place an order, occasionally our packing staff may find that an item(s) remaining in stock is not of adequate quality after an order has been placed. In these rare cases, our customer care staff will contact you to discuss available options.

Unable to Deliver Your Order

If you provided an email address during your purchase, delivery update emails will be sent to you with an estimated delivery date.

An "out on delivery" email will be sent on the morning of delivery before each delivery attempt.

We will automatically reschedule your delivery, contact you via email or telephone to confirm a new date if you were not available for delivery.

If after 2 unsuccessful delivery attempts, we are still unable to reach you, your delivery will be cancelled.

If your order has been cancelled, credit will be applied for the amount you have already paid. If you would prefer a refund, email hello@vicetechmerchants.com or WhatsApp 087 232 5505

**Shipping fees may be deducted from the refund.

How do I change my contact and/or delivery address details?

To update your account details, simply Go to Your Account, login and update your details.

If you have forgotten your login details, click "forgot password" and follow the instructions sent to your email address.

Answers to Questions About Delivery

How do I track my order?

We will work to deliver your order by the Estimated Delivery Date provided in your Shipping Update email. You are able to track your order by clicking "Track your order" on our website and entering your order number.

Why am I seeing nothing when tracking my order?

Until your order has been collected from our warehouse by the courier, you won't be able to start tracking it. Please allow time for the courier to collect. You will also receive an email once the courier has collected your order from us.

What is economy and express delivery?
Express

Delivery takes place on the day after collection, for orders collected before 11am.

Economy

Delivery time varies between 48 and 72 hours, chiefly depending on the destination address.

Changing my delivery address.

Changing your delivery address for an existing order is not possible.

To change your delivery address permanently for future orders, you can update your address under My Account >Address Book.

What are the delivery time frames?

We deliver via SA's leading couriers directly to your door, anywhere in South Africa. All delivery details are provided at checkout.

  • Deliveries to metropolitan areas can be expected to be delivered in 2 to 5 working days.
  • Deliveries to regional areas can be expected to be delivered in 2 to 6 working days.
  • Deliveries to remote areas can be expected to be delivered in 3 to 7 working days.
What if an item is missing from my order?

If you have a missing or incorrect item in your order, please contact us within 7 days of your order being received. It's best to WhatsApp us on 087 232 5444.

When should I contact customer service?

Contact us if:

  • You still cannot find your missing item after checking your order details
  • The item delivered is incorrect or damaged
  • You’ve waited beyond the expected delivery timeframe for separate shipments

What information I will need?

  • Order number
  • Number of items missing
  • Product title(s) of the missing items
  • Condition of the package received (was the box or parcel sealed and not tampered with?)
  • Delivery details (did someone else receive the order on your behalf, e.g., reception?)

Additional Helpful Information:

  • Date and time you received the order
  • Any photos of the package condition or contents received

We will conduct an investigation into what happened and most investigations are completed within 24-48 hours.

We’ll provide updates throughout the process and offer immediate resolution options.

What resolution options are available?

  • Replacement order (if item is in stock)
  • Store credit for future purchases
  • Full refund to your original payment method

Mixed Scenarios:

  • Partial replacement + partial credit (when some items are in stock and others aren’t)
  • Priority shipping for replacement items when available

Should you request a replacement, once a replacement order is created you’ll receive a new tracking number and can monitor its progress in your account.

If we cannot replace the item due to stock unavailability, we’ll issue a credit or refund for the full value of the missing item.

What if my package appeared tampered with?

If your package shows signs of tampering or damage:

  1. Take photos of the package condition before opening
  2. Document the contents you received
  3. Contact us immediately with photos and details
  4. Keep all packaging materials until the issue is resolved
Why is my order taking so long to be delivered?

Courier deliveries in South Africa are frequently delayed by severe traffic congestion in major cities, infrastructure gaps, and high crime rates leading to route disruptions.

Other major factors may include load-shedding affecting operations and traffic lights, logistical bottlenecks during peak seasons, and incomplete or incorrect address information.

Key reasons for delivery delays in South Africa:

  • Infrastructure & Traffic Constraints: Severe traffic jams in cities like Cape Town and Johannesburg hinder swift movement. Poorly paved roads in some areas and lack of formal addressing systems, especially in rural areas, cause significant delays.
  • Load-shedding & Power Outages: Scheduled power outages (load-shedding) impact courier operations, warehouse processing, and increase traffic congestion due to non-functional traffic lights, slowing down delivery drivers.
  • Safety and Security Concerns: High rates of hijacking and theft in specific areas (hotspots) can lead to delivery delays, with some couriers refusing to deliver to high-risk areas or opting for, or, requiring collection from secure,,, safer locations.
  • Logistics Network Overload: Surges in shipment volumes, particularly during festive seasons or promotional events, can overwhelm courier capacity, causing backlogs.
  • Documentation and Customs Issues: For international parcels, delays frequently stem from customs clearance, duties, and taxes.
  • Administrative & Human Error: Incorrect, incomplete, or missing address information requires parcels to be sent back to hubs for relabeling, which can add 1-3 days to the delivery time.
What should I do if I receive an incorrect item in my order?

If you have a missing or incorrect item in your order, please contact us within 7 days of your order being received.

If you received an incorrect item that doesn’t match what you ordered, don’t worry - we’ll resolve this quickly for you.

We have a dedicated process to handle it.

Immediate Steps:

  1. Don’t use or consume the incorrect item
  2. Keep the original packaging and any labels
  3. Take photos of the item you received (we’ll explain what photos we need below)
  4. Email or WhatsApp us

What information will be needed?

When reporting an incorrect item, please have ready

Order Details:

  • Order number
  • Date you received the order
  • Item you ordered (exact product name)
  • Item you received (description of what you actually got)

How long will this process take?

We prioritize incorrect item cases with fast resolution times

Response Timeline:

  • Acknowledgment of your return request as soon as you've reported it
  • 24-48 hours: Full investigation and resolution

We may contact you for the photos and anything else that we required.

What resolution options are available?

We offer a couple of options:

Primary Options:

  • Replacement + Collection
  • Correct item delivered to you
  • Incorrect item collected from you
  • No cost to you - we handle all logistics

Full Refund

  • Complete refund including original shipping costs
  • Refund to original payment method
  • Arrangement for item collection

Vicetech Credit

  • If you select this option, we will credit your account once your incorrect item is received

Replacement

  • Provided that we still have stock available, we will replace the incorrect item with the correct one. No extra costs involved.

What about the incorrect item I received?

Collection Process:

  • We’ll arrange collection at no cost to you
  • Keep the item safe until collection
  • Original packaging required
  • You will receive an email confirming collection date
What if I accidentally receive an extra item?

If you have received an extra item in your delivery that you did not order, we will arrange to collect it from you.

Please contact us immediately and specify what additional item you received.

Answers to Questions About Returns

Can I return my product?

If you have changed your mind and would like to return an unwanted product, note that these items can only be returned if they are in the original product packaging with all seals intact (if applicable), including labels and stickers.

***Shipping charged will be charged and deducted from the refund.

How do I return my product?
  1. Go to My Account
  2. Select the order containing the item/s you wish to return
  3. Select the item you want to return, and choose the most relevant ‘Reason for Return’
  4. Also let us know your ‘Preferred Outcome’ between getting your refund as Store Credit or get Refunded to Original Payment Method

If you get stuck, you can contact us via WhatsApp, telephone or email to register your return request.

How will I track my return?

You will receive updates on the status of your return via email.

Will I be charged for returns?

Yes. Shipping fees will be charged for items being returned simply because the customer changed their mind.

This excludes items being returned because of wrong or damaged items being received.

What if I want to cancel my return?

Your return can be canceled if it has not been collected by the courier.

To cancel your return, contact us via:

  • Contact Page
  • WhatsApp 087 232 5505
  • E-mail: hello@vicetechmerchants.com
  • Call 043 008 5073 (during office hours).
Can I exchange or replace a product?

Yes, we offer exchanges for size and colour variations within 14 days of delivery or collection. We offer replacements for the following:

  • The product is defective or damaged
  • The product is not what you ordered or not as described

To request a return, please contact us via WhatsApp, email, phone or Contac Us Page.

Can I change my collection address my a return has been scheduled?

We are unable to change an address after your return has been scheduled. We would need to cancel your return and log a new return with the new address. If you would like to go ahead and cancel the return, please select Contact Us.

Alternatively, if you are available at the current collection address at a later date, please WhatsApp us on 087 232 5505 or select Contact Us below to reschedule your return.

The product I received is not what I ordered.

If we accidentally delivered the wrong product to you, you have 14 days to request a return by contacting us via WhatsApp, email, phone or Contact Us Page.

How soon will I get a refund or credit on my return?

A credit/refund will only be processed after your product has been received and evaluated by our returns team.

What refund options do I have?

  • Full refund - Money back to original payment method
  • Vicetech credit - Credit applied to your Vicetech account

Once your product has been evaluated, the credit/refund process is dependent on the order’s original payment method.

  • For Credit/Debit Card, EFT - Bobpay/Payfast/Stitch, Apple Pay, Google Pay and BNPL (Buy Now Pay Later), you can request a credit or a refund.
  • For the rest of the payment methods, you can only request a refund back to your original payment method.

Should you request a Credit: you will be notified once your Vicetech account has been credited (if applicable), thereafter you can use the credit towards your next order.

Refund Timelines:

  • Credit/Debit Card 3 - 5 working days - Back to the original payment card
  • EFT - Bob Pay 3 - 5 working days -  To your Bob Pay Wallet.
  •  Apple Pay / Google Pay 3 - 5 working days - Back to your original method
  • Vicetech Credit -  Instant Credit to your profile 
Where can I find your returns policy?

Our Returns Policy can be found here.

Answers to Questions About Refunds

How do I get a refund instead of a credit?

Refunds will be processed via the original payment method used for your original order(s). If you paid by EFT using Pay Fast, Bob Pay, Stitch, Pay Just Now, Happy Pay, Scan to Pay or you paid with Capitec Pay, you will need to provide your banking details during the refund process.

Once your refund request has been processed, funds may take 3–5 business days to reflect in your account and are subject to your bank's processing times.

Why is my refund taking so long?

Refunds are usually processed within 3 - 5 working days after receiving email confirmation, depending on your bank's processing times.

Answers to Questions About Payment Methods

Available payment options

We have various safe and easy ways to pay. Payment options will be presented during checkout.

Payment can be made via:

  • Capitec Pay:
  • Credit & Debit Card: Simply complete your card details to save your card and checkout.
  • Maestro & Visa Electron: Simply complete your Maestro or Visa card details and checkout.
  • Instant EFT: 1Voucher offers a safe and convenient way to pay for your Takealot purchases with cash, online. Simply buy a voucher from participating online or physical stores and use it to complete your payment at Checkout.
  • PayFast: EFT with PayFast enables you to make instant EFT payments that clear immediately. ABSA, Capitec, FNB, Nedbank, Standard Bank, Investec, Bidvest Bank, Tyme Bank and African Bank are supported.
  • Store credit: Store credit usually becomes available when you return your order and credit is refunded to you to use at any time.
  • Apple Pay: Use your Apple Pay wallet on your device to complete your payment. This option is exclusively available on the iOS Takealot app.
  • Google Pay: Use Google Pay on your Android device to complete your payment. This option is exclusively available on the Android Takealot app.
  • Mobicred: An Online credit facility that allows you to pay in monthly instalments.
  • Scan to Pay: Open your banking app and go to the Scan to pay option, scan, accept payment and complete checkout
  • PayJustNow: A Buy Now, Pay Later solution that allows you to split your purchases into three interest-free installments or you can extend your payments up to 12 months with interest.
  • Stitch BNPL: Stitch BNPL is a South African "Buy Now, Pay Later" payment option that allows you to split online purchases into 2–6 interest-free installments.
  • Happy Pay: Happy Pay is a South African Buy Now, Pay Later (BNPL) platform that allows shoppers to split online purchases into two equal, interest-free installments, with no deposit required.
All about Stitch BNPL (Buy Now Pay Later)
  • Stitch BNPL is a South African "Buy Now, Pay Later" payment option that allows you to split online purchases into 2–6 interest-free installments. You can sign up at
All about instant EFT & Capitec Pay With Bob Pay

Capitec Pay is a secure, card-free online payment method allowing you to pay Vicetech Merchants directly from your account using the Capitec Bank App

All about PayShap

PayShap offers a fast, secure way to transfer money directly between bank accounts. Enjoy instant, low-cost transactions for your business.

  • Real-time confirmation 24/7, including weekends and holidays
  • Low fees
  • Bank-authenticated account-to-account payments reduce fraud and disputes
  • Pay-by-request provides a convenient, streamlined user experience
  • Automatic reference matching simplifies reconciliation

Answers to Questions About Data & Privacy

How to contact us

The best way to reach us is through WhatsApp on 087 232 5505.

You can also call us on 043 008 5073

Email: hello@vicetechmerchants.com

Or via Contact Us page

Report suspicious or suspected fraudulent activity.

We take your privacy and security seriously and want to ensure that any suspicious or suspected fraudulent activity is addressed timeously.

If you receive an SMS or email that you suspect is not from Vicetech, we urge you to get in touch with us immediately.

About security notifications

We take your privacy and security seriously and will send you a Security Notification via email if:

  1. Changes were made to your Personal Details (e.g. Name, mobile number, email address etc.)
  2. Changes were made to your Security Settings (e.g. Two-Step Verification settings)

Should you notice any unfamiliar activity on your account, we recommend resetting your password and enabling Two-Step Verification.

How to register on vicetechmerchants.com

Registering on vicetechmerchants.com is easy. To get started you’ll need an email address and a mobile contact number.

The minimum length of a password must be 8 characters. The password must contain at least one number or special character.

To register click here.

Changing or resetting your password

To change your password, go to Your Account and click on Details, then click the password Reset button and complete the fields.

If you forgot your password, you can click on Forgot Password? on the Login page.

Enter your account email address and we’ll send instructions to that email address on how to create a new password.

What if my email address has changed. How do I update it on my profile?
  • Log in with the email address and password that your account was registered with.
  • Go to Account then select Personal Details.
  • Change your old email address to your new one.
  • Verify your new email address.

If you have trouble changing your email address and require additional assistance, Contact Us

How do I unsubscribe from your email newsletters?

If you no longer wish to receive any newsletters you can Unsubscribe from Vicetech Merchants newsletters, by logging into your account, click on the Unsubscribe button and save.

Deleting my account or personal information

Click on 'Delete My Account' below to delete your Vicetech account and personal information or contact us for assistance with deleting your account.

All about POPIA and Compliance

“POPIA” refers to the Protection of Personal Information Act, 2013. The purpose of this act is to promote the protection of your personal information and to introduce certain conditions to establish minimum standards for how your personal information is handled by organizations.

“Personal information” is any information that can be used to identify you. This includes your name and surname, mobile telephone number, home address and email address.

Vicetech Merchants compliance in accordance with POPIA

Vicetech Merchants is fully compliant with its obligations as set out in POPIA. Should you have any concerns about how we process your personal information please refer to our Privacy Policy.

The role of the Information Regulator and how to log a complaint

The Information Regulator is the authority responsible for overseeing the enforcement and implementation of POPIA. Whilst we encourage you to give us an opportunity to resolve your privacy concerns, if you have a complaint regarding how your personal information is processed you can also raise your complaint directly with the Information Regulator. For further information on this, you can visit the complaints page on the Information Regulator’s website.

Difference between POPIA and PAIA

POPIA gives you the right to request access to any personal information we may have in our records. Vicetech Merchants has introduced a POPIA information request and deletion process to assist you in exercising your rights under POPIA.

“PAIA” is the Promotion of Access to Information Act, 2000 which can be used to request access to all information including personal information that we may have in our records.

What happens if there is a security compromise involving my personal information?

We have implemented internal processes and policies to address all personal information security compromises in line with our obligations under POPIA.

We commit to investigating the personal information security compromise and put in place measures to mitigate any further risks and unauthorised access to your personal information. Where you believe your personal information may have been compromised, please do not hesitate to Contact Us.

Can I authorize another person to access my vicetechmerchants.com account?

Yes. You can authorize a person such as your friend, spouse, or family member to have access to your Vicetech Merchants account or raise a query on your behalf concerning your Vicetech Merchants account.

You may be required to complete a third-party authorization processes.

Important to note: The third party must be able to verify and confirm their identity and the identity of the primary account holder.

When you appoint an authorized third party, that third-party consents to their personal information being processed by Vicetech Merchants in line with our Privacy Policy.

You are responsible to whom any personal information is disclosed, including any authorised or unauthorised third party.

Please note that Vicetech Merchants will not be liable for any loss or damage arising or suffered by you as a result of the disclosure of your Personal Information to any authorised or unauthorised third party. We do not regulate or control how that third party uses your Personal Information.

Can I get access to a deceased family member’s vicetechmerchants.com account?

We grant access to a deceased family member’s account and will require the following documentation as requested below:

  • Letters of executorship or a letter of authority
  • The deceased’s profile information
  • Their death certificate
  • A copy of your identity document or smartcard ID
  • A copy of the deceased’s identity document or smartcard ID

Please note that by providing us with this information you also consent to your personal information to be processed in line with our Privacy Policy and POPIA.

All about cookies on Vicetech Merchants

Cookies are small text files placed on the device that you use to access our platform.

Vicetech Merchants uses cookies and/or user tracking to improve your experience on our website. These files do not contain or collect any personal information but merely allow us to associate you with a particular device.

Seeing Vicetech Merchants adverts on third-party websites/applications

You may see adverts from our platforms after visiting them because of cookies. For more information on this please visit our Privacy Policy or Contact Us on the button below.

Are children allowed to use vicetechmerchants.com?

Any person under the age of 18 years is not permitted to use our platforms without the involvement or supervision of a parent or legal guardian.

We may verify your age. If you are under 18 years we will require proof that you have the necessary consent or involvement of your parent or legal guardian.

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