FAQ's


General Information

Q: What are your hours of operation?
Q: Do you cater for corporates?
Q: Will you keep my information safe if I register or sign up to your newsletter?
Q: Do you offer gift vouchers?
Q: How do I use a discount voucher?

Product Related

Q: Are your hampers high quality?
Q: Can I send a personalised message with my gift baskets?
Q: What Packaging do you to use for the hampers?
Q: How long will the gourmet foods in my gift basket stay fresh?
Q: Can I customize my hamper?
Q: Will my chocolate hamper melt?

Ordering Info

Q: How do I place multiple orders going to different addresses?
Q: Will I get an order confirmation?
Q: Can I track my order?
Q: Can I choose a specific delivery date and time?

Delivery Info

Q: Who delivers your hampers?
Q: How long will it take for my gift hamper to ship?
Q: Do you ship outside of South Africa?
Q: Can I collect my gift from your premises or use my own courier company?
Q: What if I give the incorrect shipping address or no-one is there to receive the parcel?
Q: Do you provide hospital and hotel deliveries?
Q: Can I choose a specific delivery date and time?
Q: Do you deliver on Saturdays and public holidays?
Q: Do you offer same day delivery?
Q: What if my hamper wasn't delivered on time?

Payment Info

Q: Which methods of payment do you accept?
Q: Do you accept PayPal?
Q: Are the credit card transactions safe on your website?

Cancellations & Refunds

Q: Can my order be changed or cancelled once it has been placed?
Q: How long will it take for my credit card to be credited if I cancel my order?
Q: What if an item in my hamper is out of stock?
Q: What is your return policy?
Q: What if I am unhappy with your product or service?
Q: What if my gift arrived damaged?

Can't find your question? Send us an e-mail info@2give.co.za so we can add it to this ongoing list.

 

Q: What are your hours of operation?
A: You can place an order online 24 hours a day, 7 days a week, 365 days a year. If you need to contact us directly, our office hours are Monday to Friday from 8am to 5pm. You can also email us with any questions at info@2give.co.za.

Q: Do you cater for corporates?
A: Yes, we offer custom hampers and wrapping for corpoates. We have many corporate clients who place regular orders and we also cater for bulk ordering for functions and events. We also offer corporate accounts. Simply e-mail us info@2give.co.za to apply for an account.

Q: Will you keep my information safe if I register or sign up to your newsletter?
A: Yes, we have a privacy policy in place. We respect your privacy and we will not provide your details to any other third party - only the necessary information, which is the delivery address and contact phone number of the recipient will be made known to third parties delivering the product. Under no other circumstances, unless the law has been broken by use of fraudulent credit card or EFT, will we give out any of your details. We ensure that any information you provide to us is kept secure and confidential and take this obligation seriously.

Q: Do you offer gift vouchers?
A: Yes, contact us if you would like to purchase a gift voucher for our store or any retail stores..

Q: How do I use a discount voucher?
A: We often give discount vouchers to loyal customers and affiliate companies. You will need to input your discount code during the check-out process and the amount will be subtracted from the total.

Q: Are your hampers high quality?
A: Yes, of course! We always personally try all our products before we add them to the hampers. We only carry small volumes of stock on hand to ensure our products are rotated on a regular basis. We try to stock high quality brands so that you always know the type of quality to expect. And if we are out of stock, we will substitute an item of equal or greater value ? So you can be sure you always get great value for your money.

Q: Can I send a personalised message with my gift baskets?
A: Definitely! Add your message in the space provided on in the check out section so that your basket arrives with your personalised gift tag. We do not have a restriction on the length of your message - gotta have space to express yourself! As long as it is reasonable but you may run the risk of us having to print out long messages rather than hand write them.

Q: What Packaging do you use for the hampers?
A: We try to mostly use traditional hamper packaging like baskets and boxes which are then wrapped in cellophane - all bio-degrable products. The cellophane is then tied with high quality poly and wide organza ribbon and a handmade tag is attached. All our packaging is high quality, contemporary and beautiful - nothing outdated or kitschy. Some of the gifts are already packaged in matching boxes, those products are wrapped in silver wrapping paper with ribbon and the handmade tag attached. Just read the description of each product to make sure how they are packaged. Click here for more info and photos.

Q: How long will the gourmet foods in my gift basket stay fresh?
A: The items packaged inside are best if consumed within 6-9 months depending on the items but they all have expiry dates on them.

Q: Can I customize my hamper?
A: We would love the opportunity to design and create a custom gift basket for you. Our gifts are designed to meet individual needs & budgets and are tailor made. We have designed our hampers to be very flexible, so they can suit any budget or requirements, however if you have any additional ideas we can create something special for you, simply contact us and we can discuss your requirements. We can also customise the wrapping to suit your company corporate colours on bulk orders.

Q: Will my chocolate hamper melt?
A: Due to the delicate and perishable nature of chocolate, we dispatch hampers in the late afternoon and they usually arrive before noon the next day (area dependent) so they do not melt. We also attached "keep cool" stickers to the outer box of the hampers just in case. We would suggest, for hampers being delivered in outlying areas during mid-summer, that you rather order a hamper without chocolate (or just drop us a mail and we will exchange it for something else).

Q: How do I place multiple orders going to different addresses?
A: You can place your bulk order four different ways:
1. Submit your first order, click "continue shopping" and place a new order, just "change address" in check-out.
OR
2. You can e-mail info@2give.co.za
3. Fax us +27(0)86 684 7042
4. Phone us on +27 (0) 314 0469.

Q: Will I get an order confirmation?
A: If you have provided us with a valid e-mail address, you will receive an automated e-mail confirmation during business hours on day or the day after you placed your order (depending on when you placed it).

Q: Can I track my order?
A: If you have provided us with a valid e-mail address, you will receive an automated e-mail confirmation during business hours on day or the day after you placed your order (depending on when you placed it). You will also receive an e-mail when it is dispatched and a delivery confirmation the day after it was delivered. This is due to the fact that we are dependent on the courier company to input their data before we send it to you.

Q: Can I choose a specific delivery date and time?
A: We cannot guarantee and exact delivery time because we use an outside courier company but deliveries are usually done in the mornings. To choose a specific delivery date, use the calendar during the check-out process. Please note that outlying areas take 2-3 days (and may be more depending on schedules) to be delivered. Please let us know if by e-mail info@2give.co.za if you would like a Saturday delivery, this will be quoted separately. You can add information under special instructions for extra information regarding delivery like the time which we will add to the delivery note, we cannot guarantee it will be adhered to.

Q: Who delivers your hampers?
A: We use a reliable courier company as they have the expertise and reach to deliver to every corner of South Africa. We do include delivery fees into the cost of the hamper as we feel that you should only have to pay for the distance your hamper needs to go. We do not make any money on courier fees.

Q: How long will it take for my gift hamper to ship?
A: Any order placed before 14h00 from Monday - Thursday will be dispatched the same day and arrive the next day before 12h00 (Johannesburg, Pretoria and Midrand). Orders placed on Friday will be delivered on Monday and orders placed over the weekend will be delivered on Tuesday. We do now offer same day delivery in Midrand, please contact us before 10h00 on the wrotking day of delivery. Major Centres take 1-2 working days to arrive and outlying areas take 2-3 working days. (but sometimes longer depending on the driving schedule). The above is dependant on the delivery destination and public holidays, we do pride ourselves on great service and a quick turnaround time.

Q: Do you ship outside of South Africa?
A: We offer hamper delivery within the borders of South Africa. We have found that shipping to all other countries is very expensive and we have a list of overseas hamper countries on our links page that will be much more cost effective and quicker. Many countries also have strict regulations with shipping alcohol, food and even baskets! You are welcome to e-mail us and we can get a quote on your request.

Q: Can I collect my gift from your premises or use my own courier company?
A: Yes you may do that. We are situated in Midrand, Johannesburg, just choose collection in the delivery section when you order online. We will confirm your order and let you know when it will be ready, we normally need at least 2 working hours to prepare.

Q: What if I give the incorrect shipping address or no-one is there to receive the parcel?
A: You will be charged a double delivery fee which is collected before the hamper is re-delivered. Sometimes, the courier company will visit an address more than once to deliver if no-one is there - but that cannot be guaranteed.

Q: Do you provide hospital and hotel deliveries?
A: We do deliver to hospitals and hotels but we cannot guarantee these deliveries since they normally go to a general receiving department and then get routed to the recipients room. Also, especially with maternity ward deliveries (no pun intended), the mother is often discharged before the hamper gets there and the hospital will not accept a delivery for a patient that has been discharged. Instead of a hospital delivery, we highly recommend that you ship to either a nearby family member if possible or to the patients home address.

Q: Can I choose a specific delivery date and time?
A: We cannot guarantee and exact delivery time because we use an outside courier company but deliveries are usually done in the mornings. To choose a specific delivery date, use the calendar during the check-out process. Please note that outlying areas take 2-3 days (and may be more depending on schedules) to be delivered. Please let us know if by e-mail info@2give.co.za if you would like a Saturday delivery, this will be quoted separately. You can add information under special instructions for extra information regarding delivery like the time which we will add to the delivery note, we cannot guarantee it will be adhered to.

Q: Do you deliver on Saturdays and public holidays?
A: Our courier company can deliver on Saturdays and public holidays, you have to contact us for a quote info@2give.co.za.

Q: Do you offer same day delivery?
A: We do now offer same day delivery in Midrand (in Johannesburg), please contact us before 10h00 on the working day of delivery. It is not possible to deliver to other areas same day as a standard option because of the high cost involved. If you require same day delivery to another area, we can give you a quote, just e-mail us info@2give.co.za.

Q: What if my hamper wasn't delivered on time?
A: First of all, if your hamper hasn't been delivered yet, please let us know so we can sort it out ASAP. Secondly, this situation hardly ever happens but, we do, from time to time, experience delays for a multiplicity of reasons which are totally out of our control. We cannot guarantee unforeseen circumstances, such as weather, airplane delays and traffic conditions, theft or damage or a parcel not arriving at a certain time. Although we offer overnight delivery to Johannesburg, Pretoria and Midrand - sometimes your gift may be delayed and delivered later than pre-determined time. These circumstances are out of our control. Any delays causing your gift to not be delivered on schedule is not an applicable reason for refund of your gift or the delivery fee. We do not accept responsibility for these unforeseen circumstances and delivery charges are non-refundable. We do, strive for your gift to be delivered on time because we know how important that is, especially for a special occasion. We do everything in our power to make sure your gifts are delivered on time.

Q: Which methods of payment do you accept?
A: We accept Visa, Mastercard, American Express. You can also pay via EFT (Electronic Funds Transfer) but you will need to wait until your funds have cleared before we ship your hamper - we bank with FNB. Click here for our banking details. You can also do a cash deposit or pay via Paypal (we send you the request for payment), see below for Paypal instructions.

Q: Do you accept PayPal?
A: Yes, we now do. It is all new to South Africa so at the moment, we only offer the service of sending or requesting funds. i.e. it is not integrated into our online system so you will still need to register and fill in all details on our system.
Paypal offers various payment methods like credit card, discover card and bank transfers. Just register as a user on www.paypal.com and then when you check-out on our store, choose Paypal as a payment method and confirm your order. We will then send a request for order payment in US Dollars to your e-mail address and your order will be confirmed once we have received the e-mail from Paypal confirming the payment. If you use a different email address for your Paypal account or are in a different time zone and wish to pay right away, please use the conversion rate on www.coinmill.com from ZAR order total to USD and send us the Paypal payment to: info@2give.co.za from your Paypal account. Please contact us should you have any questions.

Q: Are the credit card transactions safe on your website?
A: We use an reputable company, My Gate, as our payment gateway. They are FNB's preferred payment gateway and are completely safe. That means that no credit card transactions are done on our website. This is to protect you as well as us. We do not have access to your credit card information. You will be redirected to www.mygate.co.za after you place your order and will be asked for your credit card information (Mastercard will also ask for your pin). Once the transaction has successfully gone through, your order will be sent to us.

Q: Can my order be changed or cancelled once it has been placed?
A: If your order has not yet been shipped, we would be more than happy to make any changes or cancel the order. Changes cannot be made once your order has been dispatched. Cancellation of orders by the client will attract a 10% charge for administration costs. 2give advises that we will not honour our refund policy and issue any refunds under any circumstance if more than 30 days have lapsed since the date the order was placed. If any refunds are given, they will be given to the person who placed the order, never the recipient. Please check our refund and return policy.

Q: How long will it take for my credit card to be credited if I cancel my order?
A: Once you have placed your order, only a hold is put on your credit card so the transaction actually only goes through once it has been dispatched. If you cancel your order, 90% of the order total (excluding delivery) will be refunded into your credit card. EFT's will only be refunded once it has reflected in our account.

Q: What if an item in my hamper is out of stock?
A: We hardly ever have stock problems but like most businesses, we are dependant on our suppliers. If we are out of stock of a certain item, we will substitute an item of equal or greater value. If the entire gift is out of stock, we will refund the person who ordered in full.

Q: What is your return policy?
A: We are so confident that our hampers/gifts will meet your approval, that if you are not 100% satisfied with the quality of the hamper or gift purchased from us, we will refund the cost of the hamper/gift or send a replacement, provided that all contents of the hamper are returned to us in their original condition within 5 working days of receipt of the hamper. We must however be notified on the day of delivery should you not be satisfied. Please note that all refunds will be made to the person who originally purchased the hamper/gift.

Please note that damages during delivery can happen due to human error (very seldom though) and those grievances are taken up with the courier company separately. All boxes are marked with many fragile stickers before dispatch and we have chosen an excellent courier company who understands how sensitive our parcels are. We will claim with them on your behalf but we cannot guarantee the outcome, they are very reasonable with the claims though. Any grievances must please be sent to info@2give.co.za on the day of the delivery so we can start sorting it out.

Q: What if I am unhappy with your product or service?
Please let us know immediately if there is a problem with either your gift purchase or our service. We like to do our best to deliver top class service, offer competitive prices and provide the best quality products, so if there are ever any problems, please let us know so we can resolve the matter to your satisfaction. We see this as an opportunity to make it up to you and to improve ourselves. We have an extensive quality checking system, and do everything we can to ensure goods are always delivered in the best condition. However, if the gift is defective, damaged or not what you ordered, please notify us on the day of the delivery.

Q: What if my gift arrived damaged?
A: All efforts are made to ensure your gift is safely packaged inside a quality cardboard outer, fragile stickers & tape are placed on the outer carton, sometimes it is possible that damages can occur due to the handling of goods in transit. We do our utmost to prevent breakages in transit by safely wrapping glass items in bubble wrap where possible and ensuring goods are safely packaged within each carton. Damages during delivery can happen due to human error (very seldom though) and those grievances are taken up with the courier company separately. We have chosen an excellent courier company who understands how sensitive our parcels are. We will claim with them on your behalf but we cannot guarantee the outcome, they are very reasonable with the claims though. Any grievances must please be sent to info@2give.co.za the day of the delivery so we can start sorting it out. Obviously, you will liable for damages if you use your own courier company.

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