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Frequently Asked Questions

Payment Information

What payment methods do you accept?

All payments made within South Africa are processed through PayFast. PayFast accepts a range of payment methods including direct debit from your bank account, debit card or credit card. All payment made internationally are processed through PayPal through our Etsy store. There is a range of payment methods to choose from, however some methods may require you to register an account with PayPal. Please note we do not accept cash, cheques or cash on delivery.

What currency are prices displayed in?

All prices on our online store are in South African Rands.

Is it safe to use my credit card on your online store?

Yes it is safe to do so. Our online store uses an SSL Certificate with 256 bit, Webtrust compliant industry standard encryption technology to encrypt your information so that only you and Kideroo will ever see it. Information disclosed or exchanged with any address beginning with https is encrypted using SSL before transmission. If for any reason you suspect fraud, you will need to contact your payment merchant (bank, credit card, PayFast or PayPal) immediately and report the incident. We do not ask or require credit card pin number during the checkout process.

 

 

Order Information

Can I order by phone or email?

To protect your security, we only accept orders online. If you have any issues, feel free to contact us at hello@kideroo.co.za and we will be happy to assist

How do I know my order has been successful?

Once you have clicked the ‘Pay’ button, PayFast will process payment for your order. Once payment has been successfully processed, you will receive a confirmation email to your nominated email address provided to us.

If you have not received a confirmation email from us within 24 hours of placing your order, you may have either incorrectly entered your email address or your ISP flagged our confirmation email as spam. All confirmation emails are sent from hello@kideroo.co.za. To confirm if your order has been successfully processed (if you did not receive a confirmation email) please contact us at hello@kideroo.co.za and provide your full name and order number and we will confirm your order. Be sure to check your spam folder first.

Are the items I order definitely in stock?

We make every effort to update our online store to ensure that all items that are not in stock are clearly marked as ‘Out of Stock’. In the rare occasion that our online store marks an item as in stock but this is not the case, we will contact you directly about alternatives (including, changing to another product, receiving the product from our next handmade batch or cancelling your order for that product). We will provide you with an estimated delivery time for these items. Occasionally items may sell out within minutes of you order and we apologies in advance if that occurs.

What happens if an item I want is out of stock?

On some ‘Out of Stock’ items, we offer to notify you when the item becomes available again. If this service is available for an item, you’ll see a notify me when this item is back in stock on the product page.

To receive a notification:

  1. Click subscribe to waitlist if you are already logged into your account.
  2. Enter your email address in the pop-up box.

Are there any restrictions on the orders that I place?

Our products are only to be used for private and domestic purposes. We expressly prohibit reselling our products as part of a commercial business and we will not accept any order where we suspect this may be the case.

Can I cancel my order?

You may cancel your order up until the time before your order has begun being processed. If you wish to cancel your order, please contact us at hello@kideroo.co.za. We will send an email confirming the order cancellation. Once your order has been processed, unfortunately, you are unable to cancel the order. You may wish to return, exchange or credit note the order and will be treated as ‘change of mind’ returns. Please refer to our returns policy for further information on how to do this.

What if I have a problem with my order?

If you have any issues at all, we will gladly assist you. Let us know on hello@kideroo.co.za. To speed things up on our side, you might like to include the following information:

(a) Your name

(b) Date your order was placed (if applicable)

(c) Your order number (if applicable)

(d) A brief description of your issue

 

 

Discount Code Information

How do I use a promotional or discount code?

To use a promotional or discount code, you have to enter it at the Checkout stage after you have finished shopping. You will find at the top of the Checkout page, it will state, Enter coupon to get discount. Apply the code in that section and the discount will then be applied to your order and the purchase can be completed as usual.

Please note that promotional / discount codes can only be used once and cannot be combined with any other discount or promotion.

How do I keep up to date with promotions and updates about your products?

The best way to stay up to date with all the exciting things happening at Kideroo is to sign up to our mailing list located on our home page. You can also keep up to date with us via our social media network such as FacebookTwitterInstagram and Pinterest.

 

 

Gift Card Information

Can I buy gift cards?

Yes! We offer a Kideroo Gift Card to the value of R250. Please visit our Gift Card product page for more information.

Where can I use my Kideroo Gift Card?

Kideroo Gift Cards may only be used for the purchase of goods at our online store. They will not be accepted by any of our stockists.

Are there any restrictions on the use of my Kideroo Gift Card?

Kideroo Gift Cards cannot be used to purchase another Kideroo Gift Card.

What if I only want to use part of the value of my Kideroo Gift Card?

Unfortunately, Kideroo Gift Cards can only be used once for any purchase. Any value remaining on the Kideroo Gift Card after the initial purchase will be forfeited and will not be available for any future purchases.

When does my Kideroo Gift Card expire?

Kideroo Gift Cards expire twelve months from the date of issue. Any unused amount after the expiry date will not be refunded or credited.

What if I lose my Kideroo Gift Card?

Kideroo Gift Cards are treated by us like cash. If you lose your redemption code, it will not be re-issued and the value of the Kideroo Gift Card will not be refunded.

Can I redeem my Kideroo Gift Card for cash?

Kideroo Gift Cards cannot be redeemed for cash.