Need to know

Frequently Asked Questions

Frequently Asked Questions

Getting Started

  1. How do I register with Divafleek?

To register as a user, click here or on Register at the top of the Divafleek website and create an account. We’ll need your full name, e-mail address, a password of 5 characters, your gender and at least one contact number.

  1. How do I buy something from Divafleek?

Find the product you wish to buy

Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details, including availability and dispatch estimate times.

  1. Add to cart
  2. Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart,
  3. You can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the green cart button at the top right of any page on the Divafleek website.
  4. You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out with immediately, or which are out of stock but that you want to remember for later. You can move products between your shopping cart and your Wish List. Products have to be in your shopping cart for you to check out.
  5. Checkout
    • Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart.
    • If prompted, sign in to your account or create a new account if this is your first order.
    • Choose your delivery method:
    • Courier delivery to your door
    • Collect from a Divafleek pickup Point
    • Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order.
    • Review your order details and complete payment.
  6. Payment

What are my payment options?

  1. Payment can be made via:
  2. Credit & Debit Card
  3. Maestro & Visa Electron
  4. Ozow: EFT with Ozow enables you to make EFT payments that clear immediately. ABSA, Capitec, FNB, Nedbank, Standard Bank and Investec are supported.
  5. PayFast: EFT with PayFast enables you to make instant EFT payments that clear immediately. FNB, Nedbank, Standard Bank & Investec are supported.
  6. COD (Cash on Delivery): Offered as a payment option for certain orders, delivered within certain geographical areas, and on select products based on value. Only cash payments are accepted. No card or digital payment facilities are available at this time.
  7. MasterPass by MasterCard
  8. How do I pay using MasterPass? 
  9. Getting started
  10. In order to pay using MasterPass you must have the MasterPass App on your smartphone. The MasterPass App can be found at:
  11. Google Play
  12. Apple App Store
  13. Blackberry Store
  14. Windows Store
  15. Activate your phone
  16. To secure your device for MasterPass payments, the App will send one SMS. Your normal mobile network rates will apply. This will only happen once.
  17. Setup your MasterPass account
  18. Your MasterPass account will allow you to save contact and billing information securely on the MasterPass system.
  19. Add your bank card to your MasterPass account
  20. You can add credit, debit, or reloadable prepaid cards from MasterCard, Maestro and Visa.
  21. You are now ready to shop on the website with MasterPass by MasterCard
  22. How do I pay using MasterPass?
  23. When your cart is brimming with cool stuff, and you’re ready to check out, simply choose to pay using MasterPass. We’ll then send you over to the MasterPass payment page.
  24. If it’s your first time using MasterPass:
  25. You will be asked to select your country of residence and language
  26. Then you will be asked to select your wallet
  27. MasterPass will present a code on screen. Use the MasterPass App on your smartphone to scan the code and authorise your payment.
  28. Once payment has been authorised you will be returned to takelot.com to receive your order confirmation.
  29. MasterPass help
  30. For MasterPass account help visit the MasterPass Support FAQs at http://www.mastercard.com/za/masterpass/help.html#
  31. Can I pay using EFT?
  32. Yes, Divafleek has two Instant EFT payment options via payment partners Ozow and PayFast.
    Instant EFT is a payment service that allows you to pay via EFT without the hassle of a waiting period or additional fees.
  33. Ozow
  34. Ozow is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank. Ozow allows for electronic funds to be transferred inter-bank directly into the seller’s bank account, in real time, using the current infrastructure of your bank’s internet banking functionality.
  35. How it works:
  36. Select Instant EFT as your payment option during checkout and click on the Ozow option – then select your bank
  37. Login using your internet banking credentials
  38. Select an account to pay from and enter a reference for your records
  39. The automated process will navigate and populate the relevant fields on your behalf in the background
  40. Your bank will send you an OTP (one-time password) or mobile authentication to your mobile phone to verify the payment
  41. Enter your OTP or accept the authentication message
  42. Payment is complete
  43. Benefits:
  44. Your order status will be updated immediately
  45. There is no need to send through a proof of payment
  46. There is no need to wait for funds to reflect in our account
  47. There is no need to enter Diva fleek’s banking details or order reference number
  48. Is it safe?
  49. Ozow guarantees the highest levels of security when paying online
  50. Ozow has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security
  51. Ozow acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller
  52. Your online banking login details are NOT stored by Ozow
  53. PayFast
    PayFast is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank.
  54. How it works
    there are two ways to make an EFT payment using PayFast; Automatic EFT and Manual EFT.
  55. Automatic EFT
  56. Select Instant EFT as your payment option during the checkout process and click on the PayFast option, selecting Instant EFT.
  57. Select your preferred bank.
  58. Login using your internet banking credentials.
  59. Select an account to pay from and enter a reference for your records.
  60. The automated process will navigate and populate the relevant fields on your behalf in the background.
  61. Your bank will send you an OTP (one-time-pin) or mobile authentication to your mobile phone to verify the payment.
  62. Enter your OTP or accept the authentication message when prompted.
  63. Payment will then be completed.
  64. Benefits to using Automatic EFT:
  65. Your order status will be updated immediately.
  66. There is no need to send through a proof of payment.
  67. There is no need to wait for funds to reflect in our account.
  68. There is no need to enter divafleek.co.za’s banking details or an order reference number.
  69. Manual EFT (Only available to ABSA, First National Bank, Nedbank and Standard Bank customers)
  70. Select Instant EFT as your payment method during the checkout process and click on the PayFast option, selecting Instant EFT.
  71. Select the “Make an EFT payment from your bank” option at the bottom of the page.
  72. You will be redirected to the PayFast payment engine where you’ll be prompted to pay the appropriate amount via EFT from your internet banking site.
  73. PayFast account details and a unique reference number will be provided to you by PayFast during the payment process.
  74. After completing your EFT payment on your internet banking site, return to the PayFast screen and click the “COMPLETE” button.
  75. Receipt of your payment will be verified and your order completed.
  76. You will be notified of successful payments and completion of your order via email.
  77. Benefits to using Manual EFT:
  78. No manual reconciliation or missing payments.
  79. Instant confirmation of funds received.
  80. No delay in authorisation and delivery of your order.
  81. No special software needed.
  82. Is it safe?
  83. PayFast guarantees the highest levels of security when paying online.
  84. PayFast has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security.
  85. PayFast acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller.
  86. Your online banking login details are NOT stored by PayFast.
  87. Can I pay with cash?
  88. When an item is marked ‘Eligible for Cash on Delivery’ on a product page, it means you can pay for this item with cash when your driver delivers your goods.
  89. Important:Currently we only accept cash payments when the Cash on Delivery option is selected. Credit & Debit Card or any other digital payments won’t be accepted on delivery.
  90. If your whole order is eligible for COD, it will be displayed as a payment option for you to select at checkout. Then make sure you have the exact amount of cash ready for our friendly delivery driver when he arrives.
  91. We can’t offer COD for every order. If you get to the checkout and COD is NOT listed as a payment option, unfortunately your order doesn’t qualify.
  92. We don’t offer COD for any orders that:
    1. include digital products(e.g. eBooks, gift vouchers or airtime)
      – include customised products (e.g. a sports shirt printed with a personalised name)
      – total R5,000 or more
      – will be collected from our warehouse
      – are being delivered to an address falling outside of our Divafleek Delivery Team area
  93. If COD isn’t available for you, don’t worry. There are lots of other 100% secure and easy ways to pay, including EFT & debit card.
  94. When will my Instant EFT payment clear?
  95. When paying by Instant EFT, there will be no waiting period before your payment is received and your order is authorised.
  96. When will my credit card be charged?
  97. Your credit card will be charged after the successful placing of your order and the approval of your card. If there are any problems, you’ll hear from us.
  98. Exchanges & Returns
    • In what currency will my refund be processed?
    • We will process your refund in ZAR currency only. Exchange rate fluctuations, which Divafleek does not control, may mean that the refund amount finally received by you, if received in a foreign currency, may be less than the amount you paid for your purchase.
  99. What if I don’t have the original shipping packaging?
  100. You are responsible for packing the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.
  101. What is Diva fleek’s return policy?
  102. View our Returns Policy here.
  103. How do I return a product?
  104. Log your exchange / return request on the website or app
    Login to your Divafleek account on the website or app and initiate the exchange or return process by completing the online request form.
  105. Click here to log your exchange or return now.
  106. Prepare the return parcel
    Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit. Remember that if you are returning a product because you changed your mind, you must have the original product packaging – which must be intact and undamaged (but you do not have to have the original shipping packaging). Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ below.
  107. Please include the return reference (the RRN number at the top of your email) in or on the outside of the parcel so that we can easily identify your return.
  108. Courier collection
    Our couriers will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.
  109. Exchange or replacement / account credited
    Once your returned product has been validated by Diva fleek’s quality team, your account will be credited, unless you have requested a replacement or an exchange.
  110. Once your Divafleek account has been credited, you can use the credit towards other purchase on the website.
  111. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit.
  112. Please note that we only refund to the payment method that you originally used– i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.
  113. Reduced price paid at the time of the transaction will be refunded back to you.
  114. If you have used a Gift Voucheror Promotional Coupon on an order from which you are returning one or more products, please refer to our terms and conditions here for more information on how these credits and refunds will be processed.
  115. How long does it take to process my return?
  116. In general, once we have received the returned product, your return request will be processed within 10 days. Once your returned product has been validated, your account will be credited, unless you requested a replacement, refund or an exchange.
  117. However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. At that stage, because we want your experience to be as good as possible – if the supplier or manufacturer has offered you a repair/ replacement but it takes longer than 21 days to resolve the matter, we will get in touch with you to see if you would rather receive a credit/ refund directly from us.
  118. For refunds, please note that your bank can take 3-5 business days to clear the funds back into your bank account.
  119. How do I know if you received my return?
  120. You will receive an email notification once your return has been received at our warehouse.
  121. What are the options available for a return?
  122. When contacting our support team, you can select a preferred action. While we will do our best to fulfil this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:
  123. Credit my account – The amount is credited to your Divafleek account.
  124. Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available. Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ below.
  125. Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used– i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.
  126. How long does it take for me to receive a refund?
  127. If you request a refund after your account has been credited for a return, we will process your request instantly. For bank deposits and credit card refunds, it may take 3-5 business days, depending on your bank’s processing times, for the funds to reflect in your account.
  128. Please note that we only refund to the payment method that you originally used– i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.
  129. What if I change my mind about my purchase?
  130. If you have changed your mindabout a product you bought from us, you can return it to us at no charge, provided that:
  131. you request a return within 30 daysof receiving your order (after 30 days, you can only return a product if it is defective);
  132. it is undamagedand unused, with the original labels and stickers still attached;
  133. it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  134. it is not missing any accessoriesor parts;
  135. it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • A product which has been personalised for you or made to your specifications.
  136. If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
  137. deliver the correct productto you (if the correct product is available) or;
  138. credit your accountwith the purchase price of the product or;
  139. Refund youwith the purchase price of the product.
  140. How do I exchange a product?
  141. If you want to exchange a qualifying product for a different size or colour, simply return the original product within 30 days of delivery for a free exchange.
    To request an exchange:
  142. contact our support Team and provide the following
  143. The “Reason for return
  144. We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product.
  145. If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange.
  146. What if I received a damaged product?
  147. If you notify us within 7 days of damage to your goodsoccurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:
  148. replace the correct productto you (if the correct product is available) or;
  149. credit your accountwith the purchase price of the product or;
  150. Refund youwith the purchase price of the product.
  151. Note on Unboxed Deals:
    If you request a return of an Unboxed Deal and a repair is not possible, we will see if we have an exact replacement Unboxed Deal product in stock but if we don’t, we will credit or refund you. A new product in perfect condition is not considered the same product as an Unboxed Deal and an exchange of this kind cannot be granted. This is why Unboxed Deals are discounted, compared to products in perfect condition.
  152. Can I return sale products?
  153. Yes, sale products can be returned.
  154. If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.
  155. How long does it take for a refund to be processed once my return is processed?
  156. Credits reflect in your Divafleek account within 24 hours, but refunds may take a further 3-5 business days to reflect in your bank account.
  157. When can I get a Drop & Collect?
  158. Drop & Collects are done if a product was damaged on delivery or is found to be defective within the first 7 days after delivery, – where we have stock of the requested product. If we do not have stock of the product, we will arrange a normal collection and send you the replacement or exchange as soon as we have stock.
  159. If I receive the wrong product or the product is not as described on the website, what should I do?
  160. If a product is not what you orderedor not as described, you can courier the product back to us, provided that:
  161. you request a return within 30 daysof receiving your order (after 30 days, you can only return a product if it is defective);
  162. it is undamagedand unused, with the original labels and stickers still attached;
  163. it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  164. it is not missing any accessoriesor parts;
  165. it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • A product which has been personalised for you or made to your specifications.
  166. If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
  167. deliver the correct productto you (if the correct product is available) or;
  168. credit your accountwith the purchase price of the product or;
  169. Refund youwith the purchase price of the product.
  170. Can I return a product without accessories?
  171. Unfortunately not – the complete product has to be returned.
  172. Can I change my collection address once I have logged a return?
  173. Unfortunately not – in such an event please cancel the return and log a new one.
  174. Cancellations
  175. Can I cancel my order?
  176. You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.
  177. How do I cancel my order?
  178. Get in touch with us here to cancel an item or a complete order.
  179. If the order has not yet been paid for, it can simply be cancelled.
  180. If it has been paid for, you have the option of a credit or a full refund.
  181. Shipping and Delivery
  182. Can I change my delivery address?
  183. We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.
  184. What are my delivery options?
  185. Courier– We deliver directly to your home or office, anywhere in South Africa.  All delivery and tracking details are supplied to you at checkout;
  186. What will delivery cost me?
  187. A flat rate of R130.00
  188. When do I get it?
  189. 3-7 working days
  190. Does Divafleek ship internationally?
  191. We do not ship outside of South African borders at this time. For outside RSA orders, Clients can arrange their own courier service for collection at out pick up point.
  192. Will I have to sign for my package?
  193. If you’re not able to receive your package personally you are welcome address the delivery to a different recipient by updating the delivery address details. For further assistance you can contact our client support team.
  194. What happens if a product is missing from my shipment?
  195. If you received an incomplete delivery you can notify us, then our friendly customer service team will be in touch with you to assist.
  196. How do I track my order online?
  197. Once we’ve received your order, we’ll send you an e-mail with tracking details. If in doubt, contact us.
  198. Please note:
  199. The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account. For cheque deposits, this means once the funds have been cleared, which is usually only 7 days after the deposit.
  200. Business days are defined as Mondays to Fridays, excluding public holidays.
  201. General
  202. What happens if a product is out of stock?
  203. If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.
  204. We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.
  205. What happens if an item is out of stock?
  206. If an item becomes out of stock, it will reflect as such on the site.
  207. If you have pre-ordered the item, or ordered as part of a “while stocks last” special offer, we’ll let you know. You then have the option to be refunded, or credited or wait until it comes into stock again.
  208. What do I do if I forgot my password?
  209. On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that your account was registered with and click ‘Submit‘. We will email you a link to this email address which you can click on to reset your password.
  210. My email address has changed. How do I update this on my current account?
  211. login with your email address, that your account was registered with, and your password,
  212. go to Your Account > Personal Details,
  213. Change your old email address to your new one and save your changes.
  214. Your new email address will be your user Login from now on.
  215. How do I sign up for your newsletters?
  216. If you want to hear about great deals, new products and special offers before anyone else, make sure you are signed up to receive our email newsletters. Signing up is easy:
  217. Go to My Account > Customer Information > Newsletter Subscriptions, and enter your preferred email address.
  218. To help us send you the most exciting news and product information that is most relevant to you, you can even indicate your interests by ticking your favourite departments.
  219. Make sure to click on ‘Savepreferences’ to update your account. 
  220. Pre-order
  221. What is a Pre-order?
  222. Pre-orders allow you to place advance orders for products that have not yet been released. When you place the Pre-order, we then order the product in advance from our suppliers.
  223. Note:release dates are subject to change without prior notice. We’ll try to keep you informed of any potential changes.
  224. When do I get charged for a Pre-order?
  225. Credit Card Pre-orders are charged immediately.
  226. If you’re paying via Bank Deposit, you’ll hear from us when the payment is due.
  227. Note:Standard Bank Autopay is unfortunately not an option on Pre-orders.
  228. Can I mix normal orders with pre-orders?
  229. Unfortunately you can’t mix Pre-orders with normal orders. You also cannot order a variety of Pre-order products in one transaction – checkout will only allow onePre-order product (of any quantity) per transaction.
  230. How do I cancel a Pre-order?
  231. You are entitled to cancel your Pre-order prior to the point at which you receive a notification that it is being shipped for delivery. To cancel your Pre-order you can get in touch with us here
  232. What happens if the price of my Pre-order product changes?
  233. If the price of a product you’ve already pre-ordered is dropped before the product is released, we will automatically adjust your Pre-order to the new lower price, and ensure you are charged for the new price. If you have already been charged, or have already deposited money, we will place the difference as credit on your Divafleek account.
  234. If the price of your Pre-ordered product increases, we will temporarily suspend your Pre-order. At the same time we will send you an email, with the option of changing your Pre-order to the new price, or cancelling your pre-order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.
Open Chat
1
Hello!
%d bloggers like this: