Frequently Asked Questions

See if your question is not answered in our Frequently Asked Questions or in our Support Forums.

FOR BUYERS


General

Where is SocialMarketPlace.co.za?

Although we are physically located in Cape Town, South Africa, we are everywhere through the extensive physical presence of our sellers throughout South Africa.

How do I buy from SocialMarketPlace.co.za?

  • Browse our extensive range of products.
  • Select the colour/size/type and click the ‘Add to Cart’ button
  • Once you have finalised your selection you can ‘View your Cart’ (top right next to ‘Search’)
  • Make sure your order is 100%, you can increase quantity here and then click ‘Proceed to checkout’
  • Fill in your personal contact and delivery details.
  • Click ‘Continue to next step’
  • Select your shipping method and your payment option: You can make Instant EFT payments, Debit Card, Credit Card, Cheque Card, Mobicred, Bitcoin via PayFast.
  • Click ‘Complete my purchase” and follow the appropriate payment prompts.
  • Your order will be hand delivered via our courier company to your door or to your nearest Post Office – View delivery information for delivery times. We deliver in South Africa for free on all orders, no minimum spend! For very remote areas not serviced by our normal courier we will have to deliver via Post Office, or to the nearest accessible town to you.

Can I buy from your physical stores?

Yes, buy all means!  In actual fact we encourage you to support your local economy.  All goods can also be collected (if preferred) from our physical stores.


Shipping

How long will my order take to arrive?

Most products arrive within 48 hours after dispatch. See full details below:

 

Product status Leaves Seller Overnight Shipping Transit time Economy Shipping Transit Time  Post Office Transit Time
AVAILABLE, dispatched immediately (Purchased before 12pm) Leaves Same day 1 Day 1 to 3 Days N/A
AVAILABLE, dispatched immediately  (Purchased after 12pm) Leaves Next day 1 Day 1 to 3 Days N/A
AVAILABLE, dispatched within (specified) days (Purchased before 12pm) Leaves In (specified) days 1 Day 1 to 3 Days N/A
AVAILABLE, dispatched within (specified) days (Purchased after 12pm) Leaves In (specified) days 1 Day 1 to 3 Days N/A
AVAILABLE, from Overseas Leaves In 5 to 7 working days N/A N/A 15 to 60 Days

 

Collections: Weekdays – 09h00 to 17h00

Home/Office delivery via courier:  Weekdays – 09h00 to 17h00

Note: These delivery times are estimations; it is difficult to guarantee exact delivery times. To find out a more accurate delivery time on the specific items, please email us at info@socialmarketplace.co.za.


Returns

Is there a warranty on the products?

Yes. 6 months minimum warranty on all goods. Please note that terms and conditions apply. If you have any questions just send us a mail.

How do I return my purchase?

Instead of having to fill in a boring paper based returns form, you can now log into SocialMarketPlace.co.za and complete the returns form online. Please see our returns page for complete instructions on how to return your purchased item.

What if it’s broken?

Yes, we know you think the product is faulty, but statistically it is unlikely. Read the manual. Google it. Try to call the manufacturer and ask if they know. If all else fails, please visit our returns page.

What is the Returns Policy?

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or refund your account, subject to the below terms. This Policy applies to products bought from SocialMarketPlace.co.za itself and from Third Party Sellers. Please note that eBooks are dealt with separately in section 5 below.

This Policy forms part of the SocialMarketPlace.co.za’s Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1. Unwanted products

You can return an unwanted product to us, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
  • it is not missing any accessories or parts; and
  • you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.

 

Changed your mind?

Where you have changed your mind and would like a refund for a product, you can return it – provided the product is not:

  • special order item* with future shipping days (*SHIPS IN OVER 7 DAYS) of over 7 working days; normal cancellations are not accepted; forced cancellations will incur a 15% restocking charge;
  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • all clearance items;
  • 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/health product, personal care items, or fragrance which has been used; or
  • a product which has been personalised for you or made to your specifications.

We will collect the product from you at a charge, please see here for shipping rates. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Want to exchange?

Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will collect the product from you (see rates) and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in paragraph 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2. Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 24 hours of such delivery / collection by logging a return on the Website.

We will collect the product from you at no charge.  We may inspect the goods to confirm that they are defective, and once  inspected and after validating your return, we will at your choice repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product and return shipping (or refund you if that is your preference).

3. Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 

Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on the Website, and we will arrange to collect the product from you once a shipping request is made here or you can use your own courier. We will refund the reasonable courier costs of returning defective goods via door to door courier to a maximum of R99.  We may inspect the goods to confirm that they are defective before we do so. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.

You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. SocialMarketPlace.co.za is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer.

4. Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or SocialMarketPlace.co.za later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. SocialMarketPlace.co.za may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or SocialMarketPlace.co.za later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. SocialMarketPlace.co.za may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.

 

5. eBook Returns

eBooks are treated differently to other products when it comes to returns, given their digital nature and the fact that technical knowledge of eBooks may be required to assist you if the eBook or its Link does not work. Once you purchase an eBook, we will only allow you to return it if defective.

Any defect in an eBook or its Link shall be dealt with as follows:

  • Should you experience any problems in using the Link to access the eBook, in opening or reading the eBook itself, or if the eBook is defective in some other way (missing pages, incorrect book, etc), please log a return on the Website as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. This will create a support request for you.
  • As a result, we will investigate the possible cause/s of the problem and how to rectify them. We may need to liaise with the relevant service providers to assess and rectify the problem or to issue you with a new Link so that you can get a replacement eBook of the same title.
  • If the eBook is defective, we will at your choice replace it (if such replacement is possible) or credit your account with the purchase price of the eBook (or refund you if that is your preference).

 

6. Charges

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse SocialMarketPlace.co.za for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations be refunded.


Payments

Are my credit card details safe?

Yes, we know this is worry for some folk, especially first-timers. But, all we can say is yes, they’re safe. All credit card transactions are processed by PayFast and takes place on a secure page (your address bar will appear green) and no credit card details are stored.

What’s our banking details?

Name: SocialMarketPlace.co.za

Account No: 54280044594

Bank: FNB

Branch: Riverside

Branch No: 254005

Account type: Cheque/Current.

Use your Order number as reference.

1. EFT (Preferred Method)

2. Cash deposits (please add R40.00 to cover bank charges)

What are my payment options?

Payment Options


Orders

How do I track my order?

You will be able to track all orders from your personal dashboard.

Can I collect my order?

If your product is sold by a shop that has a physical presence, and you would like to collect your order, you are welcome to do so. Please select the “I will collect” option on the checkout page if available. As soon as the team have packed your order we will send you an email to let you know that it’s is ready for collection.

What to do if I don’t receive my order?

Kindly call us. We’ll do our best not to panic, and then work out what went wrong and sort it out. We’ll probably be more cut up about it than you.


My Account

Do I need to create an account?

You can make a purchase without creating an account. Creating an account will allow faster checkout, the ability to store your delivery and billing details and enable you to track your orders, view your order history and write product reviews.


FOR SELLERS


General

How do I register myself as a seller on SocialMarketPlace.co.za?

In order to become a seller, please register on our website and then click on the “MY SHOP DASHBOARD” link and fill the simple registration form. We will respond to you after reviewing your information at the earliest.

What does it cost to sell on SocialMarketPlace.co.za?

SocialMarketPlace doesn’t charge any setup or monthly fees. Making payments is free, but we charge a fee for receiving payments. When you request money to be sent from your SocialMarketPlace account to your bank account, we also charge a Payout fee. You don’t require a merchant account with your bank to use SocialMarketPlace.

Description Fee (excl. VAT)
Setup fee Free
Monthly fee Free
Payout fee to bank account R10.00
Receiving funds
Instant EFT 12%
Credit & cheque cards 12%
MasterPass 12%
Debit cards 12%
Bitcoin 12%
Mobicred 12%
All fees exclude VAT.  We also have special rates for large vendors or shops.  Please contact us.

How does shipping work?

All products on SocialMarketPlace.co.za include free shipping to major cities for normal courier. Therefore, add shipping fee to your items. You can view Terms & Conditions of Shipping here.

We suggest that you average out your normal shipping costs between major and regional areas in 1 to 3 months to get the correct shipping amount for your items.

Who can sell on SocialMarketPlace.co.za?

To sell on SocialMarketPlace.co.za you should be able to meet following criteria: You should be authorised to sell in South Africa. You can only sell new and genuine products through SocialMarketPlace.co.za. You can be any of the following: Manufacturer, Wholesaler, Distributor, Retailer. There are few exceptions to the rule for which you may contact us.

If I create my shop on SocialMarketPlace.co.za, will the customer know he is buying from me?

Yes, your receive your own unique store that contains only your products. Your seller name is also indicated on our product pages of the site store that the products are sold by you.

I don’t have a website, can I still sell on SocialMarketPlace.co.za?

You don’t need a website to start selling on SocialMarketPlace.co.za. All you would have to do is list your products on SocialMarketPlace.co.za and start selling.

How do I list my products on SocialMarketPlace.co.za?

Once the registration process is complete our team will work closely with you to create your online catalogue. You will also be given access to online panels through which you can easily add and manage your listings.

Can I sell outside of South Africa on SocialMarketPlace.co.za?

Yes, no problem.


My Shop Account

Can I cancel my shop on SocialMarketPlace.co.za?

You are free to cancel anytime.