Frequently Asked Questions

Our store operates 365 days a year. Monday to Friday 9am - 9pm. Please note that hours differ during winter: Monday - Thursday 9am -7pm and Friday to Sunday 9am - 9pm. Trading hours may also be affected by government controlled COVID-19 restrictions, please contact 021 785 3268 for specific details.

In the V&A Waterfront, Shop 6102, Cape Town, 8001 (Level 2, opposite Carol Boyes).

At the moment, no. However, we stock all our best sellers. If you would like to know if our store has the product before going there, you could give us a call on 021 785 3268 and we will be able to assist.

When you place an order, our system will offer you a choice of carbon neutral delivery options based on your delivery address.

Delivery to remote areas (ie. farms in outlying areas) is challenging, please check Pargo to see if there is a pick up point close by to receive your order.

We have the following carbon neutral delivery options available:

• Courier Delivery: Delivery to your door.
• Pargo: Collect your parcel from a chosen Pargo pickup point close to you.
• Express Courier Delivery: For delivery within 3 hours, for all orders placed, Monday to Friday between 8am – 3:30pm. Please note that this option will only be available at checkout if you are located within the areas that qualify for this delivery method.

For all orders of R400 or more we offer free carbon neutral delivery in South Africa.

• For deliveries to main city centres the free delivery option will be available via courier service.

Courier Service under R400:

Express Delivery is currently only available in Cape Town.

For carbon neutral delivery within 3 hours, for all orders placed, Monday to Friday between 8am – 3:30pm. To qualify you need to live within a 25km radius of our warehouse in Capricorn Park, Muizenberg, Cape Town. Therefore, this option will only be available at checkout if you are located within the areas that qualify. Orders of R400 or more will be charged R20 per delivery, orders of less than R400 will be charged R40 per delivery. 

Pargo Delivery:

Pargo Delivery is a flat rate of R62 per order.

International Orders:

We deliver to Namibia, Botswana and Swaziland via courier services, no free delivery option is available over South African borders. Delivery cost will be calculated at checkout and added to your order total.

Please note that you may have to pay customs duties when your order arrives in your country. This cost is out of our hands and we cannot be held responsible for any customs duties payments applicable on receiving your parcel.

What does carbon neutral delivery mean?

Faithful to Nature is proud to be one of SA’s first major retailers to offer nationwide carbon neutral delivery on behalf of our shoppers and our world. Long story short: we offset the carbon emissions from our deliveries by funding worthy sustainable projects to reduce our footprint and yours, with every order. Find out more here.

We dispatch all orders, unless otherwise stated, within one working day of receiving payment into our accounts. If you pay via credit card, we receive this payment automatically as soon as you have paid. If you pay via EFT or bank deposit, your order will only be dispatched within 24 hours of your payment clearing.

• Courier delivery takes 2 – 5 working days depending on the order's destination.
• Deliveries are made Monday to Friday between 9am – 5pm.
• There are no deliveries on weekends or public holidays.
• Main city centre delivery takes 2 – 5 working days.
• With remote areas deliveries can take up to 7 working days.
• Your delivery address should be at an address where somebody you trust will be available to accept your order at any time. Anyone at the delivery address can accept the delivery. In order for us to prove that delivery of an order has been completed, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery.
• Pargo delivery takes 2 – 7 working days, and is held for up to 7 days.
• Orders to Namibia, Botswana and Swaziland take 7 – 15 working days.
• Unforeseen circumstances, for example adverse weather, closed roads, strikes etc. could prolong the delivery time. This is rare but it does happen, therefore a 'late' delivery is not grounds for a refund or cancellation of the order. However, if your delivery has not been delivered after the estimated times shown above, please contact us with your order number so that we can follow up on the matter.

We carry a large stock holding in our warehouse that we are constantly restocking. However, it is possible that you will order a product that we are temporarily out of stock of. If this happens, we will contact you within one working day to notify you and to give you options e.g. swap for another similar product, get a refund on the item, etc.

Call us on 021 785 3268, or email our customer support team on support@ftn.co.za with your order number and details of the product/products not received and we will gladly assist in sorting this out for you.

You are not able to change the delivery address yourself once you have already submitted your order. Should you wish to change it you can contact our customer support team on 021 785 3268, or support@ftn.co.za, and they will be able to update this depending on the status of your order.

Should you wish to update your address once it has already been delivered, our team will send over a courier quote and we can arrange to have it sent to your desired address.

Goods are occasionally damaged in transit, and we will happily replace these. Please do take a photo of the damaged item as this helps our packing team improve the way products are wrapped and sent. Send an email to support@ftn.co.za, get in touch via the live chat on our website, or call us on 021 785 3268 to report the damaged item so that we can correct the issue.

You are welcome to return any goods purchased within 7 days of receiving the item.

• Returns will only be accepted if the item(s) is still in their original unopened packaging.
• If you are returning the item because it is not suitable or you have changed your mind we will refund you, less the courier fee once the item has been returned to our warehouse and our team has confirmed that the item is in a saleable condition.
• If the return is due to misrepresentation on our site we will refund you in full as soon as the item is received back at our warehouse.
• The refund will be done in the form of the original tender of the order.
• Refunds are dealt with on a case-by-case basis and are generally processed within 3 working days.

Please note we will not accept returns of any feminine hygiene, menstrual or intimate products such as reusable pads, menstrual cups and sponges, yoni eggs or underwear.

Call on  021 785 3268, connect with us on live chat on our site or email our customer support team on support@ftn.co.za. We will send you a return form to complete and send a courier quote to have the product/s collected. Once you have paid the cost of having the item couriered back to us and we have received the payment, we will refund you.

Email our customer support team on support@ftn.co.za with your order number and details and a picture of the product you have received and we will assist in sorting this out by confirming that the item received was incorrect and sending the correct item out to you.

Email our customer support team on support@ftn.co.za with your order number, details and a picture of the product you have received and we will assist in sorting this out by contacting our suppliers to have it repaired, replaced or refunded, depending on the situation.

We do not accept any exchanges, but you are welcome to return the unopened and unused product (by following our returns policy). We can refund you in Faithful points to use to place a new order for the desired product on the website.

We have a number of safe and easy ways to pay for your items ordered.

You will be prompted to make payment using one of the following methods:

• Credit Card/Debit Card – immediate payments are securely processed.
• Bank Transfer – you will receive an invoice by email with our bank details and we will dispatch your order within 24 hours of your payment clearing. Please note that Bank Transfer payments could take up to 7 days to clear.
• Instant EFT – immediate payments are securely processed.
• Cash Deposit – please note there is a 3% surcharge for this payment method.
• Faithful Points – you can pay with loyalty points earned from previous purchases and referring friends. If you are struggling with this find out how to do so here.
• Gift Voucher – you can pay with a Faithful to Nature Gift Card If you are struggling with this find out how to do so here.

You will receive your payment confirmation email once we have received payment. If you have not received it yet you can check your order history in your account dashboard under "My Orders" and see the status of your order. If your order has not been processed and you need a copy of your payment confirmation get in touch with our support team on 021 785 3268 or support@ftn.co.za.

Often, deals and promotions have limited promotional stock and are valid for a limited time only. Once the deals or promotions sell out, the price will go back to its original price (the price without the discount).

Occasionally, in these cases where the limited deal-priced stock of an item sells incredibly fast, the product page price might take a short time to update, but the price displayed in your basket summary when you check out will always be the correct and final price of the product. Always double check your final basket amount before placing your order.

Please note that all deals and promotions are only secured through payment and not by adding them to your cart.

If you have any trouble with deals and promotions contact our support team on 021 785 3268 or support@ftn.co.za.

Yes, Faithful Points expire 6 months after collection.

You collect Faithful Points every time you shop with us. Faithful Points are collected at a rate of 1 point collected for each R100 spent. Faithful Points are added to your account as soon as we have received your order’s payment confirmation.

1 Faithful Point = R1 discount on Faithful to Nature orders.

Faithful Points can be used be spent during checkout. 1 Faithful Point equates to R1 discount.

You can check your Faithful Points balance by going to the Faithful Points account section.

Yes, Faithful Points can be spent in conjunction with coupon codes.

Yes, we reward our shoppers with Faithful Points.

Not yet, but coming soon! Watch this space.