Frequently Asked Questions

Common Questions

How can I get in touch with Craftivating?

  • You can contact us at 087 265 8652
  • Or send us an email at info@craftivating.com
  • Or leave us a message on our Contact Us page.
  • Or send us any correspondence or mail to our correspondence address at 222 Smit St, 21st Floor, Braamfontein, Johannesburg, Gauteng, 2000. Please address all correspondence to our primary company, Xvanta (Pty) Ltd.
  • Or get in touch with our primary company at info@xvanta.com or info@xvanta.co.za

How do I make a purchase?

  1. Select the product(s) that you would like to purchase.
  2. Select the quantity and then click Add to cart.
  3. Click on the shopping bag icon at the top right on the page.
  4. Check your cart and then click Proceed to checkout.
  5. Fill in all your customer information and shipping address.
  6. Review your purchase summary.
  7. Select your preferred payment method and click Place order.
  8. Your purchase summary will then be displayed and you will receive an email confirmation of your purchase.

What payment methods are accepted?

All payments are handled securely by Yoco, Ikhokha, and PayFast:

We accept payment by Visa and Mastercard credit cards, cheque cards and debit cards, Instant EFT (via Internet Banking), Masterpass, SCode, SnapScan, and Zapper.

Do I need to register an account to make a purchase?

Yes, please. But, if you would like to place an order without registering, please send us an email at info@craftivating.com to assist you with the guest checkout process.

Appreciable reasons to register an account on Craftivating:

  • Speed your way through checkout.
  • Track your purchases easily.
  • Easily view all your past purchases.
  • Receive special discounts.

And we like to send our loyal customers free store credit from time to time, by having an account makes it easier to allocate the free store credit.

We use the Order Information that we collect generally to fulfil any orders placed through the Site. View our Privacy Policy.

If you would like to have your account and data deleted, please send us a data deletion request at info@craftivating.com.

Under which company does Craftivating trade?

We trade under Xvanta (Pty) Ltd with registration number 2013/000156/07. Our company details are publicly available to view on CIPC.

Craftivating is proudly a division of Xvanta.

If you would like to get in touch with Xvanta, please send us an email at info@xvanta.com or info@xvanta.co.za.

Do you have a walk-in store?

We are an online store exclusively, we unfortunately do not have a walk-in store at the moment as stock is sourced from various suppliers on a per-order basis, and no stock is kept on premises.

How will communication be send regarding my order?

We will primarily send all updates and communication regarding your order to your email address, please check your emails for any updates from us.

Shipping and Delivery

What delivery methods are available?

  • Courier Delivery with a cost of R79
    (Delivered directly to your home or office address, anywhere in South Africa)
  • PUDO (Powered by The Courier Guy) with a cost of R69
    (Delivered to your nearest or preferred PUDO locker)
  • PAXI with a cost of R60
    (Delivered to your nearest or preferred PAXI collection point)
  • PostNet with a cost of R99
    (Delivered to your preferred PostNet branch)
  • Free Delivery on all purchases of R500 or more!
    (Delivered via PUDO, PAXI or Courier Delivery)

View our Shipping and Delivery Policy

When can I expect my purchase to be delivered?

Once your purchase has been dispatched, the following timeframes are applicable depending on your preferred delivery method:

* Delivery times may be delayed between 5 – 15 business days if the product is sourced from an external supplier – Please note that some imported products may take between 15 – 25 business days to be delivered as indicated.

Courier Delivery: (Delivered between 8am and 5pm on business days)

  • Main Centres: 1 – 3 business days *
  • Regional Areas: 3 – 5 business days *
  • Outlying Areas: 5 – 7 business days *

PUDO (Powered by The Courier Guy):

  • 1 – 4 business days *

PAXI:

  • 7 – 9 business days *

PostNet:

  • 2 – 3 business days (Please allow 1 extra business day for outlying areas) *

View our Shipping and Delivery Policy

How do I track my delivery?

Once your purchase has been dispatched you will receive an email confirmation containing your delivery details, as well as a tracking number.

* If the product(s) are sourced from an external supplier, the order will only be dispatched when all the product(s) has checked in with us.

View our Shipping and Delivery Policy

What happens if I received a damaged or incorrect product?

In the unfortunate event that you receive a delivery whereby the products are damaged or defective and or its quantity delivered to you does not match your products and it’s quantity as per your purchase, please notify us within 7 days upon receipt of delivery by email at info@craftivating.com to assist you.

View our Shipping and Delivery Policy

What happens if the delivery company lost my parcel?

All purchases dispatched are guaranteed to be delivered. If your purchase is lost, we will either send you a replacement or we will refund the full purchase amount to you.

View our Shipping and Delivery Policy

What should I do if the delivery of my purchase is taking longer than expected?

On rare occasions, or in remote areas, delays can happen. If the expected delivery times are significantly exceeded, please sent us an email at info@craftivating.com to assist you.

View our Shipping and Delivery Policy

What happens if I was not available for delivery?

Courier Delivery:

We will notify you of a failed courier delivery attempt, whereby no one was at the specified delivery address to receive and sign for the goods at the time of delivery. We will endeavour to reschedule the delivery with you within 24 – 48 hours, however you may be liable if any additional handling and delivery charges are incurred.

PUDO (Powered by The Courier Guy):

Should you not collect your parcel from the PUDO locker within 48 hours, PUDO will sent it to the closest PUDO kiosk / depot. You can request to have your parcel resend to a PUDO locker nearest to you or an alternative address, however you may be liable if any additional handling and delivery charges are incurred.

PAXI:

If a parcel is left uncollected at its destination PAXI Collection Point within 14 days, it will be sent back to the origin store where it was initially dropped off. We will endeavour to resend the parcel back to you, however you may be liable if any additional handling and delivery charges are incurred.

PostNet:

Should you not collect your parcel from the PostNet branch within 90 days, PostNet will dispose of the parcel. We will not be held liable in this event.

View our Shipping and Delivery Policy

How do I change my delivery address?

If you have misspelled or auto-filled your address incorrectly or want to change your delivery address, simply reply to your purchase confirmation email with the address information, or alternatively sent us an email at info@craftivating.com to assist you.

If your purchase was dispatched prior to notifying us, you may be liable if any additional handling and delivery charges are incurred.

View our Shipping and Delivery Policy

How do I cancel my purchase and delivery?

If for any reason you would like to cancel a purchase before delivery, please sent us an email at info@craftivating.com to assist you.

You can cancel your purchase at any time, depending on where the purchase is in the process:

  • If your purchase has not been dispatched upon cancellation, we will refund the full purchase amount to you.
  • Once your purchase has been dispatched from the supplier, we will only be able to process the cancellation when the purchase has been returned to us. You will need to accept the delivery and will have the right to return the purchase in accordance with our Return and Refund Policy.

View our Shipping and Delivery Policy

Do you deliver internationally?

Unfortunately, we do not deliver outside of South Africa.

View our Shipping and Delivery Policy

Returns and Refunds

How do I return a product?

To return your product, send us an email at info@craftivating.com to assist.

View our Return and Refund Policy

How long do I have to return a product?

Our Return and Refund Policy lasts 14 days from the day you have received your purchase. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or exchange.

View our Return and Refund Policy

What type of products can be returned?

To be eligible for a return, your product must be unused, undamaged, unopened and in the same condition that you received it. It must also be in the original packaging.

Sale Products (If Applicable):

Only regular priced products may be refunded, unfortunately sale products cannot be refunded.

Gifts:

If the product was marked as a gift when purchased and delivered directly to you, you’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the product wasn’t marked as a gift when purchased, or the gift giver had the purchase delivered to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Exchanges (If Applicable):

We only replace products if they were delivered to you in the following conditions: (a) defective or (b) damaged. If you need to exchange it for the same product, send us an email at info@craftivating.com to assist.

There are certain situations where only partial refunds are granted (If Applicable):

  • Any product not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any product that is returned more than 14 days after delivery

Additional non-returnable products:

  • Gift cards

View our Return and Refund Policy

Where is my refund?

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by email at info@craftivating.com.

View our Return and Refund Policy

Newsletters & Promotional Communication

How do I subscribe to the Craftivating newsletter?

  • You can subscribe to our newsletter on our Newsletter Subscription page.
  • Or send us an email at info@craftivating.com to assist.

How do I unsubscribe from the Craftivating newsletter?

  • You can manage your newsletter subscription on your My Account page, by clicking on Manage your newsletter preferences.
  • Or simply go the the last newsletter received from us, and click on Unsubscribe at the bottom of the email.
  • Or send us an email at info@craftivating.com to assist.