Frequently Asked Questions

  • We only sell authentically natural & organic products. We check the ingredient lists of all products sold and disclose full ingredient lists of every product so that you can shop in peace, knowing that you are buying genuinely safe products
  • Most of our prices are below the recommended retail price so you get great savings
  • We have a great loyalty programme so every time you shop, or recommend friends you get points to discount against your next order
  • We dispatch all orders within 12-24 hours, we dare you to try and find an online shop with a quicker turn around time
  • Our delivery costs are very reasonable
  • We include free literature & samples in almost every order that we send out.
  • We use recyclable packaging and boxes at every opportunity
  • We give free advice and recommendation by phone and email
  • You can pay by various means – credit card; EFT; bank deposit.
  • We deliver orders to every single address in South Africa
  • We have won business awards for great customer service

Most of our products are locally made and we always support local where we can. In most instances of imported products, you will find that local alternatives are not yet available. Under each product you will see that we note whether it is proudly South African or not.

For most items our website allows you to order as many units as you like. This is for your convenience so that you can get your order in without any delay or stock restrictions, we then make it happen. If there is a product in your order that we cannot ship immediately we will contact you within one working day of you placing your order to notify you and to give you options e.g. swop for another similar product etc. Rest assured that we carry a large stock holding in our warehouse which we are constantly replenishing and that we will always do our best to get the products you desire to you as soon as possible. You will also always be kept in the loop with your order’s progress. If you need a product urgently e.g. if you are leaving on holiday and need sunscreen, please contact us to double check that we have stock of the product. We will get back to you very quickly so it should not delay you placing your order.

  1. Find the products that you would like to order by browsing the categories or brands using the navigation menu on the left hand side. You can also search for products or products containing certain ingredients by using the ‘Search’ box on the top right hand side.
  2. When you find a product that you like, add it to your shopping bag by clicking its ‘Add to Bag’ button. Note that some products come in different sizes, colours or flavours. If this is indicated for a product, click on its View button. You will then be able to select which size etc you prefer.
  3. When you have chosen all the products that you would like to buy, click the Place Order button in the Shopping Bag box on the top right hand side.
  4. You will be asked to register or you can proceed to check out as a guest because we need your delivery and contact details to get your order to you . We do recommend that you register though because, that way we can keep your contact information on our system and you will not have to enter it again – but more importantly because this automatically signs you up to our loyalty system where you earn points you can redeem with every purchase.
  5. You will then be asked to choose your delivery method. Your order can either be delivered by via a door to door courier service, Pargo, or you can come and collect the order from our premises. It will take 1 to 4 working days by courier service or 2 to 5 working days through Pargo.
  6. You will then be asked to choose your payment method – you can pay by credit card, EFT or by a bank deposit. If you are collecting yourself, you can select bank transfer and pay us with your card at our premises. If you pay via EFT or bank deposit, your order will be dispatched within 24 hours of your payment clearing. If you are paying by credit card you may be requested to enter a one time password (OTP) which is a password using 3D secure payment security technology. This is sent to your phone in order to increase online payment protection and avoid fraud.

You will be prompted to make payment by the following methods:

  • Credit Card – payments are securely processed.
  • Bank Transfer – you will receive an invoice by email with our bank details and we will dispatch your order within 24hours of your payment clearing
  • Cash Deposit – please note there is a 3% surcharge for this payment method
  • Gift Certificate – you can pay with a Faithful to Nature gift certificate

Orders can be couriered to the vast majority of South African addresses, delivered via Pargo, or you can collect your order from our business premises free of charge.

Unfortunately we cannot offer courier delivery to remote areas e.g. remote farms or mines (although Pargo may be a possiblity for these areas). Delivery via courier has two advantages:

  1. It is faster
  2. Your order is delivered straight to your door.

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

We dispatch all orders, unless otherwise stated within one working day of receiving payment confirmation. If you pay via credit card we receive payment confirmation automatically as soon as you’ve 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 to 5 working days depending on the order’s destination.

Courier deliveries are made Monday to Friday between 9am and 5pm. There are no deliveries on weekends or public holidays. If you live in a main city centre, your order will take between 2-5 days. If you live in a remote area it could take up to 7 days. Please do not hesitate to contact our customer services team if you wish to get a more exact estimate.

Pargo delivery takes 2 to 7 working days and is held for up to 7 days.

Orders to Namibia, Botswana and Swaziland take 7-15 working days.

Late Deliveries

Unforeseen circumstances e.g. adverse weather, closed roads, strikes etc. could prolong the delivery time. This is rare but it does happen, so ‘late’ delivery is not a ground for 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.

If your shopping bag’s total is R350 or more we are happy to offer you free delivery in South Africa. If delivery is to a main centre the free delivery option will be available only via courier service. If delivery is outside of main centres the free delivery option will only be available via Pargo.

Courier Service

The delivery charge for courier delivery varies depending on where the order is going:

Destination Delivery Charge
Cape Town and surrounding areas (Bloubergstrand, Melkbos, Simonstown, Hermanus, Worcester, Paarl, Stellenbosch, Franschoek etc.) R35 any size order
Main Centres e.g. Gauteng, Port Elizabeth, Bloemfontein, Pietermaritzburg, KZN coast (from Richardsbay to Durban to Port Edward) R60 any size order
Regional Areas e.g. Kenton-on-Sea R150 any size order
Remote Areas e.g. remote farms, mines Not Offered

Our system will offer you the appropriate charge based on your delivery address during the checkout process. If the courier service option is not displayed it means that you want your order delivered to a remote area where we can unfortunately not offer delivery via courier service. If delivery is to a main centre and you are not offered the courier delivery option please contact us so that we can double check if the service is available for your post code and we can update our system.

International Orders

We deliver to Namibia, Botswana and Swaziland via courier services.

Courier Destination Delivery Charge
Namibia

Botswana

Swaziland

R200 flat fee plus R10 per kg thereafter

Please note that you may have to pay customs duties when your order arrives in your country. This is out of our hands and we cannot be held responsible if you need to pay customs duties to receive your parcel.

We are still developing our systems to take SA VAT off your purchases but can issue international clients with a coupon to compensate for this until then – please contact our customer services support team (support@faithful-to-nature.co.za) for more information.

We carry a large stock holding in our warehouse which we are constantly restocking. However it is possible that you will order a product that we are 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. swop for another similar product etc. Rest assured that we will always do our best to get the products you desire to you as soon as possible and that you will always be in the loop with how your order is progressing.

South Africa

We deliver to any address in South Africa.

Courier deliveries are made Monday to Friday 9am to 5pm, so you should always provide a delivery address where there will be an appropriate person to sign for the delivery during these times. If there is no one around to accept the delivery, the courier company will contact the recipient via telephone so that a new delivery day can be arranged.

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.

We will email you your parcel’s tracking information the first working day after we send it e.g. if the parcel’s leaves our premises on Tuesday you will receive your tracking information via email on Wednesday morning. You can then track your parcel on the courier or Pargo’s website.

We do not currently offer overseas delivery in our checkout process, however we are happy to quote you on a individual basis. Please contact us and let us know what you are interested in purchasing and we will quote you a delivery charge.

You can place an order for delivery in South Africa no matter where you are in the world. Our website is handy if you live abroad and want to send a luxurious gift to relatives or friends who live in South Africa. Just ensure that the billing address you list is a South African one, even if paying with an international card.

We are physically based in Capricorn Business Park in Cape Town, but since we are an online business we deliver anywhere in Southern Africa. You can place an order with us through our website or on the phone and we will send your order to you. You can also collect your order from our warehouse.

Unfortnately not – you need to please place your order online first.

Our physical address is:

Our opening hours are Monday to Friday 08h00 to 16h30

If you do not receive your order in mint condition or if anything is broken or damaged please let us know immediately so that we can ensure the situation is rectified. Whilst we have not lost any parcels in the post to date, goods are occasionally damaged in transit, and there is no question that these will be replaced. If you can, please do take a photo of the damaged item as this helps our packing team improve the way products are sent.

You are welcome to return any good purchased within 7 days of receiving the item. Unfortunately we can only accept goods for return that are still in their original unopened packaging. You will have to pay to have the item couriered or posted back to us, but as soon as we receive it, we will issue you a credit note. Our policy is to deduct a 10% handling fee from the original price, but unless a lot of administration has been necessary to get the item back, we usually turn a blind eye to it.

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.

The registry will close one week prior to the event in order for us to order, wrap and deliver your gifts to the babyshower event in time. If you purchase a gift from the registry after the 1 week prior closing date, we will deliver a voucher with the details of your gift purchased and your special message, and arrange a delivery to your friend post event.

If you can’t find anything you’d like to give the couple, or you have in mind a particular amount you wish to spend, you can buy the couple a gift voucher for any amount. We always add an option to buy gift vouchers, which are valid for 3 years, so your friends can buy whatever their hearts desire, even after the registry is delivered. It’s the gift that keeps on giving. Plus, we’ll deliver it to them with the rest of their gifts, so there’s no admin for you.

Every time a gift is bought on the registry, we take down the details of what was bought and by whom. If the couple ‘opt in’ to our Thank You Manager service then they will get an immediate email notification of your gift purchase, including any message you send along with your gift. If they ‘opt out’ then only when they close their registry after the wedding, will they be sent this list.

We take care of the gift giving for you! Rather than having to wrap and take the gift with you, we’ll keep everything safe here and deliver the whole registry to the babyshower ready to be unwrapped with the other gifts. No wrapping, no driving back to fetch the forgotten gift, no standing around looking for the gift table. Just click, buy, and let us handle the work of making sure they get everything.

When the babyshower event date has passed, they are given the option to exchange items for newer ones that have come up since they registered, or put the value of a few of the smaller gifts towards one or two larger pieces. After the registry is delivered, if anything arrives that they are not happy with, they can return it in exchange for another product of the same value or a BabaLust gift voucher. We do not issue cash refunds for registry gifts, unfortunately. Warranties are available on most products, and we are happy to help facilitate exchanges or repairs if needed.

How does buying a gift from a registry work?

1. Browse your friend’s baby registry and choose a gift you’d like to purchase for them.
2. Press the “Add to Cart” button on the item.
3. From there, you can choose to add more gifts or to proceed to Checkout.
4. At Checkout, you can add a special message, select if you would to add gift wrapping and pay using any of our payment methods.

We’ll deliver your gift to their babyshower* or you can choose to have the gift delivered to you instead to wrap and bring it along to the event yourself.

*You won’t need to take a gift with you to the event. The registry closes 1 week prior to the event and we will have your gift delivered to the event ready to be opened with the other gifts. If you’ve chosen for your gift to be gift wrapped, it will be dolled up in our beautiful Babalustful gift wrapping.