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FAQ

FAQ’s

How do I buy online?

 

Hover over your preferred category (girls/boys/babies/sale) and select the items you are looking for from the drop down menu). Alternatively, follow the following easy steps:

 

Step 1. Hover over the category (girls/boys/babies)

Step 2. Select the article type (pants, tops, etc.)  within the desired season (summer, winter).

Step 3. Select your size and quantity (total will automatically adjust according to size and display at the top) and click on ‘add to bag’.

 

Your item is now in your bag. Simply click on the bag at the top of the page, follow the on-screen instructions and checkout.

 

What payment methods do you accept?

 

We accept VISA and MasterCard as well as EFT's

 

Can I pay by EFT?

 

Yes you can. Simply select "EFT" as your selected payment method when completing your checkout process.

 

What is 3D secure?

 

3D Secure, also known has MasterCard Secure Code & Verified by Visa, requires that the card holder enter a secure PIN before the payment is processed to the bank.

 

How do I register for 3D Secure?

3D secure can be registered using the following methods

  1.  Through your online banking
  2. The customer can also directly register from a 3D secure merchant website while doing a transaction online.

 

Can I order via email/fax/phone?

You can only order online via our online shop. Due to security reasons we do not accept orders via telephone, fax or e-mail.

 

Do I need to create an account to buy online?

Yes you do. Setting up an account gives you several advantages. You will be able to move through the checkout process faster, store multiple shipping addresses, view your order history as well as check the status of your current order.

 

Do you have a size guide?

You will find a size guide next to each product. Should you have any trouble locating the size guide, please contact us on shop@sticky-fudge.com or 087 151 4883.

 

What currency do you use?

We accept south African Rands.

 

Are prices inclusive of VAT?

All prices shown on our online shop are inclusive of 14% VAT

 

Is it safe to use my credit card?

We use a variety of measures to ensure that your personal information is protected from: unauthorized access, improper use or disclosure, unauthorized modification or alteration, unlawful destruction or accidental loss.

 

Are my personal information kept confidential?

We do not share (or sell) the information you provide us with third parties unless we first obtain your consent.

 

Is Sticky-Fudge.com/shop a secured website?

We’ve implemented reasonable security measures, including Secure Socket Layer (SSL) encryption technology for credit card information and other tools to protect all your information.

 

Can I deliver garments to friends or family?

Yes you can. Please ensure you enter the friend or family member’s address in the ‘delivery address’ field upon checking out. The ‘billing address’ field would then be your address. The recipient will be asked for proof of identity upon delivery.

 

Do you have a gift service?

Our gift service will launch soon!

 

How will my order be shipped?

Door-to-door couriers for all central areas. Outlying areas will be sent via post office. If you are not sure whether a courier will be used, feel free to contact us on shop@sticky-fudge.com or 087 151 4883 for more information.

 

What happens if an item is out of stock after I have placed my order?

In cases of unavailability, we will refund you in full within 30 days from date of payment to Frinette cc.

 

Can I exchange items from the online store?

You can contact Sticky-Fudge on shop@sticky-fudge.com to check on stock availability. Please note that the courier cost would be for your account.

 

Can I cancel an order?

Yes you can. Please note that cancellation of orders will attract a 10% charge for administration costs.

 

What happens when I receive a defective garment?

Please notify us by email on shop@sticky-fudge.com. We will then instruct you on how to return the items. All defective articles returned will be inspected by the Frinette cc quality department.

 

What happens if I receive the incorrect order?

Please notify us by email within 7 days of delivery, as specified on the packing slip/invoice you received with your delivery.

 

How do I return an item?

If you would like to return a defective garment, please notify us by email on shop@sticky-fudge.com.  If you would like to return an incorrect order, please notify us by email within 7 days of delivery, as specified on the packing slip/invoice you received with your delivery.

 

Have you received my returned goods?

Please contact us on shop@sticky-fudge.com

 

How do I check my order status?

Your can check you order status in ‘my account’ at the top of the page.

 

How long does it take for my order to be shipped?

Order will be processed within 1-2 days after placed. Once money reflects, orders into central areas should be delivered within 3-5 working days. Orders in outlying aread will be shipped via the post office and may take longer.

 

How long does it take for my parcel to arrive?

This is area dependant. You will have your order in no more than 5 working days from reflection of payment should your delivery address be in a central area. Outlying areas may take longer. Deliveries via courier will only be done on working days, within working hours to the address provided by you. The courier will phone and confirm a time for delivery.

 

What is your privacy policy?

You can read our full privacy policy here

 

What if there is an error on the website?

Please contact us on shop@sticky-fudge.com as soon as possible.

 

Do you deliver to a post office?

We do not deliver to post office addresses.

 

Where does sticky-Fudge deliver to?

We deliver anywhere in South Africa to a physical address.

 

How can I contact customer service?

If you have any comments or complaints relating to an order, payment or delivery, please email us on shop@sticky-fudge.com.