Lockdown South Africa

SAFETY MEASURES

As per WHO and the South African Government guidelines, Zando.co.za will be adopting the following safety measures.

WAREHOUSE

Safe Warehouse

Our warehouse will be
sanitised thoroughly
throughout the day

Safe Warehouse

Temperatures will be
checked before entering the
premises

Safe Warehouse

Hand sanitisation
stations available at
all entry points & high
traffic areas

Safe Warehouse

Face masks will be
worn by all staff

Safe Warehouse

Social distancing to
be practised at all
workstations

DELIVERIES

Safe Delivery

Contactless delivery

Safe Delivery

Drivers to wear
masks

Safe Delivery

Drivers to sanitise hands
before & after delivery

Safe Delivery

Orders will be placed on
the ground & driver to
step away

COD

Cash on Delivery:
COD is available

Safe Delivery

No signature required


PAYMENTS

We will only accept prepayment methods (credit/debit cards) as well as COD for orders.


We now offer Cash On Delivery (COD) to certain parts of Cape Town, Johannesburg and Durban but will need to adhere to strict guidelines as per COVID-19 regulations:

To ensure the safety for you as well as our delivery team, COD will only be available on orders below R1,500.00

You will receive an SMS on the day of your delivery, confirming that delivery will happen. Please ensure that somebody is available to receive and pay for your order

If you are not available to accept delivery on the first delivery attempt, we may make a second delivery attempt within 1 additional business day of the first attempt, after which your order will be cancelled and returned to our warehouse

To limit the amount of contact, our drivers will not have change for you and we ask that you please have the exact amount ready to pay for your delivery. Please note that our drivers do not have another form of contactless payment and will only accept cash from you

For safety reasons, we cannot allow you to open the parcel and only accept some items and send back the rest. You will be required to pay for the full delivery and then request a return for items you no longer want


WHAT YOU NEED TO KNOW

When will I receive my order?

You will receive your order within 7 - 10 working days, however, please expect a slight delay.

Please check our delivery timelines page for more information - https://www.zando.co.za/sp-delivery-timeframe/

I'm not yet back in the office, can I please change my delivery address?

It is not possible for you to amend your address on an order already on file. Please contact our Customer Loyalty team at customer.service@zando.co.za providing the necessary information and we'll gladly update the details for you.

How do I track my order now?

All movement of your parcel is updated on your online account, simply log into your profile via the Zando.co.za app or online account. Once logged in, go to My orders, where you will see the status of each item within your order and the estimated delivery date.

In the event that the order is delayed, kindly contact our friendly Customer Loyalty team on customer.service@zando.co.za

When will you collect my return?

We will be reviewing all returns that are still outstanding and we will arrange collection shortly.

Can I collect my order at your warehouse?

Unfortunately, not.

Can I drop off my return at your warehouse?

Unfortunately, not.

How long will my refund take?

Our refund process takes between 2-3 working days to be completed and once completed will reflect into your bank account within 7-10 working days.

I no longer want my order. Can it be cancelled and refunded?

If your order has not been processed by our warehouse we are able to cancel your order and process your refund.

Kindly allow 7 – 10 working days for the funds to reflect in your bank account, depending on the bank you are using.

If your order has been handed over to our courier, please make contact with our Customer Loyalty team. Our logistics team will cancel your delivery so that we can begin processing your refund.

In the event that delivery is attempted before the order is cancelled, please inform the driver that you are no longer willing to accept the order and you would like the delivery to be cancelled. Once the driver marks the order as rejected, the order will be returned back to our Cape Town warehouse and the refund will be sent through to our finance team for processing.

Kindly allow 7 – 10 working days for the funds to reflect in your bank account, depending on the bank you are using.

How do I contact the Customer Loyalty team?

To comply with the nationwide lockdown, all our staff are working remotely. Our Customer Loyalty team's phone lines are closed, but you can reach us by completing the Contact Us form on our website.