Frequently Asked Questions

Click on a topic below to reveal the answer to one of our most Frequently Asked Questions, or CONTACT US if you’re still unsure.

 

Step by step instructions on how to shop

Shopping online can be a little bit intimidating when doing so for the first time. With these step-by-step instructions, you will be shopping up an online storm in no time!

Images are taken from a mobile screen, and may differ slightly on desktop or tablet.

Step 1. Click on the product that you would like to order.

Step 2. If you are purchasing a product which offers multiple designs or colours, click on the drop down list to CHOOSE AN OPTION:

How to shop step by step instructions

Step 3. Make your selection:

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Step 4. Use the + and – buttons add or reduce the quantity and then click on ADD TO CART:

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Step 5. The product is now added to your cart. You can either continue shopping for more products, or proceed to checkout. Once you have finished shopping and ready to pay, scroll to the top of the page and click on YOUR CART:

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Step 6. If you were lucky enough to receive a coupon, ENTER COUPON CODE in the text box, click on APPLY COUPON then click UPDATE CART:

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Step 7. Scroll down to the bottom of the page to view your cart totals. Click on CALCULATE SHIPPING for shipping costs to be added to your total.

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Step 8. SELECT AN OPTION to choose your city/province and ENTER YOUR POSTAL CODE. Click on UPDATE TOTALS and then PROCEED TO CHECKOUT.

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Step 9. Enter your billing details (details of the person responsible for settling the bill).

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Step 10. Uncheck the checkbox if you would like your order to be sent to the billing address, or proceed to enter the delivery address.

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Step 11. If you are ordering a custom product, or if you have any special requests relating to your order or delivery thereof, please enter this information in the box labeled ORDER NOTES.

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Step 12. Scroll down and choose your PAYMENT METHOD. Make sure you have checked the box to accept our TERMS & CONDITIONS and then click on PLACE ORDER.

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Step 13. You have now completed your order. A confirmation email will be sent to you with your order details and payment information.

Step 14. Once payment has reflected in our account, we will begin processing your order.

If you are still unsure, please don’t hesitate to contact us, we are standing by to assist you!

Comfy Kidz accepts the following payment methods:

  • Electronic Funds Transfer (EFT)
  • Bank deposit
  • Credit Card – Secure online payments via PayFast

Lead times: Lead times differ significantly on all products. Please take the time to read through each product description (available on product page) for lead times.

In an instance where more than one item is ordered, the entire order will be delivered to you in a single parcel. So, if you order a product with a lead time of 1-5 working days, and another product with a lead time of 10-15 working days, the entire order will be then dispatched within 10-15 working days.

Delivery times: Once your order is complete and ready for dispatch, you can expect to wait between 2 and 7 working days for delivery. Please refer to the next FAQ “Shipping & Delivery”, for more information on delivery times and costs.

Main Centers: Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley.

Regional/Outlaying areas: There are just too many to mention, but as a guideline, regional/outlaying areas are usually situated +/- 45km or more, from main centers.

DOOR-TO-DOOR COURIER (MAIN CENTERS)

  • Cost: R85**
  • Tracking number provided
  • Insurance included
  • Delivered straight to your door
  • Delivery within 2-5 working days*

DOOR-TO-DOOR COURIER (REGIONAL/OUTLAYING AREAS)

  • Cost: R129**
  • Tracking number provided
  • Insurance is optional (additional costs may apply)
  • Delivered straight to your door
  • Delivery within 3-7 working days*

POST OFFICE (NATIONWIDE)

  • Cost: R50
  • Tracking number provided
  • Insurance is recommended but optional (additional costs may apply)
  • Order to be collected at your nearest South African Post Office
  • Delivery within 4-8 working days*

OVERNIGHT EXPRESS (door to door)

  • Cost: Costs for overnight express delivery varies according to your location and the size and weight of your order; kindly contact us for a quotation
  • Tracking number provided
  • Insurance is optional (additional costs may apply)
  • Delivered straight to your door
  • Delivery within 1 – 2 working days*

*Our products are sourced from suppliers nationwide, and many of our products are made to order. The above delivery information excludes production/lead times (please see detailed product descriptions for more information on lead times). Comfy Kidz will not be held responsible for delays casued through Postal and Courier Services.

**A delivery surcharge may apply for larger items.

To ensure that you receive only the best service, and that you receive your product(s) without any damages, we rely on a reputable and trusted courier company to handle your parcel. Quality checks are performed on all goods before handing them over for delivery.

Although we do our best to get your order to you on time and without any damage, some orders may not be delivered within the stipulated time frame, and product(s) may incur damage whilst in transit (this rarely happens).

Please contact us with any complaints regarding late deliveries, loss, or damage of parcels.

You saw it, you loved it, you bought it, but when you received your order, it wasn’t quite what you expected, or the item was damaged or faulty… No problem! Comfy Kidz is standing by to assist.

Unwanted Products:

Comfy Kidz will gladly exchange or refund, unwanted products, provided that:

  • your request for a refund/exchange is made (via email) within 7 days from date of delivery of purchased item(s);
  • the item(s) has not been damaged, soiled, washed, or altered in any way;
  • all labels and tags remain attached;
  • the item(s) is unused and in the same condition as it was when receiving it;
  • the item is still in its original packaging;
  • a receipt or proof of purchase must be provided to complete the return/exchange;
  • the product, is not a “non-refundable/exchangeable” item (see below)

The customer is liable for delivery costs for the return of unwanted products.

Faulty, Damaged or Defective Products:

Customers can request a refund, repair or exchange merchandise with material manufacturing faults (“Defective Merchandise“), provided that:

  • such request is submitted within 6 months from date of delivery of purchased item(s) (unless otherwise stated);
  • the item(s) has been used for its intended purpose;
  • the damage was not caused due to normal wear and tear;
  • the item(s) has not been misused, inadequately cared for, or altered in any way;
  • a receipt or proof of purchase must be provided to complete the return/exchange;
  • the product, is not a “non-refundable/exchangeable” item (see below)

Comfy Kidz is liable for delivery costs for the return of faulty, damaged or defective products.

Non-refundable/exchangeable items:

  • Custom (made to order) item(s); unless there is a manufacturing fault, in which case the item(s) will be repaired and returned to the customer.
  • Coupons/discount vouchers as well as gift cards are non-refundable nor exchangeable for cash.
  • Shop display sale item(s)

Returns procedure:

Please send your queries to info@comfykidz.co.za with the following information, so that we can assist you with your return as quickly as possible.

  • Your name
  • Date your order was placed
  • Your Order Reference Number, if available
  • Your courier waybill number, if available
  • Brief description of the problem you are experiencing

Once your returned item(s) is received and inspected, we will notify you of such.

Please note that certain goods may need to be returned to the manufacturer or supplier, in order to confirm manufacturer’s fault and to eliminate any customer- induced damage.

We will inform you of the approval or rejection of your refund within 15 working days, via email. Refund/exchanges will be processed within 7 working days from date of approval.

 

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