FAQs

FAQs

How do I know if you have received my order?

When you place an order you will receive a confirmation e-mail with your order number and confirming your ordered items. If you have any queries, please quote your order number when emailing us info@passthedutch.co.za or WhatsApp (+27 61 422 3825). We will send you another e-mail from our Courier Partner containing your tracking reference, once your order has been dispatched.


How do you send out my order?

All orders are sent in discreet packaging. Your order will arrive in a plain padded envelope or box. There are no labels on the packaging except the delivery address. There is no reference to what is contained with the envelopes or boxes. Inside there will be your order and invoices are sent via email. We may even throw in a free gift!


Can I cancel my order?

Yes you can. Please contact us via email info@passthedutch.co.za to cancel your order. You can then request credit or a refund. Refunds will require you to email info@passthedutch.co.za with your order number and bank details. Refunds can take up to 7 working days.


How do I know that you are a legitimate company? Do you have a shop, warehouse or someplace we can visit and if collections are possible?

PassTheDutch has been in this business for over 2 years and have excellent working relationships with all of our suppliers. We are an online retailer therefore we don’t normally allow any collections from our warehouse, but you can request collection although not always guaranteed, we will arrange the stock to be packed for you to collect ASAP. Provided that payment has cleared.


How long does an order take to be shipped?

Usually 2-3 days within business hours (Mon-Fri / 9am-5pm), if we do come across an issue with your order and can't get hold of you or we are heavily backlogged it can take longer. We will notify you if there are any delays.


How long will it take to receive my order?

Our warehouse is located in Randburg, Johannesburg. The courier company we use is RUSH who use multiple providers (THECOURIERGUY, COURIERIT, SKYNET, GLOBEFLIGHT, ROADTRIP, DSV & 1FETCH). Generally, orders placed by 2pm on a business day, AND paid for by credit card or Instant EFT using our Card Services PAYFAST payment options, will be processed and shipped within 2 – 3 Working Days. Orders using this payment option, but received after 2pm or on weekends, will only be processed on the next business day. Shipments in Gauteng are generally delivered within 2 – 3 Working Days after being processed. Orders to towns and cities located outside of Gauteng may be delivered within 2 – 3 Working Days. Certain remote towns are only serviced once a week, but these are very few and far between.

NOTE: Orders paid directly into our bank account by regular EFT, even if paid and cleared immediately, will only be processed once we are able to verify that the funds are in our account and this process is carried out once daily. This means that orders with this payment method will experience at least a 24-hour delay in order processing and up to three days depending upon how the payment was made and how long it takes to reflect in our account. Delivery time would then add from one to three business days on top of the payment verification delay. We, therefore, encourage all customers to make use of the PAYFAST payment system.


What are your trading hours?

Monday to Friday (9am-5pm), this includes any online order queries.


What day will my order arrive if I order over the weekend?

Your order will be processed that following Monday, provided that your payment has cleared into our account and the correct reference was used if an EFT payment was made. If you are in a local area you order should arrive within 2-3 days, if you are in an outlying area it can take 3-5 days to be delivered. Please note during very busy times these times may vary, but we will notify you if there are any delays.


Does PassTheDutch ship over international borders?

We don’t usually as the shipping costs would usually be high. You can request it and we will check with DHL how much it would cost, the customer would be responsible for the shipping costs as well as any duties that need to be paid