Covid-19

WHY IS SUPERBALIST TEMPORARILY NOT PROCESSING ORDERS OR RETURNS?

From Thursday, 26 March we’ll be joining the rest of you in a nationwide lockdown as we play our part in protecting our community and limiting the spread of Covid-19.

WHAT DOES THIS MEAN FOR ME?

- You won’t be able to check out on Superbalist.com until further notice.

- You will not be able to log any returns or any exchanges on Superbalist.com. We are extending our returns policies to allow you to return or exchange eligible items after the national lockdown has been lifted.

- We will reach out directly to customers with pre-existing orders or returns and keep them informed of the next steps.

- Our contact centre cannot take calls, but is available. You can reach us via our Contact Us form and we’ll get back to you in 72 hours.

- Any money in your Superbalist Wallet will be safe until we’re open for shopping again.

WHAT DO I DO IN THE MEANTIME?

With 35 000 + items, we’re sure you haven’t seen everything yet. Get browsing, Wishlist your favourites + we’ll notify you as soon as we’re back in action.

Get involved in our social community to stay connected and up to date with all things Superbalist.

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FAQs

Why is Superbalist not operating during lockdown?

From Thursday, 26 March we’ll be joining you in a nationwide lockdown as we play our part in protecting our community and limiting the spread of Covid-19. In response to the government’s control and prevention measures, we won’t be processing orders and returns until further notice.

What is happening with my delivery now that the country is going into lockdown?

We are aware that there is a lot of uncertainty regarding your delivery following the Presidential address + scheduled lockdown. Our delivery partners are working tirelessly to get everything delivered by the end of Thursday 26 March 2020. The most up to date tracking information for your order will be available here.

Unfortunately, it’s unlikely that we’ll manage to deliver every order. We will work closely with our partners and contact affected customers directly regarding any changes or cancellations.

What is happening with my Click + Collect order now that the country is going into lockdown?

If you order has arrived at a Takealot Pickup Point, you have until Thursday 26 March to collect it. All orders not collected before the lockdown will be cancelled and you’ll be issued with a refund. We’ll contact all affected customers to keep them updated on the status of their order.

What is happening with my return and refund now that the country is going into lockdown?

Our delivery partners are working tirelessly to get returns collected and delivered back to the warehouse in time for the lockdown. If your return is collected in time we’ll communicate with you once it has been inspected and refunded. Unfortunately we won’t be able to fulfil exchanges and will convert them to a refund.

If our couriers don’t manage to collect in time, we’ll cancel your return so that you can re-log it after the lockdown has been lifted. Don’t worry! We’re extending the returns policies so that you can log the return at a later date.

Can I still log returns or exchanges in lockdown?

In order to play our part in protecting our community and limiting the spread of COVID-19, we will not process any exchanges or returns during the lockdown. We are going to extend all our returns policies by 21 days so that you can still log a return or exchange once the lockdown has been lifted. If you had 5 days left on your policy, as of 27 March, then you will have 5 days to log your return when we’re back online.

Can I still drop my return off at a Takealot Pickup Point?

No. From Friday 27 March all Takealot Pickup Points will be closed for the duration of the lockdown. If you had a return that you didn’t manage to drop off in time, it will be cancelled. But don’t worry - you can re-log your return when the lockdown has been lifted as we’re extending all returns policies to accommodate this.

Will your Customer Service still operate during the lockdown? How can I reach them?

Our Customer Service team will be operational during the lockdown - but from home. Our phone lines have therefore been temporarily deactivated. Customers in need of assistance are encouraged to contact us via our contact us form and we’ll do our best to resolve any issues or questions within 72 hours.

I have money in my Superbalist wallet. Will I be able to spend it after the lockdown?

Definitely, the money is safe for you to spend on Superbalist once we’re open for shopping after the lockdown has been lifted.

Why can I not continue to shop now and only have my order delivered after the national lockdown has been lifted?

While we’d love for you to continue to shop on Superbalist, we’ve decided to temporarily pause orders and deliveries for the following reasons:

We don’t want to promote non-essential purchases during these novel times

We won’t be able to reverse or cancel orders during the lockdown

We won’t be able to give you an accurate estimate of when you would get the items you paid for

In the meantime, we encourage you to get browsing, Wishlist your favourites + we’ll notify you as soon as we’re back in action.

What happens if my item needs to be returned before 17 April to be eligible for a refund? / Will I still be able to return my item after the lockdown even though it’s over the 30 day return policy period?

Yes, we are going to extend all our returns policies by 21 days so that you can still log a return or exchange once the lockdown has been lifted. If you had 5 days left on your policy, as of 27 March, then you will have 5 days to log your return when we’re back online.

Will items added to my Wishlist still be available to order once the lockdown has been lifted?

Yes! As long as you come back once we have opened shop again and someone else hasn’t purchased them.

Will items added to my cart still be in my cart to checkout once the lockdown has been lifted?

Items are reserved in your cart for 30 minutes after which they become available for other customers to add to their cart. We won’t be able to reserve items in your cart for the full lockdown period. Our suggestion is to save the things you love to your Wishlist. When we’re back up and running you can add them to cart and checkout.

When will Superbalist be open again for orders and deliveries?

As soon as the lockdown is lifted, we’ll open up the site for new orders.

For more information regarding COVID-19, visit the Department of Health’s information page.