Frequently asked questions

FAQS

Our delivery & collection options and what they cost

Delivery options are determined based on two things:

1) If your order falls under R1500 we charge a set delivery of R120

2) If your order is over the price of R1500, delivery is free for the customer and we’ll pick up the bill.

Standard

Delivery takes between 1-4 working days, between 8:00am-5:00pm.

Next Day

Next Day delivery allows you to request delivery of your purchase for the next business day. (Saturdays are not considered a business day.) A special fee will levied dependent on your location in South Africa.

Same Day

Same Day delivery is available dependent on your location in South Africa and the time in which your order is processed. A special fee will be levied dependent on the above factors.

*Please note – only if products are marked ‘in stock’ or with 1-3 working day delivery time, will expedited delivery options be applicable. 

*ascnd reserves the right to amend delivery costs at any time. All changes will be disclosed here.

 

What payment methods / options are available?

Our payment options are vast and include the following:

  • Credit card: VISA & Mastercard
  • EFT through Payfast or i-Pay
  • Manual EFT

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions

How do I return (refund/exchange) an item?

  1. Log your exchange/refund request on the website

Login to your ascnd account on the website or app and initiate the exchange or return process by completing the online request form and selecting a collection date.

 

  1. Prepare the return parcel

Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit.

 

  1. Courier collection

Our couriers will send you an SMS reminder the morning of your selected collection date.

 

  1. Drop-Off Returns

Drop off for returns can be done as long as a return has been logged on the ascnd site and you have selected a  Drop-Off Point. 

 

Please see our Returns Policy here for a step by step explanation.

Can I collect my order myself?

We currently do not offer this service however use the contact form to make a special request and we’ll do our best to execute it. 

What are your hours of operation?

Our website never closes – you are free to purchase 24 hours a day, 365 days a year.

Our Client Concierge team are available telephonically at the following times:

Monday-Friday: 8:00am-16:00pm

Saturday: Closed

Sunday: Closed

Public Holidays*: Closed

Where is my order? How can I track the status of my order?

We’ll email you whenever the status of your order changes.

You can also track your order at any time by navigating to My Orders (under the My Account section of our website).

Here you’ll see a history of your purchases, estimated shipping times and the current status of pending orders.

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