Please click below on the link that most closely matches your question, or alternatively scroll down to read all the questions. If your question is not listed, please email orders@capeoriginals.com.

• Who is Cape Originals and why is my order not placed with AVOOVA directly?
• Can I pay by credit card?
• How is my order packed?
• Can you deliver to an address different to my home?
• Can I send orders to more than one delivery address?
• How quickly do you despatch items after I have placed an order?
• What are your delivery charges in SA?
• What are your delivery charges outside of SA?
• Will I have to pay any Import Duty if I am purchasing from abroad?
• How will my order be delivered?
• Can I specify a day for delivery?
• Can I track my order?
• When should I expect to receive my order?
• Can I order from AVOOVA and collect from a Stockist?
• Can someone else sign for my delivery?
• What if I am out when you deliver?
• Can you leave the delivery at an agreed hiding place?

Who is Cape Originals and why is my order not placed with AVOOVA directly?
AVOOVA - the brand name and the products - is owned, produced and marketed by Cape Originals. It is the same company.
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Can I pay by credit card if I am using a credit card?
We are in the process of setting up a secure payment gateway which will encrypt credit card information making credit card payments possible for South Africans. However, for international shoppers on-line credit card payments would not be possible but alternative arrangements can be made if you contact us at orders@capeoriginals.com.
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How is my order packed?
Your order will be packed in standard protective packaging (not gift wrapped), which will normally include a cardboard outer and polystyrene filling or airothene wrapping.
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Can you deliver to an address different to my home?
Yes, if it is more convenient for you, we can deliver to your work or another address. In your shopping bag you can choose the address to which the product will be delivered.
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Can I send orders to more than one delivery address?
Yes, but you will have to pay a delivery charge for every additional delivery address.
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How quickly do you despatch items after I have placed an order?
Once payment has cleared with the bank, all orders are usually despatched from the warehouse within 2 working days, to arrive with most SA customers within 5 working days (please allow up to 10 working days at busier periods such as Christmas).
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What are your delivery charges?
Packing and delivery is free of charge for South African customers, delivered Monday to Friday between 7am - 5:00pm only. Please allow 5 working days for your delivery from payment receipt (allow maximum 3 working days for payment clearance if payment not from Absa bank account).
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What are your delivery charges outside of the Republic?
Delivery charges outside of South Africa vary according to the weight of the product, the destination and speed of delivery. We will contact you to advise additional costs when confirming receipt of your order. You will have the option to proceed with the order or cancel should you consider the delivery charges too high.
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Will I have to pay any Import Duty if I am purchasing from abroad?
We are unable to accept responsibility for customs and handling charges levied by authorities in the country of destination. VAT at 14% will be deducted on orders delivered to addresses outside South Africa.
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How will my order be delivered?
All parcels are dispatched by registered mail or our contracted courier service, who deliver between 7:00am to 5:00pm, Monday to Friday.

For your security the courier or Post Office will require a signature upon delivery. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event that no one is available to sign, the courier will leave a card for you explaining the next steps. Unfortunately we are unable to change the delivery address once the order has been processed.

We cannot accept responsibility for parcels that the courier has been unable to deliver, nor parcels which have been left without a signature at your request. We always recommend that you provide us with a business address for deliveries, as there is likely to be someone who can sign on your behalf. Delivery to PO BOX addresses are not currently available.
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Can I specify a day for delivery?
Unfortunately we cannot specify an exact delivery date but we do advise that you e-mail orders@capeoriginals.com if your order is urgent, so we can try and speed up the process wherever possible.
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Can I track my order?
Registering an account on the AVOOVA website enables you to view your order status online and obtain the information to track your delivery. You can do this anytime by logging in to your AVOOVA account. The courier provides a fully traceable delivery service. When an order is dispatched you will receive an e-mail confirmation that includes an order tracking code.
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When should I expect to receive my order?
You should receive your order within seven working days from the date when your payment has cleared with our Bank. There are certain exceptions to this timescale where delivery might take longer i.e. remote locations. Deliveries to these areas may take up to 14 days.
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Can I order from AVOOVA and collect from a Stockist?
Currently it is not possible for you to order from the website and pick up from your nearest store.
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Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods but we will not be held responsible should you then advise that you have not received the goods.
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What if I am out when you deliver?
The delivery driver may try to leave your parcel with a neighbour. If they cannot do this, they will return the parcel to the delivery depot. They will leave you a card confirming that they have tried to deliver your parcel. This card will explain where the parcel is and what to do next.
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Can you leave the delivery at an agreed hiding place?
Unfortunately we are unable to take any special delivery instructions.
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What if my order hasn't arrived?
First of all, view your order online. If your order has been despatched and has not arrived within the expected time period, please email us at orders@capeoriginals.com.
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What if only part of my order has arrived?
Please check your despatch note because it may be that one of your items is being shipped separately. If there is an unexpected delay, you will be contacted by someone from our team.

If, however, your despatch note indicates that all items have been despatched and/or your item did not arrive within our stated lead times, please contact us at orders@capeoriginals.com.

Please note lead times are only an approximation, as we are unable to guarantee a delivery time at the point of order.

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What if my order arrives damaged?
Please click here to see our returns policy.
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