SUPPORT HUB

We are an online shop, which means you can shop and place orders and make payment any time of day or night, any time of year. However, your orders and/or any queries will only be responded to during our business hours.

Our business hours are Monday to Friday, 9am to 5pm. We do not work on weekends or public holidays. We may also close over certain times of the year for a few days. If we are closed for these holidays we’ll post a notice on the website to let you know. Your orders and queries will be attended to as soon as possible once we are back.

You can pay us for your order either through Direct Bank Transfer (EFT) or by utilizing the PayFast Payment gateway.

We accept Instant EFT, credit cards, cheque cards and debit card payments, Masterpass, and even Bitcoin.

When you go through checkout, you can select which way you would prefer to pay.

PayFast is a South African based payment gateway who enables easy, secure and instant payment transfers between online buyers and sellers.
You are not charged a fee by PayFast to use any of the payment options.

PayFast utilizes PCI DSS Level 1 Service Provider – the highest security level possible. You can read more about their security measures and fraud prevention HERE. You will need to activate your card for 3D secure with your bank, if you have not done so already – the above link provides information on this as well.

Payment options available include: Instant EFT, credit cards, cheque cards and debit card payments, Masterpass, and even Bitcoin.

If you would prefer to pay us via EFT, select this option during the checkout process. You will be provided with our banking details. You will then need to log into your bank account and make payment.

Note that Direct Bank Transfers/EFTs can take up to 3 business days to reflect, and your order will not be processed until the funds have cleared in our account. We’ll let you know as soon as your payment reaches our account.

Placing an order with us is easy. Just browse our online shop and when you find something you want, click on it and you will see a more detailed description. Click “Add to Shopping Cart” to add the product to your order.

You can also buy more than one of a product if there is sufficient stock by increasing the amount on the product page before clicking “Add to Shopping Cart”.

Continue browsing and adding products until you have finished adding everything that you want. You can now click on your cart and “Checkout”. This will take you through the process of entering your shipping details and making payment.

You can edit your cart at any time before checking out by clicking on “View Cart”. You can remove products you’ve added, or change the product quantities here.

Waiting til payday? You can save your favourite items to your own personal wishlist. 

Register an account with us and when you visit again simply log in to see your list. (We won’t use your details to spam you, ever – or give them out.)

Add products to your wishlist by clicking the heart icon that appears when you hover over a product image.

Edit or view your wishlist by clicking on the heart next to the shopping cart in the menu header.

To order any or all of the products in your wishlist, go to the wishlist as above, and from there you can click to select which products you’d like to add to your cart.

Note that unfortunately placing an item in a wishlist does not reserve the product for you. The product remains available until we receive a confirmed order.

If you have placed an order but haven’t paid for it yet, and you need to change it, contact us on info@themysticcat.com with the changes to be made and we will update your order accordingly and send you a new invoice for payment. Alternatively cancel your order and start again.

If you have already made payment, please contact us on info@themysticcat.com as soon as possible and we will try to assist.

Orders that have already been packed and collected for shipping cannot be changed.

If you have placed an order but haven’t paid for it yet, you can cancel it by emailing us at info@themysticcat.com. If you have registered with us, you can simply log into your account and cancel your order immediately from there.

If you have already paid for your order, please email us at info@themysticcat.com as soon as you can! We will only be able to assist if your order has not yet shipped. Orders that have already been packed and collected for shipping cannot be cancelled.

If you would like to be refunded the full amount of your purchase: Please provide us with your banking details to effect payment into. Once the funds have cleared into our account (this can take up to 3 business days), we will action a refund into the bank account details provided by you within 2 business days.

If you would like to be credited / use the amount to place a new order either immediately or at a later date, let us know in the email and we will send you a voucher which you can apply during checkout at any time.

We ship parcels throughout South Africa. We do not ship internationally.

We pack each order as carefully as possible so as to ensure safe arrival at its new home. We strive to be an eco-friendly business, and therefore we do not use traditional plastic packaging products like bubblewrap. Instead we make use of recycled shredded paper as cushioning, strong cardboard boxes or tubes, and individually wrap each piece in newsprint.

We process and pack orders within 2-3 business days of receiving payment.

We offer a door to door courier option, the SA postal service option, and a collection by arrangement option (for Cape Town only).

Please read our full Shipping Policy HERE.

Absolutely. You will be notified once your parcel has left the Mystic Cat and provided with a tracking number to use with the courier.

For SA Postal Service, we send parcels as registered mail so you will also receive a tracking number for this shipping option.

If you are unhappy with your purchase or it is damaged, please let us know as soon as possible by emailing info@themysticcat.com.

We allow returns within 7 days of you receiving your parcel.

Please read our full Returns Policy HERE.

If you can’t find a specific item you are looking for, you are more than welcome to email us at info@themysticcat.com and we will do our best to source it for you.

We currently do not offer wholesale, bulk or reseller discounts.

Please read our full Terms & Conditions HERE.

Please read our full Privacy Policy HERE.