Welcome to our Support Hub! Please have a quick look through the sections here to see if we have already answered your question.
You can jump to a relevant section by using the menu. For example, if you have a query about receiving your order, select “SHIPPING” and the page will jump down to the Shipping section for you to read common questions and answers.
If you still can’t find what you’re looking for, you can also chat to us via email, whatsapp or FB messenger by clicking on the Help Desk (question mark icon) on the bottom right of the screen and choosing your preferred way to chat.
QUICK LINKS TO OUR POLICIES
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.
We are an online-only shop. Not paying for a retail space is one of the ways we manage to keep our prices so low! We run the online shop from our farmstead in the Overberg region of the Western Cape.
You can read more about our area and its history HERE.
If you’re interested in our off grid journey and the development of The Mystic Cat Farmstead, check out the eco blog 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 for anyone to purchase until we receive a confirmed order.
If you are unhappy with your purchase or it is damaged, please let us know as soon as possible by emailing firstname.lastname@example.org or sending us a whatsapp on 060 507 1652.
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 email@example.com and we will do our best to source it for you.
We currently do not offer wholesale, bulk or reseller discounts as our prices are already very low compared to industry standards.
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.
If you have placed an order but haven’t paid for it yet, and you need to change it, contact us on firstname.lastname@example.org or sending us a whatsapp on 060 507 1652 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 email@example.com or whatsapp us on 060 507 1652 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 firstname.lastname@example.org or sending us a whatsapp on 060 507 1652. 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 email@example.com or send us a whatsapp on 060 507 1652 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 currently do not offer wholesale, bulk or reseller discounts as our prices are already very low compared to industry standards.
We accept Instant EFT, credit cards, cheque cards and debit card payments through PayFast. Using PayFast usually means instant payment.
You can also pay us through Direct Bank Transfer (EFT) whereby we send you the invoice and you manually make payment into our account.
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.
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.
As soon as you’ve made payment, send the proof of payment to firstname.lastname@example.org and we will then reserve your items.
- Until we receive your proof of payment, your items are not reserved.
- Only once your payment has cleared and is reflecting in our bank account will we begin processing your order. We’ll let you know as soon as processing begins!
Yes, you can do this if you prefer. Just select the Pay by EFT option (not the PayFast option) when you check out. You’ll receive an invoice with our banking details which you can take to your bank to do the deposit.
Please make sure to include the cash deposit fee (ask the teller for assistance if needed) – we will only process orders when full payment is received.
Once you have placed your order and we have received payment (or proof of payment in the case of an EFT), you will receive an email from us to let you know your order has been moved to processing.
This means your items are now reserved, and your order has been added to the queue to get printed, packed, checked, wrapped and shipping paperwork completed. This process usually takes 2-3 business days.
If there are any stock issues with your order, we will be in touch during this time to sort that out with you. Otherwise, you will next hear from us when your item ships.
We offer a door to door courier option, the SA postal service option, and a collection by arrangement option from our farmstead in Suurbraak or a meeting point in Swellendam (please note that this is dependent on our availability).
Courier costs R80.
If you order more than R500, we courier to you for free!
South African postal service costs R60.
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 fully compostable packaging products, such as recycled shredded paper as cushioning, strong cardboard boxes, newsprint and paper tape.
After receiving payment, we process and pack your order. We usually ship orders within 2-3 business days of receiving payment. This can be affected by busy periods.
Once your order has been packed and shipped, we’ll let you know and provide you with a tracking number.
Please read our full Shipping Policy HERE.
This depends on:
- Which payment method you choose
- Which shipping method you choose
- Weekends & public holidays
- Whether you stay in an outlying area or close to main centres.
We usually ship your order within 2-3 business days of receiving payment. This can be affected by very busy periods.
If you paid by credit card, debit card or instant EFT: we should receive payment almost instantly.
If you pay by EFT manually: it can take 2-3 days for payment to clear into our account (longer if payment is done on a weekend or public holiday).
If you courier your item: we use an overnight service, but it can take 2-3 days from shipment to you receiving your parcel. If you live far from a city centre, or in a rural area, expect an extra day or two for the courier to reach you.
If you post your item: we have very little control over your package once it’s with the post office. Our customers usually receive their order within a week, but it can sometimes get delayed and take much longer. We do provide you with a tracking number so that you can check in with your post office on your parcel’s progress.
Public Holidays / Weekends: We are closed on these days. You can place your order and your items will be reserved (if we receive payment), but processing will only begin on the next business day.
Absolutely. You will be notified once your parcel has left the Mystic Cat and provided with a tracking number to use with the courier. Track your courier parcel here:
For SA Postal Service, we send parcels as registered mail so you will also receive a tracking number for this shipping option.
PLEASE NOTE: We do NOT offer refunds if your order is taking longer than expected to arrive.
If you selected Courier as your shipping choice: Get in touch with The Courier Guy if you feel your delivery is taking too long.
- You can use their online tracking portal to see where your order currently is, by filling in your tracking number: https://thecourierguy.pperfect.com/
- You can contact their head office or your nearest branch by email or telephone. This information is available on their website here: https://www.thecourierguy.co.za/contact/
If you selected Postal Service as your shipping choice: Please bear in mind that the South African postal service delivery times vary wildly. While on average, parcels arrive within a week or two, it can sometimes take up to 4 weeks. Unfortunately we are unable to assist once the parcel is handed over to the post office. We have had parcels which have been extremely delayed, but we have yet to have one of our registered parcels not arrive at all.
- Your best option is to visit your local post office and ask the person at the counter to trace your parcel using the tracking number we sent you.
- You can try their online tracking portal to see where your order currently is (note this page doesn’t always work): https://www.postoffice.co.za/Tools/tracktrace.html
Please let us know if you do experience any issues so that we are aware, and we will try assist as much as we can!
Look right at the top of our website on any page and you will see the top bar. On the right hand side are our social links, My Account and Support Hub. Click on My Account. This will take you to the page where you can either log into your existing account or create an account with us.
You do not have to create an account with us to shop with us, you are more than welcome to check out as a guest.
Creating an account does give you some benefits however – once you’re logged in, you can save items to your wishlist that you can see again the next time you visit our website. You can also check the status of your current order/s, see all the details of your past orders, save and edit shipping addresses to speed up your check out experience, edit your account details and change your password.
No problem – just go to My Account and you’ll see “Lost your password?” underneath the login block. Click this link and you’ll be taken through the steps of resetting it. If your email address has changed since your last login or you aren’t able to finish changing your password for what ever reason, give us a shout and we’ll assist.
WHAT OUR CUSTOMERS SAY
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