QUESTIONS


Q: HOW DO I PLACE AN ORDER ONLINE?

You can navigate to the BUY NOW tab on our website or choose from the 3 categories on our main page which is Ladies, Gents or Kids.  After choosing your product, the size and the colour, click on ADD TO CART. Click on the basket at the top of the page and fill the form with your delivery address and contact details. CONTINUE TO CHECKOUT.  Choose your payment option and proceed.  Your order is now placed.  If you chose EFT MANUAL PAYMENT as option, send your proof of payment to info@fraaileather.co.za.  The product will only be shipped after the amount has cleared into our account.  This is for safety's sake in case a payment bounces or to prevent any fraudulent transactions.

Q: HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

On successful completion at checkout both FRAAI LEATHER and you will receive a confirmation email.  Once your order is approved you must ensure we receive confirmation of payment (if you chose EFT as payment option) at your earliest convenience. FRAAI LEATHER cannot be held responsible for delays caused due to non-payment confirmation. If you have chosen the "Payfast" option your order will be processed and payment will be allocated automatically.

Q: IS MY PERSONAL INFORMATION KEPT PRIVATE?

Absolutely. Your personal information is kept confidential at all times and are only used in the processing of your order. FRAAI LEATHER does not save or store any of your credit card details at any time.

Q: CAN I ORDER VIA EMAIL / PHONE?

You are more than welcome to send us an email, but prefer to have it processed online to eliminate any confusion when it comes to size, colour, etc.

 Q: HOW DO I CARE FOR MY SHOES?

Spot clean with a damp cloth or wet wipe. If washing is needed, hand wash in cold water with a mild detergent. Shape correctly and dry in the shade. Initially your shoes might still be stiff but will soften over time as you wear them.

Q: WHICH COURIER COMPANY DOES FRAAI LEATHER USE?

The Courier Guy

Q: DO WE DELIVER TO A POST OFFICE OR POSTNET?

Yes we can arrange for deliveries at your local post office or postnet. Especially for our overseas customers.

Q: HOW LONG DOES IT TAKE FROM PLACING MY ORDER TO BE DELIVERED?

Orders can take  between 2 to 6 weeks after payment is received. Stock is based on daily sales. Please note all our products is hand crafted

Q: WHAT PAYMENT METHODS DO WE ACCEPT?

We accept most Visa & Mastercard payments as well as EFT payments or direct bank deposits. Please note that EFT and bank deposit orders are only processed once we receive confirmation of payment (via email ) AND the amount has cleared into our specified bank account.  No order can be processed if the funds haven't cleared.

Q: WHERE DO WE SHIP TO?

We do both national and global shipments.

Q: CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

You may change your delivery address after placing your order by getting in touch with us. However we are unable to make any changes to your order once it has been dispatched.  If it does happen that your delivery address needs to be changed after it has been dispatched, you can contact the courier company directly to make special arrangements.

Q: CAN I TRACK MY ORDER?

You will receive a Tracking Code as soon as your order has been fulfilled and dispatched with all the courier instructions and contact details provided in the confirmation email.

Q: WHAT IS OUR RETURN / EXCHANGE POLICY?

If you bought your shoes from our website and wish to exchange them, we will be happy to exchange.  If you bought your FRAAI LEATHER shoes from a retailer / agent or vendor, please contact the appropriate company for assistance.

Q: HOW DO I EXCHANGE?

We will accept any exchanges on item(s) provided the item is returned new (unworn). Returns that are not in the original state will be returned to the customer and no exchange or refund will be provided. The customer will be responsible for the courier costs to us and back again. Courier charges will be billed to the client and should be paid before the pickup can be done by The Courier Guy.  Courier costs is R200 for the pickup and delivery again. If you wish to use your own shipment company you may do so.

Q: WHAT IF MY ITEMS ARE DAMAGED?

Where possible, items will be repaired or replaced for the same product in the same size and colours, subject to availability. Any items that are deemed subject to fair wear and tear will not be accepted as faulty.  If the damaged item is due to a factory fault, we will repair / replace the item in the same size and style (subject to availability) at no additional costs.

Q: HOW DO I RETURN OR EXCHANGE?

If you need to exchange an item, please send us an email to info@fraaileather.co.za and provide us with images if the shoes are faulty. If the item(s) is a factory fault we will pay for all the transport costs, but if it is anything other than a factory fault, the client is responsibile for all the costs in regards to a replacement. In returning the item(s) please insert a note with the shoes in order for us to process it correctly. The information on the note should include your name, surname, order number, cellphone number and reason for the return.

Q: DOES FRAAI LEATHER DO REFUNDS ON ORDERS?

As much as we want to, we unfortunately can't do any refunds on any orders.  As orders are placed certain bank charges are already deducted on placement of orders.  We will gladly replace an order on the terms mentioned above, though.