Frequently Asked Questions

Register, Login and Security

What do I need to shop online?

Not much at all. Like everything at RUS eCom SA, we’ve kept things really simple:

• You need to be 18 years or older and have a valid email address.

Please get in touch if you have any problems or questions by contacting us at info@rusecomsa.com

Is online shopping safe?

At RUS eCom SA, we take security very seriously, in our stores and especially online. Rest assured that we’ve taken every precaution, using the latest security technology to ensure your personal details are safe and secure with us. All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we partner with a leading South African payment processor. We also insist that all credit card payments use 3D Secure processes (such as MasterCard’s SecureCode and Verified by Visa) so you will be prompted for a one-time PIN when purchasing to prevent you from fraudulent transactions. In short, this means that we’ve done everything we can to ensure that your details are always safe and secure.

What are the requirements for a password?

RUS eCom SA attempts to make your online shopping experience as secure as possible. Passwords must contain characters from all three of the following categories:

• English upper case characters (A – Z);
• English lower case characters (a – z); and
• Base 10 digits (0 – 9).

Please note that the password can contain any of the following punctuation or special characters: !@$%&*

Passwords must consist of at least 8 characters. Passwords containing 13 or more characters are often stronger.

Passwords must not contain the user’s account name or parts of the user’s full name.

I’ve registered online, but can’t remember my password.

To keep things simple, we never change your password without you requesting it. If you have forgotten it for whatever reason, simply click the “Forgot your password?” link on the Welcome page and we’ll get you back up and running right away.

How do I reset my password?

There is a “Forgot Your Password” link on the login page. You will be prompted to enter an email address to send a password reset email which will allow you to reset your password. Please make sure that you enter the email address you registered with. If your email address has changed, please contact us at info@rusecomsa.com so that we can keep our records up to date.

Will my password expire?

Nope, your password will never expire, but can be changed at any time as we’ve explained above.

Can you guarantee stock?

As we are competitively priced and our stock sells on demand, we cannot guarantee stock. However we will try our best to source the items for you. We will be in contact with you should we encounter any problems with stock.

Orders

How do I complete my order?

Once you have everything you need, click on your shopping bag (the icon top right of the screen), you will be able to proceed to checkout and then pay with one of the secure payment methods. We will process your order as soon as a successful payment is received. If you have paid, but did not get to the order confirmation page or did not receive an email acknowledging your purchase, please contact us at info@rusecomsa.com

What if I don’t check out my items?

The products you have added to your trolley will remain there until you either remove them, or they are automatically removed if they are no longer available for online shopping. Prices may change over time, especially as products can go on and off promotion. Be sure that the price that is in your checkout bag is the best price available at RUS eCom SA at that point in time.

Can I split the delivery?

No, you can’t. However, sometimes, orders will be automatically split based on the available warehouse fulfillment method per item. No extra shipping fee will be paid by the customer though.

How do I remove something from my cart?

To the left of each item in your cart, there is a red delete button which will remove the item from your trolley. You are also able to reduce and update your item quantity.

Can I order from another country?

Yes, but we can only deliver to addresses within the borders of South Africa. No deliveries are possible to other SADC countries (Namibia, Lesotho, Swaziland, Botswana, Zimbabwe or Mozambique)

Will you wrap gifts?

We do not gift wrap online purchases.

How do I change my delivery address?

Once you are logged into online shopping, you can access My Account, navigate to My Details and My Delivery Address. You will have the ability to edit, add or delete any delivery addresses. You can also change your address at the checkout stage.

How will I know if my order was successfully placed?

You will receive confirmation of your order via email.

Can I cancel/change my product order?

If you’ve received your order confirmation but not yet paid for your order, then no need to worry. Once your order is paid for, it is promptly processed and cannot be cancelled.

Can I make changes to my order after I’ve placed it?

It’s not possible to add or remove items from an order once you’ve received your payment confirmation email. If you’d like to buy additional items you can place a new order.

Why haven’t I received my payment confirmation email?

You’ll receive your payment confirmation email once we’ve received payment. If you haven’t received it yet you can check your order history under your account profile to make sure your payment has been processed successfully.

Payment

What forms of payment do you accept online?

At this stage we accept:

• Ozow instant EFT service where you can pay with a Debit card, Credit Card, or do EFT payments.
• Electronic Funds Transfer from South African banks. Note that we will only start processing your order once payment has been cleared.
• No COD Orders.

How much time do you allow to make an EFT payment?

We allow 24 hours for you to conclude an EFT payment. Should the payment not be made in this timeframe, the order will be cancelled.

Can I pay portions of my order with a combination of a Credit Card and EFT?

Unfortunately at this stage we do not split any transactions for online purchases. If you attempt to pay with one method and have insufficient funds, you will be taken back to the Collection/Delivery confirmation page, where you may re-attempt with a different payment method, or go back one step and remove items from your cart.

Shipping

What shipping methods are available?

We have partnered with top courier companies, thus exclusively providing door-to-door deliveries within South Africa. It is crucial for you to provide us with your correct delivery address and contact number.

Where do you deliver to?

We only deliver within the borders of South Africa, and there may be additional charges for deliveries to outlying areas.

Can I choose to collect instead of accepting delivery?

Regrettably, there is no option for collection. All items sold on our website are online exclusives and cannot be collected – they are only available for delivery directly to you.

When can I expect my delivery?

The estimated time of delivery is within 4-7 working days once the payment has been confirmed (excluding weekends and public holidays). Remote and outlying areas deliver times 5-9 working days. We will communicate with you should there be a delay. Deliveries will only be made to the designated delivery address between 8am and 5pm Mondays to Fridays. No deliveries will be made on weekends and public holidays.

Please allow 3 business days for order processing before shipping. This stage is vital for order picking, packing, and quality inspection before shipping.

You’ll receive an email confirmation once your order has shipped. Feel free to email us to check on your order status. We’re happy to help.

What if my purchase is too big and cannot fit through the door or entrance?

Our delivery service is not authorized to modify or tamper with your purchase or residence under any circumstances. Please note that RUS eCom SA will not be liable for any damages if you have instructed the delivery company to modify, tamper or force the purchase through your entrance.

Can I change my delivery address after I have ordered?

It’s not possible to change your delivery address after confirming your order, so please double-check that your address details are correct at checkout.

Do you offer free shipping?

Yes, we do! We offer free shipping on all orders placed from our website.

What will be the delivery cost for items purchased online?

We offer free shipping on all orders placed from our website.

I was not available to accept your delivery. How do I get my delivery now?

Please contact the courier directly to make arrangements for an alternative delivery option. RUS eCom SA reserves the right to charge you an additional delivery fee if an alternate date and time is required or if the courier has already returned the package to our warehouse.

Returns

How do I log a return?

First ensure that your order is covered by our returns policy and if so, you can then log a return through the contact us page with your order number. Please note that only the customer who purchased the item is able to log a return.

Can I return my product?

We only process returns that are covered by our returns policy.

Any Question?

I still have some few questions
If we still haven’t answered your question, you can contact us through our contact page and we will get back to you as soon as possible.