Frequently Asked Questions

Is there a minimum order amount?

There is no minimum order amount.

I am nervous about shopping with my credit card online. How safe is it?

There is no need to be concerned about using your credit card online. It is very safe. The merchants we use are Payfast, MobiCred, Peach Payments and Yoco. 

Credit card transactions will be acquired for Impilo Santé Pty Ltd via the merchants who uses the strictest forms of encryption.  Customer details will be stored by Impilo Santé Pty Ltd separately from card details which are entered by the customer on the merchant’s secure payment terminals. For more detail visit the PayFastMobicredPeach Payments and Yoco websites.

All your details entered on the payment page are encrypted and cannot be seen by anyone. Credit card details are completely confidential and safe. 

For more details, refer to our Payment Options Policy.

Is there any other way to make payment besides using a credit card?

The easiest and most efficient way is to pay with your credit card as your payment will reflect in our account immediately and we can process your order instantly. However, we also have an internet banking option available. This means you can pay via EFT and email proof of payment to info@colostrum-health.co.za

The only drawback is that we have to wait until the payment reflects and, depending on who you bank with, this can take up to 3 days and only then we will be able to fill the order.

Should you require or want to verify our banking details to pay via EFT, please email your request and one of our consultants will email you our bank account confirmation letter.

How does the Buy Now, Pay Later option work?

Yes, we offer Buy Now, Pay Later by mobicred.

mobicred is an online account that gives buyers access to credit. The facility works in a similar fashion to retail store credit: only online. mobicred charges interest rates comparable to those of credit card providers and only levies monthly fees while the account is used (unlike most credit cards).

Existing mobicred customers can go ahead and purchase from us. At checkout you will be redirected to Payfasts website who will process the mobicred payment.

If you are planning to purchase using mobicred please ensure that your account is approved before making the purchase.

For more information about Mobicred, kindly see their website or contact them at 086 206 0810.

Do you deliver anywhere in South Africa?

Yes. We deliver almost anywhere in South Africa using various courier companies.

Delivery is straight to your door and is trackable, safe and efficient.

A list of areas and corresponding delivery prices is available upon checkout.  Also refer to our Shipping Policy for courier rates.

 

Do you deliver to other countries outside of South Africa?

At the present time we use SA Post Office for International Airfreight postage, alternatively courier rates can be requested.

 
What is the delivery cost?

The cost of shipping within the borders of South Africa is determined as follows:

  • If the value of the products in the order is more than R650 there is no shipping charge (free) to main city centres and regional areas.
  • If the value of the products in the order is less than R650 the relevant shipping cost will attract a flat rate delivery charge.  Refer to the below table of courier rates.
  • Please contact us if you stay in a remote township or outlaying area.  This delivery will attract an additional delivery fee and payment of this fee is required prior to delivery taking place. Refer to the below table of courier rates.
  • In the event of your parcel requiring a dedicated special trip to deliver the shipment, additional charges may be levied. Examples of special delivery areas include: Mines, Power Stations, Plots/Farms, Military Bases, Game Lodges, Ports/Harbours, Embassies and Consulates. In this instance, please contact us.

Refer to our Shipping Policy for more details regarding courier rates.

When is your Online Store open?

Our online shop is available 24/7, but we process orders and answer queries from Monday to Friday, 09h00 to 17h00, excluding weekends and public holidays.

If you are shopping in the middle of the night, your order will be processed the very next morning. Once we receive payment we dispatch your order within 24 hours. In the rare instance where we happen to be out of stock we will contact you immediately.

If you have an urgent query, please drop us a Whatsapp message on:  +27 79 552 7382 and one of our consultants will attend to your request.

How do my purchases get delivered?

Our chosen courier company will deliver your order to your preferred address.

Deliveries take place from Monday to Friday between 9am and 5pm. There are no deliveries during weekends and Public Holidays.

If you are going to be at work during this time, we will happily deliver to your work address, just remember to select that as your delivery address. If there is no one home when delivery takes place the courier company will phone you to make alternative arrangements.

Do I have to personally receive my order?

No, whoever is at the selected delivery address can sign for your order and receive it on your behalf.

 
How long does delivery take?

Delivery of orders to main city centres and some regional areas will take approximately 2–4 working days. Delivery to outlying/remote areas will take approximately 4–7 working days. 

In the event of your parcel requiring a dedicated special trip to deliver the shipment, additional charges may be levied. Examples of special delivery areas include high risk or remote areas, Mines, Power Stations, Plots/Farms, Military Bases, Game Lodges, Ports/Harbours, Embassies and Consulates. In this instance, in such cases, Impilo Santé will contact you prior to delivery.

How can I track my order?

Once your order has been dispatched we will send you an email that contains your waybill number and the web address so you can personally track progress on your delivery.

What happens if my goods arrive broken?

Please contact us so we can address the matter immediately. We are here to help you and sort out any problems you may have.

Do you take returns?

Yes. Products can only be returned if :

  • Impilo Santé couriered the incorrect quantity or product.
  • The product is faulty.
  • The incorrect product was sent.
  • The product or the packaging was damaged.
  • The product was damaged by the courier.
  • The product was short packed.
  • You must return a product within 7 days of invoice date or contact us immediately when receiving your products

You will unfortunately not be credited if :

  • You ordered the incorrect product or incorrect quantities of the product.

Refer to our Returns & Refunds Policy for more details.

What happens if my order never arrives?

Please Contact Us, and we will follow it up for you using the waybill number of the courier.

What happens if I want to cancel my order and I paid via a merchant like Payfast?

If your order was placed and paid via Payfast, please notify us immediately as our orders are being processed once we get notification from Payfast that the order was paid.

Unfortunately reversal will encounter fees that will be deducted from payment to your account