Frequently Asked Questions

We are an online shop so you can shop, place orders and make payment 24/7. However your orders and/or queries will only be responded to during our business hours.

Our business hours are Monday to Friday, 9am to 3pm. 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 we will post a notice on the website. Your orders or queries will be attended to once we are back.

Soul Sparks is an online only shop. As we are not paying for a retail space we can keep our prices pretty low:) 

The shop is run from my home in Kyalami, Midrand.

WhatsApp / SMS - 082 3026 591

Informational Queries - info@soulsparks.co.za

Order Queries - orders@soulsparks.co.za

Other Queries - nitasha@soulsparks.co.za

We want you to be happy with your purchase. If you are unhappy with your purchase or it is damaged, you can return the product to us and we will gladly replace it or credit you, subject to the refund terms. 

Please let us know as soon as possible by emailing info@soulsparks.co.za or sending us a whatsapp on 082 3026 591.

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

Please read our full Returns and Refund Policy HERE.

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 payment method you prefer.

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 prefer to pay via EFT then select this option during checkout. You will be given our banking details (also listed below). You will then need to log onto 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 orders@soulsparks.co.za and we will then reserve your items.

PLEASE NOTE:

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. 

Our Bank Details are

Bank - FNB

Acc Holder - Soul Sparks PTY (Ltd)
Acc No - 62734015218
Branch Code - 250655
Acc Type - Cheque
Reference - Order No

Please send proof of payment to

orders@soulsparks.co.za

Yes, if this is your preference. Just select the Pay by EFT option (not the PayFast option) when you check out. You will 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.

After you have placed your order and we have received payment (or proof of payment in the case of an EFT), your order is ready for processing.

This means that your items are now reserved and your order has been added to the queue to get processed, packed and dispatched. This process usually takes 2-3 business days.

If there are any stock issues with your order, we will get in touch with you to sort that out. Otherwise you will receive a shipping email with your tracking number. And thereafter further tracking emails will be sent to you at each step of the delivery process.

We use a door to door courier service and Real-Time shipping rates derived from multiple couriers. 

Estimated Delivery Times 
1. These are courier dependant. Please call them for exact times. 
3. Local JHB / PTA Areas usually delivered 1-2 working days after dispatch. 
4. Main Centres usually 2-3 working days after dispatch. 
5. Regional areas usually 4-5 working days after dispatch. 

Shipping Notes 
1. Deliveries are dispatched on weekdays but NOT daily. 
2. For time sensitive deliveries please specify required delivery date to ensure that the deadline is made. If unsure enquire FIRST before ordering.                  
3. Tracking emails/SMS are sent at each step. 
4. Weekend or overnight deliveries are NOT standard, have a higher fee and must be requested.

This depends on:

1. Which payment method you choose

2. Which shipping method you choose

3. Weekends & public holidays

4. 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: It depends on the courier. Some take longer. In general it can take 2-3 days from dispatch 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.

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.

Most definitely!

You will receive an email with the tracking link and number as soon as your order is dispatched. You can track your order at any time by clicking on the link.

You will also be sent emails at each step of the delivery process i.e. at dispatch, at collection, in transit, when out for delivery, when delivered and when any exceptions or errors occured.

If you feel your order is taking too long then please contact the courier directly. Their contact details will be on the tracking link. They are the best people to esclate to.