Customer Support
HOW WILL IT WORK?
After you have placed your order, we will send you an automated email that confirms your order. After we receive confirmation of your payment, we will then dispatch your order and we will send you another email or WhatsApp that will provide details of the delivery. If you are collecting your order, please check our contact us which will have our address to our offices.
SHIPPING
We understand that getting your order quickly is important to you, so will make every effort to process your order as quickly as we can. You can expect to receive your order within 5-7 working days by courier and Speed Services and 7-9 working days by PAXI (PEP)
RETURNS
If you are not 100% satisfied with you order, you can return it to us for a full refund or exchange it for something else. Returns must be in an original condition, not used and in the original packaging. Please include your original order or invoice number for quick and easy reference.
Returns must be received by us within 30 days of the date that we dispatched the item to you. The original delivery charge will not be refunded and the cost for returning the parcel is at your expense.
For hassle-free returns, we will arrange for courier collection from you or you can use the South African Post Office(Speed Services counter), or simply drop the return to our offices in Centurion (see contact us for an address)
Once your return is received and checked, your refund/exchange will be processed and your credit will be applied to your original method of payment within 5 working days depending on your bank. In case of an exchange, your new order will be dispatched within 5-7 working days.
Please do not hesitate to contact us should you require more information. We are here to help
STEPS TO RETURN YOUR ITEM TO US
Email us at lindib@newchapterbooks.co.za or call us on 0829406911 to book your return
Securely pack your return parcel
Depending on your choice of collection - Either take your parcel to the Post Office(Speed Service counter) or the Courier will collect directly from you on an agreed date and time.
DELIVERY OPTIONS AND TIMES
We offer the following methods of delivery at the moment:
Courier: This is a door-to-door service. You must supply us with your physical address and someone will need to be available at the address to receive the delivery. Deliveries are made during business hours from Monday to Friday. In main centres, this will reach you within 5-7 business days of dispatch. Main centres include properties within a 50km radius of the major cities in South Africa. If you are not in a main centre, it may take a few days longer. We do not deliver by courier to plots, farms, mines, military bases, major chain stores, power stations, game reserves and lodges, airports or harbours, and should your delivery address fall into one of these categories you will be liable for the extra costs incurred in delivering or returning the parcel. We offer delivery of parcels up to 10kg. Delivery on orders over 10kg is calculated based on mass, value, and number of items in the order.
Postal delivery: We use the SA Post Office to deliver to any valid South African postal address. We will send you a tracking number by email when we dispatch your order and you should receive a post office collection slip about 7-10 days later. You can then collect from your local post office counter.
Pep To Pep by PAXI: This is a counter-to-counter parcel service. Every PEP store across South Africa is a PAXI Point. We send your package to your nearest Pep Store branch and it takes about 7 days.
Collection: You can also collect your parcel from our office in Midrand.
1075 Dundee Street
Blue Valley Golf Estate
Midrand/Centurion
For collections, our office hours are 09:00 - 17:00 and we are closed on Weekends and Public Holidays.