FAQ

How do I buy online?

Step 1: Create a user profile/account.

Step 2: Select the items that you would like to purchase including your size and quantity requirements.

Step 3: Click ‘add to cart’.

Step 4: Review your order to check that it is correct and then click “Checkout”.

Step 5: Complete your shipping details.

Step 6: Make a payment via Credit card, debit card or EFT.

Step 7: You will be sent an email confirmation of your order.

Step 8: Sit back, relax and your Schnooky Pie order will be delivered to your door (Usually within 5 working days)

Please note that if you order something on back-order that your entire order will only be sent once the back-order item/s are ready.

What payment methods do you accept?

We accept VISA and MasterCard as well as EFT’s

Can I pay by EFT?

Yes you can. Simply select “EFT” as your selected payment method when completing your checkout process. 

Can I order via email/fax/phone?

You can only order online via our online shop. Due to security reasons we do not accept orders via telephone, fax or e-mail.

Do I need to create an account to buy online?

Yes you do. Setting up an account gives you several advantages. You will be able to move through the checkout process faster, store multiple shipping addresses, view your order history as well as check the status of your current order. Once you have set up an account, your information will be stored and future purchases will be much quicker and easier. Please note, your information will be stored securely and we will not share your information with anyone.

What currency do you use?

We accept South African Rands (ZAR) only.

Are prices inclusive of VAT?

We are currently not VAT registered and therefore do not add VAT to our products.

Is it safe to use my credit card?

We use a variety of measures to ensure that your personal information is protected from: unauthorized access, improper use or disclosure, unauthorized modification or alteration, unlawful destruction or accidental loss.

Are my personal information kept confidential?

Your information is stored securely and we will not share your information with anyone.

Is Schnookypie.co.za a secured website?

We’ve implemented reasonable security measures to protect all your information.

What if there is an error on the website?

Please contact us on hello@schnookypie.co.za as soon as possible.

Do you offer a gift registry?

Our gift registry will launch soon!

Do you offer gift cards?

Our gift cards will launch soon. If you would like to buy a gift card for a friend, please contact us at hello@schnookypie.co.za and we will arrange an electronic coupon for you to use in our shop.

Do you have a size guide?

Where available we have featured a size guide with our products. For those that do not have a size guide please assume standard sizing.

What happens if an item is out of stock after I have placed my order?

In cases of unavailability, we will refund you in full within 30 days from date of payment to Schnooky Pie PTY Ltd.

Can I exchange items from the online store?

Should you wish to exchange a non-defective product within 7-days of the date that it was delivered, please retain the product in its original packaging, with labels attached, and do not wear the product at all.

To arrange an exchange, you can contact Schnooky Pie on hello@schnookypie.co.za to check on stock availability. Please note that the courier costs would be for your account.

Please note that we do not accept exchanges, refunds or returns on personalised items, unless defective – please see defective question below.

Can I cancel an order?

Orders can only be cancelled within 24 hours of payment being made. Please note that cancellation of orders will attract a 15% charge for administration costs and refunds will be made within 7 working days.

What happens when I receive a defective garment?

Please notify us by email within 7 days of delivery on hello@schnookypie.co.za. We will then instruct you on the process going forward. Please send us a picture of the defective product when sending through your email.

What happens if I receive the incorrect order?

Please notify us by email within 7 days of delivery, as specified on the packing slip/invoice you received with your delivery. You can contact us on hello@schnookypie.co.za.

How do I know if you have received my returned goods?

Please contact us on hello@schnookypie.co.za.

Can I exchange or return SALE items?

No SALE items cannot be exchanged or returned.

What happens if items go on SALE after I have just purchased them?

If you purchase an item, have paid for the item and we then offer a SALE before your item is sent we will use our discretion on whether or not a refund for the difference can be paid. If your garment has been packed, sent or delivered, no refund for the difference will be paid. Please email us on hello@schnookypie.co.za to discuss.

Can I deliver garments to friends or family?

Yes you can. Please ensure you enter the friend or family member’s address in the ‘delivery address’ field upon checking out. The ‘billing address’ field would then be your address. The recipient will be asked for proof of identity upon delivery.

How will my order be shipped?

We send all orders via The Courier Guy. You can track your parcel online at www.thecourierguy.co.za using the waybill number on your delivery notification email. If you do not have your waybill number or have an issue with your shipment, please email us at hello@schnookypie.co.za.

How will I know when my order has been shipped?

You will receive an email from us stating that you order has been collect by The Courier Guy and you will be sent a waybill number to track your parcel’s delivery status.

How do I check my order status?

You will be sent emails informing you of your order status. If you have a query, you can email us on hello@schnookypie.co.za. Please provide your full name, contact number and order number from checkout.

How long does it take for my order to be shipped?

If your order is in stock, your order will be processed within 1-2 days once money reflects in our account. For personalised items, orders take 2-3 weeks. Please note that we always try our utmost to provide the fastest possible service. If you require a rush order, you can email us on hello@schnookypie.co.za and we will discuss rush order options with you.

How long does it take for my parcel to arrive?

Orders to major cities should be delivered within 2-3 working days. Orders in outlying areas should be delivered within 3-5 workings days.

Deliveries via courier will only be done on working days, within working hours to the address provided by you. Please note that we are not held responsible for incorrect delivery details that are provided, so please ensure that you complete the delivery details correctly on checkout.

What happens if I did not complete the correct delivery details on checkout?

Please email us on hello@schnookypie.co.za so that we can access your order status and help you. If your order has already been collected by the courier there is a chance that you may have to pay additional fees to get the order sent to the correct address. If you order has not been collected by the courier, then we can easily change the address. If you order has been delivered to the incorrect address then we will try to help retrieve the order from the incorrect delivery address but any additional costs will be for your account. If it is not possible to retrieve the order, we will not be held responsible for the loss. Please note: we will always try to help you out as much as possible.

Do you deliver to a post office?

We do not deliver to post office addresses.

Do you allow for collections?

No we do not. We are an online based retailer and deliver all orders via out trusted courier – The Courier Guy.

Where does Schnooky Pie deliver to?

We deliver anywhere in South Africa to a physical address.

Can I place an order for delivery in another country?

Please email us on hello@schnookypie.co.za to discuss.

How do I become a stockist?

Please email us on hello@schnookypie.co.za we will then send you all relevant information.

How can I contact customer service?

If you have any questions that have not been answered by the above FAQ’s please email us on hello@schnookypie.co.za.