REGISTRATION

• Do I have to register?

• Whom do I contact for assistance with registering, placing an order or checking out?

o   In the event that you require assistance, contact our Customer Support Line:  3932487 during: Monday to Friday from 08:00 to 18:00, Saturday from 08:00 to 15:00, Sunday and public holidays from 09:00 to 15:00

• How do I reset my password?

o   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 ensure that you enter the email address you registered with. If your email address has changed, please contact our Customer Support Line:  3932487

PLACING AN ORDER

• Do you deliver in my area?

• How do I place advance orders?

o   Orders can be placed up to 7 days in advance. The normal order procedure must be followed with the desired date slot chosen at the time of placing your order

• How will my order be delivered?

o   Your order is carefully packed into sealed bins prior to being dispatched for delivery to you. The delivery person will arrive at your address within the delivery slot you requested. Please ensure that you check the security seal numbers against the numbers recorded on your invoice as well as the delivery contents against the invoice. The goods will be unpacked and the delivery bins that they were delivered in must be returned with the delivery staff

• Substitution

• Can I place a very large order?

o   We currently have no maximum restriction on order size - although all orders are delivered at our discretion. Should we be unable to fulfil your order we will let you know and our Terms & Conditions will apply. Orders over a certain Pula value (currently P5, 000 but subject to change without notice) do have restrictions in the delivery slots available. While we will always attempt to meet the reserved delivery slot, we cannot guarantee a large order delivery slot. We reserve the right to contact you to arrange for a mutually acceptable alternative time or a full refund on your order

BOOKING THE DELIVERY

• How much does delivery cost?

o   There is a delivery fee of P80.00 (subject to change without notice) for all deliveries. Deliveries are only available within Gaborone

• What hours are deliveries made?

o   Deliveries are made between 09:00-17:00hrs from Monday to Friday, 09:00-13:00 on Saturdays and 09:00-13:00 on Sundays

MAKING A PAYMENT

• How do I check out?

o   Click the “Review and Check Out” out tab and complete the fields

• Which payment types are accepted?

o   Payments are accepted by Visa and Mastercard

• When will payment be taken for my order?

o   Payment will be taken as soon as your order has been finalised

• How do I know that my order has gone through?

o   You will receive a confirmation email acknowledging your order

• How do I get a receipt?

o     A receipt will be produced for you upon delivery of your order

RECEIVING A DELIVERY

• Who will make the delivery?

o   Our delivery partner is Botswana Post and they will carry out deliveries on our behalf

• Who can accept deliveries?

o   Deliveries must be accepted by the purchaser along with valid identification. The purchaser can also nominate an individual to accept deliveries on their behalf. The nominated individual must produce valid identification in order to receive your order

• What happens if I am not at home when my delivery is made?

o   Should you not be present when your delivery is made, Botswana Post will return your delivery to their warehouse and you will be contacted to arrange another delivery time. Should you not be present for the second delivery, a delivery charge of P80.00 will be charged to you for the third delivery

REQUESTING A RETURN OR REFUND

• How do I return products?

o   Should you be dissatisfied with any product that you have purchased please return it to the Sefalana Hyper store with its original packaging and proof of purchase within seven days (7) of purchase to request your refund

• What happens if a product I ordered is wrongly supplied, missing, or damaged?

o   In the event that you receive the wrong item our delivery staff will not be able to return the product for you. Sefalana will allow you to keep the incorrectly supplied item and refund you the full amount charged for the incorrect product. Please contact our Customer Support line on: 3932487 or contactus@sefcash.co.bw to report the incorrectly supplied product. Alternatively, you may return the product to Sefalana Hyper for a refund

• How are refunds processed?

o   Refunds will ordinarily be paid back to the credit card that was used for payment. In the event that this is not possible due to factors beyond our control, a cash refund will be issued to you. In order to receive this refund, you will need to be in person at Sefalana Hyper

MAKING A CHANGE OR CANCELLING AN ORDER

• How do I add to or amend my order after I've placed it?

o   You will not be able to amend an order once it has been placed

• How do I cancel my order?

o   To cancel your order please contact our Customer Support Line on: 3932487

CLICK AND COLLECT

• What is click & collect?

o   Click n Collect is a free service that allows you to place an order online and then come in store to collect it. It is ideal for those customers who are coming into our store but wish to save time in the process - or for those who would rather collect an order instead of waiting for a delivery

• How do I book a collection slot?

o   The same way as you would book a normal delivery slot. Note that you must place your order before 12h00 to secure a collection slot for the next day - no same day collection service is currently available

o  You will need to pay on our website as part of the checkout process when placing the order. When you collect, your goods should have already been paid for, and once you are satisfied with the contents you can very quickly be on your way.