-Frequently Asked Questions -
COVID 19 – LEVEL 2
Following the finalized trade regulations released by the Government, our couriers will be showing up to your homes, a safe distance from your doorstep, wearing masks, and using sanitizer.
What does this mean for you?
You can now have your African Natural Diva products delivered to your door.
How will deliveries be made safe during a lockdown?
Deliveries will be done by a Courier Service
ORDERS
Do you ship internationally?
Yes upon request
Can I only purchase products through the website?
Yes, African Natural Diva products are currently only available on our website
How much is shipping?
Shipping & handling charges are as follows:
Free shipping on all orders placed within South Africa over R600.00.
Orders under R600.00 are charged a standard shipping rates
Shipping costs are clearly shown at the checkout.
How long before I can receive my order?
The processing time for orders is 48 hours – once we receive a confirmed order and full payment. After your order has been shipped, delivery time within South Africa is 3-5 business days. Please keep in mind that during holidays or limited edition launches and restocks, this time may vary.
Can I change my order?
Please send an email to naturald177@gmail.co.za as soon as possible. We will do our best to accommodate your request; however, there is no guarantee that any changes can be made once an order is placed.
Can I cancel my order?
Please send an email to naturald177@gmail.co.za as soon as possible and may be able to cancel if the order has not been shipped.
Can I return my order?
If for any reason you are not completely satisfied with any of the products purchased from the website, you may return the products to us within 7 days providing:
-
the product is not damaged
-
product packaging has NOT been opened and is in its original packaging (including cellophane wrap, tamper-proof seals, and lids)
-
product is in an unused/unworn condition
-
product is re-saleable
-
empty or half-empty products will NOT be accepted
-
products older than 1 month will NOT be accepted
In the unlikely event that a product arrives damaged, the customer must contact African Natural Diva via email at naturald177@gmail.co.za within 48 hours of receipt. The customer must include photos of the issue and a screenshot of their order confirmation email.
Please note: The product will only be refunded once it has been returned to, and received by Natural Diva, in its original, unopened, unused, undamaged packaging, along with the proof of purchase. Postage will not be refunded.
During COVID-19, NO products can be returned to Natural Diva, unless the product is received damaged by the customer.
At African Natural Diva we rigorously ensure that all Covid-19 safety & sanitation protocols are strictly enforced to make sure our customers have peace of mind when receiving our Natural Diva products.
Can I exchange my product?
We apologize but we currently do not offer exchanges, all sales are final.
How can I check the status of my order?
Once your order is confirmed and paid for in full, you will receive an email with a link to track your order.
Why was I charged twice?
You will only be charged for what you purchased; if you see duplicate charges, please allow a few days, and the charge should correct and the issue should be rectified automatically. However, if it still remains and you are positive you only placed one order, please send us an email to naturald177#gmail.co.za with a screenshot of the duplicate charge for further assistance.
I have not received an order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at naturald177@gmail.co.za with your inquiry.
What forms of payment do you accept?
We accept online payments through Yoco, Credit Card, and EFT.
My items arrived damaged, what should I do?
Please contact us immediately, within 24 hours of receiving the order, at naturald177@gmail.co.za Please provide us with your order number and some photos of the damaged product/s.
African Natural Diva will forward a returns form for you to complete.
Return the form via email with your proof of purchase.
I received incorrect item/s what should I do?
Please contact naturald177@gmail.co,za within 24 hours of receiving the order, so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item you received.
I refused my delivery, where is my refund?
PLEASE BE ADVISED THAT REFUSED OR UNCLAIMED ORDERS WILL NOT BE REFUNDED.
My package is stuck and tracking shows no movement, what do I do?
For all orders, packages can only be considered lost if there has been no movement for 10 business days from the day it was shipped. Please send an email to naturald177@gmail.co, za if your shipment shows no movement from the carrier's tracking information.
I put the wrong address on my order, please help!
Please be careful when entering your shipping address, as Natural Diva will not be responsible for orders sent to an incorrect delivery address provided by the customer. Please contact naturald177@gmail.co.za with details of your purchase and we will attempt to manage the change of address with the courier company.
How can I find out more information about a product?
Product details can be found on the product page of our website, but if you have more questions, please feel free to email us at naturald177@gmail.co.za.
Does Halo Heritage offer a gift with purchase promotions?
Occasionally African Natural Diva will apply a gift with purchase to orders. Please note that unless otherwise stated, all free gifts applied to customers' orders are added while supplies last and are not guaranteed. All samples, packets, stickers, and other products or merchandise are subject to change and subject to availability.
Why does my promo code/discount voucher not work?
This could be because your order doesn’t meet the terms and conditions of the promotion. Promotional codes have specific terms and conditions regulating when and how they may be used, such as minimum spend, qualifying purchases, and the expiry date.
You may only apply one promo code per checkout.
If none of the above applies, please contact us at naturald177@gmail.co.za.
CUSTOMER ACCOUNT
Do I have to set up an account to place an order?
Yes, You do not have to have an account to place an order.
How do I create an account?
You can create an account by visiting naturadiva.co.za/account/login
How do I subscribe or cancel my email subscription?
You can easily subscribe to emails by visiting naturaldiva.co.za/pages/signup. If you want to cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email subscription.
I forgot my password, what do I do?
To reset your password, go to insert details and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter the E-mail address you used to create your account. Once you submit, you will receive an e-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page: naturaldiva.co.za/account/login
PRODUCT/INGREDIENT
Where are African Natural Diva products made?
Our haircare products are manufactured in South Africa, using the finest globally sourced natural ingredients.
Are your beauty products natural?
We select naturally derived ingredients over synthetics in