Frequently Asked Questions ( Faqs )

What courier do you use for deliveries?

We use Courier Guys and Fastway to send most of our Local orders.
Sugar Apple reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

How long does it take for home delivery?

We currently offer 3 types of delivery service:
Standard delivery for JHB  in approximately 2-4 working days
Super Saver 48 Hour Delivery

I placed an order on Friday for next day delivery, why did I not get it until Tuesday?

Our cut off time is 2 pm, Monday to Friday. Any order placed after 2 pm will be processed through our dispatch system the next working day. We are able to deliver on certain weekends.

Why am I being charged for delivery on my order when it states standard delivery is free?

All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfill the delivery, there is an additional charge for these. Also, our courier company considers some surcharge postcodes ‘Out of area’. There is an additional charge for these.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your junk as it will come from a no-reply email address. To ensure emails reach you, add the domain sugarapple.co.za to your safe sender’s list.

Can I collect from a local store?

We offer a collection service but it is subject to availability. The locations are only in Johannesburg please email [email protected] to arrange this prior to any orders.

Do you deliver on Weekend?

We do delivery only in Johannesburg & Pretoria on weekends.

I paid R1000 for delivery, why did I not get it next day?

Our R1000 delivery charge is not for next day service, it is a charge for a specialist courier company to deliver an oversized parcel.

Why can’t I select next day delivery?

We can only offer next day delivery on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit https://thecourierguy.pperfect.com for orders shipped.

Delivery for all oversized orders shipped by Sugar Apple will be communicated via email.

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 9am Monday to Friday. For orders placed after 2pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Do I have to pay Customs & import charges if I live outside of the South Africa

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.

I'm new, how do I order?

At Sugar Apple, we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like, and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on 087 822 2577 or email admin (@) sugarapple.co.za

Is it safe to order online?

Yes, we use industry-standard SSL encryption to protect your details. Potentially sensitive information such as your name, address, and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

We make use of payfast.com as our preferred payment gateway. https://www.payfast.co.za

https://www.payfast.co.za/security-fraud

Which credit cards do you accept?

We currently accept the following credit cards Mastercard, VISA, Switch/Maestro, Visa Debit, Instant EFT, Master Pass, Zapper

See more details

https://www.payfast.co.za/features/payment-methods

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including VAT?

All our online prices include VAT.

How do i care for my furniture

A damp (never soaking wet) cloth will do it. Dry the surfaces thoroughly afterward. MDF can be damaged by liquids, so if you spill anything on it, be sure to wipe it dry immediately. If you need to remove any stains, go gently – use mild soap and warm water.

Can I get more information on a product?

yes, all additional information about a product is available on the product page, should you need more info regarding a certain item please email us at admin(@)sugarapple.co.za

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in-store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on 087 822 2577

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

It says out of stock on your website for my part. How long will it take to get in?

tems which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please call call us on +44 (0) 203 788 7842.

The item I bought is now in sale, can I get the difference refunded?

As an online business, our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

Where is my order?

Most of our deliveries are sent via the Courier Guy and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact us by email on admin(@)sugarapple.co.za

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some item we do not stock, but available to order. This is indicated on the item itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

Can I pay for a Click&Collect order online?

No, currently we only offer the service to collect and pay by Appointment only

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please email admin(@)sugarapple.co.za

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on 087 822 2577

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department has done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Sugar Apple we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however, we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to [email protected] Make sure you include your reference number, a copy of your invoice, and an image of the parcel you received it in.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on admin(@)sugarapple.co.za