FAQs
Once you have placed your order, you should receive an order confirmation email shortly. Please check your Junk or Spam folder if you do not see it. If you still have not received your order confirmation, please contact us at care@bydrterryann.co.za and we will assist you.
Orders are processed as quickly as possible. If you need to change or cancel an order, please contact us as soon as possible. We will try to accommodate your request where reasonably possible, but changes or cancellations cannot be guaranteed once fulfilment has started or the order has been dispatched.
A payment may be declined because of incorrect payment details, insufficient funds, bank security settings or another issue with your payment provider. Please check the information entered, try another available payment method, or contact your bank or payment provider for assistance. If the problem persists, contact us at care@bydrterryann.co.za. For your security, never send us your full card number, PIN or online-banking password.
Orders are generally processed and prepared for dispatch within 1-2 business days after your order has been successfully placed and payment has been authorised or received. Once dispatched, standard delivery is estimated to take a further 1-2 business days, depending on your location and the courier service available. Most orders therefore arrive within approximately 2-4 business days. Delivery times are estimates and may be affected by public holidays, courier delays, severe weather, unusually high order volumes, remote or outlying delivery locations, or other circumstances outside our reasonable control.
Yes. Once your order has been dispatched, you will receive an email containing your tracking number and, where available, a link to track your delivery online. Tracking information may take a short time to update after dispatch.
If your order is delayed or has not arrived within the estimated delivery timeframe, please contact us at care@bydrterryann.co.za with your order number. We will investigate the delivery with the relevant courier and assist you with the next steps.
If you change your mind about a purchase, you may request a return within 7 days of delivery. To qualify for a change-of-mind return, the product must be unused, unopened, sealed, untampered with, undamaged, in its original packaging and suitable for resale. For health, hygiene and safety reasons, we do not ordinarily accept change-of-mind returns of products that have been opened, unsealed, used or tampered with. This does not affect your statutory rights if a product is defective, damaged, incorrectly supplied, unsafe or otherwise does not comply with applicable consumer law. Please see our Returns & Refunds Policy for full details.
Please contact us promptly at care@bydrterryann.co.za if your order arrives damaged, defective, incorrectly supplied, or if the safety seal is broken or appears to have been tampered with. Include your order number, details of the issue and photographs where relevant. Do not use a product if its safety seal is broken on arrival, it appears to have been tampered with, or you have a genuine safety concern about it. We will investigate and provide the appropriate next steps in accordance with our Returns & Refunds Policy and applicable consumer law.
Once an eligible returned product has been received and, where appropriate, assessed, we aim to process the refund within 7 business days. Refunds are ordinarily issued to the original payment method used for the purchase. After we process the refund, your bank or payment provider may require additional time before the funds appear in your account.
No. You can check out as a guest and place an order without creating an account.
You can contact our customer support team at care@bydrterryann.co.za or through the contact form on our website. Our customer service team is available Monday to Friday, 9:00 am to 5:00 pm, and we aim to respond to enquiries within 24 hours.