Customer FAQ

FAQ | customer service + info

orders


I’M STILL GETTING COMFORTABLE WITH THIS WHOLE “ONLINE SHOPPING” THING.
PLEASE WILL YOU TELL ME EXACTLY HOW TO MAKE A PURCHASE FROM YOUR SITE?

With pleasure. Walk with us. We’ll guide you step-by-step from the moment you enter our online shop, right through to checkout…

Step 1 — Browse: Come in and browse our gorgeous range of conscious, useful, meaningful digital and physical goods at NeshikaBell.com/shop. You can click through to each product to read more about it.

Step 2 — Add to Your Cart: See something you like? Pop it into your cart by clicking the Shopping Basket icon on the main shop page, or the “Add to Cart” button on each specific product page.

Step 3 — View Your Cart: Once you’re ready to checkout, click the shopping cart icon in the top menu bar. You’ll get to review what’s in your cart and change quantities or remove items before you proceed to checkout. You’ll also see the cost of shipping if you’ve ordered physical goods.

Step 4 — Redeem Your Coupon Code (Optional): If you have a coupon code, type it into the coupon code box and hit “Apply Coupon” to get the discount associated with that code. Scroll down and you’ll see the discount applied to your cart.

Step 5 — Proceed to Checkout: Ready to take home your bounty of beauty? We’re as excited as you are! Hit “Proceed to Checkout.” If you’re a returning customer and haven’t already logged in, you’ll need to do so now. If you’re a new customer, complete all the form fields for billing, shipping + creating an account for yourself (you’ll use this account info to log back in when you want to make future purchases).

Step 6 — Choose Your Payment Method: We accept payment via Visa and MasterCard credit and debit cards, as well as via direct deposit/electronic funds transfer (EFT) into our bank account. Take your pick. For card purchases, click “Proceed to PayGate” – you’ll be directed to our SSL secure payment page via PayGate (our payment service provider) for you to safely complete your transaction. For direct deposits/electronic funds transfers (EFT), click place order – you’ll be given our bank account details for payment.

Step 7 — Eager Anticipation: Once payment is made, you’ll receive an email from us confirming your order. And then, you wait in eager anticipation for your goods. Digital goods will be available for download immediately once your payment has been validated/received. Physical goods can take anywhere from 5 to 10 business days, depending on the ship-to address and other variables.

We’ve got more detailed info for you about orders, payments, shipping, etc…

 

HOW SOON WILL I RECEIVE MY ORDER?

Unless otherwise stated, we aim to have all orders processed and shipped within 3 business days of placing the order. From there, delivery can take anywhere from 5 – 10 working days, depending on the ship-to address and other variables.

 

HOW DO I CANCEL MY ORDER?

We’ve got an all-star team of nimble elves who work to process orders as quickly as possible. Because of this, if you want to cancel your order of physical products*, you must email our customer service department within 1 hour of placing your order. After the hour is lapsed, an order can no longer be cancelled as it has entered the shipping process. The customer service team is standing by at support@neshikabell.com.

*Downloadable products cannot be cancelled, since they are made available to you immediately after payment.

 

HOW DO I RETURN MY ORDER?

All sales are final. We do not accept returns. However, on rare occasions, damages do occur; if your order has been damaged during shipment, please email support@neshikabell.com for assistance. We’ll sort out a replacement for you.

 

CAN YOU GIFT WRAP AN ORDER?

We do not offer gift wrapping. However, if you select the gift purchase check box during checkout, your package will be delivered without a receipt, and a gift card from Neshika to the giftee will be included.

 

WHAT ABOUT BULK ORDERS?

For bulk, wholesale, or any other special order, please contact support@neshikabell.com for assistance.

 

HOW CAN I CANCEL MY SUBSCRIPTION?

Log-in to your account and you will see your existing subscriptions listed. Click the ‘Cancel Subscription’ link. For additional assistance, email support@neshikabell.com.

pricing + payments


WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payment via Visa and MasterCard credit and debit cards, as well as via direct deposit/electronic funds transfer (EFT) into our bank account. We do not accept PayPal or cheques at this time.

The various and applicable payment methods will be listed for you to choose from once you “Proceed to Checkout.”

 

WHY ARE YOUR PRICES NOT DISPLAYED IN DOLLARS?

While our products are available globally, our prices are displayed in South African Rands. We are based in South Africa and the law dictates that pricing must be displayed in our local currency.

 

WHAT CURRENCY WILL I BE BILLED IN?

All sales are billed in South African Rands (ZAR) and, where applicable, will include sales tax and shipping charges.

 

HOW SECURE IS YOUR SITE FOR MAKING PAYMENTS?

In a word: verrry.

Transactions on our site are processed by PayGate (Pty) Ltd, our approved Internet Payment Gateway. PayGate is a licensed System Operator with the Payments Association of South Africa (PASA). PayGate is fully PCI compliant and uses the strictest form of encryption – Secure Socket Layer 3 (SSL3). No credit card details are stored on our website. You may go to www.paygate.co.za to view PayGate’s security certificate and security policy.

In order to ensure the security and safety of our customers, we reserve the right to reject any order which raises concern. If there appear to be irregularities regarding an order, we will contact the customer before processing the order to protect his/her interests and ours.

Furthermore, we do not, and will never, share or sell your information to any third party. The information we collect is solely used to contact you about your order, if necessary.

shipping + delivery


AN HONEST NOTE FROM US ABOUT SHIPPING…

The cost of shipping can be, well… costly. We know this, we do. And to be frank, it is what it is. Shipping costs are part of fuel costs, and fuel is expensive. We charge the standard rates from SA couriers. And because we’re a small business, we don’t qualify for lower rates. So we simply can’t compete with the big retailers who offer reduced-rate (and often free) shipping.

We want you to know:
We’re not making any money off of the shipping fees.
We won’t inflate the prices of our products to “cover” shipping costs, because A.) we’re a transparent bunch, and B.) hidden costs aren’t very transparent — they’re actually kinda slimy and uncool (which we don’t ever want to be).

So, you’ve got the facts.
If you buy here, you’re supporting small business.
And as ever, we are so grateful to serve you in the way that we can.

 

WHERE DO YOUR ORDERS SHIP FROM?

All orders ship out from our warehouse in Johannesburg, South Africa.

We offer to-you-door Economy shipping to almost all main centres in South Africa.

We do not deliver to PO boxes.

NB* Please read our Delivery Policy HERE.

 

DO YOU SHIP INTERNATIONALLY?

Yes, we ship around the globe.

Please note that we cannot control shipping time for orders outside South Africa.

Neshika Bell Enterprises is not responsible for any international customs fees or duties that may be imposed. Please check with your local customs office about rules and regulations that may apply to you.

 

HOW SOON WILL I RECEIVE MY GOODS?

Unless otherwise stated, we aim to have all orders processed and shipped within 3 business days of placing the order. From there, delivery can take anywhere from 5 – 10 working days, depending on the ship-to address and other variables.

Digital Goods: Digital goods will be available for download immediately once your payment has been validated/received.

Physical Goods: All orders are packed with love and care. All shipping of physical goods is processed through a 3rd party fulfillment centre. Because of this, we cannot guarantee the time of your product delivery. And we never, ever want to make promises that are beyond our control to keep.

Monthly Physical Goods: Our monthly boxes and bundles are packed and shipped in the first week of each month. Like all physical goods, typical delivery time can range from 5 – 7 business days, depending on the ship-to address and other variables.

 

CAN YOU EXPEDITE MY SHIPPING?

We do not offer overnight shipping. What you see (in terms of delivery options) is what you get. Transparent on all fronts.

 

LATE DELIVERIES

Public holidays and/or unforeseen circumstances like adverse weather, closed roads, strikes, etc. could prolong the delivery time. This is rare, but it does happen. When it does, ‘late’ deliveries are not grounds for cancellation of your order.

If your delivery has not been delivered after the estimated 10 day delivery window, please contact us with your order number so that we can follow up on the matter.

refunds + returns


REFUNDS:

All sales are final. We do not issue refunds.

Same goes for returns…

 

RETURNS:

As with refunds, all sales are final. We do not accept returns. However, on rare occasions, damages do occur; if your order has been damaged during shipment, please email support@neshikabell.com for assistance. We’ll sort out a replacement for you.

products


WHAT FORMATS DO YOUR AUDIO PRODUCTS COME IN?

Audio Guides are available in MP3 format. Either as individual tracks for downloading to your phone, or a zipped file containing all tracks if you’re downloading to your computer. Lots of choice for easy listening on any device.

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