Frequently Asked Questions
We understand that not everyone is comfortable ordering online. To help ease any doubts you may have, we've answered common questions below. Please do note that we live and work in the country, not in a city (see About us) and rely on cell phones and wireless internet for communicating.
We dispatch orders from Howick, where the deadline for handing in parcels is earlier than larger centres. So please be patient, we take great care and time in making sure each of our products will give you many years of service. We'll do all we can to get your order to you ASAP, but instant gratification is not our speciality.
Paying for Goods:
Q: What payment methods do you accept?
A: We accept payment by direct deposit, preferably using EFT (Electronic Funds Transfer) as it's quicker than depositing a cheque. Please note that we are NOT at present taking payment by credit card because our authorising bank is not accepting transactions where the actual card is not present. We are working to resolve this issue so that we can again offer payment by credit and cheque cards.
Q: How do I go about paying by EFT (Electronic Funds Transfer)?
A: At Checkout, select this option. We will then email you about your order, including availability of items ordered, how soon the order can be dispatched, and the total amount owing (if using normal insured post).
If all items are in stock, we'll include our bank details and you can then pay this amount via Internet banking. Depending on your bank, this may take a couple of days to show in our (Standard Bank) account, after which the goods will immediately be dispatched to you. You can, if you prefer, select EFT and physically deposit a cheque into our account. In either case, it will help if you let us know once the funds have been deposited.
Delivery/Shipping of goods:
Q: How will the goods be delivered to me?
A: There are two basic delivery methods, both with tracking numbers:
1) Normal Post: Parcel is delivered to your local Post Office. Allow at least seven days from dispatch. The cost is R75 for orders with a total value up to R1,000, and R125 for orders exceeding R1,000 in value. The maximum weight in either case is 6 kg. Insurance is included.
2) Speed Services Courier: Here we offer next-day delivery to your door (physical street address). Please note, "next day" refers to the day after the package has been handed to Speed Services within their deadline for accepting packages, not from the day you place your order.
The cost of this service depends on the weight and physical dimensions of the parcel. Because of this, we will first package your order, calculate courier charges, then email you the cost. Once we receive your reply email confirming acceptance of this amount, we will add it to the cost of the items ordered.
Please note we can also use Postnet to Postnet where this is more convenient for you and we'll be happy to arrange this once you've placed your order.
Q: What about delivery to customers outside South Africa?
A: We regret we are no longer taking orders for delivery outside Southern Africa because of the red-tape and paperwork involved in exporting goods to international destinations, together with shipping problems resulting from a less than reliable international postal service. In addition, international courier is not an option because of the extremey high costs.
Q: Is theft of parcels a problem?
A: Normal parcels and those sent by courier have a tracking number, so can be traced. Theft has thus far not been an issue. Note also that all parcels are insured at our cost and if your order is lost or stolen, we will replace it.
Q: If I buy one of your products and am not satisfied with it, can I exchange it or return it?
A: Yes, we will exchange anything that does not match your expectations, or refund you in full for the cost of the item, provided you return the goods, in the same condition in which you received them, within 30 days of receiving your order. You will however be liable for any postage costs, but no other costs.
Q: What happens if something I order is defective?
A: We will imediately replace any defective goods at our expense or, if you prefer, give you a full refund. We are confident enough about the quality and durability of our canvas and leather products that we'll repair any damage that occurs, through normal wear and tear, at no cost.
Prices of goods:
Q: Do your prices include Value Added Tax?
A: Yes, all prices include VAT at 14%.
Outlets stocking Dirt Road Luggage:
Q: Do you have an outlet in Johannesburg as there are items I would like to purchase but would prefer to buy from a shop where I can see the goods?
A: No, we do not have an official outlet in Johannesburg and only sell the luggage by mail order and at the following outlets (but not always the full range):
- Dirt Road Traders, 61 Curry's Post Road, KZN (see Map).
- Dirt Road Traders, 340 Victoria Road, Pietermaritzburg
- Dirt Road Traders, Shop 2, The Junction, Nottingham Road
Q: Can you add personal or corporate branding to products?
A: Yes, we can. Our mother site, Dirt Road Traders, specialises in corporate orders, including logo embroidery on canvas luggage and safari clothing. Please email us, or contact Dirt Road Traders direct to find out more.