General FAQs

  1. How do I register with russellhobbs.co.za?
  2. To register as a user, please click sign up at the top of the website and create an account. We will need your full name and surname, your email address and a password.

  1. How do I sign up to your newsletter?
  2. If you want to hear about great deals, special offers and new products before anyone else, make sure you are signed up to receive our email newsletters. Signing up is easy, enter your email address in the sign-up bar in the footer of the website and click sign-up.

  1. How do I checkout?
    • 3.1 Click proceed to checkout after you have reviewed the items in your shopping cart
    • 3.2 Choose your delivery method
    • 3.2.1 Courier your parcel to your door
    • 3.2.2 Collect from your nearest Pargo pickup point
    • 3.3 Choose your payment method
    • 3.3.1 Select payment via smart eft
    • 3.3.2 Select payment via credit/debit card
    • 3.4 Review your order and address details and complete payment 
  1. What is your Delivery Policy?
    • Deliveries are only done between 09h00 and 17h00 from Monday to Friday (excluding public holidays).
    • Deliveries ordered over a weekend, will only be processed on the next working day.
    • We will only fulfil orders with a physical location within the borders of the Republic of South Africa.
    • Accrued delivery charges will apply for any incorrect delivery addresses, which will result in a redelivery of the order to that customer.
    • Failure to accept your delivery/collection within the designated timeframe will result in accrued redelivery charges.

On average you can expect the below delivery fees:

Average Weight and Dimensions

Cape Town

JHB/ Local

Durban

Remote/Outlying

0-5kgs

38 (h) x 16.2 (w) x 67 (l)

R 95

R 60

R 85

R 180

5-10kgs

22.2 (h) x 19.5 (w) x 20 (l)

R 95

R 65

R 85

R 180

10-15kgs

40 (h) x 33 (w) x 66 (l)

R 100

R 85

R 95

R 285

15-20kgs

88 (h) x 32.5 (w) x 37 (l)

R 125

R 95

R 110

R 385

20-25kgs

36.1 (h) x 47 (w) x 55.3 (l)

R 135

R 105

R 115

R 130

PLEASE NOTE: this is only an average delivery cost estimation and your delivery fee may differ depending on your purchase

If you would prefer to collect your order from one of our many pick-up points this will be made available to you at a fee that is charged according to the weight and dimensions of your order. When concluding your online transaction, a collection fee will be automatically calculated and included in your total.

On average you can expect the below collection fees: 

Average Weight

Collection Fee

0-5kgs

R 75

5-10kgs

R 95

10-15kgs

R 140

15-20kgs

R 180

20-25kgs

R 220

PLEASE NOTE: this is only an average collection cost estimation and your collection fee may differ depending on your purchase

For more information, please see our Delivery Policy

  1. How do I track my parcel?
  2. Your order can be tracked by contacting our Customer Service team, please get in touch with us, either by emailing [email protected] or contacting us on +27872502315 and we’ll do our best to assist you.

  1. What is your Returns Policy?
    1. Order refusal on delivery:
    2. The customer will need to accept the delivery/collection of the parcel and log a return form online for unwanted/damaged products

    3. Cooling off period:
    4. We do offer a 1-year warranty with a further period of 1(one) year ("extended warranty period*"), on condition that the customer registers the product on the website, within 12 months from the date of purchase of the product. The website address for registration is as follows: russellhobbswarranty.co.za.

      You can return an unwanted product to us at no charge, provided:

      • it is undamaged and unused;
      • it is still in its original undamaged packaging
      • it is not missing any accessories or parts;
      • you log a return on the website within 10 days of delivery to you or collection by you of the unwanted product. After 10 days, you can only return a product if it is defective.
    5. What if I do not have the original packaging?
    6. If the reason for your return is because the unit is faulty, then you are responsible for packing the product safely and securely for return to ensure against damage in transit, please include your order reference number so that we can easily identify your return.

    7. How do I log a return?
    8. To log a return please click the link below:

      Return policy

    9. Can I return a product without all the accessories?
    10. Unfortunately not – the complete product needs to be returned.

    11. Can I exchange or replace an item that was bought as part of a combo pack?
    12. Confirm with Margo and Michaela

      For more information, please see our Return Policy

  1. Why is my refund taking so long?
  2. Please note refunds are processed in 10 working days from collection.

    For more information, please see our Refunds Policy

    1. What are my payment options?

    Payments can be made via credit/debit card or Smart EFT using the PayU payment gateway.

    1. Can I pay via EFT?
    2. Yes, we offer Smart EFT as a payment option through PayU’s payment gateway to all customer’s who bank with one of the four South Africa’s four major banks: Nedbank, Standard Bank, First National Bank and ABSA.

    3. How does it work?
      1. Select Smart EFT as your payment option during checkout – then select your bank
      2. Log in using your internet banking credentials
      3. Select an account to pay from and enter a reference for your records
      4. The automated process will navigate and populate the relevant fields on your behalf in the background
      5. Your bank will send you an OTP (one-time password) or mobile authentication to your mobile phone to verify the payment
      6. Enter your OTP or accept the authentication message
      7. Payment is complete
    4. Is it safe?
    5. Yes, security is paramount to PayU. PayU is PCI DSS compliant, SSL and 3D Secure enabled. PCI DSS is ‘Payment Card Industry Data Security Standards’ – which help ensure the safe handling of sensitive information.

      PayU acts as a proxy between the customer and the bank to facilitate a faster, safer and easier payment process for both the customer and russellhobbs.co.za

      PayU merely facilitates the transaction between you and russellhobbs.co.za. PayU does not store any online banking login details.

  1. What happens if a product is out of stock?
  2. If an item becomes out of stock online, it will reflect as such online or it will reflect as available from store.