Arcadia Online FAQ's

Should you have any questions or wish to know more about our various options, please do not hesitate to contact us on 086 027 2234 or email customerservice@arcadiaonline.co.za

Money Back Guarantee

Our Commitment
Money Back Guarantee

We stand behind every product we sell with our unconditional money back guarantee. That’s why you can always feel confident and secure when ordering from Arcadia Online. If you are not 100% satisfied with the item(s) you've ordered from us, you can return it within 90 days from date of purchase and we’ll be happy to replace it or refund you the cost of the item(s) – simply contact us on 086 027 2234 or email us.

Please remember to contact us before returning an item so we can arrange to have the item collected at no expense to yourself.

Payment Options Available

Mastercard VisaCapitecInstant EFTmobicred
Instant Electronic Funds Transfer "EFT"

EFT Capitec

Instant EFT is PayFast's patented, revolutionary method of completing online purchases by making an internet banking transfer (EFT) which gets instantly verified. There is no two day wait, you don’t need to send in proof of payment and it can be used with South Africa’s biggest banks: ABSA, Capitec, FNB, Nedbank and Standard Bank. Instant EFT puts you in touch with the large number of online shoppers without credit cards but with access to internet banking.

The benefits of using Instant EFT are:

  • Your purchase is approved immediately, no waiting and hassle free
  • No transaction fees.
  • No disclosing of financial information.
  • No proof of payment required

Frequently Asked Questions:

  • Which banks can I use?
    Currently we can process Instant EFT when customers have accounts with South Africa’s major banks: ABSA, Capitec, FNB, Nedbank and Standard Bank.
  • Does it require any additional software to use Instant EFT?
    No. Unlike other systems, you do not need to install any special software. Transactions can be made on PCs, Macs and most mobile devices (such as Blackberry, iPhone, iPad, Android etc.)
  • Do you need to send proof of payment when purchasing?
    No. Neither the shopper, nor the merchant need to confirm the transfer. PayFast’s system confirms that the actual amount has been transferred, so there’s no need for calls, faxes or emails.

For more information on PayFast's Instant EFT please take the time to watch their video below.

 

Credit & Cheque Cards

Via PayFast we accept Visa and MasterCard payments, customers can make secure and instant payments with Visa and MasterCard credit cards with NO transaction fees

Benefits are:

  • Your purchase is approved immediately, no waiting and no hassle
  • No transaction fees.
  • No disclosing of financial information.
  • No proof of payment required

Using your Cheque Card with PayD

Debit Cards

payD system is one of the safest and easiest ways to shop online and it's all about simplicity, convenience and security. You can purchase using your PIN-based debit, credit or cheque cards.

Simply enter your card and mobile phone number and then authenticate the transaction on your mobile phone.  All you need is:

Supported card-issuing banks:

  • Standard Bank
  • ABSA
  • Nedbank

Supported mobile operators:

  • MTN
  • Vodacom

Using your Debit card with PayD

MasterPass
MasterPass

MasterPass is a simple, convenient, trusted digital wallet from MasterCard for faster, safer shopping which you can use to purchase online via the PayFast Gateway at Arcadia Online.

MasterPass works with all major credit, cheque and debit cards and secures the users data using industry leading technology.

GETTING STARTED :-

  • Step 1: Download MasterPass App.: In order to pay using MasterPass you must have the MasterPass App on your smartphone. The MasterPass App can be found at:
  • Step 2: Activate your phone: To secure your device for MasterPass payments, the App will send one SMS. Normal mobile network rates will apply. This will only happen once.
  • Step 3: Setup your MasterPass account: Your MasterPass account will allow you to save contact and billing information securely on the MasterPass system.
  • Step 4: Add your bank card to your MasterPass account: You can add credit, debit, or reloadable prepaid cards from MasterCard, Maestro and Visa.
  • Step 5: You are now ready to shop with MasterPass by MasterCard

HOW DO I PAY USING MASTERPASS?

When you have finished shopping, complete your order by providing the necessary delivery details and once you have been re-directed to PayFast’s secure online gateway select the MasterPass option.

If it’s your first time using MasterPass

  • You will be asked to select your country of residence and language
  • Then you will be asked to select your wallet
  • MasterPass will present a code on screen. Use the MasterPass App on your smartphone to scan the code and authorise your payment.

Once payment has been authorised you will be returned to Arcadia Online to receive your order confirmation.

MasterPass Help: For MasterPass account help visit the MasterPass Support FAQs

FREQUENTLY ASKED QUESTIONS:

    • How much does MasterPass Cost:- There are no fees for consumers to use MasterPass. As the merchant you will pay a small per transaction fee as with all our other payment methods.
    • Do you require specific software? :- Yes, you will need to download the free MasterPass app for either their Android or iOS device (such as Blackberry, iPhone, iPad, Android etc.).
    • Payment methods supported :- MasterPass is an open platform. Along with MasterCard-branded cards, the service allows consumers to pay with Visa and other branded credit, debit, and cheque cards. At this stage, American Express and Diners Club are excluded.
    • How do I pay using MasterPass? :- When you are ready to check out, simply choose to pay using PayFast and once you have been re-directed to PayFast’s secure online gateway select the MasterPass option.
mobicred
mobicred

mobicred is a simple & convenient credit facility that allows you to safely shop online with participating retailers such as Arcadia Online.

mobicred is an online account that gives you access to credit, which they can use to purchase online via the PayFast Gateway at Arcadia Online. The facility works in a similar fashion to retail store credit: only online. mobicred only levies monthly fees while the account is used (unlike most credit cards).

Benefits

  • Easy online credit application with an instant response...
  • One single monthly instalment
  • 100% secure and payments clear instantly
  • Enables customers to shop online without credit cards
  • Available to customers from most SA banks

Returns and Exchanging Items

Can I return items?

Arcadia Online, have a 100% money back guarantee policy that will ensure that no matter what, you can return the item purchased from us within a period of 90 days from of date of purchase. Simply contact us on 086 027 2234 or email us at customerservice@arcadiaonline.co.za. Please remember to contact us before returning an item so we can arrange to have the item collected at no expense to yourself.

Exchange or Replacement of an item!

Customers who wish to have an item replaced, should it be damaged or need a different size should please contact our customer service department on 086 027 2234 or email us at customerservice@arcadiaonline.co.za.

We will arrange for the parcel to be collected from you, at our expense. It is important that you return the tax invoice to us, stating on it the reason for returning your goods and that you would like a replacement.

How to return an item ordered.

Customers who wish to return an item ordered should please contact our customer service department on 086 027 2234 or email us at customerservice@arcadiaonline.co.za. We will arrange for the parcel to be collected from you, at our expense.

It is important that you return the original tax invoice to us, stating on it the reason for returning your goods and that you want a refund. Please ensure that you provide us with the bank details on the tax invoice:

  • Initials and Surname
  • Bank
  • Account Number
  • Account Type
  • Branch
  • Branch code

We will refund the money into your account once we have received the returned goods and the completed invoice document.

Personal Information

Is my personal information kept confidential?

Yes, your information is kept strictly confidential and is never disclosed to third parties. Arcadia Online knows that you care how information about you is used and shared.

We appreciate that you trust us to do so carefully and sensibly. The information we receive from customers helps us personalize and continually improve your shopping experience at Arcadia Online. For more information see our Privacy Policy.

How do I inform Arcadia Online when my details have changed?

You can give us your new contact details by phoning our Customer Support on 086 027 2234 or by sending an email to customerservice@arcadiaonline.co.za

Delivery - Shipping

How long will it take to receive my order?

All our products are kept in stock at our warehouse and we make every effort to process and dispatch orders immediately upon receipt. The average duration for parcels to arrive at your door is between 3 to 5 working days from dispatch, depending on where we are delivering too and require your street address when placing your order, we unfortunately do not deliver to a PO Box.

Door-to-Door Delivery -"Courier"

Arcadia Online deliver directly to your “Door” from our warehouse in Cape Town to anywhere in South Africa. All delivery and tracking details are supplied to you by email when your order is ready to leave our warehouse.

Please note: Our delivery service is “Door to Door” and therefore require your street address when placing your order, we unfortunately do not deliver to a PO Box.

Cape Town Customer Order Collection

Customers who live in the Cape Town area are welcome to collect their order from our warehouse on the corner of Okavango & Old Paarl Road, Brackenfell. This option will be made available to you in the "checkout" process. Please Note: When placing your order, please ensure you select the correct option to avoid any delays.

Customers will receive an e-mail from one of our Customer Service representatives notifying them that their order is ready for collection.

Click here for address details and directions

Collection Times: Monday to Thursday between 09:00 and 16:30 and 09:00 to 15:30 on Fridays (excluding public holidays). If you cannot arrange to collect within these times, please contact Customer Service on 086 027 2234 or email customerservice@arcadiaonline.co.za and we will do our best to make alternative arrangements.

How To Track Your Order

Once your order is ready to be dispatched, you will receive an e-mail with tracking details, see example below. If at any stage you are uncertain of anything, please contact Customer Service.

Example:

DOOR-TO-DOOR DELIVERY

Your order has been collected and will be delivered to the following address:

Contact Person: John Smith
Contact Number: 072 123 4567

Delivery Address:
22 Valley Street, Hout Bay
Cape Town
Western Cape
7141
South Africa

The tracking number for your order is AR0097495

To track the delivery status of your order please click here and enter the tracking number above in the space provided.

Please allow some time for the status of the shipment to correctly display at the above address.

Please note:

  • The fulfilment and then shipment begins once your payment has been authorised. Meaning, the bank gives us an authorisation code for a credit / debit card transactions, internet transfers once the funds reflect in our bank account.
  • Working days are defined as Mondays to Fridays, excluding Public Holidays

If at any stage you are uncertain of anything, please contact Customer Service on 086 027 2234 or email customerservice@arcadiaonline.co.za .

Items Missing or Damaged

Please contact our Customer Service team immediately on 086 027 2234 or email customerservice@arcadiaonline.co.za . Remember to have your order number on hand and one of our team will be happy to assist you.

Deliveries Outside of South Africa

At the present moment we unfortunately do not deliver / ship outside of South Africa

Promotional Discount Codes

How to Redeem your Promotional Discount Code

Simply follow the easy steps below and within no time you’ll have your items delivered to your door!

Step 1:- Shop to your heart’s content by adding your items to your shopping Cart

Step 2:- When you are ready to "checkout" make sure that all your items you selected are in your cart and click "Checkout”

Step 3:- Add your contact details and delivery address details as requested on the form. Please make sure all the information is provided. If you are not sure of your postal code click here.

Step 4:- On the right hand side you will see the grey block with "Order Summary". Click on the blue header “DISCOUNT CODE? Click here to enter! and enter your discount code in the white block provided and APPLY. Example below

Enter Discount Code here

Step 5:- Your "Total" will now change to include the "discount" offer / amount. Click the "CONTINUE" button. Please note the "Total" does not include "delivery"

Step 6:- - Check that the "Billing Address" details are correct and click the "Complete Order" button.

Step 7:- Through our PayFast Secure Gateway options you will be redirected via a secure connection to complete the transaction, which takes approximately 1 minute. On authorization you will re-directed to our "Thank You" page. Shortly there after you will receive an email confirming everything with regards to your order and our team will process you order for delivery to your door.

STEP 8:- Sit back and relax and your items will be delivered to your door, it’s as easy as that and we would always appreciate it if you tell your friends about Arcadia Online.

If you have any questions, please e-mail our customer service or simply phone 086 027 2234 and our friendly customer service team will be delighted to assist you.

Click Here to view our promotional discount code terms & conditions.

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