Frequently Asked Questions
We understand that you may have questions about our products. Here are some frequently asked questions and their answers to provide you with the information you need. If you have any additional questions, please feel free to contact us directly.
General Questions
What payment methods do you accept?
We use Payfast as our payment gateway, which allows you to pay securely in South African Rands (ZAR) using a wide variety of options.
These include:
• Credit & debit cards (Visa, Mastercard, Maestro, Visa Electron)
• Instant EFT (direct bank transfer that gets verified instantly)
• QR-code & mobile wallet based payments (e.g., SnapScan, Zapper, etc.)
• “Buy now, pay later” and store-card options (subject to eligibility)
All payments are processed via Payfast and reflected immediately at checkout.
If you have any issues or your preferred method isn’t listed, please contact us at hello@capebag.co.za for assistance.
How do I track my order?
Once your order has been shipped, you will receive a confirmation email with a tracking number and a link to track your package.
What is your return policy?
How long do I have to request a return or exchange?
You can request a return or exchange within 30 days of receiving your order.
Which items are eligible?
• Items must be unused, undamaged, and in their original packaging.
• All parts, accessories, and manuals must be included.
• Custom-branded or printed items are not eligible for change-of-mind returns (unless faulty).
How do I start a return or exchange?
1. Email hello@capebag.co.za with your order number, item details, reason, and photos if applicable.
2. Our Returns Coordinator will review your request and issue a Return Authorisation Number (RAN) if eligible.
3. We’ll book a Courier Guy collection at our cost and send you collection details.
Where do returns go?
All returns are delivered to:
Cape Twines & Packaging
177 Albert Rd, Woodstock, Cape Town, 7925
How long do refunds or exchanges take?
• Refunds: 7–10 working days after inspection.
• Exchanges: 7-10 working days after inspection, with tracking details emailed to you.
Do I pay for return shipping?
No. For approved returns and exchanges, Cape Bag Group covers the cost of The Courier Guy pickup and return delivery.
What if my item arrives damaged or incorrect?
Please contact us within 7 days of delivery with photos. We’ll prioritise your collection and arrange a replacement or refund.
Need help?
Email: hello@capebag.co.za or call +27 (0)21 447 4352.
You can also review our full Refund Policy and Terms of Service in the site footer.
How can I contact customer support?
We offer multiple channels for contacting our customer support team. You can reach us via email at hello@capebag.co.za, by phone at +27 (0)21 447 4352, or through our live chat feature on our website. Our dedicated customer support representatives are available to assist you during our business hours.
Do you offer bulk discounts?
Yes, we offer bulk discounts on larger orders. Our bulk discount rates vary depending on the quantity and type of products you are interested in purchasing. To inquire about bulk discounts or to request a quote for a large order, please contact our sales team at hello@capebag.co.za or give us a call at +27 (0)21 447 4352. We'll be happy to provide you with pricing information and assist you with your bulk order needs.
How long does it take to receive my order?
Delivery times depend on several factors — including the size of your order, any custom branding or printing requirements, and your delivery location.
For most standard orders, you can expect delivery within 7–10 working days once payment has been received. You’ll also receive an estimated delivery timeframe and a Courier Guy tracking link during the checkout or order confirmation process.
For custom or bulk orders, our team will confirm specific lead times when you place your order to ensure full transparency and accurate delivery expectations.
Do you offer international shipping?
Please contact us to discuss your specific requirements and to obtain shipping details for your location.
We hope these frequently asked questions have provided clarity regarding our services. If you have any further inquiries or need personalized assistance, please don't hesitate to reach out to our team. We are here to help you find the perfect solution for your needs.