FAQ

FAQs we're here to help

How do I track my order?

Malkop.com has partnered with several domestic couriers to provide customers with flexibility of cost to convenience of delivery. Once an order is placed you will be provided with a confirmation email that contains the tracking number and billing details. Furthermore you will receive updates via email on which checkpoints your parcel has gone through. For your peace of mind you may also track your parcel using the tracking number.

When will my order ship?

Once payment reflects then you order will be released for delivery, it may take 2 – 7 days to reach your delivery point depending on the remoteness of the destination and your delivery option.

What are my payment options and are they secure?

Malkop.com has partnered with PAYFAST payment portal, that that complies with PCI-DSS Level 1 security protocols, and can process both local and international [VISA & MASTERCARD] credit cards and cheque / debit cards, with a variety of fraud protection mechanisms in place to protect users. An Instant EFT option enables customers to make payments with traditional internet banking with SA’s four biggest banks. The electronic funds transfer (EFT) gets verified instantly and is processed securely. Our store makes run off Woocommerce that uses an SSL certificate to ensure security. Unfortunately, we do not at this time accept American Express or Cheques.

What happens if there's a problem with my order? (Damaged or lost delivery)

We take such matters very seriously and will look into individual cases thoroughly but we still ask you to please inspect your order carefully upon delivery. Any case that falls under the below categories should not be thrown away before taking photographic proof and emailing the photograph to info@malkop.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

In the event of damaged / lost items received, we will require photo proof of the affected order and your Waybill in order for us to investigate and review before a decision is made to re-send the items to you, subject to availability. In light of this, any items that falls into this category should not be thrown away before taking photographic proof and emailing the photo to us at info@malkop.com

In case of items damaged / lost during delivery, despite our best efforts to ensure it is packed to endure the journey, there is a period of 7 days in which you may make us aware of the situation. At such time, photographs of the exact received condition with a brief description of the situation should be forwarded to info@malkop.com ​for record purposes, that may be required by the courier at a later stage. At such time that the error on our behalf may be confirmed we will gladly process a full refund including shipping charges.

In the event of lost mail, we will locate the delivery team and if there’s a clear indication that your order is indeed lost, we’ll re-send the order to you at no cost, subject to availability.

What is the return and exchange policy?

In case of not being satisfied with your purchase we will gladly accept the items once prior written communication has been acknowledged and all formal Return Procedures have been cleared. This is only possible in cases where the items are still unused and in their original packaging condition without that being tampered with. However, please note that shipping and taxes are not refundable and that you will be liable for both the return shipping cost and any other cost incurred as well as any damages that may occur during the return delivery. May we kindly request that in such a case you inform our store of the tracking number via info@malkop.com 
In the event of an exchange, there is a period of 7 days from purchase in which you may return products for exchange or store credit, no questions asked. *Subject to Returns Procedures.
In case of food items there is a strict no return or exchange policy unless the items were damaged during the delivery process.
In case of sale items there is a strict no return or exchange policy and such purchases are considered as final. 

How do I sign up/unsubscribe to your newsletter?

You may sign up to receive our store newsletter and get rewards. You may unsubscribe to our newsletter by contacting us via info@malkop.com or use the link in our newsletters at the bottom of the page.

I love Malkop.com - How do I list my products with you?

Should you want to become a supplier to Malkop.com you are welcome to contact our offices via info@malkop.com to become a listed vendor with us.

You don't have what I'm looking for - can you get it?

Should there be a product you are looking for but can not find listed on our online platform, we may just have it off-line, please do not hesitate to contact us with your inquiry via info@malkop.com.

Still have a question?

Please feel free to send an inquiry by completing our contact form.

X