Collection: Frequently Asked Questions (FAQ)

At Earthmelon, we understand that shopping online can sometimes leave you with questions. That’s why we’ve put together a list of frequently asked questions specifically for our South African customers. Whether you're curious about delivery times, payment methods, or our return policies, we’ve got you covered.

Below are answers to the most common questions we receive from shoppers like you:

• Do you deliver to all areas in South Africa?
  Yes! We proudly deliver across the country, from Cape Town to Johannesburg, Durban, Pretoria, and everywhere in between.

• What payment methods do you accept?
  We accept all major South African debit/credit cards (Visa, Mastercard) as well as EFT (Electronic Funds Transfer) and secure online payment methods like Mobicred and Zapper.

• How long does delivery take?
  Delivery typically takes 3-7 business days, depending on your location. Rural areas may experience slight delays, but we’ll keep you updated every step of the way.

• What are your return and refund policies? Detailed Answer:

1) Initiating the Return: Please log into your account on our website and locate the order you wish to return. Provide information about the items you will be returning by sending an email to info@earthmelon.co.za

2) Packaging and Labeling: Carefully pack the items in their original packaging, ensuring they are securely sealed.

3) Courier Collection: The responsibility for the courier cost and the safe return of the parcel to our depot rests with the customer. Please arrange with a reputable courier service to send the package and please email us on: info@earthmelon.co.za to send you the return address.

Please note that the cost of the courier service will be your responsibility. 

Verification and Refund Initiation: Upon receiving the returned items at our facility, our team will conduct a thorough inspection to ensure they are undamaged, and all components are present. Following this verification process, we will promptly initiate the refund.

Bank Details for Refund: To facilitate the refund process:

• Bank Name:
• Account Holder Name:
• Account Number:
• Branch Code:
• Swift Code(if applicable):

Rest assured that your refund will be processed as swiftly as possible once all verification steps are completed.

• My Order Never Arrived:
  We apologize for any inconvenience. Please check your email confirmation for the tracking number and tracking link. If that doesn't work, send us an email with your details and confirmation number.

• My Order Is Wrong or Damaged:
  Send us an email with your order details and we will work on fixing this right away.

• I Messed up the Address on my Delivery:
  We understand mistakes happen. Please send an email to info@earthmelon.co.za.

• I Would Like to Return My Order:
  Your right to cancel an order starts when you place your order and ends 14 days from the day you receive your goods. If you wish to cancel your order, you must return the items within 14 days of the cancellation. Items received after this time will be refused and sent back to you.

You are responsible for the safe return of products, including costs. It is recommended to insure your return parcel in case of loss or damage.

For more details, or if you don't see your question listed here, please feel free to reach out to us directly. We’re here to make your shopping experience as smooth as possible!contact us at: info@earthmelon.co.za