FAQs
📦 SHIPPING & DELIVERY
Q: Do you offer free shipping?
A: Yes! We offer free shipping South Africa-wide on all orders.
Q: How long does delivery take?
A: Orders are shipped via CJ Dropshipping. Delivery typically takes 10–25 working days, depending on your location and customs clearance.
Q: Can I track my order?
A: Yes. Once your order ships, you’ll receive a tracking link by email. You can also use our Track My Order page.
Q: Where do your products ship from?
A: Our products are shipped from CJ Dropshipping’s global warehouses, mainly in Asia or the US.
🔁 RETURNS & REFUNDS
Q: Can I return my item if I change my mind?
A: Unfortunately, we do not accept returns for change of mind. Please choose carefully before buying.
Q: What if my product arrives damaged or defective?
A: You’re covered! If the item is damaged, defective, or incorrect, please contact us within 30 days of delivery. We’ll send a replacement or refund according to our Returns Policy.
Q: How long do I have to request a return?
A: For defective or incorrect items, you have up to 6 months under the Consumer Protection Act (CPA), but we recommend reporting the issue within 30 days for quicker service.
Q: Will I need to ship the product back?
A: In most cases, no. CJ Dropshipping usually doesn’t require the product to be returned, as long as you provide clear photo/video evidence.
💬 SUPPORT
Q: How do I contact EcoSmart Living?
A: You can email us at support@ecosmartliving.co.za or use the 24/7 live chat widget on our website.
Q: Do you offer phone or WhatsApp support?
A: No. We currently only offer email and live chat support. This allows us to track queries and respond faster.
Q: How quickly do you respond?
A: We reply to emails within 1 business day. Live chat is monitored around the clock for quick help.
🛒 ORDERS & PAYMENTS
Q: How do I know if my order went through?
A: After checkout, you’ll receive a confirmation email. If you don’t see it, check your spam folder.
Q: Is payment secure on your store?
A: Yes. All payments are processed through Shopify’s secure checkout system, using industry-standard encryption.
Q: What payment methods do you accept?
A: We accept major credit and debit cards, and other secure methods like PayPal (depending on availability at checkout).