Frequently Asked Questions

Welcome to our FAQ section. Here you'll find answers to common questions about orders, cancellations, returns, and refunds at Zeesvibevault.

Order Cancellations

Can I cancel my order after it's been placed?

Yes, you can cancel your order within 24 hours of placing it, as long as it hasn't been dispatched yet. Please get in touch with us immediately with your order number to request a cancellation.

What happens if my order has already been dispatched?

Once your order has been dispatched, it cannot be cancelled. However, you can return the item(s) once you receive them in accordance with our 30-day return policy.

How do I cancel my order?

To cancel your order, please contact our customer service team as soon as possible with your order number and request. We'll process your cancellation if it's within the 24-hour window and hasn't shipped yet.

Will I get a full refund if I cancel my order?

Yes, if your cancellation is processed successfully within the 24-hour window, you will receive a full refund to your original payment method.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy from the date of delivery. Items must be unused, in their original condition, with all tags attached and in original packaging to be eligible for return.

Which items cannot be returned?

For hygiene and safety reasons, we cannot accept returns on intimate apparel, earrings, and personalised or customised items. All other items are eligible for return within 30 days.

How do I start a return?

Contact our customer service team with your order number and reason for return. We'll provide you with return instructions and a return authorization number if applicable. Please don't send items back without contacting us first.

How long does it take to receive my refund?

Once we receive and inspect your returned item(s), we'll process your refund within 5-10 business days. The refund will be issued to your original payment method. Please allow additional time for your bank to process the refund.

Who pays for return shipping?

You are responsible for return shipping costs unless the return is due to our error (such as receiving a damaged, defective, or incorrect item). Original shipping costs are non-refundable.

Can I exchange an item instead of returning it?

Yes! If you'd like to exchange an item for a different size or colour, please contact our customer service team, and we'll be happy to arrange an exchange for you.

What if I received a damaged or wrong item?

We sincerely apologize if this happens. Please contact us immediately with photos of the damaged or incorrect item and your order number. We'll arrange a replacement or full refund at no cost to you, including return shipping.

How do I track my return?

We recommend using a trackable shipping method when returning items. Once we receive your return, we'll send you a confirmation email and update you on the refund status.

Shipping & Delivery

Where do you ship?

We ship to addresses within South Africa and select international locations. Shipping options and costs will be displayed at checkout based on your delivery address.

How long does delivery take?

Delivery times vary based on your location and selected shipping method. You'll receive an estimated delivery timeframe at checkout and tracking information once your order ships.

What if my order is delayed?

While we strive for timely delivery, we're not responsible for delays caused by courier services or customs processing. If your order is significantly delayed, please contact us and we'll help track it down.

Payment & Security

What payment methods do you accept?

We accept major credit cards and other secure payment methods as displayed at checkout. All payments must be received in full before orders are processed.

Is my personal information secure?

Absolutely. We're committed to protecting your personal information in accordance with POPIA (Protection of Personal Information Act) and implementing appropriate security measures to safeguard your data.

Do you store my payment information?

We use secure, trusted payment processors and do not store your complete payment card details on our servers. Your payment information is encrypted and handled securely.

Account & Privacy

What are my rights under POPIA?

Under the Protection of Personal Information Act, you have the right to access, correct, or request deletion of your personal information. You can also object to processing and withdraw consent for marketing communications. Contact our Information Officer for any POPIA-related requests.

How do I unsubscribe from marketing emails?

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link at the bottom of any marketing email or by contacting our customer service team.

Still Have Questions?

If you can't find the answer you're looking for, we're here to help! Please contact our customer service team through our website, and we'll be happy to assist you with any questions or concerns.

Last updated: 18 January 2026