ORDERS
Can I change or cancel my order if it has not been dispatched?
How can I be sure that my order was received?
How do I enter a promo code for an online purchase?
Can I change the shipping address once I have placed my order?
How do pre-orders and shipping work if I order both in-stock and pre-order items?
When you place an order that includes both in-stock and pre-order items, we will ship the entire order once all items are available.
If you’d prefer to receive the in-stock items sooner, you can contact our support team to arrange separate shipping for an additional R100 fee.
What should I know about your defect/factory sale items?
We hold ourselves to the highest standards of quality, and we do not sell any products that fall below those standards. Our defect/factory sale includes items that may have minor cosmetic imperfections, prior versions of our products, or returned items with small, non-functional issues.
Once a year, we clear our warehouse through an online sale, offering these products at significant discounts. Due to the nature of the sale and the large discounts offered, all sales are final—items purchased during the factory sale cannot be returned or exchanged, and they do not come with a warranty.
PAYMENTS
What payment types does Orial Outdoor Online Store accept?
When is my card charged?
Does Orial Outdoor process my payment details?
Why has my card been declined?
Your card may have been declined for any of the following reasons:
- Your card may have expired. Check that your card is still valid.
- You may have reached your credit limit. Contact your credit card provider to check that you have not exceeded your authorized purchase limit.
- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
If none of these reasons apply to you, please contact your respective bank.
DELIVERY
How many days will it take to receive my order?
All orders received before 11am are processed the same day. Deliveries will be made during normal business hours, Monday through Friday, excluding weekends and bank holidays. See estimates below:
- Main Areas: 1-2 business days for Durban and Johannesburg. 2-3 business days for Cape Town.
- R100 nationwide. FREE for orders over R1000.
- *During sale periods, orders may take longer to process.
- *Payment authorization can delay the dispatch time up to 7 days.
Which carrier services do you use?
Can orders be shipped to an address different from the billing address?
What is your delivery policy?
- Delivery Charges: Free on orders of R1000 or more; R100 flat rate for orders under R1000.
- Delivery Geography: Orial Outdoor only delivers to residential addresses in South Africa. We do not ship to P.O. boxes or to farm/small holdings. Deliveries to farms will be accepted but will incur an additional surcharge.
- Delivery Address: It is your sole responsibility to ensure that your delivery address is valid and entered correctly. Should Orial Outdoor need to cancel your order due to an invalid shipping address being provided, you will be refunded in store credit and will not be entitled to a cash refund. Should we attempt delivery once without success, we will try to deliver again on the following business day and/or contact you via email or telephone to arrange for a second attempt at delivery. If there is nobody present to accept delivery of your order after repeat attempts at delivery, your goods will be returned to the sender and you will be refunded by Orial Outdoor less the shipping fee forgone. Should you, however, not accept a refund and, instead, wish to offer an alternative address for delivery, re-delivery will be charged at an additional rate.
- The couriers work independently and therefore it is not possible to request exact delivery times; please use an address where there will be someone present between the delivery window above of 10:00 – 17:00.
RETURNS & EXCHANGES
What is your return policy?
We allow you to return your items within 14 days from receipt of your goods. Returns must be unused, in the state you received them, and in the original packaging.
What is the process for changed mind or exchanges?
Process Overview:
To start the process, email us at support@orialoutdoor.com with your order number. Requests must be made within 14 days of receiving your delivery, and the item must be in its original packaging. We’ll arrange collection within 7 days of your request.
Changed Mind - Refund:
Customers are responsible for shipping the product back to our warehouse. Once inspected, a full refund will be issued. If you prefer, we can arrange collection and refund the order minus an R100 shipping fee.
Changed Mind - Exchange:
Customers are responsible for shipping the product back to our warehouse. We’ll issue a voucher for the full order value. Alternatively, we can arrange collection and issue the voucher minus an R100 shipping fee.
Terms & Conditions:
We reserve the right to reject returns or exchanges if items are damaged, used, or not in their original, resealable condition.
When will I receive my refund?
Once the item has been received and been approved, Orial Outdoor will process the refund the same day. Please note: the time for a payment services provider to refund you can vary depending upon the provider and may take up to 7 days.
What happens if I use a coupon and request a refund for part of my order?
If you use a coupon on your order and request a partial refund, the amount refunded will be the product price minus the coupon discount applied.
What if the product is damaged or defective?
Email us at support@orialoutdoor.com with your order number, photos, and a description of the issue. We will arrange collection within 3 days of request for inspection of the product.
If the product can be repaired, we will prioritize this option and advise on the respective lead time. You will have the option of refund or replacement should the product not be able to be repaired.
*Terms & Conditions: If you return a product we find not to be defective, you will not be entitled to a refund or exchange of said product, and will be held liable for the cost of returning the item in question to you.
What if the product received is not what I ordered?
In the unlikely event that the wrong product is delivered to you, please contact us at support@orialoutdoor.com to arrange for a return and redelivery of the correct items at no additional cost.
Refund process for products purchased on third-party platforms (Takealot, OneDayOnly, Amazon, etc.)
Please note Orial Outdoor is unable to accept and process a return or replacement directly with you if not purchased directly through our website. To initiate a return or replacement, please contact the respective site or shop where you made the purchase and follow their return policy. As per our agreement with these vendors, we are strictly unable to deal with returns directly, but rest assured you are covered by the same warranty, and the respective shop/site will process the refund under their own terms and conditions.
