Frequently Asked Questions
Where do you deliver?
We deliver within South Africa using The Courier Guy. Delivery costs R100 per order. Collections are not available.
How long does delivery take?
Delivery usually takes 2–5 working days after dispatch. Remote areas and locations with limited courier service days may take longer. Your tracking details will be emailed once your order is dispatched.
When will my order be dispatched?
Orders with confirmed payment before 14:00 on a working day are dispatched the same day. Orders paid after 14:00, on weekends or public holidays are dispatched the next working day. For EFT payments, funds must reflect in our bank account before dispatch; proof of payment alone does not confirm cleared funds.
How do I track my order?
Once your order is dispatched, we’ll email you your tracking number and a link to track your parcel with The Courier Guy. If you haven’t received it, check your spam or junk folder, or email info@thepuffgoblin.co.za with your order number.
Can I collect my order?
We don’t offer collections. All orders are sent through The Courier Guy using the delivery option selected at checkout.
We don’t offer collections. All orders are sent through The Courier Guy using the delivery option selected at checkout.
Select EFT / Direct Bank Transfer at checkout. Our banking details will appear after you place your order and in your order email. Use your order number as the payment reference and email your proof of payment to info@thepuffgoblin.co.za. Your order will remain on hold until the funds reflect in our bank account.
What if I entered the wrong delivery address?
Email info@thepuffgoblin.co.za as soon as possible with your order number and the correct delivery details, including your suburb, postal code and cellphone number. We’ll check whether the address can still be changed. Once your parcel has been dispatched, changes depend on the courier and may involve additional costs.
What should I do if my order arrives damaged or something is missing?
Email info@thepuffgoblin.co.za as soon as possible with your order number and details of the problem. Where possible, include clear photos of the parcel, packaging and affected items. Keep the packaging while we investigate so we can help resolve the issue.
What if I haven’t received my order confirmation email?
Check your spam or junk folder first. You can also sign in to My Account and check the Orders section. If you still can’t find your confirmation, email info@thepuffgoblin.co.za with the name and email address used at checkout so we can check your order.
How can I contact you about my order?
Email info@thepuffgoblin.co.za and include your order number, if you have one, along with a short explanation of what you need help with. Never send your card details, banking password or one-time PIN.
What does “On hold” mean for my EFT order?
We’ve received your order and are waiting for the funds to reflect in our bank account. Sending proof of payment does not automatically change this status. Once we confirm the funds have cleared, we’ll update your order to Processing and prepare it for dispatch.
Does the delivery estimate include weekends and public holidays?
Our estimated delivery time of 2–5 working days starts after dispatch and excludes weekends and public holidays. Delivery times may vary depending on your location and the courier’s service schedule.
What delivery details do I need to provide?
Please provide your name and surname, full street address, suburb, town or city, postal code, cellphone number and email address. If you live in a flat or complex, include its name and your unit number so the courier can find you.
Can someone else receive my parcel?
If someone will receive your parcel on your behalf, please make sure they know a delivery is expected. For any special delivery arrangements, email info@thepuffgoblin.co.za with your order number so we can check what is possible with the courier.
What should I do if my tracking hasn’t updated?
Tracking may take a little time to update after your parcel is handed to the courier. If it appears stuck or your parcel hasn’t arrived within the estimated delivery period, email info@thepuffgoblin.co.za with your order number and tracking number so we can investigate.
Where can I read your policies?
You can find our Privacy Policy, Terms and Conditions, and Returns Policy through the links in our website footer. If you need help finding a policy, email info@thepuffgoblin.co.za.