Frequently Asked Questions
Find answers on shipping, returns, refunds, orders, and product quality at PrimeSelf. Visit our FAQs or contact support for quick help.
Secure Payment
How long does it take to process an order?
Orders are processed within 1 to 2 business days of payment confirmation. Once your order has been packed, you will receive a shipping confirmation email with tracking details. Delivery within South Africa typically takes 2 to 5 business days from dispatch, depending on your location.
Do you ship internationally?
At this stage we only deliver within South Africa. If you are outside South Africa and would like to shop with us, please contact our support team and we will do our best to help.
Track Order
How can I check the status of my order?
Once your order has shipped, you will receive an email with a tracking number and link. You can also log in to your PrimeSelf account and view your order status under My Orders. If you checked out as a guest, contact our support team with your order number and we will look into it for you.
What should I do if my tracking hasn't updated?
Tracking updates can take 24 to 48 hours to reflect, especially during busy periods. If your tracking has not updated after 3 business days, please contact our support team at info@primeself.co.za and we will check the progress of your order for you.
Orders & Shipping
Can I modify or cancel my order after placing it?
If your order has not yet been processed, we may be able to update the shipping address or cancel it. Please contact our support team as soon as possible with your order number. Once an order has been packed or handed to our courier, we are unable to make changes.
How long does shipping usually take?
Delivery across South Africa typically takes 2 to 5 business days from the date of dispatch. You will receive tracking details by email once your order is on its way.
Payment & Store Credit
How does Store Credit work?
Store credit may be issued if you return an item or as part of a promotion. It does not expire and can be applied at checkout in place of a payment method. If your order total is more than your store credit balance, you can pay the difference using any of our accepted payment methods.
What payment methods do you accept?
We accept major credit and debit cards through our secure payment partners, Paystack and Peach Payments. All transactions are encrypted to keep your details safe.
How do I earn and redeem loyalty points?
You earn points on every purchase when you are logged into your account. Points can be redeemed for discounts on future orders directly at checkout. Log in to your account to view your current points balance and available rewards.
Returns & Refunds
What is your returns and refunds policy?
If you are not completely satisfied with your purchase, you may return unused and unopened products within 30 days of receiving your order. Please ensure the product is in its original condition and packaging.
Once we receive and inspect your return, we will process your refund within 5 to 7 business days back to your original payment method. To start a return, please contact our support team at info@primeself.co.za.
What if my order arrives damaged or faulty?
If your order arrives damaged or faulty, please contact our support team at info@primeself.co.za within 30 days of receiving it, including your order number and a photo of the item. We will arrange a replacement or refund at no extra cost to you.
Account Info
Do I need an account to place an order?
No, you can check out as a guest. However, creating a free account lets you track orders, save your details for faster checkout, and earn and redeem rewards points more easily.
How do I update my account details?
You can update your name, email, password, or saved addresses by logging into your account dashboard. All changes are saved immediately and used for your future orders.