FAQs

What can we help you with?

HOW LONG DOES SHIPPING TAKE?

Tololi offers 2 convenient methods of shipping: Shared and Standard

  • Shared express: estimated shipping time 15 to 30 calendar days
  • Standard shipping: estimated shipping time 21 to 60 calendar days

    HOW MUCH DOES SHIPPING COST?

    Shared express price associated with each item is displayed at checkout.

    Standard shipping is FREE! All orders of R350 or more of eligible items across any product category qualify.

      WHERE DOES MY ORDER SHIP FROM?

      Tololi is based in Cape Town but has an office in Shanghai (China).

      Your order is shipped from a variety of suppliers in China.


        WHERE IS MY ORDER? HOW CAN I TRACK THE STATUS OF MY ORDER?

        Shipping notifications will be sent to you whenever the status of your order changes.

        Email notifications will be sent to you through WhatsApp or SMS.

        You can track your order by using your email and order number via our Chat Box.

        Unfortunately, our customer care team doesn't have the possibility to speed up the delivery or give you more information than already provided.

        WHAT HAPPENS IF A PRODUCT IS MISSING FROM MY SHIPMENT?

        If you received an incomplete delivery you can notify us here, then our friendly customer service team will be in touch with you to assist.


          HOW DO I CHANGE MY SHIPPING ADDRESS?

          Before placing your order on Tololi, you can change the shipping address directly in your shopping cart.

          Once your order has shipped, it's no longer possible to change the address. Please contact us with your tracking numbers so that we can reroute your order to another address.


            WHAT ARE MY DELIVERY OPTIONS?

            Tololi offers convenient methods of delivery:

            Courier - We deliver directly to your home or office, anywhere in South Africa

                WHAT HAPPENS WITHIN THE PROMISED DELIVERY LEAD TIME?

                We provide an estimated delivery date and a maximum delivery date for every item ordered from Toloi.

                Shared express: 15 calendar days is estimated delivery date and 15 to 30 is a maximum delivery date

                Standard shipping: 21 calendar days is estimated delivery date and 21 to 60 is a maximum delivery date

                Within the delivery time, Tololi will provide to the customer all available information on the status of the order.

                WHAT HAPPENS AFTER THE DELIVERY TIME HAS ELAPSED?

                With our Money Back, if your order isn’t delivered by the maximum delivery date, we’ll give you a full refund. You will have 10 calendar days to raise a claim/dispute in order to be refunded for your order.

                Please note that claims due to the COVID-19 Lockdown are not valid

                HOW DO I RETURN A PRODUCT?

                All items may be returned within 7 days of delivery. To return an item, please contact Customer Support. For more information, please review our Return Policy.

                CAN I EXCHANGE AN ITEM?

                Unfortunately, we currently don't offer item exchanges. We may be able to help replace an order if it doesn't meet your satisfaction. Please contact our Customer Support for more help.

                CAN I CANCEL MY ORDER?

                You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Return Policy.

                HOW DO I CANCEL MY ORDER?

                If your order was placed, you can go to your Order History and click cancel my item.

                After clicking this option, your order will be cancelled and no charges will occur. If your order has already been processed, you'll be covered under our Return Policy.

                WHAT'S THE STATUS OF MY REFUND?

                Returns

                Refunds for returns will be processed once the returned item has been received and inspected at our warehouse. It takes 3 to 5 days from drop-off to receive and inspect the items at the warehouse. Once inspected it takes up to 5 working days for the refund to reflect in your account. 

                We’ll also keep you updated on the progress of your return and refund via email. 

                Cancellations

                If items have been cancelled from your order due to an inventory error we’ll notify you via email & issue a refund.

                • If you paid with Credit or Debit card funds, we’ll transfer the money directly back to that account. It will take up to 5 days to reflect in your account.

                Please note that we only refund to the payment method that you originally used – i.e. payment by credit or debit card will be refunded to the same card.

                CAN YOU ISSUE MY REFUND TO A DIFFERENT CARD IF MY CARD IS CANCELLED, LOST, EXPIRED, OR STOLEN?

                We can only refund your money to your original payment method and we are unable to issue refunds to a different card, different account, or different payment method. For more information please review our Return Policy.

                We recommend that you contact your card issuer for help with receiving a refund if your card was cancelled, lost, or the account was closed.

                I CANCELLED MY ORDER. HOW WILL I RECEIVE MY REFUND?

                Depending on your payment type, your refund will be automatically applied back to your account.

                WHAT IF I RECEIVED A DAMAGED PRODUCT?

                If you notify us within 7 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

                • replace the correct product to you (if the correct product is available) or;
                • offer you a voucher with the purchase price of the product or;
                • refund you with the purchase price of the product.

                HOW LONG DOES IT TAKE FOR A REFUND TO BE PROCESSED ONCE MY RETURN IS PROCESSED?

                Refunds may take 3-5 business days to reflect in your bank account.

                WHAT IF I CAN’T FIND THE PRODUCT I WANT ON TOLOLI WEBSITE?

                If you are unable to find the product you are looking for, use our Request service and let our team source the product for you. Just like that!

                IS YOUR PRODUCT AVAILABLE FOR WHOLESALE PURCHASE?

                Yes, they are! For quantities above 12 please feel free to Contact Us.

                WHAT PAYMENT METHODS DOES TOLOLI ACCEPT?

                Payment can be made by:

                • Credit card: VISA & Mastercard
                • Debit card: VISA & Mastercard (must be 3D Secure enabled)
                • Payfast Instant EFT
                • Mobicred
                • Zapper

                We cannot accept cash, bank transfer, or payment in instalments. Please note that the list of available payment methods may change.

                WHAT IS USER FEEDBACK?

                User feedback (ratings, comments and images/video) helps our users determine whether an item will satisfy them or otherwise fit their needs. To encourage submission of feedback, Tololi may offer small incentives, such as reward points, that over time and additional feedback may lead to discounts or other benefits within the service.

                Users can submit feedback, including a star rating, comments and photos or videos, for products. In order to submit feedback, a user must first purchase an item.

                Feedback is typically reviewed for compliance with applicable guidelines and policies before it is displayed to others. Feedback that does not comply with guidelines and policies may be edited or may not be displayed to others. For example:

                • A comments or images containing, or portraying profanity or other offensive content may not be displayed to others.
                • A review containing low quality images, such as images that do not focus on the item or that are blurry, may not be published or it may be displayed to others but without the low-quality image(s).
                • When feedback is deemed negative, photos or video included in the feedback may not be displayed to others.
                • If a photo or video shows damaged or incorrectly manufactured items, then the photo or video may not be displayed to others.

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