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Frequently Asked Questions

Do I need to register to shop online?

Yes you do. We need your email address and a password. It’s very quick. Click here to register

Is it safe to buy online?

Plastics Depot online shopping is 100% safe and secure. We subscribe to the highest security and encryption standards, ensuring our customers can shop with peace of mind. We do not store your card details so your confidential information cannot be accessed by anyone who is unauthorized to do so.

All credit card transactions are secured by Thawte Secure Socket Layers (SSL) encrypted. All online credit card payments are processed by the PayFast Internet Payment Gateway.  Card Holders may go to www.payfast.co.za to view PayFast’s security policies.

What forms of payment do you accept online?

At this stage we accept:

  1. Credit Cards, Debit Cards, Cheque Cards.
  2. Instant EFT payment by Ozow
  3. Direct Bank Deposit or Electronic Fund Transfer(EFT)
  4. Credit Payment by Payflex or Mobicred
Can I split the delivery ?

Sometimes, orders will be automatically split based on the available fulfillment method per item. If you select locker-delivery, but not all items in your cart meet the requirements of a locker, an alternative delivery method will be suggested.

You can choose not to split your order, and rather selected one preferred method of fulfillment that applies to all items in the shopping cart

Online exclusives cannot be collected in-store. these are only available for delivery directly to you or collect from our EDC at the following address: Unit 3, Bolt Park, Bolt Avenue, Montague Gardens, Western Cape.

How do I change my order?

Please contact us on 021 555 1400 to assist you.

Can I return online purchases ?

If you are not happy with your purchase, you have up to 14 days to return it to any of our authorized stores for a refund. Please ensure you retain all packaging, manuals, and accessories to allow us in processing the return in-store.

You may call us on 021 555 1400 who will oversee the refund process. Orders may only be refunded to the payment method they were purchased on. Our delivery fee is non-refundable unless otherwise stated. If you are unable to return your item to the store or for any particular reason, please contact our Online Customer Support Agent who can assist in putting you in touch with a courier for you to arrange your collection.

Collection fees may apply. Promotional, free, or bundled items that were part of the purchase must also be returned. Return & Refund Policy

Do I need to register to shop online?

Yes you do. We need your email address and a password. It’s very quick. Click here to register

What are the requirements for a password?

Plastics Depot attempts to make your online shopping experience as secure as possible. Passwords must contain characters from all three of the following categories:

  1. English upper case characters (A – Z);
  2. English lower case characters (a – z); and
  3. Base 10 digits (0 – 9)

Please note that the password can contain any of the following punctuation or special characters: !@$%&*

  1. Passwords must consist of at least 8 characters. Passwords containing 13 or more characters are often stronger.[Text Wrapping Break]
  2. Passwords must not contain the user’s account name or parts of the user’s full name.
How do I reset my password?

To keep things simple, we never change your password without you requesting it. If you have forgotten it for whatever reason, simply click the “Change My Password” Quick link on the Footer and we’ll get you back up and running right away.

I’ve registered online, but can’t remember my password

There is a “Forgot Your Password” link on the login page. You will be prompted to enter an email address to send a password reset email which will allow you to reset your password. Please make sure that you enter the email address you registered with. If your email address has changed, please contact us on 021 555 1400 so that we can keep our records up to date.

Will my password expire?

Nope, your password will never expire, but can be changed at any time as we’ve explained above.

What is an online exclusive?

A product that is marked “online exclusive” can only be bought online – this means you won’t find stock of this specific product in our stores. Online exclusive products can only be delivered via a courier or you may collect from our eDC, and not collected in-store

Can you guarantee stock?

As we are competitively priced and our stock sells on-demand, we cannot guarantee stock. However, we will try our best to source the items for you. We will be in contact with you should we encounter any problems with stock.

How do I complete my order?

Once you have everything you need, click on your trolley (the icon top right of the screen), you will be able to proceed to checkout and then pay with one of the secure payment methods. We will process your order as soon as a successful payment is received. If you have paid, but did not get to the order confirmation page or did not receive an email acknowledging your purchase, please contact us on 021 555 1400

What if I don't check out my items?

The products you have added to your cart will remain there until you either remove them, or they are automatically removed if they are no longer available for online shopping. Prices may change over time, especially as products can go on and off promotion. Be sure that the price that is in your checkout cart is the best price available at Plastics Depot at that point in time.

Can I split the delivery ?

Sometimes, orders will be automatically split based on the available fulfillment method per item. If you select locker-delivery, but not all items in your cart meet the requirements of a locker, an alternative delivery method will be suggested.

You can choose not to split your order, and rather selected one preferred method of fulfillment that applies to all items in the shopping cart

Online exclusives cannot be collected in-store. these are only available for delivery directly to you or collect from our EDC at the following address: Unit 3, Bolt Park, Bolt Avenue, Montague Gardens, Western Cape.

How do I remove something from my shopping cart ?

To the left of each item in your trolley, there is a red delete button which will remove the item from your trolley. You are also able to reduce and update your item quantity.

Can I order from another country?

Yes, but we can only deliver to addresses within the borders of South Africa. No deliveries are possible to other SADC countries (Namibia, Lesotho, Swaziland, Botswana, Zimbabwe or Mozambique)

How do I change my delivery address?

Once you are logged into online shopping, you can access My Account, navigate to My Details and My Delivery Address. You will have the ability to edit, add, or delete any delivery addresses. You can also change your address at the checkout stage.

How will I know if my order was successfully placed?

You will receive confirmation of your order via email, sometimes it takes a few minutes and sometimes such mail run into the junk box.

How do I change my order?

Please contact us on 021 555 1400 to assist you.

How do I cancel my order?

Please contact us on 021 555 1400 and a representative will assist you in cancelling your order. Note that a refund can take up to 10 days to reflect in your account.

What forms of payment do you accept online?

At this stage we accept:

  1. Credit Cards, Debit Cards, Cheque Cards.
  2. Instant EFT payment by Ozow
  3. Direct Bank Deposit or Electronic Fund Transfer(EFT)
  4. Credit Payment by Payflex or Mobicred
How much time do you allow to make a Direct Bank Deposit or Electronic Fund Transfer(Manual EFT)?

We allow 48 hours for you to conclude a Direct Bank Deposit or EFT payment. Should the payment not be made in this timeframe, the order will be cancelled.

Can I pay COD (Cash On Delivery)?

No unfortunately not. Payment must be made in full and reflecting in our account before delivery takes place.

Can I pay portions of my order with a combination of a Credit Card and EFT?

Unfortunately at this stage we do not split any transactions for online purchases. If you attempt to pay with one method and have insufficient funds, you will be taken back to the Collection/Delivery confirmation page, where you may re-attempt with a different payment method, or go back one step and remove items from your shopping cart.

How will I be refunded if I no longer want the purchase?

Refunds will be processed as per the original method of payment within 10 business days, EFT refund can take up to seven business days before it reflects in your account. If you paid via an EFT, we may request verification of your bank account details.

Can I choose to collect instead of accepting delivery?

You will have the option to collect when concluding your purchases online.

Where do you deliver to?

We only deliver within the borders of South Africa, and there may be additional charges for deliveries to outlying areas.

How will I know when my order will be delivered?

We have a “track you order” that can be viewed when you log into your account. You will also be receiving emails from our appointed delivery partner when your parcel is en route to you.

What will be the delivery cost for items purchased online?

Delivery costs vary and are charged according to weight, dimensions, and the area we are delivering to. When concluding your online transaction a delivery charge will be automatically calculated and included in your total. The minimum cost for delivery
will be R65.

I was not available to accept your delivery. How do I get my delivery now?

Please contact us on 021 555 1400 to make arrangements for an alternative delivery option. we reserve the right to charge you an additional delivery fee if an alternate date and time are required.

Can I change my order from collection to delivery or vice versa?

For changes to your order details, contact us on 021 555 1400.

How soon can I collect my order?

Orders can take up to 5 days to arrange. We will communicate with you informing you of the status of your order.

I captured the incorrect delivery address. How do I correct it?

Please contact us on 021 555 1400. If the delivery address is in a different area, charges may be incurred. If the order has not been dispatched, we will correct the address for you.

Can I return online purchases?

If you are not happy with your purchase, you have up to 14 days to return it to any of our authorized stores for a refund. Please ensure you retain all packaging, manuals, and accessories to allow us in processing the return in-store.

You may call us on 021 555 1400 who will oversee the refund process. Orders may only be refunded to the payment method they were purchased on. Our delivery fee is non-refundable unless otherwise stated. If you are unable to return your item to the store or for any particular reason, please contact our Online Customer Support Agent who can assist in putting you in touch with a courier for you to arrange your collection.

Collection fees may apply. Promotional, free, or bundled items that were part of the purchase must also be returned. Return & Refund Policy

My items were delivered broken. What do I do?

Should an item be damaged or defective, please contact us on 021 555 1400 immediately to arrange for the earliest convenient collection date. Please make a note of the delivery waybill of damages as well. Once returned to our EDC or the allocated store, the product will undergo an assessment following which a decision be made on the replacement of the item. Promotional, free, or bundled items that were part of the purchase must also be returned. Return & Refund Policy

You delivered the incorrect item. What do I do?

Should an item be incorrect, please us on 021 555 1400 to arrange for the earliest convenient collection date. Once returned to our eDC or the allocated store, the product will undergo an assessment following which, the correct item will be dispatched. Promotional, free or bundled items that were part of a purchase must also be returned. Return & Refund Policy

The item I purchased is not suitable and want to exchange it for something else. What do I do?

You may bring the item back to the allocated store for an exchange or contact us on 021 555 1400 to make arrangements for the collection of the item. Promotional, free or bundled items that were part of a purchase must also be returned. Please note that there will be collection cost involved . Return & Refund Policy

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