FREQUENTLY ASKED QUESTIONS [FAQ’s]
COVID 19 – LEVEL 2
Following the finalised trade regulations released by the Government, our couriers will be showing up to your homes, a safe distance from your doorstep, wearing masks and using sanitiser.
What does this mean for you?
You can now shop Halo Heritage’s full range of products.
How will deliveries be made safe during lockdown?
BEX couriers undertakes to:
Desanitise of all parcels in their warehouse
Constantly educate their delivery drivers
Equip all drivers with masks and sanitiser
Keep a safe distance from customers
Enforce resources to keep vehicles clean
Sanitise all delivery equipment
Do you ship internationally?
We currently only ship to South African addresses. All packages are shipped via BEX Couriers.
Can I only purchase products through the website?
Halo Heritage products are currently only available on www.haloheritage.com.
How much is shipping?
Shipping & handling charges are as follows:
Free shipping on all orders placed within South Africa over R750.00.
Orders under R750.00 are charged a standard R120 delivery fee.
Special delivery requests for overnight deliveries will be charged at R160.00.
Shipping costs are clearly shown at the checkout.
How long before I can receive my order?
The processing time for orders is 48 hours – once we receive a confirmed order and full payment. After your order has been shipped, delivery time within South Africa is 3-5 business days. Please keep in mind that during holidays or limited edition launches and restocks, this time may vary.
Can I change my order?
Please send an email to firstname.lastname@example.org as soon as possible. We will do our best to accommodate your request; however there is no guarantee that any changes can be made once an order is placed.
Can I cancel my order?
Unfortunately, we are not able to cancel an order once it has been placed.
Can I return my order?
If for any reason you are not completely satisfied with any of the products purchased from the website, you may return the products to us within 7 days providing:
the product is not damaged
product packaging has NOT been opened and is in its original packaging (including cellophane wrap, tamper proof seals and lids)
product is in an unused/unworn condition
product is re-saleable
empty or half empty product will NOT be accepted
products older than 1 month will NOT be accepted
In the unlikely event that a product arrives damaged, the customer must contact Halo Heritage via email on email@example.com within 48 hours of receipt. The customer must include photos of the issue and a screenshot of their order confirmation email.
Please note: Product will only be refunded once it has been returned to, and receipted by Halo Heritage, in its original, unopened, unused, undamaged packaging, along with the proof of purchase. Postage will not be refunded.
During COVID-19, NO products can be returned to Halo Heritage, unless the product is received damaged by the customer.
At Halo Heritage we rigorously ensure that all Covid-19 safety & sanitation protocols are strictly enforced to make sure our customers have peace of mind when receiving our Halo Heritage products.
Can I exchange my product?
We apologise but we currently do not offer exchanges, all sales are final.
How can I check the status of my order?
Once your order is confirmed and paid for in full, you will receive an email with a link to track your order.
Why was I charged twice?
You will only be charged for what you purchased; if you see duplicate charges, please allow a few days and the charge should correct and the issue should be rectified automatically. However, if it still remains and you are positive you only placed one order, please send us an email to firstname.lastname@example.org with a screenshot of the duplicate charge for further assistance.
I have not received an order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at email@example.com with your enquiry.
What forms of payment do you accept?
We accept online payments through Mobicred, Credit card via VCS (Mastercard, Visa, American Express), EFT and Snapscan.
My items arrived damaged, what should I do?
Please contact us immediately, within 24 hours of receiving the order, at firstname.lastname@example.org. Please provide us with your order number and some photos of the damaged product/s.
Halo Heritage will forward a returns form for you to complete.
Return the form via email with your proof of purchase.
I received incorrect item/s what should I do?
Please contact email@example.com within 24 hours of receiving the order, so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item you received.
I refused my delivery, where is my refund?
PLEASE BE ADVISED THAT REFUSED OR UNCLAIMED ORDERS WILL NOT BE REFUNDED.
My package is stuck and tracking shows no movement, what do I do?
For all orders, packages can only be considered lost if there has been no movement for 10 business days from the day it was shipped. Please send an email to firstname.lastname@example.org if your shipment shows no movement from the carrier's tracking information.
I put the wrong address on my order, please help!
Please be careful when entering your shipping address, as Halo Heritage will not be responsible for orders sent to an incorrect delivery address provided by the customer. Please contact email@example.com with details of your purchase and we will attempt to manage the change of address with the courier company.
How can I find out more information about a product?
Product details can be found on the product page of our website, but if you have more questions, please feel free to email us at firstname.lastname@example.org.
Does Halo Heritage offer a gift with purchase promotions?
Occasionally Halo Heritage will apply a gift with purchase to orders. Please note that unless otherwise stated, all free gifts applied to customers' orders are added while supplies last and are not guaranteed. All samples, packets, stickers and other products or merchandise are subject to change and subject to availability.
Why does my promo code/discount voucher not work?
This could be because your order doesn’t meet the terms and conditions of the promotion. Promotional codes have specific terms and conditions regulating when and how they may be used, such as minimum spend, qualifying purchases and the expiry date.
You may only apply one promo code per checkout.
If none of the above applies, please contact us at email@example.com.
Do I have to set up an account to place an order?
No. You do not have to have an account to place an order.
How do I create an account?
You can create an account by visiting haloheritage.com/account/login
How do I subscribe or cancel my email subscription?
You can easily subscribe to emails by visiting haloheritage.com/pages/signup. If you want to cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email subscription.
I forgot my password, what do I do?
To reset your password, go to insert details and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter the E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page: haloheritage.com/account/login
Where are your products manufactured?
Our products are made in South Africa, with globally sourced ingredients.
Are your products natural?
When possible, we choose naturally derived ingredients over synthetics in all formulations. All our product ranges are Paraben Free / Sulfate Free / Cruelty Free / Gluten Free / Vegan Friendly / Recyclable / Made in South Africa.
More details can be found here: https://haloheritage.com/pages/made-with-care
Do your products contain soy?
Are your products vegan friendly?
Does Halo Heritage use parabens or sulfates?
Halo Heritage does not use parabens or sulfates in any of our products.
More details can be found here: https://haloheritage.com/pages/made-with-care
Do you test products on animals?
Halo Heritage does not test products on animals. All of our products are cruelty-free.
Are the products safe to use for all skin types?
All products were formulated to be safe for all skin types, but if you have specific concerns, please consult your doctor with the list of ingredients found on our website.
Are your products safe?
Yes, all products have passed industry-standard testing.
Have your products all been tested by a dermatologist?
No, but all products have passed industry-standard testing.
What temperature do these products need to be stored at?
We recommend storing your products in a cool dry place, away from direct sunlight and excessive heat.
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