FAQ
When will my order be delivered?
Lokalize strives to expedite deliveries within 2 to 7 days under normal circumstances. It is possible to track your delivery through our appointed 3rd party delivery service. This is the most current tracking information we have for your order. In the event of problems/delays our arrangement with couriers is to let you know via email/SMS/Whatsapp.
How can I check the status of my order?
After successful placement, the status of an order will only change when one of two things happens; a) that order is cancelled or b) the order is shipped. If you have not received notification of cancellation or shipping, then that order is still pending fulfilment.
I was told my order is expected to be delivered from a certain date, why has it not yet been sent?
Shipping of orders may be delayed due to unexpected out-of-stocks or delivery delays by vendors. Lead times indicated are purely indicative based on the feedback from our suppliers at the time of order. These situations are almost always caused by something outside of our control, such as manufacturing delays at our suppliers or knock-on effects caused by many other factors. Unfortunately, there isn’t much we can do about these situations other than keep you up to date as best we can, apologize profusely, and offer you a full refund should you not be willing or able to wait until your order is ready to be sent.
Why haven’t I received my payment confirmation email?
Payment confirmation emails are generated upon successful receipt of funds. To verify if your payment was processed, please check your Order History in your account profile. If you have any further inquiries, feel free to reach out to us for assistance.
What if there are items missing from my order?
More often than not, if you order from multiple vendors your order will have multiple order numbers, therefore each order number will be treated as a separate delivery, and sometimes even a few days apart. Please allow at least 5 working days to receive all the items you have ordered.
What do I do when the item I want is out of stock?
Lokalize and its vendors strive to keep up with the stock movement and trends. To inquire about out-of-stock items you strongly wish to purchase, simply go to the vendor list, select the vendor you would like to contact, then complete and send a contact form. The vendor will reply.
What if the item I bought is defective?
Lokalize pre-screens and tests products to ensure they meet manufacturer’s claims prior to listing them on the site. Orders are also checked prior to shipping. Should you receive a defective item please log a ticket by contacting our friendly Customer Service here.
Product has been delivered in damaged condition. What should I do?
Should a product arrive damaged, please notify us by contacting the vendor/seller via our website. Our support service will initiate a return process and we will arrange for collection at no charge. Once we have inspected the product and validated your claim we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds will be handled as speedily as possible. Bear in mind that refunds may take 1-4 working days to reflect in your account. Repairs and replacements could take longer, depending on parts / replacement availability.
What are my refund options?
We aim to refund you using your original payment method whenever possible. Alternatively, in most cases, refunds will be processed to your bank account. However, please note that due to delays in banking systems, it may take up to 5 days for the refund to appear in your account.
How can I return or exchange a product?
Returns or exchanges are available under specific conditions outlined in our Returns Policy. To initiate a return or exchange, please send an email to support@lokalize.co.za with your order number, details of the item you wish to return or exchange, and the reason. Please allow a few business days for us to process your request. Kindly note that a return courier fee applies to all returns and exchanges, and this cost will be communicated to you before collection. For exchanges, the dispatch of replacement items is subject to stock availability and/or production lead times.
How do I apply my Promotional codes/Gift Vouchers?
You can redeem only one voucher or coupon code per order. To apply a voucher or coupon, you have two options:
- Enter the code in the designated box on the Shopping Cart page.
- Enter the code in the provided box during the Checkout process.