Frequently Asked Questions
There’s something I don’t understand or something has gone wrong with my order. Who can I talk to?
First check the FAQs portal to see if we have an answer there for you. Make sure you have filled in all the fields correctly, including your payment details. If something is still not right it could either be a network issue or another IT problem. Describe what is going wrong and we’ll get back to you. Email: firstname.lastname@example.org
How do I shop on this site?
It’s really easy and reliable. Just follow the instructions.
- Choose the item(s) you want to buy.
- When you’re done shopping, click on Checkout.
- Enter your customer information, before continuing to the payment method.
- After clicking ”Complete order”, you will be redirected to PayGate to complete your purchase securely.
- You’ll then be asked for your payment details.
- Click Pay and your order is complete!
All that’s left to do is to collect your order on event. Please take note of the different collection points, and specify which event you will be collecting at. Collection will be available at Registration Only. Also remember to bring your confirmation invoice when collecting your order
Can I make changes to my order?
The only changes you can make to your order – once you have completed your purchase – is the size of the garment and the collection point. You can only make these changes within 2 hours of completing your purchase.
Email and tell us clearly the change you want to make quoting your order number in the subject line. Email: email@example.com
Can I cancel an order?
You only have 2 hours to cancel your order from when you’ve completed it.
Place your order number in the subject line and tell us what you need to cancel. Email: firstname.lastname@example.org
Do I have to pay to create an account?
No. Your FNB Wines2Whales account is free.
How do I know it’s safe to shop at FNB Wines2Whales?
What payment options do I have?
We accept credit cards, Mastercard and Visa. Through a 3-D Secure authentication system your details are verified with your bank before you’re taken directly to your bank’s platform via a secure link. Your details are at no point able to be accessed by any third party.
CLICK AND COLLECT
Where do I collect my order on event?
Collection will only be available at Registration at Lourensford. Please visit us at the FNB Wines2Whales Merchandise Store to collect your Order. The Store will be located in the Lourensford wine tasting area as you walk through to registration. You won’t miss us!
Collection Days for your order:
- Chardonnay – Thursday, 24 October
- Pinotage – Sunday, 27 October
- Shiraz – Thursday, 31 October
I won’t be able to collect my order at Registration?
Please email email@example.com. We will arrange for your order to be available on event at the FNB Wines2Whales Merchandise Store in Oak Valley. Alternatively, we will keep your order safe and you may pick it up after event at our office – 2nd Floor, 21 Pepper Street, Cape Town.
What time will I be able to collect my order at Registration?
The FNB Wines2Whales Merchandise Store will be open from 13:00 – 19:00 on Registration day. Your order will be ready for collection in store.
How long does it take to deliver my order?
It should take no more than 3-5 working days to deliver any order.
Can I have my order delivered to my place of work instead of home?
Yes, you can. Simply fill in your work address and your order will be delivered.
What if I’m not there when my order is delivered?
Not to worry. The courier will leave their details on a card should you not be at home/work for any particular reason. It’s just a matter of contacting them and arranging a suitable time for delivery.
I still haven’t received my order. Where is it?
You can contact our customer service on firstname.lastname@example.org. Please expect delays during non office hours and over the festive season when the FNB Wines2Whales office will be closed.