FAQs
Registration
Do I need to register with Penmark?
Yes. We require all customers to register an online shopping profile for convenience and ease of shopping. Registering an online profile captures your basic information to ensure we can communicate all order updates
Are my personal details secure?
Yes, Registration and payment will require that certain personal information is provided which is/will be protected as per our terms and conditions page.
What happens if someone logs on using my details?
It is strongly recommended that personal login details and passwords be kept private to prevent anyone else from logging onto the website. An option to change passwords is available in the "Forgotten Password" section of the website.
Will I receive unsolicited emails and marketing information?
No. As part of the data capture process, by signing up for our newsletters or creating an online profile, a client will be given the choice of whether they would like to be kept informed or contacted in the event of special offers and promotions. An unsubscribe option will also be available should you no longer wish to receive these.
Orders
Can I order online if I do not live in South Africa?
Unfortunately, we only deliver within South African borders.
How do I know if my order has been successfully placed or not?
Upon completing an order and payment, you will receive an email confirmation and your order number.
My order has not arrived when I expected it to, what can I do?
Please allow 7 – 10 working days for delivery of your order, from date of payment for manufacturing and delivery of your parcel. If you have not received your order within this time, please use to contact us page for further assistance. (remember to reference your order number).
How do I cancel an online order?
An order can be cancelled by sending an email to shop@penmark.co.za requesting the cancellation (remember to reference your order number).
Payments
How can I pay?
Payment must be made using our Payfast system.
Can I pay cash or cheques on delivery?
No. Regrettably, cash payments on product delivery will not be accepted.
Are my details safe?
Yes, by using our Payfast system your details will always be protected.
Delivery
How long will it take for my order to be delivered?
Delivery should roughly take 3-5 working days once collected from our premises.
What does delivery cost?
The cost of delivery is R200 for orders less than R2500, which will be delivered to address given when you place your order.
When spending R2500 your delivery will be free!
Is there a minimum order for delivery?
No- we do not have a minimum order requirement.
Click & Collect Lead Time
You will receive a confirmation email when your parcel is ready for collection from our Factory Headquarters. This is only available for Port Elizabeth collection. Please note that a consultant will call you to schedule and confirm your collection with you. Available items will typically be scheduled within 3-5 working days.
Returns & Refunds
What is the return policy?
We stand behind the quality of our products and will accept returns, provided the following conditions are met:
All returns are dropped off at our designated location as per collection or we can arrange a courier to collect. We will take on the courier cost if the product was incorrectly delivered or if there is a manufacturing defect, however, courier fees for exchanges will be for the client.
We are contacted within 7 days of the goods being received the product has not been used, washed, damaged or soiled in any way and that it is still in its original packaging.
Custom-made items: Since each order is made to your individual specifications, we cannot accept any returns for any reason other than a manufacturing defect.
When contacting us regarding a return, please include your order number and reason for return on the correspondence.
As per the Consumer Protection Act (2011), customers are permitted to return goods within a period of 7 days as mentioned above, in the case of a manufacturing defect. Penmark reserves the right to have the product returned to us for inspection before a replacement is sent.
How will I be refunded for items bought online?
Should you require a refund, all refunds will be made via EFT.