PLEASE SEE BELOW FAQ’S
Is online shopping safe?
At PG Empire Online, we take security very seriously, in our store and especially online. Rest assured that we’ve taken every precaution, using the latest security technology to ensure your personal details are safe and secure with us. All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we partner with a leading South African payment processor. We also insist that all credit card payments use 3D Secure processes (such as MasterCard’s SecureCode and Verified by Visa) so you will be prompted for a one-time PIN when purchasing to prevent you from fraudulent transactions. In short, this means that we’ve done everything we can to ensure that your details are always safe and secure.
What do I need to shop online?
Not much at all. Like everything at PG Empire Online, we’ve kept things really simple:
You need to be 18 years or older and have a valid email address.
Please get in touch if you have any problems or questions by emailing us [email protected]
What are the requirements for a password?
PG Empire Online attempts to make your online shopping experience as secure as possible. Passwords must contain characters from all three of the following categories:
English upper case characters (A – Z);
English lower case characters (a – z); and
Base 10 digits (0 – 9).
– Please note that the password can contain any of the following punctuation or special characters: [email protected]$%&*
– Passwords must consist of at least 6 characters. Passwords containing 10 or more characters are often stronger.
– Passwords must not contain the user’s account name or parts of the user’s full name.
How do I reset 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 [email protected] so that we can keep our records up to date.
What forms of payment do you accept online?
At this stage we accept:
Credit cards: MasterCard and Visa credit cards that are 3D Secure enabled through Payfast.
Ozow Payments is another secure method of payment that we have enabled for your convenience and peace of mind.
Can I return online purchases?
If you are not happy with your purchase, you have up to 14 days to return it for a refund. Please ensure you retain all packaging, manuals and accessories to allow us in processing the return in store.
You may email our Support team at [email protected] 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 and a collection fee equivalent to the full delivery fee will be deducted from the refund as the collection fee. Promotional, free or bundled items that were part of a purchase must also be returned. Returns Policy
How do I complete my order?
Once you have everything you need, click on your basket (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 [email protected]
How do I change my delivery address?
Once you are logged into online shopping, you can access My Profile, 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 you registered with.
How do I cancel my order?
Please contact our Online Support Centre at [email protected] 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.
Can I choose to collect instead of accepting delivery?
Unfortunately, items sold by our Online store cannot be collected in-store or from pick-up lockers at this stage – these are only available for delivery directly to you.
Where do you deliver to?
We deliver nationwide with our trusted courier company. Please refer to our ‘Terms and Conditions’ for any other queries.
What will be the delivery cost for items purchased online?
Delivery costs are charged according to distance and size of transaction, dimensions and the area we are delivering to. When concluding your online transaction a delivery charge will be automatically calculated and included to your total value of your purchase.
I was not available to accept your delivery. How do I get my delivery now?
Please contact [email protected] to make arrangements for an alternative delivery option. As a confirmation of delivery is sent prior to delivery, PG Empire Online will charge you an additional delivery fee.
I captured the incorrect delivery address. How do I correct it?
Please contact our Online Support Centre at [email protected] . 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.
The item I purchased is not suitable and want to exchange it for something else. What do I do?
You may contact our Online Support team at [email protected] 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 fee. Returns Policy
My items were delivered broken. What do I do?
Should an item be damaged or defective, please contact our Online Support team at [email protected] immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the 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 a purchase must also be returned. Returns Policy
Does PG Empire Online share my payment details with other businesses?
PG Empire Online manages all of your payments and accounts as well as any returns, so you can still expect the great value and absolute peace of mind you have become accustomed to when shopping at pgempireonline.co.za . Do not forget to check back regularly to see what new products we have added. The process of ordering off the PG Empire Online website is easy and you can be confident that there is no difference in ordering a product fulfilled by PG Empire Online.