FAQ

 General Information

  • How can I contact you?

Vicfame is an online retail store based in Cape Town, South Africa.

You can visit our online store at: www.vicfame.com

You may call us or send us a WhatApp on: 065 551 2237

or drop us a mail at: info@vicfame.com

  • What are your customer support hours?

Our customer support hours are from Monday to Friday 09h00 to 16h00, excluding public holidays.  But you are free to send us an email using our contact form outside of our business hours if you need urgent assistance; we will reply as early as possible. You are also free to place your orders on this site at anytime.

 Shopping with VicFame

  • Can I come and browse and buy products from your warehouse directly?

No.  We are exclusively an online shop and therefore have no physical store, showroom or payment facilities at our offices.  Browsing and purchasing of products is only available through our website.

  • What delivery options do you offer?

See our delivery options here.

 

 Shipping / Delivery

  • When will you ship my order?

Orders placed before 9 am during weekdays will be shipped on the same day.  Orders placed after 9 am will be shipped the next working day.

  • Do you ship outside South Africa?

Unfortunately not at this time.  However you can place an order for delivery within South Africa even if you don't live in South Africa. 

  • When can I expect delivery of my order?

If you live in a main city centre then approximate shipping time is 1-3 working days, nationwide. If you live in an outlying area delivery may take up to 7 working days. The shipping time of heavy goods, bulk purchases is generally 3-5 working days.

There are no deliveries on weekends or public holidays. 
  • What should I do if my order hasn't been delivered?

A number of unforeseen circumstances including but not limited to load shedding, hijacking, strikes, adverse weather, etc. could result in delay in delivery of your order.  We never plan for such delays, however they can occur.  It should be noted however that such delays as a result of factors beyond our control do not constitute grounds for refund or cancellation of orders which have already been shipped.

 Returns, Exchanges, Credits and Refunds

  • What do I do if I received a damaged item?
If your order is damaged, kindly send us an email as soon as it is received to info@vicfame.com so we can assist.  In your email, please include: your order number and a photo of the damaged item and/or parcel.  We also ask that you send this email no later than 7 days so that we can arrange replacement, credit or refunds.
  • Can I return something I purchased?
You can return any goods purchased from VicFame to us within 14 days of receipt.  To be eligible for a return, your item must be unused and in the same condition that you received it.  It must also be in the original packaging.  Please refer to our Refunds Policy for more information.
Please note: Should you wish to return an item which is not damaged, then a handling fee of 10% of the total order value applies.