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FAQ overview

Questions

General

Answers

General FAQ's?

1. I am experiencing technical difficulties on the site – who can help me?

Please contact us on our customer care line 0861 1777 30 (Mondays to Fridays, 8:00 – 18:00) or send an email to info@erato.co.za and we will do our best to assist you.

 

2. I’ve found my must-have items(s)! How do I buy them?

Shop

Once you have browsed through the site and found an item you wish to purchase, first select the relevant size and colour (if applicable) and then click the “Add to Cart” button. You are able to add as many items as you like to your cart.

Pay

When you have finalised your selection, click on the “Cart” button on the top right hand side of the screen. This will show you the details of the items you have in your cart.

If this is correct, click on the “Proceed to Checkout” button. You will then be directed to the account login/register page. If you have not yet registered with us, you are easily able to do so by completing the new customers sign-up process. If you have already registered with us, login to your account using your email address and password. You will be presented with the items in your shopping cart again, click “Proceed to Checkout”.

You will then need to enter your credit card details and the One Time Password that you receive as ansms on your cellphone to complete the payment. You will receive an email from us confirming that your purchase was successful.

Delivery

Depending on where you live, you order will be delivered to you within 2-7 working days. Once your item has been shipped, you will receive a shipping confirmation email from us, providing you with the relevant tracking number for your order.

 

3. What methods of payment are available?

You are able to make purchases directly from the website using a Visa or Mastercard credit card. Alternatively, we can email you an invoice to make payment via EFT (online transfer) or cash deposit. Please send us an email on info@erato.co.za if you would like us to invoice you.

 

4. Is my credit card information safe?

We use MyGate as our payment processing gateway, which is a PCI compliant vendor, to ensure your payments are safe and secure. We have also installed the 3D Securefunctionality, which requires you to enter a One Time Password when making payment, thereby limiting fraudulent activity.

 

5. How do I know if the item will fit me?

If you are unsure as to the size you require, please contact us on 0861 1777 30 and we can provide you with the exact measurements and advise you accordingly.

 

6. What happens if I receive the item and it doesn’t fit?

Please contact us on 0861 1777 30 or info@erato.co.zaand we will arrange for the item to be collected from you and exchanged for a different size. We offer free returns and therefore this process will not involve any cost to you.

 

7. How long will it take before I receive delivery of my order?

Depending on where you live, your order will take 2 – 7 working days to be delivered. Once your order has been shipped, you will receive a shipping confirmation email from us with the relevant tracking number for your order.

 

8. What is the process for returning an item?

If you would like to return an item, please contact us on 0861 1777 30 or email us on info@erato.co.za. We will arrange for the item to be collected from you – we offer free returns and therefore this process will not involve any cost to you. Provided that the item is returned in a “re-saleable” condition, we will provide you with a full refund within 10 working days of receiving the returned item.

 

9. How do I use my voucher/coupon code?

Voucher/coupon codes must be entered during the checkout process. Enter the relevant number into the box marked “Voucher/Coupon Code” and then click the “Redeem” button. This will automatically reduce the amount payable by the value of your voucher/coupon.