FAQs
1. How do I buy something ?
Step 1 – Select the product you would like to buy
Step 2 – Select “Add to Basket”
Step 3 – Type the text/name required if you would like your item to be personalised.
Step 4 – Type the personal message required if you like a card to be included in your purchase.
Step 5 – Enter your relevant Shipping and Billing address details (Make sure to fill in all 4 lines under the Shipping/Billing details).
Step 6 – Select your payment,
Step 7 – Select “Place Order” and you’re good to go.
Tips
– If you create a profile on our website, you won’t need to enter all your shipping/billing details every time you order. You can also view your past and current orders.
– If you are paying via Direct Bank Transfer (EFT), please make sure to email your proof of payment to sales@mebala.co or WhatsApp it to +27 72 943 9910 so that we can process your order.
2. I've placed my order (yay!) now what?
You will receive an email confirming your order and that your order is now processing. If you paid via Direct Bank Transfer, you will only receive this email once the proof of payment is received and approved by our sales team. (Check your spam folder as they sometimes end up in there)
If the item is in stock, your order will be dispatched to you within 24 hours. If the item is on backorder or custom-made, crafting will commence within 48 hours and then dispatched as soon as crafting has been completed.
You will receive an email with tracking details as soon as your order is picked up by our trusted couriers. Once picked up your order should be delivered within 3 – 5 business days, depending on where you are located.
3. I am having trouble with the courier and the delivery is not going to plan ?
Your order is our responsibility until it is delivered to your door and you are completely satisfied with your order. We will do our absolute best to ensure that your package is delivered as soon as possible. If you are having any issues, please contact us rather than the couriers. We have direct contact with a team of couriers who will give direct guidance so you don’t need to deal with call centres.
When tracking my parcel it says that it is delivered but I do not have it. Ok wow, we know this can be scary but do not stress. The courier will be liable if they cannot trace the parcel and redeliver it to you.
4. Who can I contact regarding my order?
You can reply to any mail sent to you regarding your order and one of our Client Services Specialist will contact you as soon as possible.
You can also select Contact us. We will then come back to you via email within 24 hours.
Alternatively, you can contact our sales team by emailing sales@mebala.co or through WhatsApp to 072 943 9910.
5. How do I order a custom-made design?
Free personalisation (engraving your name or preferred text) is an option that is offered at no additional cost on all products. You can specify the personalisation required when you place your order on the shop page.
We also offer customisation on all our orders. Don’t hesitate to get in touch with us on WhatsApp if you would like one of our designs to be altered to suit your unique style and preferences . The cost of the will depends on the customisations required.
Our aim is to provide the most efficient process possible for our clients. We assist our clients from the very beginning of their product concept, offering guidance on choices, design, style, and technical features. Our agile team structure enables us to respond promptly to crucial customer requirements without causing delays in decision-making processes.
With a wide range of available and up-to-date leather options and samples, we can quickly grasp the product idea and swiftly proceed to prototype creation. This service is available nationwide.
6. Do you ship internationally?
Yes we do, we ship to most countries. We charge a flat rate of R200 to all neighbouring countries. Delivery will be made within 7 – 10 days for products that are in stock and 10 – 14 working days for backorders and custom-made orders. We charge a flat rate of R1 500 for all international shipments. The delivery time for products that are in stock is 10 – 14 working days and 14 – 21 days for backorders and custom-made orders. We make use of FedEx for all international deliveries.
The delivery fee will automatically be added when you place your order on our website.
Unfortunately we do not ship to Russia and Ukraine.
Please note that we can not ship any leather care products as they are in aerosol cans. Due to airline regulations, no aerosol cans may be shipped on cargo flights
IMPORTANT: Please note that you may be asked to pay tax and duties to the tax authorities of the specific country upon import of the goods.
For more info regarding this, feel free to send an email to sales@mebala.co or to WhatsApp +27 72 943 9910.
WE WILL RESPOND WITHIN 2 HOURS
