FAQ

To help you get the quickest answer to your query, please take a look at our FAQs.

If you can’t find the information you require, please send us  a message here and we’ll get back to you as soon as possible.

Frequently Asked Questions

  •  We check the ingredient lists of all products sold and disclose full ingredient lists of every product so that you can shop in peace, knowing that you are buying genuinely safe products.
  • We have a great loyalty programme so every time you shop, or recommend friends you get points to discount against your next order.
  • We dispatch all orders within 24 hours.
  • Our delivery costs are very reasonable.
  •  We give free advice and recommendation by Skype and email.
  • You can pay by various means – cards, EFT or cash deposit. We deliver orders to all addresses in South Africa
We have chosen to source organic and natural ingredients that we believe are earth; animal & people friendly. We check the ingredient prior to incorporating them into any product sold to ensure that there are no harmful ingredients in them. We also list full ingredient lists for each and every single product sold on our website so that you can be sure of what you are buying. Although the list of harmful ingredients that we do not support is ever changing and very long, you can be sure that none of our product contain the following contentious ingredients: • SLS – sodium laurel/laureth sulphate • Parabens • Petrolatum & Mineral oil • Diethanolamine (DEA), Triethanolamine (TEA), Monoethanolamine (MEA) • Diazolidinyl Urea, Imidazolidinyl Urea • Synthetic colours • Silicone If you identify any ingredient in our products that you are not sure of, please feel free to ask us. We will take this opportunity to explain why it passed our research and why we have opted to include in our products.
All our products are locally made and we try to support locally based suppliers whenever possible. We generally only use imported ingredients, when local alternatives are not yet available
You will be prompted to make payment by the following methods:
  • Credit Card – payments are securely processed.
  • Bank Transfer – you will receive an invoice by email with our bank details and we will dispatch your order as soon as we receive confirmation of payment.
  • Cash Deposit – please note there is a 3% surcharge for this payment method.
  • Keramour Naturals Points – you can pay with points earned from previous purchases and referring friends.
  • Gift Certificate – you can pay with a Keramour Naturals gift certificate
We courier your order to any address in South Africa. Unfortunately we cannot offer courier delivery to remote areas e.g. remote farms or mines (the post office option is available for these areas). Delivery via courier has two advantages:
  1.  It is faster
  2. Your order is delivered straight to your door, so you do not need to go and collect it from the post office.
When you place an order our system will offer you a choice of delivery options based on your delivery address.
We dispatch all orders, unless otherwise stated within one working day of receiving payment confirmation. If you make payment via Payfast we will generally receive payment confirmation automatically as soon as the payment is processed. If you pay via cash deposit we recommend you forward us proof of payment to speed up your delivery. Courier delivery takes 1 to 5 working days depending on the order's destination. Courier deliveries are made Monday to Friday between 9am and 5pm. There are no deliveries on weekends or public holidays. If you live in a main city centre, your order will take between 2-3 days. If you live in a remote area it could take up to 5 days. Please do not hesitate to contact our customer services team if you wish to get a more accurate estimate. Post Office delivery takes 3 to 7 working days.   Late Deliveries Unforeseen circumstances e.g. adverse weather, closed roads, strikes etc. could prolong the delivery time. This is rare but it does happen, so 'late' delivery is not a ground for refund or cancellation of the order. However if your delivery has not been delivered after the estimated times shown above, please contact us with your order number so that we can follow up on the matter.
If your shopping bag's total is R350 or more we are happy to offer you free delivery in South Africa. If delivery is to a main centre the free delivery option will be available only via courier service. If delivery is outside of main centres the free delivery option will only be available via the Post Office. Although we have taken great care to capture the weights of our products accurately, we cannot guarantee that your order's exact weight will match the approximation used by our system to quote you for shipping during the checkout process. Courier Service The delivery charge for courier delivery to main centers is a flat rate of R70. Destination Delivery Charge Main Centers R70 any size order Regional Areas & Remote Areas (excluding remote farms, mines) R150 any size order International delivery costs will be quotes for separately. Thereafter we will contact you with the delivery costs. Should you be satisfied with the quote we will send you an invoice and process the order one payment has been confirmed. Please note that you may have to pay customs duties when your order arrives in your country. This is out of our hands and we cannot be held responsible if you need to pay customs duties to receive your parcel.
We carry a large stock holding in our warehouse which we are constantly restocking. However it is possible that you will order a product that we are out of stock of. If this happens we will contact you within one working day to notify you and to give you options e.g. swop for another similar product etc. Rest assured that we will always do our best to get the products you desire to you as soon as possible and that you will always be in the loop with how your order is progressing.
South Africa We deliver to any address in South Africa. International Orders We deliver to Namibia, Botswana and Swaziland via couriers and the Post Office.
Courier deliveries are made Monday to Friday 9am to 5pm, so you should always provide a delivery address where there will be an appropriate person to sign for the delivery during these times. If there is no one around to accept the delivery, the courier company will contact the recipient via telephone so that a new delivery day can be arranged.
Anyone at the delivery address can accept the delivery. In order for us to prove that delivery of an order has been completed, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery.
We will email you your parcel's tracking information the first working day after we send it e.g. if the parcel's leaves our premises on Tuesday you will receive your tracking information via email on Wednesday morning. You can then track your parcel on the Post Office or courier's websites.
You can place an order for delivery in South Africa no matter where you are in the world. Our website is handy if you live abroad and want to send a gift to relatives or friends who live in South Africa.
If you do not receive your order in mint condition or if anything is broken or damaged please let us know immediately so that we can ensure the situation is rectified. Whilst we have not lost any parcels in the post to date, goods are occasionally damaged in transit, and there is no question that these will be replaced. If you can, please do take a photo of the damaged item as this helps our packing team improve the way products are sent.
You are welcome to return any good purchased within 7 days of receiving the item. Unfortunately we can only accept goods for return that are still in their original packaging. You will have to pay to have the item couriered or posted back to us, but as soon as we receive it, we will issue you a credit note. Our policy is to deduct a 10% handling fee from the original price, but unless a lot of administration has been necessary to get the item back, we usually turn a blind eye to it.

Leave a Reply