ORDERS & PAYMENTS

At Southgainz, the minute your order is shipped out of our warehouse, we will send you a shipping confirmation email and text containing all your tracking details. All our packages are dispatched in the UK via Royal Mail. Please note that you are able to track your order on the Royal Mail website through the link in your shipping confirmation email. If you can’t find the link, you can track your order here.

 

BELOW ARE SOME FAQ TO YOU HELP RESOLVE ANY ISSUES YOU MIGHT HAVE REGARDING YOUR ORDER:

WHY HAVEN'T I RECEIVED A CONFIRMATION EMAIL OF MY ORDER PLACED?

There can be very rare cases where you place an order and your card is debited, but you still didn’t get any confirmation email, leaving you unsure if the transaction has been successful or not. Well don’t panic as this usually is a result of a spelling error in the email you have used to place your order, or the email may have gone into your spam inbox. We kindly advise that you check through all the inbox in your email account

If all these options have been exhausted, and you still haven’t seen the confirmation email, then kindly message our customer service team at support@southgainz.com and they will take it up from there.

MY PARCEL SAYS IT'S BEEN DELIVERED, BUT I HAVEN'T RECEIVED IT

In the unlikely event your tracking states that your parcel has been delivered whereas you have not yet received your parcel, please note that this could be because your parcel has been delivered to a separate location already advised by you in the “ORDER NOTE” section on your shopping cart page.

This could also be because your parcel has been delivered to a surrounding neighbour in your absence. We kindly advise that you check with your surrounding neighbours for anyone who might have received your parcel on your behalf.

We always advise that you allow for 24 hours to elapse before concluding a parcel as lost as sometimes couriers may update a tracking information as delivered prior to delivery. However, if after 24 hours your parcel is still not seen, then please kindly contact us via support@southgainz.com and we will open a quick investigation with the courier and do our best to help solve the problem.

THERE IS SOMETHING MISSING FROM MY ORDER

At Southgainz, we ensure that our stock and website are regularly updated. But in the unlikely event you receive an incomplete parcel, this could be because we have removed the item due to it being out of stock – you will usually be notified of this via your provided email.

Also, this could be because your item may have been sent in separate parcels, and we will always notify you of this via email should this be the case. Please contact us immediately via support@southgainz.com if you did not receive any email notification about any changes to your order and your item(s) is still missing. We would need the following information from you to deal with your case:

  • Order number
  • Missing item name
  • Number of missing items

I HAVE RECEIVED THE WRONG ITEM

In the unlikely event that you receive a wrong item, please contact us immediately on support@southgainz.com with the following information:

  • The name of the item you did not receive.
  • Order Number.
  • The name of the item you received in its place.
  • A photographic evidence of the item you have received.

Please do note that, without providing all the information listed above, we can’t commence resolving the problem. Once we have a confirmation from our customer support team that we have indeed sent you a wrong item, we will immediately commence actions to resolve the error – in this case, we will cover the postage cost. We kindly advise that you do not return the wrong item unless advised by our customer support team, as it may result in slowing the resolution process time.

I HAVE RECEIVED A FAULTY ITEM

Because we take the quality control process of our products very seriously, it is very rare that we send out defective products. However, in the unlikely event that your item(s) comes defective, please do contact us immediately via support@southgainz.com with the following information:

  • Your order number.
  • Faulty item name.
  • Nature of damage (description of damage – cut, tear, water, fire, cosmetic, loosed thread etc.).
  • Photographic evidence of the faulty item.

We strongly advise that you keep a photographic evidence in the event that your package is delivered damaged – this would be needed for your claim. Please note that damaged item(s) claims must be made 28 days from the date of delivery.

MY ORDER STATUS DAYS "DECLINED", BUT I DIDN'T CANCEL IT

  1. Fraudulent

In the unlikely event that your order is cancelled, please understand that this could be as a result of your payment method failing some security checks. We will usually notify you via email that your order has been flagged as “suspected fraudulent transaction”.

We always advise that you ensure your billing information matches the card you are using to pay for your item and try placing the order again. If your payment is declining with PayPal, please ensure your email address matches your PayPal email address and that your billing information is up to date and correct. Please note that this is to keep both you as a customer and us as a business safe.

      2. Item is not available 

Your order may also be cancelled in the unlikely event that the item you have purchased is unavailable as sometimes we may oversell some certain products before updating our website. Should this be the case, then we will get in touch with you with a hopefully suitable solution so that you can keep enjoying your Southgainz experience.

If you have any problems with your order cancellations or any further general enquiries about your order, please contact us. For any other issues not listed above, kindly contact us via our email at support@southgainz.com or via our "contact us" page.

 

PAYMENTS

Southgainz accepts all major credit/debit cards (Visa, Maestro, AMEX and Master Card) and PayPal payments. Depending on your type of payment, you might be directed to the PayPal payment page to complete your payment.

In the event your credit or debit card is rejected by our online payment processing system, please kindly double-check that all the details entered are correct, and if you are sure you’re using a valid card, please try again with the same card or better still, place the order again using a different card.

If the problem persists, please contact your credit or debit card provider. Your name and billing address details must match the card-holder address details held by your card issuer.

Security

We encrypt your payment card details using industry standard SSL technology to ensure they are kept completely safe and secure always.

As part of our policy to protect against the fraudulent use of credit or debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone or email before we process your order. We also work with various credit rating and fraud prevention agencies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of cards.

Master Card Secure Code and verified by Visa

Our online transactions are verified by either PayPal, Mastercard Secure Code or Visa to give you extra peace of mind. These services allow you to protect your credit or debit card with a password that you set up with your payment card issuer.

When you reach the payment page and have confirmed your order, you will also be requested to enter your credit or debit card details. Please note that we never store your card information.

Your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your credit or debit card password.