Frequently Asked Questions (FAQs)

Shipping and Delivery

1. Where are your orders shipped from?

Kool Stuff is based in Durban, KwaZulu-Natal, South Africa. Most orders are shipped directly from our Durban warehouse to your door. Some personalised products may be shipped from our production or fulfilment facility in Gqeberha (formerly Port Elizabeth), Eastern Cape.

We have been proudly serving customers for over five years.

2. How much does shipping cost?

Shipping costs R89 for orders below R1,000. Orders over R1,000 qualify for free shipping within South Africa. Your applicable shipping fee will be displayed at checkout.

3. When will I receive my order?

For personalised products, please allow up to 3 working days for production after your payment has cleared and we have received all the required personalisation details.

Once your order has been dispatched, delivery typically takes 5–7 working days.

You will receive tracking information once your order has shipped so you can follow its progress. Please note that delivery times are estimates and may vary due to courier delays, public holidays, or circumstances beyond our control.

4. Do you ship internationally?

Currently, we ship only within South Africa and do not offer international shipping.

Payments and Orders

5. What payment methods do you accept?

We accept South African EFT and bank transfers, as well as major debit and credit cards through our available payment providers, including PayFast and Stitch. Available payment options will be displayed at checkout.

6. Do you offer subscriptions or automatically charge my card?

No. Kool Stuff does not offer subscription products or recurring payments. You will not be charged automatically for future orders. Payments are made for the purchases you choose to place.

Refunds and Returns

7. How does your 30-day money-back guarantee work?

We want you to shop with confidence! We offer a 30-day money-back guarantee. If you are unhappy with your purchase, contact us within 30 days of receiving your order to request a refund.

In most cases, you will not need to return the product, even if it has been used. We want you to feel confident trying our products without worrying about a complicated return process.

Certain exceptions apply. We reserve the right to request the return of orders containing two or more of the same item. Additional conditions may apply to higher-value items, as explained in our full Refund Policy. Our guarantee does not limit any rights you may have under applicable South African consumer law.

Please read our full 30-Day Money-Back Guarantee and Refund Policy for complete details.

Please note: Our guarantee is limited to one refund per household.

About Kool Stuff

8. Where are you located?

Kool Stuff is based in Durban, KwaZulu-Natal, South Africa. We have been operating for over five years and are committed to providing our customers with quality products and a reliable shopping experience.

9. How can I contact you if I have a question about my order?

We are happy to help! You can contact us using the chat button on our website, or reach us through the following channels:

• WhatsApp/Phone: 073 986 0736

• Email: kool@koolstuff.co.za

• Office hours: Monday to Friday, 08:30–16:30 (South African time)

When contacting us about an order, please include your KS order number so we can assist you more quickly.