Question 1

How do I place an order?

Accepted Answer

You can place an order directly through our website by adding products to your cart and proceeding to checkout. Alternatively, you can call us or email your order to orders@ecclean.co.za.

Question 2

What payment methods do you accept?

Accepted Answer

We currently accept EFT (Electronic Funds Transfer) bank payments. Simply place your order and use the banking details provided to make payment. Your order will be processed once payment is confirmed.

Question 3

Can I get an invoice before paying?

Accepted Answer

Yes, we can provide a proforma invoice for your order. Contact our sales team with your order details and they will send you an invoice.

Question 4

How do I track my order?

Accepted Answer

Once your order is dispatched, you will receive an email with tracking information. You can also log into your account and view your order status under "My Orders".

Question 5

Can I cancel or modify my order?

Accepted Answer

Orders can be cancelled or modified before they are dispatched. Please contact us as soon as possible if you need to make changes. Once an order has been shipped, it cannot be cancelled.

Question 6

How long does delivery take?

Accepted Answer

Delivery times depend on your location and chosen shipping method. Standard delivery is 3-5 business days, Express is 1-2 business days. Orders placed before 2pm are dispatched the same day.

Question 7

Do you offer free shipping?

Accepted Answer

Yes! We offer free shipping on all orders over R5,000. For orders under this amount, shipping is calculated based on weight and destination.

Question 8

Do you deliver nationwide?

Accepted Answer

Yes, we deliver throughout South Africa. We use reputable courier services to ensure your order arrives safely and on time.

Question 9

Can I collect my order?

Accepted Answer

Yes, you can collect your order from our warehouse in Port Elizabeth. Select "Collection" during checkout and we will notify you when your order is ready.

Question 10

What if my order arrives damaged?

Accepted Answer

If your order arrives damaged, please take photos and contact us within 48 hours. We will arrange a replacement or refund for damaged items.

Question 11

Are all products on the website in stock?

Accepted Answer

We try to keep our stock levels accurate. Products marked "In Stock" are available for immediate dispatch. If a product is out of stock, you can request to be notified when it becomes available.

Question 12

Can I request a product that is not listed?

Accepted Answer

Yes! If you need a specific product that is not on our website, please contact us. We have relationships with many suppliers and can often source products on request.

Question 13

Do you offer product samples?

Accepted Answer

For certain products, we can arrange samples. Contact our sales team to discuss your requirements.

Question 14

Are your products SABS approved?

Accepted Answer

Many of our products carry SABS approval or other relevant certifications. Product specifications and certifications are listed on individual product pages.

Question 15

What is your return policy?

Accepted Answer

We accept returns within 14 days of delivery for unused products in their original packaging. Some products like chemicals may have specific return restrictions.

Question 16

How do I return a product?

Accepted Answer

Contact our customer service team to initiate a return. They will provide you with a return authorization number and instructions for returning the product.

Question 17

How long do refunds take?

Accepted Answer

Once we receive and inspect the returned item, refunds are processed within 5-7 business days. The refund will be credited to your original payment method.

Question 18

Do I have to pay for return shipping?

Accepted Answer

If the return is due to our error (wrong item, damaged product), we will cover return shipping. For other returns, the customer is responsible for return shipping costs.

Question 19

How do I create an account?

Accepted Answer

Click on "Sign Up" at the top of the page and fill in your details. Having an account allows you to track orders, save addresses, and create wishlists.

Question 20

I forgot my password. How do I reset it?

Accepted Answer

Click on "Sign In" and then "Forgot Password". Enter your email address and we will send you instructions to reset your password.

Question 21

How do I contact customer support?

Accepted Answer

You can reach our support team by phone at +27 (0)41 396 3500 (PE) or +27 (0)44 873 2348 (George), email at info@ecclean.co.za, or through the contact form on our website.

Question 22

What are your business hours?

Accepted Answer

Our office is open Monday to Friday from 8:00 AM to 5:00 PM, and Saturday from 8:00 AM to 1:00 PM. We are closed on Sundays and public holidays.

Frequently Asked Questions

Orders & Payments

Shipping & Delivery

Products & Stock

Returns & Refunds

Account & Support

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