FREQUENTLY ASKED QUESTIONS

  


General



  1. How do I place an order through your website?
  2. How do I register as a user of your online shop?
  3. What do I do if I forget my password?


Products



  1. How are products selected for the market's online shop?
  2. What is the market looking for when selecting products for the online shop?
  3. What type of products are accepted for consideration?
  4. Why do some products include VAT and others not?
  5. How can I get an invoice for my purchased products?


Cancellations, Returns & Refunds



  1. How do I return or exchange a product?
  2. What do I do if I receive goods damaged or broken in transit?
  3. What if we accidently deliver the wrong product to you?
  4. What happens if an ordered item is out of stock?
  5. Can I cancel my order?


Payment, Delivery & Collection



  1. What are my payment options?
  2. How can I get an invoice for my purchased products?
  3. Why do some products include VAT and others not?
  4. Can I also collect my order from the Market?
  5. When will I receive my ordered products?
  6. What happens if my order contains products that are available immediately as well as products that are on order that will still take some time to be hand-made for me?
  7. What is the cost of delivery?
  8. Do you deliver overseas?


Online Supplier Application



  1. How do I become an online supplier to the market's online shop?
  2. How are products selected for the market's online shop?
  3. What is the market looking for when selecting products for the online shop?
  4. What type of products are accepted for consideration?
  5. Do I have to trade at the Bryanston Organic & Natural Market in order to be an online supplier?
  6. What does it cost to be an online supplier?

General

  1. How do I place an order through your website?
    Browse through our product range by clicking on 'browse products' or go directly to a supplier by clicking on 'browse suppliers' in the main navigation bar. Select the item(s) you would like to purchase by clicking on 'Add to basket'. When you have finished browsing and selecting, you either click on “my basket” below the main navigation bar at the top of the website from where you can make changes to your basket or you click on “checkout”. During the checkout process you can select delivery or collection from the Market and you need to confirm your billing and delivery details. After that you will be taken to a separate and secure payment page where you can complete the order by paying with your credit or debit card. After the payment, your order is completed and you will receive an order confirmation email.

    You can order products either as a guest or as a registered user.
     
  2. How do I register as a user of your online shop?
    Click on register/login below the main navigation bar at the top of the website and create an account. We will need your name and contact details. An email with your password will be sent to you.
     
  3. What do I do if I forget my password?
    Please click on login below the main navigation bar at the top of the website. From there a link saying 'Forgot your password?' will take you through a process to recover your password.
     

Products

  1. How are products selected for the market's online shop?
    All applications from prospective online suppliers are submitted to the Product Selection Committee for consideration. If the products meet the criteria of the product selection committee, the applicant is invited to present their products to the committee for further consideration.
     
  2. What is the market looking for when selecting products for the online shop?
    Bryanston Organic & Natural Market seeks quality self crafted products made from organic and natural ingredients and materials. Consideration is given to the growing, processing and manufacture of the products as well as the packaging used. Mass produced goods made of plastic or synthetic materials are not accepted for sale in the market's online shop.
     
  3. What type of products are accepted for consideration?
    • Non-perishable deli foods that are self produced using organic or natural ingredients
    • Self crafted products including jewellery, clothing, accessories, décor, homeware, ceramics, pottery, art, photography, sculpture, curios, collectables, crafts in wood, leather, glass, paper, metal, children's toys and activities, organic or natural health & wellness products
    • While the focus of the market is on self crafted products, the Product Selection Committee may consider resold crafts and foodstuffs, depending on the relationship between the producer and the reseller, materials and ingredients used and the methods of production.
  4. Why do some products include VAT and others not?
    Similar to our physical market, our online shop is a market place where the ownership of the products displayed lies with our online suppliers. Some of our online suppliers are VAT registered while others are not. Whether a supplier is VAT registered or not will be displayed in the checkout process as well as in the order confirmation email.
     
  5. How can I get an invoice for my purchased products?
    There are various ways of requesting an invoice for your purchased products.
    • After payment in the checkout process you will be able to request an invoice for your purchased products directly from the supplier.
    • As a registered customer, you can request an invoice for your purchased products when you log in and click on my account under the main navigation bar. On the My Account page you click on Order History . On the Order History page you can request an invoice for your purchased product by clicking on the Request an Invoice button.
    • Contact us directly with your order reference number via onlineshop@bryanstonorganicmarket.co.za and request an invoice for your purchased products.



Cancellations, Returns & Refunds

  1. How do I return or exchange a product?
    You may return to us a product purchased online within seven days of delivery for a full refund, replacement or exchange. Unfortunately, we can only accept products for return or exchange that are still in the original state. You will have to courier the product back to us at your expense. Upon receipt, we will inspect the item and if it is in its original state, we will refund you the value of the product on behalf of our online supplier or exchange it to your requirements. In the case of an exchange we will charge you a courier fee in order to ship the product to you.

    If you wish to return or exchange a product, please send an email to online@bryanstonorganicmarket.co.za including your name, your phone number, the order reference number and the name and code of the product you would like to return or exchange and we will follow up on the matter with you.
     
  2. What do I do if I receive goods damaged or broken in transit?
    If a product is broken, defect or damaged when you receive it, please notify the Market within 1 (one) working day of receipt. We will collect the product from you by courier service at no charge. Once we have inspected the product and validated your return, we will make arrangements for a replacement to be sent to you at our expense or to refund you in full for the damaged product on behalf of the online supplier.
     
  3. What if we accidently deliver the wrong product to you?
    If we accidentally deliver the wrong product to you, or if the product is not as described on the website, please notify us within 1 (one) working day of receipt and we will collect the product from you by courier service at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you at our expense as soon as possible or refund you in full for the item on behalf of the online supplier.
     
  4. What happens if an ordered item is out of stock?
    If our online suppliers are unable to supply certain items or quantities ordered, we will make contact with you and refund you accordingly or agree with you on placing the item(s) on back order, or on delivering a substitute, if possible.
     
  5. Can I cancel my order?
    An order may be cancelled prior to shipment and/or delivery/collection by written notice and may incur reasonable cancellation or restocking charges. If for any reason, you would like to cancel an order please send an e-mail to online@bryanstonorganicmarket.co.za. We may debit your payment card for the delivery fees in respect of any late cancellations.



Payment, Delivery & Collection

  1. What are my payment options?
    We accept Visa Card, MasterCard, American Express Credit Card and Diners Club Credit Card.
    Customers can also pay via Instant EFT. Instant EFT payments are processed securely via SID Instant EFT which is a South African, safe Instant EFT solution.
    We also offer the option to pay via normal EFT. Once you selected EFT during checkout, you will receive an email with our banking details and the amount payable. We will process your order after we have received your proof of payment for it.
     
  2. How can I get an invoice for my purchased products?
    There two ways of requesting an invoice for your purchased products.
     
    1. As a registered customer, you can request an invoice for your purchased products when you log in and click on "my account" under the main navigation bar. On the "My Account" page you click on "Order History". On the "Order History" page you can request an invoice for your purchased product by clicking on the "Request an Invoice" button.
    2. Contact us directly with your order reference number via online@bryanstonorganicmarket.co.za and request an invoice for your purchased products.
       
  3. Why do some products include VAT and others not?
    Similar to our physical market, our online shop is a market place where the ownership of the products displayed lies with our online suppliers. Some of our online suppliers are VAT registered while others are not. Whether a supplier is VAT registered or not will be displayed in the checkout process as well as in the order confirmation email.
     
  4. Can I also collect my order from the Market?
    If you prefer to collect your order from the Market instead of having it delivered to you, you can select "Collection from the Market" during the checkout process. Customers can collect their order from the market on Thursday between 12noon and 3pm. Customers need to order by Tuesday 12noon for same week Thursday collection.
     
  5. When will I receive my ordered products?
    Delivery / Collection Schedule and Order-Time
     
  6. What happens if my order contains products that are available immediately as well as products that are on order that will still take some time to be hand-made for me?
    Selecting Delivery during the checkout process
    If your order consists of products that are in stock and available immediately and products that are on order and need a certain amount of time to be hand-made personally for you, we will wait until we have received all ordered products from our online suppliers before we send them to you.

    In such a case, if you want to avoid a longer waiting period for the products that are available immediately, we recommend that you create and send separate orders, and be aware that each order will include a separate courier fee. For instance, you send one order containing the products in stock and available immediately, and another order for the product that will be hand-made for you and needs a certain amount of time to be ready for delivery.

    Selecting Collection from the Market during the checkout process:
    If your order consists of products that are in stock and available immediately and products that are on order and need a certain amount of time to be hand-made personally for you, the Market will contact you to discuss your preference of waiting for all products to be delivered and then collecting the entire order, or making two collections as the products become available for collection. 
     
  7. What is the cost of delivery?
    Local fresh food deliveries via refrigerated truck come with a delivery fee of R85. For other products the cost of delivery depends on the delivery address. Local deliveries within Johannesburg come with a delivery fee of R50, sourounding areas like Pretoria, Centurion or Heidelberg will be charged at R65, main centres like Durban or Cape Town lie between R80 and R90, rural areas will be charged at R120. The courier fee will be displayed in the checkout process before your payment. Delivery fees are subject to change.
     
  8. Do you deliver overseas?
    Currently, we do not offer delivery outside of South Africa in our checkout process, however we are happy to quote you on an individual basis. Please contact us directly via email to online@bryanstonorganicmarket.co.za and let us know which products you would like to purchase and we will quote you a delivery fee.
 
 
 
 
 
 
 
 
 
 
 
 


Online Supplier Application

  1. How do I become an online supplier to the market's online shop?
    Click on "Become a Supplier" at the bottom of any page of our online shop under "Our Suppliers & Ethos". Complete and submit the form. Your application will be presented to our Product Selection Committee for consideration. If they are interested in your products, you will be invited to personally present your products to the committee. All products are selected against product selection criteria based on their content, production methods and source.

    If you are unable to attend a Product Selection Committee meeting at the market to present your products, you will be requested to send your product to the market after which a Skype meeting will be conducted for you to discuss your products.
     
  2. How are products selected for the market's online shop?
    All applications from prospective online suppliers are submitted to the Product Selection Committee for consideration. If the products meet the criteria of the product selection committee, the applicant is invited to present their products to the committee for further consideration.
     
  3. What is the market looking for when selecting products for the online shop?
    Bryanston Organic & Natural Market seeks quality self crafted products made from organic and natural ingredients and materials. Consideration is given to the growing, processing and manufacture of the products as well as the packaging used. Mass produced goods made of plastic or synthetic materials are not accepted for sale in the market's online shop.
     
  4. What type of products are accepted for consideration?
    • Fresh food that is self-produced using organic and natural ingredients and principles
    • Non-perishable deli foods that are self produced using organic or natural ingredients
    • Self crafted products including jewellery, clothing, accessories, décor, homeware, ceramics, pottery, art, photography, sculpture, curios, collectables, crafts in wood, leather, glass, paper, metal, children's toys and activities, organic or natural health & wellness products
    • While the focus of the market is on self crafted products, the Product Selection Committee may consider resold crafts and foodstuffs, depending on the relationship between the producer and the reseller, materials and ingredients used and the methods of production.
  5. Do I have to trade at the Bryanston Organic & Natural Market in order to be an online supplier?
    External suppliers are welcome in the Market's online shop and do not have to trade at the market. Once it has been confirmed that the Product Selection Committee has accepted your application and your products, you will be required to supply the market with stock on consignment. The market will manage all customer orders and communication, the packaging and the shipping of your products to the customer.
     
  6. What does it cost to be an online supplier?
    The following costs are involved in order to be an online supplier to our online shop.
    Annual registration fee: R250
    Commission: 17% plus VAT on your sales
    COVID Recovery Fund: 1,5% plus VAT on your sales
    Admin Fee: R25 per week of sales