Frequently Asked Questions (FAQ)

Last Updated: 2025-03-25

Welcome to Fenway Supplier (Pty) Ltd's FAQ page. Below are answers to the most common questions South African customers ask when shopping online.

1. How do I place an order?

To place an order on www.fenway.co.za:

• Browse our product categories and select your items.
• Add products to your cart and proceed to checkout.
• Enter your shipping and billing details.
• Choose a payment method via PayFast (Credit/Debit Card, Apple Pay, Samsung Pay, Instant EFT, Mobicred, SnapScan, Zapper, etc.).
• Confirm your order and complete payment.

You will receive an order confirmation email once payment is received.

2. What payment methods do you accept?

We accept the following secure payment options via PayFast:

• Credit & Debit Cards (Visa, Mastercard, Amex)
• Apple Pay & Samsung Pay
• Instant EFT
• Mobicred (Buy Now, Pay Later)
• QR Code Payments (SnapScan, Zapper, PayFast QR Apps)
• Store Cards (via PayFast)

All payments are processed securely, and no financial information is stored on our servers.

3. How long does delivery take?

Delivery includes three phases: processing, international transit, and final courier delivery.

Tracking details will be emailed after your order is dispatched.

We do not deliver to P.O. Boxes or Courier Lockers.

4. Can I collect my order?

We are an online-only store operating remotely, and do not currently offer physical collections or walk-ins. All orders are delivered via trusted courier services directly to your door.

5. What is your return and refund policy?

• Returns accepted within 7 days of delivery.
• Items must be unused, undamaged, and in original packaging.
• Refunds issued after inspection and approval.
• Processed within 10 business days to the original payment method.
• Shipping costs are non-refundable (unless due to our error).

Read our full Return & Refund Policy

6. Can I cancel or modify my order?

• Orders can be cancelled before dispatch for a full refund.
• Custom-made items cannot be cancelled once processing begins.
• Email [email protected] within 3 business days to request changes. Order edits may delay delivery.

7. Do your products come with a warranty?

Yes! Most electronics come with a 2-year limited carry-in warranty.

• First 6 months: Choose repair, replacement, or refund (per CPA Section 56).
• After 6 months: We assess and offer a fair resolution.
• Excludes misuse, wear and tear, or unauthorized repairs.

View our full Warranty Policy

8. How do I track my order?

Once shipped, you'll receive tracking details via email.

Track your order here via The Courier Guy Tacking Link

For manual waybills or tracking issues, contact [email protected].

9. Is my personal information secure?

Absolutely. We are POPIA-compliant and ensure:

• Encrypted transactions for all payments
• Secure PayFast processing (no card details stored)
• No unauthorized data sharing
• Data access, update, or deletion on request

View our full Privacy Policy

Read PayFast’s Privacy Policy

10. How do I contact customer support?

For help or inquiries:

Email: [email protected]

Whatsapp: +27 63 329 0965

Office Hours:

Monday–Friday, 9:00 AM – 5:00 PM (SAST)

Saturday-Sunday: Closed

Public Holidays: Closed

Business Type: Online-only e-commerce store

Company Name: Fenway Supplier (Pty) Ltd

Registration Number: 2024/839748/07

VAT Number: 4600319760