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FAQ

After Purchase Experience

You will receive an email notification confirming that we have received your order along with its tracking number.

Your purchase packed out for delivery within a business day of order confirmation.
SMS notification of expected date of delivery.

Arrival of purchase within 5 to 14 business days of order confirmation, dependant on your geographical location.

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. HOW DO I SORT THIS OUT?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos.

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
If you enter an address in country that we currently do not ship to, your order cannot be processed. You will receive a message indicating that we do not currently offer fulfilment to the country. If you continue to receive error messages that differ from this, please contact a SintuOnline representative via email on connect@sintuonline.com or the WhatsApp chat line contact number +27605602359.

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately at connect@sintuonline.com quoting your order number and product code.

I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. Kindly place a new order for the additional items.

CAN I CANCEL MY ORDER AFTER IT HAS BEEN PAID FOR?
Once an order has been paid for it is immediately sent to our warehouse where it is packed for delivery. Therefore, we cannot cancel orders that are being processed

I’M UNSURE ABOUT A SIZE / I HAVE A FIT QUESTION. WHERE DO I FIND THIS INFORMATION?
SintuOnline applies a standard international sizing chart guideline. If you still have specific questions about the fit of an item or measurement queries, please contact a SintuOnline representative via email  on connect@sintuonline.com or the WhatsApp chat line contact number +27605602359.

We grade our garments using South African sizing standards.

XS – 30/6           XS/S  –  30 -32
S – 32/8             S/M – 32 -34
M – 34/10           M/L –  34 -36
L – 36/12             L/XL – 36 -38
XL – 38/ 14

I WANT A PRODUCT THAT IS OUT OF STOCK IN MY SIZE. WHAT CAN I DO?
Popular items can sell out quickly! Leave us an email connect @sintuonline to register your choice and we’ll get back to you. Please include the name of the garment, colour and size in your email.

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?
All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, please see our returns and exchanges tab.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once we have received your package, your refund will be processed within 7 days. You will be notified via email.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received confirmation from SintuOnline.

WHEN WILL MY ORDER SHIP?
Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on weekends or USA/UK/RSA holidays.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The amount of duties and taxes vary depending on the country to which the order is being shipped and the type of merchandise ordered.

SintuOnline cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on some rare occasions, custom agents may delay delivery of packages.

If you refuse a shipment from SintuOnilne, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to SintuOnline. This amount will be deducted from your merchandise refund.

DO YOU OFFER FREE INTERNATIONAL SHIPPING?
We currently do not offer free international shipping outside of free USA, UK and RSA value shipment deliveries.

DO YOU HAVE A STORE OR SHOWROOM I CAN VISIT?

Our shop is only available online at present

CAN I PAY CASH?

This option can be arranged via E-Wallet/ Cashsend Banking Services. To arrange cash payment options, please contact a SintuOnline representative via email  on connect@sintuonline.com or the WhatsApp chat line contact number +27605602359.

WHAT ARE YOUR HOURS OF OPERATING?

Our website never closes – you are free to purchase 24 hours a day, 365 days a year.

Our SintuOnline representatives are available via e-mail/ WhatsApp line at the following times (South African Timezone GMT +2):

Monday-Friday: 7:00am-18:00pm

Saturday: 8:00am-18:00pm 

Sunday: 10:00am-18:00pm 

Public Holidays*: 11:00am-14:00pm

HOW DO I COMPLETE MY SINTUONLINE SHOPPING EXPERIENCE?

  1. Go to sintuonilne.com or click SHOP in the menu tab.
  2. Select your garment(s) and their specifications and ADD TO CART.
  3. VIEW YOUR CART to ensure you selection is correct or CHECK OUT.
  4. Complete your BILLING DETAILS and provide a:
    • Valid email address so that we can communicate with you about the Order ID and other details of your order.
    • Shipping address to ensure your order reaches the destination of your choice.
    • Valid mobile number so that we can communicate with you about the progress of your delivery and estimated time it is likely to reach you
  5. If your billing and shipping details are the same, select SAME AS SHIPPING ADDRESS. Alternatively select USE DIFFERENT BILLING ADDRESS.
  6. After reviewing all your details click PROCEED TO CHECKOUT.
  7. Click CONTINUE TO PAYMENT METHOD.
  8. Select either PAYPAL  to use your credit card for payment or DIRECT BANK TRANSFER to make a payment directly into our bank account.
  9. Click COMPLETE ORDER. You will now see details of your order as well as our bank account details if you selected DIRECT BANK TRANSFER as your method of payment. You will also receive an email with the order details.
  10. Please note that for the DIRECT BANK TRANSFER option we will require a notification or proof of payment to confirm and deliver your order. This can be emailed to connect@sintuonline.com
  11. Once proof of payment is received, your order will be processed. If proof of payment is not received within 72hrs of your order being placed, the order will be cancelled. Unfortunately, we cannot hold items indefinitely, as other customers would be unable to purchase these.
  12. Your order will be delivered between 5-14 business days of completing this process.