FAQ

Orders that require shipping within South Africa will be delivered within 3-7 days, depending on your preferred shipping method. Shipping to countries outside of the South African may take up to 10 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at Info@petronels.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://account.petronels.com and follow the instructions on-screen.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via Info@petronels.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Google Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Google Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

We aim to process refunds within 2-5 days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

At this time, we accept one form of payment per order. However, if you're using a gift card with an insufficient amount for the order, you can top it up with your preferred payment method in-store.

For security purposes, card information is saved based on shipping region. If you wish to use the same card for a purchase on a different region’s version of the site, you will need to either re-enter your card details during checkout or save them again. Please consult the following list for more information, or contact us for assistance.

Shipping costs depend on the total of the item(s) you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table https://petronels.com/policies/shipping-policy to check the shipping costs for different destination countries. If your order value is more than R750, we provide FREE shipping for you, if you're within the boarders of South Africa.

We will automatically send you an order confirmation email or text the moment you submit your order to the email address or number you supplied during checkout.

If you don't get it, check to make sure you gave us your correct email address and also check your junk-mail folders.

If we need any further information to complete your order we will be in touch by email, phone or text. Otherwise your order will be dispatched as soon as possible.

We ship to most regions worldwide. Please check this detailed breakdown https://petronels.com/policies/shipping-policy before ordering to make sure we can deliver to your geographical location.

At this time, we cannot accommodate multiple shipping addresses for a single order. If you need us to ship to multiple addresses, then create a separate order for each shipping address. Shipping discounts are applied based on each order individually.

Once the carrier shows the order as delivered to the address provided at checkout, our responsibility for the package ends.

Delivery confirmation—including photo proof, GPS scan, or signed delivery—serves as completion of our obligation.

At that point, the logistics company or third-party shipper assumes full responsibilityfor:

• Forwarding the package,
• Loss,
• Theft,
• Damage after delivery.

Any issues occurring beyond the initial delivery point.

We are not liable for lost, stolen, or mishandled packages once delivery has been confirmed to the address provided at checkout.

We want you to be happy with your purchase. But if you are not, you may send your items back to us within 30-days of receipt for a refund by starting your return here. Please note that shipping fees are not refunded. Items marked as ‘Sale’ or ‘No Returns’ cannot be refunded.

Read our Return Policy here: https:petronels.com/policies/refund-policy

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.

Please contact our customer service team via info@petronels.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@petronels.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Once your order leaves our warehouse, it is in the hands of the shipping carrier. While we will do everything we can to assist, Petronel Clothing Boutique is not liable for packages that are lost, stolen, or delayed due to the carrier. Please ensure your delivery location is secure.

Common causes of delivery issues may include weather conditions, carrier delays, or delivery to an incorrect address provided at checkout.

Most shipping carriers allow customers to add special delivery instructions directly through the carrier’s tracking page. We recommend updating your preferences there or contacting the carrier directly if you have specific delivery needs.

 

If your package is marked as delivered but you haven’t received it, or if it appears to be lost in transit, please try the following steps:

• Double-check the shipping address on your order confirmation.
• Look around your property and check with neighbors in case the package was left nearby.
• Contact the carrier directly for the most accurate and up-to-date information.
• If needed, reach out to us so we can assist with opening a claim with the carrier.

We truly apologize for the error made in fulfilling your order. Please contact a Customer Care Associate through our Live Chat or by email at info@petronels.com to resolve this error. This error may be due to any number of reasons such as receiving additional items in your shipment due to an error, an item listed on the packing slip was not included in your package, or an item received that differs from the item on the packing slip.

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of R250, R500, R750 or R1000.

Yes, from time to time we offer discounts and promotions. Sign up for our 'newsletter' to receive news on special offers.