FAQS
GENERAL
Where are you located? Do you have a physical store?
FREAKFLAG is an online clothing store. We currently have no physical shop.
PURCHASING & PAYMENT
HOW DO I PURCHASE?
Choose your favourite T, select the size and quantity and click "add to cart". Provide your details for billing and shipping as requested, and proceed to pay using a credit/debit card through Paystack's secure platform. Our automated system will then send you a confirmation via email with your order details. Once payment is received/cleared, you will receive notification via email, and we'll begin processing your order.
Can I change or cancel my order?
You may change your order within a reasonable amount of time. Once we have begun production of your order, or have placed an order with our international suppliers, no cancellations or changes will be considered. No cancellations will be considered for delays out of our control, which includes but is not limited to, shipping delays, customs delays etc. Please contact us as soon as possible to ensure that we can meet your needs.
Automatic cancellations on unpaid orders.
Orders that remain unpaid after 24 hours are automatically cancelled.
SHIPPING & DELIVERY
HOW DO I TRACK MY ORDER?
Your shipping confirmation email will have a tracking number attached. Click the link provided to navigate to our courier's website.
How do I track the status of my order?
Please note that once your order has been placed and payment confirmation received, there will be no further updates until we ship. You will receive a tracking number via email, which will then allow you to view the status in more detail.
How much does shipping cost?
Standard Delivery: R79. Overnight Courier: R139. Pudo Locker to Locker: R69. Expedited:: POR
When will my order be delivered?
We estimate that your order should take no longer than 10-14 (fourteen) business days to be delivered (as soon as reasonably possible), but no later than 30 (thirty) days of receipt of your payment. We will notify you if we are unable to deliver during the delivery period. You may then, within 7 (seven) days of receiving such notification elect whether or not to cancel your order. If you elect to cancel your order, we will reimburse you for the purchase price.
How long does it take to process my order?
Once we receive your payment (or proof of payment), we begin processing your order within 24-48 hours (excluding weekends and public holidays).
What happens during order processing?
Your selected merchandise is prepped for print and queued for production, thereafter a wizard (yes, really) works their magic!
What happens if my order is delayed?
If we anticipate delays beyond our estimated time, we will notify you. You will have 7 days from notification to decide whether to cancel your order for a full refund.
How will I know when my order has shipped?
Once your order is shipped, you will receive a confirmation email with tracking details (where available).
What happens if my order is delayed?
If we anticipate delays beyond our estimated time, we will notify you. You will have 7 days from notification to decide whether to cancel your order for a full refund.
Can I cancel my order if delivery takes longer than expected?
We do not accept cancellations for delayed orders unless we notify you of an exceptional delay beyond the estimated timeframe.
Can I choose my preferred courier?
We ship via The Courier Guy and/or Pudo to ensure reliable delivery. At this time, we do not offer alternative courier options.
REFUNDS & RETURNS
Can I return an item if I change my mind?
No, we do not accept returns for change of mind or buyer’s mistakes, including incorrect size, colour, or model selection. Please read product descriptions carefully before purchasing.
What if I accidentally ordered the wrong item?
Unfortunately, we cannot accept returns for accidental purchases. Please double-check your order before completing payment. If you need assistance selecting the correct item, contact us before placing your order.
Can I return an item if I didn’t read the product description properly?
No, failure to read the product description does not qualify for a return. We provide descriptions, specifications, and sizing information to help you make an informed purchase.
What if my item is defective or damaged?
If your item is defective, faulty, or unsafe, you may return it within six (6) months of delivery for a repair, replacement, or refund, in accordance with the Consumer Protection Act (CPA) of South Africa. Please contact us with photos of the defect and your order details.
What if I received the wrong item?
If we sent you the wrong item, please notify us within 7 days of receiving it. We will arrange for the correct item to be sent and cover the return shipping costs.
Can I return an item after the allowed return period?
No, returns must be requested within the stated time frames. If you experience issues after this period, we recommend checking if the product is covered under warranty.
Who pays for return shipping?
If the return is due to a defect, incorrect item, or a statutory right under the CPA, we will cover the return shipping costs. If the return is a discretionary return (case-by-case basis) and approved, the customer is responsible for return shipping fees.
Do you charge a restocking fee?
For discretionary returns, a restocking fee may apply to cover processing costs. This will be communicated before your return is approved.
How long does it take to process a refund?
Once we receive and inspect the returned item, we will process your refund, exchange, or store credit within 12-15 business days.
What items are considered "non-returnable" under the CPA?
Certain products, such as personalized items, perishable goods, and digital downloads, are non-returnable, except in cases of defects or statutory rights under the CPA. Everything else is at our discretion.
How do I request a return?
To initiate a return, contact us at contactus@freakflagbandmerch.com with your order details and reason for return. If your return is eligible, we will provide instructions for shipping or drop-off.
Can I get a refund instead of an exchange?
Refunds are only issued for defective, incorrect, or statutory returns. For discretionary returns, we may offer store credit or an exchange, subject to approval.
ADDITIONAL SUPPORT
My tracking number doesn't work
If it has been more than 24 hours since you have received your tracking number, and no information is shown, please contact us so that we can investigate.
My order is incorrect!
Not good! Please reach out and give us as much information as possible, let us know what happened, and please include your order number, any images/photos you have, and let us know how we can make it right for you.
What do I do if I don't receive my order?
Contact us! Email us! Send smoke signals! Should you need assistance regarding the status of your order/delivery, or if you haven't received your order, please contact us as soon as possible. Although we insure your order, it is not always guaranteed. If you have not received any of the items in your order that are imported, please email us within 45 days of your order being placed. Our shipping insurance lapses there after and we can no longer assist you.