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Frequently Asked Questions

Delivery & Returns

How will my order get delivered to me?

Tomato Watches offers delivery to your home or office anywhere in South Africa. Delivery will take place via courier to the address of your choice. Please be sure that you complete the address correctly when placing your order and be sure that there is someone available to sign for the package on delivery.

How much will delivery cost me?

All orders over R350 will enjoy free delivery across South Africa. A small fee of R50 applies if your cart total is below R350, which is applicable to all areas within South Africa.

How long does it take for me to receive the products ordered?

We will always aim to get your order to you ASAP. Delivery of your accessories should occur within 3-5 working days after your order has been processed. The processing of an order takes 1-2 working days.

Do you deliver outside the borders of South Africa?

Sadly, we are unable to make sure you get your packages outside of South African borders. So only orders placed for delivery within South Africa will be processed.

How can I return my order or part of my order?

You have two options to return your order:

Option 1:

You may return defective products to Tomato Watches at S.Bacher & Co 5-7 Ayrshire Avenue, Longmeadow, Modderfontein, 1645 for an exchange or refund. Returns via courier can be requested in your account section. The courier will collect from you at your designated address. Note, you will not need to pay the courier directly for returning your products, we will pay the Courier and deduct the cost from your final credit once we have received and processed your returned products.  If the products are found to be defective through no fault of your own there will be no charge for returning the products.

Option 2:

Refuse to sign for delivery. By signing that you have received the products, it means you are happy with them, if you are not happy with the products, please send them back straight away.

If I return a product how will I be refunded?

Products will only qualify for a refund if the products are returned in an unopened or unused packaging, or if products delivered were defective, damaged or faulty upon delivery. In this instance the customer must notify Tomato Watches in writing via email to within 48 hours of the product arriving. Refunds will be in the same form as the original payment. Courier costs for faulty / defective products returned to Tomato Watches at S.Bacher & Co 5-7 Ayrshire Avenue, Longmeadow, Modderfontein, 1645 will be covered by Tomato Watches. Courier costs for unwanted products will be deducted from the refunded credit to the customer’s chosen payment method.

Can I select somebody to receive my order for me?

Yes you can, but do note that we will not accept responsibility for anyone who receives your order at your chosen address, that is not authorized to do so.

What happens if there is nobody to receive my order?

If the first delivery is not successful then the Courier’s queries department will make an attempt to call you and arrange a date and time that is suitable for you to receive your delivery. After a third delivery attempt the Courier will return your order to Tomato Watches and you will be credited for your purchase minus the cost of delivery and the cost of returning the package to us.

When can I cancel or return my order?

Once you have checked-out your order online, you cannot cancel your order or initiate a return until you have received your order. Returns must occur within 30 days of purchase. To qualify for a refund the product must be in its original packaging un-opened and unused except in the case of faulty products. Returns for refunds or exchanges can take 7 to 10 working days to process from receipt of the returned product.

Your Account & Orders

Where is my order?

You can track the status of your order by logging into your account and click on my orders.

I forgot my password

You will be given three chances to enter the correct password, after which your profile will be locked. If this happens you will need follow the lost password link to reset your password.  If you have forgotten your password, you will be prompted to enter your username or email address. You will receive a link to create a new password via email.

Did my purchase go through?

Your purchase was processed successfully if you can answer ‘YES’ to the following questions:

Question 1: Were you taken to a Thank You page on completion of your purchase?

Question 2: Did you receive an email confirming your order?

Question 3: Navigate to My Orders. Is your order there?

If you answered ‘NO’ to all 3 questions above then your order did not go through. Please give it another try!

Can I change or edit my order?

Unfortunately, once an order is placed, we are unable to make any changes to it.

Can I cancel my order?

Once placed, orders cannot be cancelled. If you no longer want to receive the order, you can log a return online on receiving your parcel.
To log a return, simply go to the Returns & Exchanges section of your account.

Is Tomato Watches secure?

Tomato Watches is 100% safe and secure. We use physical, electronic, and administrative safeguards to assist us in preventing unauthorized access, maintaining data accuracy, and correctly using your personal information.

What payment methods are available?

CREDIT CARD accepts credit cards via Visa and MasterCard only. All payments will go through the 3D-Secure authentication system to verify cardholder details with your bank; this connects you directly to your bank with a secure link. The transaction itself takes place within your bank’s secure environment and we won’t have access to any of your card details. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.

Instant EFT is a safe and reliable way to make a payment. It uses the existing relationship you have with your bank to complete the transaction. That means completing payment using Instant EFT is just as secure as making a direct EFT deposit. The only information required from you is the information which is only known to you and the bank, which is your login information and the OTP’s that are triggered to your mobile number. Neither or our Instant EFT providers (Payfast) store your banking details.

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

Why is my credit card payment not going through?

If your card transaction has failed the most probable cause is a bank decline. Our credit card provider, acts as a middleman between Tomato Watches and your bank to process online transactions. The ultimate authorisation for a transaction comes from your bank.

Some common reasons include, insufficient funds, incorrect card details, exceeding daily limits, etc. Some banks automatically disable debit cards for online payments, so you may need to contact your bank to enquire further.

When do you charge my credit card?

We charge your card as soon as the order is processed (which is shortly after you checkout). You will receive an order confirmation via email.

How do I change my credit card details?

At checkout you will be prompted to enter your credit card details. If your credit card details have changed you can simply add the new credit card details at that point.