Accenoba Customer Care
To make the process smoother, we have gathered the answers you might be looking for.
How can I find out about new products and promotions?
Accenoba regularly launches new products, updates, and exclusive offers. To stay in the loop, follow us on Instagram, Facebook, and TikTok @Accenoba, or subscribe to our free newsletter.
Who can I contact if I need help?
Our customer care team is always happy to assist. You can reach us via our Contact Us page, and we aim to respond as quickly as possible.
Is this a new brand? Can I trust ordering from you?
Yes, we are a new brand and we are proud of it. We are committed to offering quality products, transparent service, and attentive customer care. Your trust means everything to us, and we are here to ensure a positive experience from start to finish.
Do you have a physical store?
At this time, we operate exclusively online to bring our products directly to you. This allows us to focus on quality, service, and thoughtful design. Our warehouse is based in Centurion, Gauteng, but it is currently not open to the public.
Are your products as shown in the photos?
Yes. We take great care to ensure our product images accurately represent each item. Our images are created by our very own media team. Please note that slight variations in colour or texture may occur due to lighting or natural materials.
What materials are your products made from?
Each product attributes table includes detailed information about materials used. We prioritise quality, durability, and timeless design in every item we offer.
Are your products suitable for everyday use?
Absolutely. Our products are designed to be both functional and stylish, making them suitable for daily use while enhancing your space.
Do you restock sold-out items?
We release limited quantities as we test what our customers love. Sold-out items are not guaranteed to return, but any restocks will be announced on our social media and newsletter. If you see something you love, don’t wait – get it now!
How do I place an order?
Simply browse our collection, add your chosen items to your cart, and proceed to checkout. Once payment is confirmed, your order will be processed for dispatch or collection.
Will I receive an order confirmation?
Yes. You’ll receive a confirmation email with your order details. If you don’t see it, please check your spam folder or contact us via email or WhatsApp chat.
Can I place an order via WhatsApp, Instagram or email?
For security and order accuracy, we accept orders on our website only. Our team is always happy to assist via WhatsApp or social media pages if you have questions.
Can I change or cancel my order after placing it?
We understand that mistakes happen and will always do our best to assist where possible. If you need to change or cancel your order, please contact us as soon as possible after checkout.
Once an order has been prepared or dispatched, changes may no longer be possible and our Returns & Refunds policy will apply.
How can I cancel or change my order?
Please email service@accenoba.co.za or WhatsApp with your order number as soon as possible.
To add items to your order, a new order will need to be placed via the online store.
What payment methods do you accept?
We accept secure online payments through trusted payment gateways. Available payment options will be displayed at checkout. Cash payment is available for Click & Collect (Gauteng only – limited time).
Is my payment information secure?
Yes. All transactions are processed through encrypted and secure platforms to protect your personal and payment information.
Where can I find my invoice?
You can download the invoice for your order via the link provided in your shipping confirmation email.
Why was my payment declined?
Payments may be declined for several reasons, including:
- Incorrect card details
- Incorrect security/CVV number
- Your card is not registered for 3D Secure
- Your card type is not supported
If your card is declined, the amount may appear temporarily reserved by your bank. These funds are not captured and will be released automatically by your bank within a few days. For further clarity, please contact your bank directly.
Which payment methods are accepted?
Accenoba offers various payment methods in the online shop. We use Payfast as a secure third-party payment system and accept the following payment methods:
- Credit card (including Mastercard, Visa)
- Apple Pay
- PayPal
Your card will be charged at the time of ordering.
Payment information such as credit card data is never transmitted to Accenoba.
Why did I not get a confirmation email?
Please check your spam folder and ensure our email address is saved to your contacts. If you still can’t find your confirmation, contact us and we will resend it.
Delivery & Dispatch
- Orders are typically despatched within 1 – 2 working days.
- Standard Delivery: 2-5 working days from dispatch.
- Click & Collect: Available on Saturday and Sunday of the same week (Gauteng only).
Do you offer delivery?
Yes, we deliver nationwide across South Africa. During online check-out, you’ll get to see all available delivery options then you can choose what works best for you and your budget.
How long does delivery take?
Delivery times may vary depending on your location. Orders are typically dispatched within a few business days, and delivery usually takes between 2–5 business days thereafter.
Please note that we cannot give you exact delivery dates as we have no influence on the processes of our delivery service provider.
How will I know when my order has been shipped?
You will receive an email and/or WhatsApp noti8ication with your tracking details once your order has been dispatched.
Click & Collect with Pay on Collection
What is Click & Collect with Pay on Collection?
For your convenience and peace of mind, we are introducing a limited-period Click & Collect option that allows customers to pay when collecting their order. You place your order online and collect in person from one of our designated collection points. Payment is made in cash or by card when you collect your order.
Why Do We Offer Pay on Collection.
As a new brand, we understand that trust is important. This option is offered to give customers peace of mind when shopping online.
Who can use this option?
Available to customers in Gauteng only, for a limited time.
Where and when can I collect my order?
Collections are available at the following locations and times:
Saturdays: Centurion Mall, Centurion
Time: 10:00–14:00
Sundays: Cresta Mall, Randburg
Time: 10:00–14:00
You’ll be notified when your order is ready for collection.
What do I need to bring with me to collect my order?
Bring your “Order Ready” WhatsApp chat or email. Please also bring ID as it may be requested.
How do I pay for Click & Collect orders?
Payment is made in cash or card at the time of collection. No online payment is required for this option.
What happens if I can’t collect my order during the allocated times?
If you’re unable to collect:
- Your order will be held at our warehouse
- Delivery will be arranged within 3 business days
- Delivery costs will be for the customer’s account
If delivery is not arranged within this timeframe, the order may be cancelled.
Is Click & Collect permanent?
No. This is a limited-period offering and may change as the brand grows.