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Frequently asked questions
Find answers to questions about shopping, ordering, shipping, payments, accounts and more. If you still need help, please get in touch.
🛒 SHOPPING
Do you have a shop?
No. Sensory Stuff is an online store and does not have a physical shop or collections depot.
We offer convenient door-to-door courier delivery to almost anywhere in South Africa.
Do I need an account to shop?
No. You can shop and place an order as a guest without registering for an account.
Creating an account is optional and makes it easier to view your order history, access invoices and manage your details.
Can I get a quote before ordering?
Yes. If you require a quotation, please email us with the following information:
- Products and quantities.
- Delivery address so we can calculate the delivery cost.
- Contact number.
Do you have a catalogue?
We do not have a printed catalogue.
Our website however displays our current product range together with product information and availability.
Do you have stock?
All the products displayed “in stock” on website are currently available and ready to be delivered to you.
💳 PAYMENT
What payment methods do you accept?
We accept payments by Credit Card, Apple Pay, Google Pay or direct EFT.
If you choose direct EFT payment, please note orders are reserved for of 3 days. If you require us to hold your order for a little longer, please get in touch with us.
Is it safe to pay online?
Yes. We use a secure payment gateway and your card and banking details are not stored on our website.
Are your prices inclusive of VAT?
Yes. Sensory Stuff is VAT registered and the prices displayed on our website include VAT.
If you need a Tax Invoice reflecting your VAT number, please enter your VAT number during checkout.
👤 ACCOUNTS & INVOICES
Where can I find my invoice?
If you have a registered account, your invoices can be accessed under:
My Account → Orders
If you checked out as a guest or cannot find your invoice, please contact us and we’ll be happy to assist.
How do I change my account details?
Go to My Account and log in with the email associated with your account. Here you can:
- Change your address
- View previous orders
- Change your email address , or
- reset your password.
If you are unable to log into your account, please contact us to assist.
🚚 DELIVERY
Where do you deliver?
We deliver via courier to almost anywhere in South Africa.
Unfortunately, we do not currently export. However, we can deliver locally to a freight forwarder of your choice.
How much does delivery cost?
Delivery cost is calculated on the size and weight of your order and your delivery address.
The delivery cost is calculated at checkout. Or you can also estimate the delivery cost from your cart before completing your purchase.
When will my order be delivered?
We aim to dispatch orders as quickly as possible.
Orders are collected by our courier from Monday to Friday, excluding public holidays. Our approximate delivery times after dispatch are:
- 📍 Johannesburg, Pretoria and surrounding areas: 2 working days
- 📍 Durban central areas: 2 working days
- 📍 Free State central areas: 2 working days
- 📍 Limpopo, North West and Mpumalanga central areas: 2–3 working days
- 📍 Cape Town, Gqeberha and surrounding areas: 3–4 working days
- 📍 Outlying areas: 3–5 working days
Delivery times are estimates and may vary depending on the courier and your location.
When will my order be dispatched?
Orders are prepared for courier collection Monday to Friday, excluding public holidays.
Our approximate daily cut-off time for orders to be packed and ready for collection is 10:00am.
How do I track my order?
You will receive an email with tracking details once your order is packed and a shipping label is created.
After collection and scanning by the courier, they will send you delivery updates.
Please contact us if you do not receive tracking information. We monitor all deliveries and will assist with contacting couriers if necessary.
🔄 RETURNS & EXCHANGES
Can I return or exchange an item?
Yes, returns and exchanges are possible in certain circumstances, including:
- The incorrect product was delivered.
- The product arrived damaged or defective.
- You no longer want the product.
- The product is the incorrect size or specification.
- Please note: Sensory brushes cannot be returned for hygiene reasons
How do I request a return?
Returned products must be:
- Unused.
- Undamaged.
- In their original packaging.
- Packaged safely and correctly for return.
All returned products are subject to inspection before a return is accepted.
Who pays for return shipping?
Return shipping costs may be for the customer’s account, depending on the reason for the return.
A 10% handling fee may also apply to returned items.
For full details, please refer to our Refund & Returns Policy.
🔐 PRIVACY & SECURITY
How is my personal information protected?
We take the security and privacy of your personal information seriously.
Our website uses SSL security to encrypt information transmitted through the website. Your card details are not stored on our website.
We only retain information necessary to process your order, provide customer service and arrange delivery, in accordance with our privacy policy.
Can I request that my information be removed?
If you would like your personal information removed from our database, please contact us and we will assist you.