Matilda's Frequently Asked Questions

Is Matilda's a safe and secure website?: Yes. (That's the short answer.) If you want the long answer: Matilda's is absolutely safe and secure, and here's how you can tell: Before you enter your credit card and personal details, you will see that our address changes to "https" and there is a little padlock icon on your Internet browser (usually found in the bottom corner of your web browser). This shows that you've entered a secure portion of the site. What this means, is that your personal data is encrypted before it leaves your PC. In this way, nobody can see that data you're sending. You can also click on the secure padlock icon to see the Authentication Certification.

Are my credit card details safe?: Your payment details (credit card information) do not get saved on our site, nor do they get recorded with us. When you enter your details, your data gets encrypted and sent to an independent, authenticated company that has been approved by our South African banks. This ensures that nobody at Matilda's ever gets to see your credit card details. This protects your interests and ours, and makes your internet shopping safe and stress-free.

Can other customers see what I've ordered?: Nope! No other customers have access to your details, nor can they see what you're looking at.

Do I need an account?: No, you do not need an account. However, the advantage of having an account means you don’t have to retype all your information each time you shop with us. You will also be able to receive promotions, discounts, product updates, newsletters and special offers from us. Also, having an account ensures that your order will be more private, because we'll keep your order details online. This is because when you have a username and account with us, we don't have to email you an invoice. So no sneaky, snoopy co-workers can read your emails. This makes you more discreet in every way

Are batteries shipped with my order?: Unfortunately not. We used to send free batteries with every order but needed to stop as it was not viable for us to continue. In the interests of keeping our prices competitive, we found we were unable to continue our quest for kindness!

Do I have to have cookies enabled to shop at Matilda's?: You need to have cookies enabled in your Web browser to shop at Matilda's-Online. Cookies are used to keep track of your shopping sessions so that you can recall your shopping basket at any time.

How can I pay for my order? What payment methods are available?: Payment is easy at Matilda's. We offer a wide range of payment options by supporting all major types of credit/debit cards. Bank Transfers / Internet Transfers are possible too – you can make a cash deposit or pay via internet banking. During the checkout process, please select the appropriate payment option and we’ll guide you through it with our simple prompts.

I want to use my credit card - But what will show on my monthly statement?: We pride ourselves on complete discretion. Your credit card will show a transaction by 'Matilda's Lifestyle'. Nothing dark, sleazy, or sexual!

Can I do a Direct Deposit / Bank Transfer?: You can! If you want to pay via a bank deposit, you can just order your products on our website, and when you get to the desired payment option, just click on Bank Transfer! Dispatch may take a few days longer to allow your deposit to be cleared. To expedite the processing of your order, please fax your payment confirmation to us.

When will my order arrive?: At Matilda’s, we process orders in less than 8 working hours. This means that once you have placed your order you are guaranteed the fastest possible service. Because efficiency is our goal, orders are often processed and delivered to the client the very next day! In short: you will receive your order within one (maybe 2) working day(s) if the delivery is within South Africa.

If you order before 13h00, your order can usually be delivered by 10am the following day. Please note that couriers do not operate on weekends.

How will my delivery be packaged? Will it be discreet?: Yes! It's absolutely private, sent via overnight courier in 100% discreet packaging. You also have a tracking number so that you ALWAYS know exactly where your order is. See the Delivery Info for more information on delivery and packaging.

Can I still order from Matilda's if I live outside South Africa?: Yes, you can. During the checkout process simply enter your destination address and shipping will be calculated, etc. Easy! Please note that your destination country/state MAY charge VAT and/or custom duties, which would be sole responsibility of the customer and to be paid extra at cost.

Where can I find Matilda’s banking details?: All the payment information is automatically emailed to you when you complete your order. You can then make the payment at your convenience.

How can I get a Matilda's catalogue?: Our catalogue changes often because we are always finding new toys or expanding our current product range. This means that our online catalogue is always the most reliable, and we do not distribute printed catalogues.