Frequently Asked Questions

Here's everything you need to know about shopping with Matilda's. If you can't find an answer to a question, then simply drop us a line and our friendly customer services peeps will be more than happy to help you out.

Delivery

Right, so this is how we work:

Monday - Friday:
We process orders from 08h00 - 15h00. So, if you order before 15h00, we will send your package off with our couriers on the same day - meaning you'll get your delivery the following day. Our overnight delivery applies to main centres only, so if you live in Pofadder, for example, your delivery will take a little longer. Happily though, not longer than three working days.

Weekends and after hours:
If your order is placed AFTER 15h00, or over the weekend, we will process and dispatch it on the next business day. Orders received after the courier collection on a Thursday will leave on Friday and you can expect delivery on the following Monday as our couriers do not deliver on weekends (or public holidays).

Yes, it can be. If your order is over R745, delivery is entirley free! Happy days!

Only if you're really, REALLY, super serious about needing your goodies on a Saturday! Saturday delivery options are more expensive, and please keep in mind that couriers only deliver to certain centres on Saturdays. We suggest using our standard courier delivery which is fast and efficient. If you absolutely must have Saturday delivery, we'll do our best to help - as always! Please contact us by email to find out if it's possible.

We can arrange for early-bird delivery, but this will come at an extra cost and is also not guaranteed - things like breakdowns, strikes, traffic congestion and alien invasions can affect the time of your delivery.

We do not - mainly because our couriers don't work on public holidays. The lazy slobs. Kidding. We also generally like to spend our public holidays at home :)

Ah, as much as we know what it's like to want something right now - we really don't like offering this service. Mainly because same-day shipping is super expensive and it doesn't guarantee same-day delivery (couriers can run late). Take it from us: use our standard courier delivery. It's fast, efficient and reasonable.

We deliver to Mozambique, Swaziland, Lesotho and newly added Botswana. We will need your ID/Passport number to complete the waybill so please pop this in the "notes" section of the order. We also cannot deliver to Post Offices, ONLY physical address. We can’t guarantee delivery times, but your parcel should reach you within 2 weeks of you paying for your order. Please note: there may be additional customs charges that we are unable to predict or control. These will need to be paid upon delivery if they are incurred.

A Yeti by the name of Fred* (we got him from China). He likes to wear a yellow suit and orange tie. Reminds him of the sun, apparently (being all snowy where he comes from).*** Sadly this is not the truth. The truth is a lot more boring: Dawn Wing couriers deliver your parcel discreetly at your door, and Speed Services delivers to Post Offices. Simple and easy.

The courier company (not Fred, the Yeti) will always attempt to deliver to your door. If no one is home or no one answers, the couriers will attempt delivery again on their next delivery run.

Please take note: Dawn Wing will attempt to deliver three times only before returning the parcel to us. We will then have to charge you another send out fee. Speed Services will attempt to deliver once and then will drop off your parcel at the nearest post office, which will only hold the item for 30 days before returning to us.

Moral of the oral: You must be available THE ENTIRE DAY to receive the collection. If not, please inform us who will be receiving your goodies on your behalf. (This is because the courier man needs to deliver hundreds of parcels in a day. He cannot schedule exact delivery times with everyone. So, depending where you are in his route, delivery will be at different times). Remember, our packaging is 100% discreet, so you can get it delivered to work.

It is not always realistic to expect the courier drivers to contact you via phone. Faulty intercoms and high security communities can cause some difficulties. Please make sure the necessary security people are aware of the delivery. If you have any trouble with your delivery, you can contact the couriers directly, or ask us to track and confirm your delivery for you.

Absolutely! Once your parcel is ready for dispatch (see "When will I receive my products" to find out when this happens), we will send you your tracking number. These emails are usually sent at about 16h00 everyday. If you have not yet received your tracking number, check your junk mail. If you can't find it there, give us a tinkle to confirm that your parcel has been dispatched (please remember: If you placed your order during a weekend, or after 15h00 on a working day, it will only be dispatched on the next business day). If you have a tracking number, you can track it on the courier tracking site. If there is any problem at all with your parcel, we will not rest until we have tracked it down and got it to you!

Ordering products

: Yay, you've found something you like and now you want to buy it. Ordering from us is super simple - all you need to do is register (which is easy and quick, we promise) and then click the "Buy Now" button on the product page. You may have to select a size or colour beforehand. Once you've chosen all your fun goodies, click the shopping cart icon on the top right of the page, and then click "Proceed to checkout." Easy as pie!
: Sometimes, you need to tell us or the couriers something important - you know, maybe your intercom hasn't been working for the last five years. Simply tell us what we need to know on the check out page - we've supplied a little box for this very purpose. If you forgot to do this, send an email with your instructions to orders@matildas.co.za as soon as you remember.
: Click on the "Sign up to get notified when this product is back in stock" link. Our bestsellers are restocked regularly, while others may take longer - especially if we're bringing them in from overseas (this could take anywhere from six to eight weeks). So patience really is a virtue. However, if you'd like to enquire about exactly how long it'll take, feel free to drop us a line. We can also advise on great alternatives if you feel you can't wait a single day.

Finding the right product

: When it comes to lingerie, you'll need to know your partner's size. So, either ask her or (if this is a surprise) have a look at some of her existing lingerie and note the bra and panty size. Also, take note of the colours she prefers (if every piece of underwear she owns is black, it's unlikely she'll appreciate something in shocking pink).

Styling is also important - if she likes conservative and elegant, don't buy something that she'll feel uncomfy in. Remember, this is about her and what she likes - not about what you do! Finally, use our lingerie size guide to make sure you're getting the perfect fit. Some of our lingerie is cut a bit smaller, so it's important to make sure. Still feeling unsure? Drop us a line by email or live chat. We'd love to help out.
: Of course we do! What type of fly-by-night online store do you take us for? Kidding! We email gift vouchers to lucky recipients and they can browse the store and choose exactly what they like.
: Both are pretty much shaped like a penis (although some are waaaay more realistic than others). Dildos have no motor, so they do not vibrate. They are used for penetration and internal stimulation, either during masturbation or couple's play. Vibrators are powered toys that vibrate and are therefore excellent for stimulation. (This is especially true for clitoral stimulation, which is what most women need to climax.) Their internal motor allows them to vibrate at different speeds and vibration patterns. Hold this against your clitoris, and boom: Welcome to O-Town!

Payment & Security

: Plenty! You can pay by debit card, credit card, EFT, Zapper or direct deposit - whichever is easiest for you. If you place an order by phone or email, you'll need to pay by EFT or direct deposit. This is for your own security - we don't like to take credit card deets by phone or email. It's too easy for scoundrels to get hold of the info! However, you can pay with your credit or debit card when you place an online order. Our secure (like Fort-Knox secure) site will take you to our 3rd party payment page upon which you will enter your card details. 3D secure payment confirmation will happen here - more on this below.
: It will reflect a payment to a generic "Internet/Web-Store" name that is not linked to anything that is sexual or intimate. Just another online store... How amazingly private is that!?
: All South African banks are now participating in 3D SecureCode for the protection of their clients against fraud. To activate your Secure Internet Shopping, visit your bank's website and activate your credit card with 3D SecureCode. You'll need your cellphone handy and your bank will contact you via SMS with your Secure Code.
: Easy! If you are paying by credit card, there is no need to send us proof of payment, as this happens automatically (ain't technology grand). If you are paying by EFT or direct deposit, please email your proof of payment to orders@matildas.co.za or fax it to 0866 881 922. If we do not receive your POP we will wait until your payment reflects on our bank statement (this could take up to 3 days).
: We don't offer this as an option. Before we dispatch our goods, we need to have your money in our bank account.
: Absolutely. We respect your privacy and would never share your details with any third party. Only our staff see account deets, and they sign confidentiality agreements before starting with us. So you can breathe easy - you are safe with us!
: With all the stories of fraud and online theft, we're not surprised you're concerned. But fear not: our website is encrypted (that's why you see a lock icon in the URL bar) to keep your information secure. For credit card payments, we use a highly reputable payment system, approved by South African banks.

Does Matilda's Have a Physical Store?

: No, we're all digital baby! Ahem. Sorry. We know you might be concerned with quality. But here's the thing: we have direct relationships with our suppliers, which means we stock the real deal. Ain't no knock-offs here. This also means that should you have an issue with faulty products, we can replace them for you or give you your money back. We're a professional outfit here and we want you to have the best of the best.
: Well, since we don't have one, we're going to go with a no. But, if you are really, really against us delivering to your home address, we can always deliver to a post office, from where you can collect (we know nosy housemates can be a thing).

Packaging

Seriously, the CIA would be impressed with our ninja-like, discretion abilities. No one will ever know you've ordered from us. Check this out:

Parcels: Are plain cardboard boxes inside plain ol' regular courier packaging. There isn't anything on the box at all to indicate where the package is from. We know privacy is important to you, so we make sure we respect that.

Waybill: Also, super discreet. Anyone looking at it will not know where your parcel is from.

Bottom line: Don't worry about us delivering to your home or business. Hell, you could even get your boss / secretary / colleague to sign for the box - they will never know what's inside!

Returns & Refunds

We sell intimate products which are used for, well, you know, intimate things! Just like your local clothes retailer won't take back used underwear, we are also unable to refund items unless they're faulty or damaged during shipping. This is really for your protection. Let's explain why:

Many of our sex toys, adult products and lingerie are shipped in the usual high quality, professional packaging. However, it is often impossible to tell if it has been opened, used or tampered with. We will therefore not risk our health and safety standards by accepting returned goods - regardless of whether or not a claim states that the product has not been used. If we then trusted such a false claim, in all fairness, we could then put the "unused" product back on our shelves to be re-sold. Not good for the customer who purchases these "unused" goods. We don't think this is acceptable business practice, and we are sure you would agree. Most of our toys come with a one-year manufacturers' warranty, giving you peace of mind.

Yes! We will most definitely replace any defective toy within one year of purchase. If your toy is faulty within 1 month of purchase, we will send another one and collect the faulty one immediately. Please give us a call or email us to let us know as soon as your toy gives any problems, and we will get it sorted for you ASAP!

If the parcel is still on the way to you, or it has just arrived but you haven’t opened it yet, you can return the products for a credit voucher or refund. We will charge a 15% handling fee at our discretion. We cannot accept returns on any items that have been removed from their packaging, unless they are damaged or faulty.

We don't accept returns on any lingerie items that have been removed from their packaging (we're sure you understand why). When you order your lingerie, be extra-careful that you're ordering the right size. So make use of our sizing guide and our helpline to make sure you're ordering the perfect fit. We really want you to love the lingerie you buy, so give us a call if you're uncertain.