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 days. 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 entirely free! Happy days!

Only if you're really, and i mean 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 or a world pandemic can affect the time of your delivery.

Sadly we do not - mainly because our couriers don't work on public holidays. We also generally like to spend our public holidays at home with our loved ones :)

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.

At the moment we currently do not deliver outside of South Africa. With the COVID-19 restrictions, it has made it very difficult to get the parcel delivered abroad. We will, however, continue to offer this service when the world pandemic laws ease up and get back to a new kind of normal.

We are always looking for the quickest and more efficient way to get your parcel to you. The couriers we use are RAM Couriers, Rhenus (aka WorldNet), and Aramex. They will deliver your package discreetly to your door, being it at your home or your workplace. Simple and easy.

The courier company will always attempt to deliver to the given delivery address. If no one is home or no one answers, the couriers will attempt delivery again on their next delivery run.

Please take note: The Courier company will attempt to deliver three times before returning the parcel to us. There is a re-send fee that you will need to pay before we can dispatch again with the couriers.

In Short: You will need to be available THE ENTIRE DAY to receive the delivery. If not, please inform us who will be receiving your goodies on your behalf. The courier company needs to deliver hundreds of parcels in a day and cannot schedule exact delivery times with everyone. So, depending on where you are on his route, delivery can be different times throughout the day. Remember, our packaging is 100% discreet, so you can get it delivered to your work address.

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 via email. Usually, we will send the emails at the end of every workday. If you have not yet received your tracking number, check your junk mail. If you can't find it there, give us a ring to confirm when your parcel will be dispatched. (Keep in mind: If you placed your order during a weekend or after 15h00 on a working day, it would only leave our warehouse the next business day). If you have a tracking number, you can track it on the courier tracking site. If there is any problem with your parcel, we will do our best to get the issue sorted out as soon as possible to get your goodies 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.
: On the Product page of the particular item you want says "SOLD OUT", you will see an
"Out of stock - notify me!" box where you can enter your email address. Enter your email, click the email me tab, and tadaaa, your email is stored. As soon as the item is back in stock, you will be the first to know. Our inventory team frequently restocks our bestsellers. At the same time, other products may take longer - especially if we're bringing them in from overseas (this could take anywhere from six to eight weeks). So patience is a virtue. However, if you'd like to enquire about exactly how long an item will take, please feel free to drop us a line. We can also advise on great alternatives if you can't wait a single day for some fun.

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!

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, sneak a peek at some of her existing lingerie. Also, it's a good idea to take note of the colours she may prefer. I mean, if every piece of underwear she owns is black, it's unlikely she'll appreciate something in shocking pink.

Styling is also necessary - if she likes conservative and elegant, don't buy something that she will feel uncomfortable wearing. Remember, this is about her and what she would like - not about what you do! Finally, use our lingerie size guide to make sure you're getting the perfect fit. Some of our lingerie cuts are a bit smaller, so it's essential to make sure. Still, feeling unsure? Drop us a line via email or live chat. We'd love to help out.
: Of course, we do! Gift Vouchers are sent by email to the lucky recipients, and they can browse the store and choose something that tickles their fancy. Click here to get your Gift Voucher now.
: Both are penis-shaped (although some are far more realistic than others). Dildos have no motor, so they do not vibrate. These are perfect for penetration and internal stimulation, either during masturbation or couple's play. Vibrators are powered toys that vibrate and are therefore excellent for stimulation. 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 the clitoris, and boom: Welcome to O-Town!

Payment & Security

: Plenty! You can pay by debit card, credit card, Zapper, PayFlex, EFT, 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. For your security - we don't like to take credit card deets via telephone 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. A 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 but instead just another online store. When you purchase on our site, it will reflect ML WEBSTORES on your bank statement. 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. Please use your Order number as a reference so we can allocate the payment to the correct order. If there is no reference, it may take longer to allocate the payment, and it can delay the process of your order. If we do not receive your POP, we will wait until your payment reflects in our bank statement (this could take up to 3 days).
: We don't offer this as an option. Before we dispatch our goods, the payment for your order needs to clear in our bank account before we can dispatch.
: 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?

: It is your lucky day; if you live in the Durban area, that is. We are proud to say we have just opened our very first showroom. The showroom is a space that allows you to touch and feel all the best goodies we have to offer.
: Well, since we have a Durban store, it is possible to collect from our Umhlanga showroom. Sadly, if you are in the Johannesberg or Cape Town area, you will need to buy online. When you are in Durban on your next holiday, be sure to pop in and see our Showroom.
: We are looking at expanding to the Johannesberg and Cape Town region. We cannot tell you when this will be happening. Keep an eye on this space for more details in the future.
: We have selected only our top sellers to display in our showroom. If there is a particular item you want, please contact us either by phone, email, or live chat to make the necessary arrangements to ensure the item(s) are ready for you when you pop in.

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.