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 "Vue Storefront"

FAQ

Registration / Account Details

1. How do I register an account?

Step 1: Click on the 'person' icon - located on the top right hand side of the page
Step 2: Then click on 'register an account'
Step 3: Enter your details.

You have now registered your account and can continue shopping

2. I have forgotten my password on my account? Please reset it for me.

You have access to reset your password

Step 1: Please click on the profile icon in the top right hand corner

Step 2: Click on 'Forgot the password?'
Step 3: Enter your email address Step 4: Click on 'Reset password'

3. I would like to change my password.

You have access to change your password.

If you are already logged in:

Step 1: Click on the profile icon in the top right hand corner.
Step 2: Click on 'Edit your profile'
Step 3: Tick the box 'change my password'.
Step 4: Enter your current password, new password and repeat new password
Step 5: Then click on 'Update my profile'

If you are not logged in:

(see point 2 under Registration / Account details: 'I have forgotten my password on my account? Please reset it for me.')

Payment Queries

1. What payment methods are available?

Credit Card / Debit Card or Pay with Zapper

2. Can I pay with an American Express card?

Yes, we accept Visa, Mastercard and American Express cards.

3. I have entered all the credit card details but nothing happens?

This may be due to your card. If it is a new card and you haven't used it before for online purchases, it may be blocked by the bank for security reasons. You may need to call your bank to open the card for online purchases.

You could try paying with zapper instead?

4. I am not comfortable entering my card details and CVV number. Are my details safe and secure?

Kindly note that all payments are safe and secure and all measures have been taken to keep data secure. We are a reputable company and we use Paygate as the payment system with no issues.

The alternative option is to use Zapper.

5. Can I pay by EFT?

You unfortunately cannot pay us via EFT as it is currently not a payment option. Kindly note that all payments have to go through the online store / system by paying with a Credit card / Debit card or Zapper.

6. How does Zapper work?

Zapper is a mobile app that allows you to pay your bill by simply scanning the QR code on the screen at check-out, with your Smartphone.

You will need to download the Zapper App onto your phone. Go to your app store, search for Zapper and select download. Download is free.

Open Zapper. Select register. Create your profile and Securely load your Card info and create your secret password. Safe and Secure.

Once done - Time to use Zapper. Scan, Pay & Go!

7. How do I pay with Zapper?

Step 1: Download the Zapper app (refer to point 6 under payment queries)

Step 2: Select Scan in the Zapper menu.

Step 3: Hover your phone over the QR code, and follow the steps after you hear a beep.

8. Is Zapper safe?

Yes it is, Zapper uses military grade encryption to ensure that no one can get your card details. Your card details aren't stored on the phone, and not even Zapper can see the PIN that you set up in the app.

Delivery Information

1. Is there a delivery cost?

Yes - we are currently running a door to door delivery special of R75 within South Africa.

Please note free delivery for orders of R650 and over.

2. How long does delivery take?

Delivery is within 2 to 5 working days depending on the order's destination and courier schedule.

If you live in an outlying / remote area, it may take longer than 5 working days.
For further information, please click on https://shop.livingnaturally.co.za/delivery

3. Can I collect my order and not pay for delivery?

Unfortunately we don't allow for collections.

4. Do you deliver overseas?

No, we do not deliver overseas, we deliver only within South Africa.

For further information on A.Vogel international stockists, click on https://www.avogel.com/company/international.php

5. I have placed an order, when can I expect it to arrive?

Delivery is within 2 to 5 working days depending on the order's destination and courier schedule.

If you live in an outlying / remote area, it may take longer than 5 working days.

Courier IT orders may be tracked via the Courier IT website by using your waybill number which would have been emailed to you: https://www.courierit.co.za/

Should you require any further assistance, please email info@livingnaturally.co.za or call 031 783 8000 during office hours.

Checkout Process

1. Please guide me through the check-out process

Once you are ready and you have all the items you need in your shopping cart, click on 'Go to checkout'

Kindly note the following steps for check out:

1 - It will say either CREATE ACCOUNT (which means you have not created an account or are not logged in) or PERSONAL DETAILS (which means you have already created an account).

1 - CREATE ACCOUNT

It will say 'Create account' - please do so if you have not registered an account

Step 1: Enter your details

Step 2: Tick the box 'I accept Terms & Conditions'

If you have already registered an account you can just click on 'login to your account'

Log in and then click on 'Continue to Shipping'

1 - PERSONAL DETAILS

Enter your name, last name and e-mail address (if not already populated) and click on 'Continue to Shipping'

2 - SHIPPING

You must complete every single input field in the shipping area.

If an area is skipped, you won't be able to continue.

Please ensure you enter your suburb information - this is very important in locating the correct address.

Additional information - this is if you have any instructions for the driver e.g. hoot at the gate

If you have no instructions, you can leave this blank, this is the only field you can leave blank.

Once all the Shipping fields are completed - click on 'Continue' which will be green. If it is still greyed out - please double check you have completed all the input fields.
3 - VOUCHER

If you have been given a voucher code, you can enter that here and click on 'Add'

If you do not have a voucher code, leave this blank and click on 'Continue to Payment'

4 - PAYMENT

Step 1: Tick the box 'Copy address data from shipping'

Step 2: Select your payment choice 'Credit card / Debit Card' or 'Pay with Zapper'

Click on 'Review and pay!'

If the 'Review and pay' is greyed out, this means you can't continue, please check that all the fields have been completed / filled in.

5 - REVIEW AND PAY

Please double check all the items in your basket and pricing

Tick the box 'I agree to Terms and conditions'

Then continue with the payment process.

2. I am unable to proceed to the payment section, please help?

This can sometimes happen when the delivery address input fields are not all filled in. Please double check that every single one of the input fields for the delivery address are completed / filled in, only then will the system allow the process to continue.

3. How do I change quantities during the check-out process?

To change quantities during the checkout process / shipping, you need to 'return to shopping' and to do that you need to:

Step 1: Scroll all the way to the top of the page.

On the top on the left-hand side - you can click on 'Return to shopping'

It will take you back to the homepage.

Step 2: Now you must click on the shopping cart icon located on the top right-hand corner
Your shopping cart will be displayed.

Here you can increase or decrease items by clicking on the up or down arrow next to the quantity displayed of each product

You can also remove items from your cart here by clicking on 'Remove'
You can also empty / clear your cart by clicking on 'Clear cart'
Step 3: Once changes are done and you have checked that everything is in order, click on 'Go to checkout' and continue with the check out process outlined in point 1.