FAQ

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PLEASE NOTE: Living Naturally ONLY delivers within South Africa.
REMINDER: Free delivery with a cart of three or more products or if order is R950 or more.

Account queries

How do I register an account?

Click on my account https://shop.livingnaturally.co.za/shop/my-account/.
Complete your details and then select ‘Register’.
You will receive an email confirming that you have created an account, along with your username.
You can then go ahead and shop, add items to your cart and proceed to check-out when ready.

I forgot my password, what do I do?

Click on my account https://shop.livingnaturally.co.za/shop/my-account/.
Then click on ‘Lost your password?’
Enter your username or email and click on ‘reset password’

My rewards

How does the My Rewards system work?

Kindly note that our current loyalty programme is falling away as we are making way for something new and improved, designed to bring even more value.

Important notes:

Customers with current loyalty points must use them before 30 April 2026.
Any unused points after this date will expire.
Current customers can still spend their existing points, but new points are no longer being added under the current programme.

Need more details?

Kindly note that our current loyalty programme is falling away as we are making way for something new and improved, designed to bring even more value. To be communicated in due course.

How do I redeem my loyalty points?

Customers with current loyalty points must use them before 30 April 2026.
Any unused points after this date will expire.
Current customers can still spend their existing points, but new points are no longer being added under the current programme.

Please follow the below step-by-step instructions to redeem your points:

You need to login.
Go to ‘My Rewards’, located under ‘My Account’.
– You can then view your available points.
– Click on ‘Redeem’.
The system will then generate a unique coupon code which you must use at check-out when prompted to do so.
You must enter the coupon code, then click on ‘apply’.

Note: If you need to view the coupon code, you can check under ‘My rewards’ (bottom left of your screen) – and it should show under ‘coupon’.

Where do I put in a voucher / coupon code?

If you have an active coupon code – kindly note that you will be promoted to enter a coupon code during the check-out process.
It will say: Have a coupon? Click here to enter your code.

Coupon Codes

I have a coupon code, how do I redeem it?

There are two pages where a coupon code can be entered and redeemed.

Although you can register an account during checkout, it is advised that you register beforehand and then log in before you enter a coupon code.
Click here to register an account: My Account.

A coupon code can be entered on either the My Cart page (Option 1) OR the Checkout page (Option 2). See details below for both these options.

Option 1 - My Cart page

Step 1 – Click on the shopping cart icon located at the top of your screen

Step 2 – Enter your Coupon code where is says in red ‘Enter Coupon Code’

Step 3 – Once you have entered the Coupon Code, click on ‘Apply coupon’

Step 4 – Check that the discount is indeed reflecting in your basket details and if yes = you are successful, you can then click on ‘Proceed to checkout’

Option 2 - Checkout page

Step 1 – Click on the cart icon / pop up located on bottom right of screen

Step 2 – Your cart will open up – click on ‘Checkout’

Step 3 – Please click on ‘Click here to enter your code’

Step 4 – After you clicked on that – a field will appear ‘Coupon code’ for you to enter your code in.
– Once entered, please click on ‘Apply coupon’.

Step 5 – Before payment – please double check that the discount is reflecting on the order summary.
– If yes – then click on ‘I have read and agree to the website terms and conditions *’ and then click on ‘Place order’
– You will be redirected to the payment options.

Please note: A coupon code can only be redeemed once (unless otherwise specified) – and if you continue all the way through to the payment process and then cancel your order – the system would have registered this coupon code as ‘redeemed’ against your account and you will not be able to use it again. Should you still wish to redeem that coupon code, you will need to contact us to assist you further: 031 783 8000 or info@livingnaturally.co.za.

Check-out queries

How do I check-out?

Please see our suggested step-by-step procedure for check-out.

Steps to help you at check-out:

Step 1: Click here My Account | Living Naturally and register or login (login if you have already registered an account)
- Note – if you have already registered an account, your username would have been emailed to you in the welcome email.
- This email contains the system generated username which cannot be changed.
- Please use this username to login, along with the password you created.
Step 2: Go ahead and shop, add items to your cart.
- Once you have added all the items/products to your cart, click on your cart / proceed to check out.
Step 3: If you have redeemed your loyalty points (see details above on ‘My rewards’ under FAQ – Living Naturally Shop on how to do that – please note that this must be done before going to check-out) and if you have a coupon code – click on Have a coupon? ‘Click here to enter your code’
- Enter your coupon code
- Click on ‘Apply coupon’
Step 4: Enter your billing and shipping details.
- Note – please ensure that you have completed all the required fields (marked with a red asterix) under billing and shipping.
Step 5: Check that everything is correct, that all the products and quantities are correct.
Step 6: Then tick ‘I have read and agree to the website terms and conditions’.
Step 7: Then tick ‘Place order’
Step 8: You will then be redirected to Payfast for payment and you can select your payment option
- Payment options at check-out: Cheque & Credit Card, Instant EFT, Capitec Pay, Zapper or Debit Card
- E.g. – If you would like to pay with instant eft:
Step 9: Select ‘Instant EFT’
Step 10: Follow the prompts – select your bank and login in using your banking online details
Step 11: Continue with your details
- Once payment is successful, you will receive an email with your order confirmation.

Payment queries

What payment methods are available?

Credit Card / Debit Card, Pay with Zapper, or Instant EFT

Can I pay with an American Express card?

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

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?

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.

Can I pay by EFT?

Yes, we have enabled the option to pay via Instant EFT when completing the checkout process.
Simply follow the checkout steps and select Instant EFT as your payment option.
Follow the prompts – select your bank and login in using your online banking details.
Continue to follow the payment steps until you complete the process and your order is made.
Once payment is successful, you will receive an email with your order confirmation.

NOTE: We cannot assist you with our banking details / direct EFT as all orders and payments have to go through the online store / system as it is a fully automated system.

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!

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.

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

Is there a delivery cost?

Delivery charges – R30 per order.
Free delivery with a cart of three or more products or if order is R950 or more.

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/

Can I collect my order and not pay for delivery?

Unfortunately we don’t allow for collections.

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

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