Secure Payment
Safe, secure, and trusted payment methods for your peace of mind.
Warranty
Quality assured with our reliable limited warranty on select products.
Frequently Asked Questions
Shipping
What is standard shipping?
What is standard shipping?
Standard shipping is Move’s default delivery option and is calculated based on your delivery location, order size, and weight.
The standard shipping rate is R120, and the final shipping fee is shown at checkout before payment.
Why is my shipping more than the standard R120?
Why is my shipping more than the standard R120?
Shipping costs may exceed R120 if:
- The order is large or heavy;
- The delivery address is remote or difficult to access;
- The order includes multiple parcels shipped from different locations; or
- Special handling is required.
All shipping costs are calculated automatically and displayed at checkout.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Shipping addresses cannot be changed once an order has been processed.
If your order has not yet been dispatched, contact Move Support immediately and we’ll assist where possible.
Why did my items arrive in separate parcels?
Why did my items arrive in separate parcels?
Your items may be shipped separately if they:
- Come from different sellers;
- Are stored at different locations; or
- Require different handling.
Each parcel will have its own tracking details.
What are the delivery / shipping days?
What are the delivery / shipping days?
Orders are delivered on business days only (Monday to Friday, excluding public holidays).
Estimated delivery times depend on your location, product availability, and courier coverage:
- Main cities and urban areas: typically 2–5 business days after dispatch
- Rural areas: delivery may take longer than standard lead times, as courier services service these areas less frequently
Delivery timelines are estimates and may be affected by factors such as weather, access to the delivery address, or courier capacity. You’ll receive tracking updates via email and SMS or WhatsApp once your order has been dispatched.
Do you deliver to farms?
Do you deliver to farms?
Move currently does not deliver directly to farms.
However, Move has trusted partners that can assist with bulk deliveries, such as agricultural input supplies, delivered directly to the farm.
This service is evaluated on a case‑by‑case basis, taking into account:
- The order size, and
- The location of the nearest supporting branch.
If you would like to enquire about bulk farm deliveries, please contact Move Support at: info@move.store
Returns & Refunds
How do returns and/or refunds work?
How do returns and/or refunds work?
All returns and refunds are handled in accordance with Move’s Refund Policy and the Consumer Protection Act.
Returns must be logged online and approved before goods are returned.
What if my product is defective?
What if my product is defective?
If your product is defective, damaged, or not as described:
- Log a return via your Move account.
- Once assessed, you may be entitled to a repair, replacement, or refund.
How do I initiate a return?
How do I initiate a return?
- Log in to your Move account.
- Go to your Orders page.
- Select the order and request a return.
- Follow the return instructions provided.
Returns sent without being logged first may not be accepted.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Move does not currently offer direct exchanges.
Please return the item for a refund and place a new order for the desired product.
How long does it take to process a return?
How long does it take to process a return?
Once the returned item has been received and inspected, refunds are processed within 10–14 business days, depending on your payment provider.
Where can I find Move’s Return Policy?
Where can I find Move’s Return Policy?
You can view the full Return & Refund Policy here:
https://move.store/policies/refund-policy
How do I contact Move Support?
How do I contact Move Support?
For assistance, contact:
info@move.store
or use the Contact Us form on the Move website.
Orders & Purchases
What payment methods are available?
What payment methods are available?
Move accepts secure online payments via Paystack, a trusted and widely used payment platform that ensures safe, encrypted transactions.
Available payment options include:
- Credit and debit cards
- Scan to Pay (where supported)
- SnapScan
All available payment methods will be displayed at checkout. Paystack is used by leading businesses across Africa and complies with industry security standards.
Can I cancel or edit my order?
Can I cancel or edit my order?
In exceptional cases, amendments may be considered on a case‑by‑case basis, depending on the status of the order.
Once an order has been confirmed or dispatched, it can no longer be edited and must follow the returns process.
If you need assistance, please contact Move Support as soon as possible at:
info@move.store
What if there is a problem with my order?
What if there is a problem with my order?
If your order is incorrect, incomplete, or damaged, please contact Move Support with your order number and details of the issue.
We’ll investigate and assist in line with our Returns & Refunds Policy.
I partially received my order
I partially received my order
Some orders may be delivered in multiple parcels if items:
- Come from different sellers; or
- Are dispatched from different locations.
You’ll receive tracking details for each parcel.
If items are still missing after all parcels have been delivered, please contact Move Support.
Can I purchase from multiple sellers in one order?
Can I purchase from multiple sellers in one order?
Yes. Move operates as a marketplace, which means a single order may include products from multiple sellers. These items may be shipped separately and delivered at different times.
Warranty
Do Move products have a warranty?
Do Move products have a warranty?
Yes. All products sold on Move are covered by the Consumer Protection Act (CPA).Where applicable, manufacturer warranties also apply.
How do I submit a warranty claim?
How do I submit a warranty claim?
To submit a warranty claim:
- Log in to your Move account.
- Go to your Orders page.
- Select the relevant order and log a warranty or return request.
- Follow the instructions provided.
You may be asked to provide images or additional information to support your claim.
Order Tracking
How do I track the progress of my order?
How do I track the progress of my order?
You can track your order by:
- Logging into your Move account;
- Going to your Orders page; and
- Clicking on the relevant order to view tracking details.
You will also receive status updates via email and SMS or WhatsApp when there are updates on your order.
What courier service does Move use?
What courier service does Move use?
Move uses reputable courier partners, preferably The Courier Guy.
Courier partners are selected based on delivery location and service requirements. The courier used for your order will be shown in your tracking information.
Where can I get my waybill number?
Where can I get my waybill number?
Your waybill number is included in your shipping confirmation email.
What happens if I am not available at the time of delivery?
What happens if I am not available at the time of delivery?
The courier may:
- Attempt redelivery; or
- Contact you to arrange an alternative delivery time.
Unsuccessful deliveries may result in delays or additional delivery attempts.