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Frequently asked questions

Have a different question and can't find the answer you're looking for? Reach out to our support team by sending us an email at info@purityshop.co.za and we'll get back to you as soon as we can.

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Made by Pantry Club Pty Ltd

How do I reset my password?

Go to the login page and select “Forgot Password”, then follow the onscreen instructions
to reset your password.
If you encounter issues resetting your password, contact support and we’ll be happy to assist you further.

Do you offer nationwide delivery?

Yes, we deliver across South Africa. Delivery times may vary depending on your location.

If I order today, when will I get my order?

All orders placed by 6pm will be delivered in the next 48 hours depending on your delivery location.


Here’s how it works:

  • Standard delivery within our driver network typically takes up to 2 working days (48 hours).
  • Courier delivery, outside of our driver network, typically takes 3-5 working days.

Working days are Monday to Friday however, delivery times may be affected by public holidays or high order volumes.

If it’s been longer, let us know and we’ll assist!

Why is my EFT payment taking long?

Make sure to use your account’s registered mobile number as the reference when making an EFT payment or Instant EFT payments to ensure a quick allocation.

How much is the delivery fee?

All deliveries are free on Purity Shop.

How can I track my order?

Once your order has been placed, you will receive tracking updates via WhatsApp or SMS. You can also view your order status in your order history.

Why did my card payment fail?

Ensure that you complete the banking authentication process and that you have sufficient funds available in your bank account.
If your payment fails again, contact our support team for assistance.

Why am I not able to checkout for my order?

Check if all the products in your cart are available and remove or replace any products that are out of stock.

Also check that your delivery address is correct and the postal code has been entered when you save your addresses.

Can I cancel or modify my order?

Yes, you can cancel your order before it has been dispatched, Please contact customer support immediately for assistance.

No, you cannot modify your order if it’s already been invoiced.

Can I pay with multiple payment methods for the same order?

Yes, you can pay with your top wallet and pay the balance using your debit or credit card.

What is the minimum order amount?

The minimum order amount is R35. Add more products to your cart until you order amount is above R35.

Can I change my order delivery address?

Yes, if you’ve already placed your order and want to change the delivery address before it is dispatched, please add the new address to your profile first. Once that’s done, contact our support team and they will assist you with updating your order’s delivery address.

How do I make payment for an incomplete order?

Go to your order history and click on the order number of the incomplete order.
Click on the “payment” button and follow the onscreen instructions.
For further assistance, contact our support team

Is there a maximum order amount?

No, you can place orders for any amount above R35.

Can I update my mobile number for my account?

Yes, contact our support team and provide them with both your old and new mobile numbers and they will take care of the update for you!