Frequently Asked Questions

Below, you’ll find answers to some of our most popular questions.
If you’ve got more, or would like to speak with us directly, feel free to call, email or fill out the form at the bottom of this page and we’ll get right back to you.

How do I reset my password?

Navigate to the My Account page and select the “Lost your Password?” link.

How do I create an account?

If you don’t have an account with KASIH, register by completing the new customer sign-up process. You can do this by selecting the My Account option at the top of this page.

How do I use a coupon or voucher?

Coupon or voucher codes can be entered in Cart, or during the Checkout process. Enter the voucher number  / coupon into the field and click Apply Coupon.

How do I search for products?

Use the navigation at the top of the site to take you to the category you want to shop in, click on the blocks displayed on the homepage or use the search bar to find exactly what you are looking for.

Where can I find my wishlist?

Your KASIH Wishlist is indicated by a heart-shaped icon. It can be found in the top-right corner near the checkout button.

How do I view my cart on the website?

Click on the shopping cart icon that appears on the top right hand side of your screen. It will now show you your cart, you can change the quantities and remove items.

Where is my order?

When your order has been packed and is ready to be couriered, you will receive an email with the subject line: ‘Your order is being shipped’. This email contains a link which will take you directly to KASIH’s order tracking page.

How do I cancel my paid order?

Please call our KASIH Support Team on 062 648 4095 (remember to have your order number on hand!) They will request a cancellation and initiate your refund.

How do I cancel my unpaid order?

KASIH orders cancel automatically within 48 hours if no payment has been successfully received. Alternatively, you can contact our KASIH Support Team on 062 648 4095 for an immediate cancellation.

Why was my order cancelled?

The most common reasons for cancelled orders are: (1) The transaction was unsuccessful due to the payment method used (credit card or instant EFT); (2) Payment for an EFT order was not received within the time allowed (24 hours).

Stock shortages

Every effort will be made to ensure that KASIH can fulfil your entire order once a purchasing contract (“sale”) comes into effect. However, if when packing your order, KASIH is unable to fulfil certain product(s) in your order:

KASIH will notify you thereof by emailing you and by allocating store credit to your KASIH account to the value of the Rands paid/ KASIH gift vouchers used for the product(s) that could not be sent to you. Should you wish to be refunded for the products that could not be sent to you please reply to the email received, in order to inform our client service team that you wish to have your store credit converted into a refund. Your requested refund will be to your credit card should you have paid by credit card and into your bank account should you have paid by EFT or SnapScan when you placed your order. Kindly include your banking details in the email, should you be requesting an EFT refund.

In the event of a stock shortage, and you used a promotional/ discount coupon against all or part of the product(s) that cannot be fulfilled, KASIH will not allocate the value of the discount/ coupon as store credit. Please refer to the specific coupon terms and conditions for more information on whether the voucher will be reinstated and, if relevant, how the reinstated voucher will be sent to you.

If you become aware of the fact that product(s) is/are missing once you receive your parcel, and KASIH does not notify you thereof via email beforehand, please contact KASIH as soon as possible on 062 648 4095 or email to notify KASIH thereof so that we can resolve the situation as quickly as possible. If contacting KASIH via email regarding missing the product(s), please use your order number and the phrase “missing product(s)” in your subject line of your email.

What payment methods can I use?

These are different payment methods you can choose from during checkout including Visa or MasterCard credit/debit cardsElectronic Funds Transfer (EFT), and SnapScan.

How do I make an EFT payment?

Log in to your internet banking profile. Make your EFT payment for the exact amount. Please use your KASIH order number as reference.

Banking Details:
Bank Name: FNB
Account Type: CHEQUE
Account Number: 62771842757
Branch Name: Cape Town
Branch Code: 250 655

Is it safe to use my credit card on KASIH?

Yes. These are the reasons you should have peace of mind:

KASIH makes use of Payfast, a PCI-DSS Level 1 certified transaction platform and credit card storage vault to securely process your transaction. Read more about Payfast here. KASIH does not have access to your card details.

The entire KASIH website is served via a secure, private connection using HTTPS.

KASIH supports 3D Secure, which is a new method of security mandated by the Visa and Mastercard Associations. 3D Secure provides an extra layer of security by requiring that the cardholder submits a second level of authentication when shopping online. It is managed by South African banks to enhance security of online transactions. Mastercard’s product is called “SecureCode” and Visa’s product is called “Verified by Visa”.

Can I use a foreign credit card to pay?

Yes. However, KASIH may request supporting documentation from shoppers using foreign cards. You will receive an email within 2 working days, requesting a copy of your ID.

How do I use SnapScan?

SnapScan is a convenient smartphone app that stores your credit/debit card and enables you to pay with just a few taps. Available for iPhones, Android and Blackberry devices.

When paying using SnapScan:

Open the SnapScan app on your phone
SCAN the displayed QR Code on screen or in your payment instruction email.
Tap the “Pay” button
Enter your 4-digit SnapScan PIN or use Touch ID
You will be prompted to go through 3D Secure to complete your purchase

Can I open a KASIH credit account?

Unfortunately we do not offer a KASIH credit account facility.

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