Shipping and Returns
This page outlines El Gecko Publishing’s shipping and return policy.
- General Shipping Information
- Overseas Orders
General Shipping Information
We use Paxi counter to counter service for orders to be delivered in South Africa. For orders outside of South Africa, please request a quote.
What is Paxi
PAXI is a parcel service that allows consumers, agents, suppliers, and institutions to SEND, COLLECT & RETURN parcels to over 2000 PAXI collection points. For your convenience, there is a PAXI point in every PEP Store.
Choosing where to collect your parcel from
Visit the Paxi delivery location map.
Collect your parcel at your chosen Paxi counter:
- When collecting a parcel bring the one-time PIN you received via SMS, as well as proof of identity.
- With longer business hours, you can collect your parcel at a time that suits you, instead of waiting around for your delivery or worrying that you’ll miss it while you’re out.
- There are over 2000 PAXI points in PEP Stores across SA, so there will always be one conveniently located near you.
To collect your parcel:
- You will receive an SMS with an OTP (One-time PIN) when your parcel has arrived.
- Take this OTP and proof of identification to the correct PAXI point.
- The store assistant will verify your OTP and ID and retrieve your parcel.
- Let the store assistant scan the barcode on your parcel and sign for it before you take it home.
Unfortunately, our options are limited here in our little town, so we can send via Post Office, but strictly at client’s risk, as they are notoriously unreliable. Otherwise, we will need to obtain a quote from our local courier, on an individual basis, depending on size of parcel and destination. It is usually way more expensive than the books themselves. Unless you are desperate for a print copy, we suggest PDF versions as overseas gifts.
Thanks for shopping at El Gecko Publishing. We’d like you to be happy with any products you purchase from us. So if you’re not entirely satisfied with your purchase, we’re here to help. All goods are dispatched, in good condition, at the buyer’s risk. We aren’t liable for damage done in transit. Our courier does insure all parcels to a value of R1000 for damages done in transit, or loss of goods.
Please notify us by e-mail, at email@example.com, within 14 days of dispatch, if any item (excluding PDF downloads; there are no returns or refunds on e-books) purchased from the El Gecko Publishing website, is:
- incorrectly supplied,
- faulty (missing pages, miss-bound or miss-printed)
- or damaged
Please include details, and photographic proof, of the problem. Depending on the value of the item, it may not be worth the expense of shipping it back, so please wait until we respond to your e-mail, before doing so, and we will let you know whether this is necessary.
If the item was incorrectly supplied, faulty or damaged, we will do our best to exchange it for the correct one, depending on the availability of the product, and will cover the cost of shipping the replacement to you.
If not available, we will refund your money, including the shipping cost, as soon as we have verified that everything is in order.
If the goods are returned for any other reason, you have 7 calendar days to return an item, from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. In this case, you will be responsible for paying for your own shipping costs for returning your item.
Once we receive your item, we’ll inspect it and let you know the status of your refund. If your return is approved, we’ll initiate a refund to your credit card (or original method of payment.)
Shipping costs are non-refundable, so if you receive a refund, the cost of return shipping will be deducted from it.
Contact us if you have any questions on how to return your item to us. Physical and postal return address is:
35 Christina de Wit Road, Prince Albert, Western Cape, South Africa, 6930
Please note that no interest will be paid on any owed amounts.
Refunds will be effected using the same payment method initially used by the customer.
For all Direct Deposit payments please email us your following deposit details:
- Name of the account holder
- Bank name
- Branch name
- Branch code and
- Bank account number
If you paid by credit card the money will be paid back to your credit card account. You will be notified once the refund has been paid via email.