FAQ

If you need any assistance please look through all FAQ below as most problems can be solved easily. If you are still experiencing any issues contact my support team by creating a ticket below and someone will get back to you. Thanks

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If you are looking for information regarding SHIPPING, please click here.

ORDERS & PAYMENTS

Where can I find your products? How can I place an order?

Just visit the home page to find the available products. Click on one of them to visit the relevant product page and see more photos and a description of the product. Use the “Add to Cart” button to select the product(s) you would like to purchase. Once you are done shopping, just select your Cart from the main menu (top right corner) and click “Buy” to proceed to the checkout page and place your order.

What methods of payment do you accept?

You can pay via Card (Visa, Mastercard), PayPal, Apple Pay and Google Pay.

I have enough money available so why won't my payment go through?

If you are using a card, quite often the issue is with your bank and the fact that you are making an international purchase / they may not recognise my domain. Please get in touch with them to resolve the issue or try using another card or payment method.

Problems in receiving your order or dispatch confirmation email?

Please check the email account used to complete your order. Your order confirmation email (as well as dispatch confirmation email if your order includes physical items) should be there. If you can’t find your email, please:

  • Make sure you are checking the same email account you used for your order with us.
  • Remember that confirmation emails may take up to 24 hours to reach your inbox.
  • Try checking your junk / spam folders.
  • Search your email account for “THRST”, your order number, name of items purchased

Can I change my order?

We will unfortunately not be able to make any amendments to your order after you have placed it with us. Please double-check your order before completing your purchase.

What can I do if I entered the wrong delivery address?

Unfortunately, we cannot make any amendments to your address after your order has been placed. Please double-check your address during checkout as your order will be delivered there and you will be responsible for retrieving it.

If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded and you will need to create another order again. You will not be refunded for postage as we have incurred the cost sending you the order.

What can I do if I made a duplicate order?

If you have placed the same order more than once please contact our team immediately by submitting a ticket and see if they can cancel the duplicate order for you and refund you. Please note that we cannot guarantee cancellation requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 48 hours to review your ticket and by then, your order might already be fully processed.

CHECKOUT

What is my login?

Your login is the email you used if you have previously purchased anything from us or if you have used our Aflete app. Try signing up again with your email to know if you have used that email before. If you need to reset your password, see following FAQs.

How do I reset my password?

Go to checkout and select “login here”. Enter your email address and then click below the login button, where it says “Forgot Password? Reset it here”. If your email address is correct and you already have an account you’ll receive an email with further instructions.

REFUNDS & RETURNS

Can I exchange / return my order?

Unfortunately, we cannot exchange or refund any physical products due to hygiene reasons. This is according to our terms and conditions.

Any returned parcels sent by the customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded.

We apologise for any inconvenience this may cause and thank you for your support.

What can I do if my product is faulty?

Should you receive a product that is defective or has a fault, we will happily look into offering a resolution. Please contact our support team with the following information: 

  • A full description of the fault
  • Photographic evidence attached

Please note issues of this nature need to be reported to us within 60 days.

Where can I find your terms and conditions?

You can see our T&C document here.