frequently asked questions
COVID-19 ( CORONAVIRUS UPDATE )
For more information on the Coronavirus, please see the South African government’s website portal here. There has never been a better time for self-love!
What if my subscription box never arrived?
Please contact our very friendly Customer Care Team at firstname.lastname@example.org or via our Facebook DM’s or Instagram messenger. Please take note that there will be a R100 (ZAR) re-postage fee if the following applies:
● The address was been entered incorrectly
● The address was not updated before our shipment list was collected
● The Sanctum Selfcare Box was returned after numerous attempts to deliver by the courier.
We recommend that the delivery address that you use is where you will most likely be during business hours.
Your account details including your shipping address can be changed at any time by logging into your Sanctum Selfcare account
1. Go to the ‘My Account’ tab
2. Scroll down to the address field and hit ‘Manage Address’
3. Pick the billing or shipping address that you want to change and hit ‘Edit’
4. Change your address and hit the ‘Save Profile’ button.
Currently, Sanctum Selfcare Subscription boxes are only available in South Africa.
How do I track my delivery?
Once your Sanctum Box order has left, our courier dispatch team will send you an email so you can track your order right to your door! We partner with the Courier Guy to get your box of self-care delivered to your door!
How much does delivery cost?
Shipping costs are calculated at check-out on the website. And the delivery charge for courier delivery varies depending on where the order is going.
Main Centres e.g. Cape Town, Johannesburg, Port Elizabeth, Bloemfontein, Durban, Pietermaritzburg, KZN coast (from Richardsbay to Durban to Port Edward) R75 on any size order
Regional Areas e.g. Kenton-on-Sea, Plettenberg Bay, Rustenburg R150 any size order
Remote Areas e.g. remote farms, mines Not Offered
Our system will offer you the appropriate charge based on your delivery address during the checkout process. If the courier service option is not displayed it means that you want your order delivered to a remote area where we can unfortunately not offer delivery via courier service.
What do I do if one of the products is missing or arrives broken?
On the rare occasion that your item arrives damaged or a product is missing, please send an email to our Customer Care Team at email@example.com and they will happily assist you. If you can, please take a photo of the damaged item as this helps our packing team improve the way products are sent.
Kindly take note that we are only able to process requests for replacements within a four week window of you receiving your box.
Can I swap one of the products in the box?
Unfortunately not. Each box is specially curated for you to try out and enjoy new natural wellness and lifestyle products. So while we hope you will love all our product selections, there may be one or two that aren’t for you. Why not pass-it-on to someone you know who may enjoy it or donate it to a women’s shelter?
What are my payment options?
You will be prompted to make payment by the following method:
● Credit/debit card,
● EFT (Electronic Funds Transfer) or
If you need to change your payment method, this can be done within your account on the Sanctum Self-Care website. Simply log in on sanctum.surgedigitalhost.co.za;
1. Go to the ‘Subscriptions’ tab
2. Click the gear icon next to your subscription status and select ‘Update Payment’
3. Change your payment details and click ‘Update Payment’.
What do I do if I wish to return the subscription box I purchased?
You are welcome to return the full subscription box with unopened products purchased within 7 days of receiving it. Unfortunately, we can only accept goods for return that are still in their original unopened packaging. You will have to pay to have the item couriered or posted back to us, but as soon as we receive it, we will issue you a credit note. Refunds are dealt with on a case-by-case basis and are generally processed within 5 working days.
What is your cancellation policy?
Monthly memberships may be cancelled or paused at any time, for up to 3 months. All membership cancellation requests can be completed via your Sanctum Self Care account or by emailing our Customer Care Team at firstname.lastname@example.org.
HEALTH WARNING AND AGE RATING:
Does SANCTUM Self care subscription Box have an Age Rating?
No, but that does not mean that all the products we feature in our box are suitable for younger skin. Some of the products have active ingredients, which can be too harsh for younger skin; we consider this when allocating our boxes. However, sometimes it is unavoidable and harder for us to judge. We generally do not recommend our box for under 16’s, thank you for your understanding.
Can I use the Sanctum products if I am pregnant or have a pre-existing health condition like High Blood Pressure or Diabetes, etc.?
We have taken every precaution to ensure our products are natural and safe; however, some essential oils and aromatherapy products may affect your specific health condition. Therefore, if you are unsure about the products you are about to use, always check with your healthcare professional beforehand.
Please read all about Patch Testing here.