We will email you whenever the status of your order changes.
You can also track your order by navigating to My Orders (under the My Account section of our website). Here you will see a history of your purchases and the current status of pending orders.
Unfortunately, our customer care team doesn't have the ability to speed up the delivery or give you more information than already provided via the tracking link.
Payment hasn’t been received or allocated to your order
All our payment methods require payment to be made in checkout.
There was an inventory error
Although we do our best to ensure our stock levels are accurate at the time of purchase, there are instances where they are unable to locate the item for dispatch. If this happens, you will receive a notification that your item/order has been cancelled and you will be refunded in the form of an online credit and if you require a cash refund, this may be requested via EFT.
We suspect your order to be fraudulent
Your purchase was processed successfully if you can answer 'YES' to the following questions:
Question 1: Were you taken to a Thank You page on completion of your purchase?
Question 2: Did you receive an email confirming your order?
Question 3: Navigate to My Orders. Is your order there?
If you answered 'NO' to all 3 questions above then your order did not go through.
Note most banks will notify you via sms that a transaction has occurred on your account.
Unfortunately, once an order is paid and placed, we are unable to make any changes to it.
Once placed, orders cannot be cancelled. If you no longer want to receive the order, you can email the store and, if it hasn’t been dispatched, stop the delivery. The cancelled order will be processed and the refund allocated on your account. A cancellation fee of 7% will apply to all cash refunds.
On Tap's Click + Collect offers the option to collect your order instead of having it delivered. Our service includes 24+ nationwide On Tap store locations, that are open 6 days a week for your convenience. Check store trading times on our website.
At the store that the order is placed at. You cannot order in one store and collect in another store.
The On Tap Team will notify you by email within 2 to 4 working days, once the order is ready for collection.
Opening hours may vary from store to store, but are mostly:
Opening hours will be confirmed on your Ready to Collect email.
You will receive an email when your order is ready for collection. You can collect your order by showing the invoice or the collection email.
If you arrive at the On Tap Store and your order is not ready:
The address will be displayed in checkout. You will also receive the address in your email when the order is ready for collection. Here is a list of all On Tap Stores & their locations: https://ontap.co.za/storelocator
Click + Collect is free for all orders.
You can pay using any of the available payment methods during checkout. On Tap Stores do not accept payment for online orders at store level and therefore you cannot use Cash on delivery as payment method.
If you choose to nominate someone else to collect an order on your behalf, you will need to provide them with your order number.
Unfortunately it is not possible to change the delivery method once your order has been confirmed and paid.
It is not possible to change the On Tap Store once your order has been paid and confirmed.
Yes, you can drop off your return at the same store that you collected it from. You would need to select Drop-off when you log the return.
Credits for returns will be processed once the returned item has been received and inspected at the store. It takes 3 to 5 working days from collection or drop-off to receive and inspect the items at the store. Once inspected it takes up to 5 working days for the credit to reflect on your account.
We’ll also keep you updated on the progress of your return and credit via email.
If items have been cancelled from your order due to an inventory error or a supplier being out of stock we’ll notify you via email & issue a credit to your account.
Any credit note will automatically be refunded to your On Tap account. This is the fastest refund method as it does not rely on banking systems to be processed. You are then able to use this credit for any other purchase.
If you would like the amount refunded to your bank account via EFT.
Submit your banking details via email to the store you purchased from and the refund will be processed, it can take up to 5 days for the refund to reflect in your account.
Delivery fees are not refundable unless an order has arrived damaged, faulty, incorrect or missing.