FAQs

Can I cancel my order?

Once an order is placed we instantly process your order to ensure the quickest delivery possible.

However, if you wish to cancel your order, please contact us immediately. We will look into the status of your order to determine if your order can be cancelled.

Please be advised that once an order has been fully put through, no changes or cancellations can be made on your order.

As the customer it is within your rights to withdraw your order placed on our website within 14 days after 1) the date you have received the order or 2) after the date you received the last item if you have placed an order with several items in the same order. Hibacci will honour your right to withdrawal when your withdrawal request is sent to Hibacci through:

  • Return form
  • Or by contacting customer service through support@hibacci.co.za  or by sending a WhatsApp message to +27 65 968 3279. In all cases, this must be done within the aforementioned 14 days.

We will process a refund within 14 days if your request is reported to us within the aforementioned 14 days. This goes for all payments you made related to the cancelled order. Delivery costs included (if applicable and the maximum being the least expensive type of standard delivery we offer). If you have already received your order, all items must be returned within 14 days. Starting from the day your withdrawal request is reported and in conformity with our return policy. The return costs are on the customers’ expenses. We will reimburse the shipping costs for the cancelled order once we have received proof of shipment or as soon as we have received and processed the returned items.

The customer is liable for the decrease in the value of the items. When concluded that the decrease is a result of you using the items in a manner beyond what is necessary.

If as a result, we cannot determine the nature, characteristics and operation of the item. It is within the customer’s responsibility to bear the risk and burden of providing us with the withdrawal request correctly and timely.

What is your returns policy?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order.
Operating hours from 9 AM until 6 PM CAT time on business days.

You can open the package and check the contents. Returns will only be accepted when the shoes are unused and in the original packaging.

Please note: for orders placed during our online sale the return period is 14 days and that we do not cover the return costs.

What is the status of my order?

Once you have placed your order you will receive an order confirmation through email. We will process the order for you as soon as possible to ensure fast delivery. When your order is ready to be shipped, you will receive an email from us with a personal track & trace link. You can use this link to track your package until it is delivered to you.

If you haven’t received an order confirmation, please first check if your payment went through and contact us immediately.

The product I am looking for is out of stock. Will it be restocked?

At Hibacci we take pride in the unique products we design. That’s why we almost never reproduce our models and they’re only released once on the website. Occasionally, some sold-out products and sizes are restocked. Please keep an eye on our social media and newsletter to stay up to date.

Can I exchange my shoes?

Unfortunately, it is not possible to exchange shoes, but you can always place a new order to get your desired Hibacci. Please return the shoes that you do not wish to keep and we will activate a digital gift card, so you can place a new order.