Customer Help

Orders placed before 12:00 SAST on a working day are dispatched the same day. Delivery to major centres takes 2–3 working days, and outlying areas typically 3–5 working days by courier. As soon as your parcel is collected, you'll receive a tracking link by SMS and email so you can follow it door to door.

Click Register at the top of the site, enter your name, email and a password, and you're done. An account isn't required to check out, but having one lets you track orders, view your order history and check out faster next time. If you've ordered before, you can also create an account using the same email and we'll link your previous orders.

If you have an account, sign in and update your saved address under Addresses before placing your next order. To change the address on an order you've already placed, contact us as soon as possible — if the parcel hasn't been dispatched yet we can update it. WhatsApp us on 015 297 8666 or email info@alcell.co.za with your order number.

Once your order ships you'll get an email and SMS with a tracking link from the courier — just tap it to see live progress. If you have an account, you can also see the status of every order under My Account. Can't find your tracking details? Message us with your order number and we'll send them through.

No. We never see or store your full card details. All card payments are processed securely by our payment provider on encrypted, PCI-compliant servers — your card information goes straight to the bank and is never saved on our site.

All our prices include 15% VAT as required in South Africa, so the price you see is the price you pay — there's no tax added at checkout. A full tax invoice is emailed with your order confirmation, and we're happy to issue one in your business name on request.

We ship nationwide across South Africa, with free delivery on orders over R1 500. For deliveries to other countries in Southern Africa, please message us first with your address and what you'd like to order, and we'll arrange a courier quote for you.

In most cases yes — we try to send your whole order in a single parcel. Occasionally, when items ship from different stock locations or are different sizes, your order may arrive in more than one delivery. If that happens you'll get a separate tracking link for each parcel, and you're never charged extra for the split.

You have 7 calendar days from delivery to cancel an online order under the Electronic Communications and Transactions Act, plus the standard cover for products that are defective or not as described. Items should be returned unused and in their original packaging where possible. Full terms are on our Return Policy page.

We're sorry about that — we'll make it right at no cost to you. Message us on WhatsApp at 015 297 8666 or email info@alcell.co.za with your order number and a photo of what you received. We'll arrange a free courier collection and get the correct item out to you straight away.

Please let us know within 48 hours of delivery. Send us your order number and a few photos of the damage (including the packaging) via WhatsApp or info@alcell.co.za. We'll arrange a replacement or repair and cover the courier both ways — there's no charge to you for goods damaged in transit.

Please don't post anything until we've confirmed the return — that way we can issue a reference and arrange the right courier. For most returns we'll send a courier to collect from you. Where a return needs to be sent in, our address is 76 Bok Street, Polokwane, 0700, South Africa. Always include your order number with the parcel.

The fastest way is WhatsApp — most customers get a reply within minutes on 015 297 8666. You can also email info@alcell.co.za, call 015 297 8666 during office hours, or use the form on our Contact page.

Contact us immediately. If your order hasn't been dispatched yet, we can correct the address before it ships — message us on WhatsApp or email info@alcell.co.za with your order number and the correct address. If it has already shipped, we'll work with the courier to redirect it where possible.

Yes, as long as it hasn't shipped yet. Because we dispatch quickly, please contact us as soon as possible on 015 297 8666 or info@alcell.co.za with your order number. If the order has already left us, you can return it to us once it arrives under our return policy.

Many of our products restock regularly. If something you want is out of stock, message us on WhatsApp with the product name and we'll tell you the expected restock date — and where possible reserve one for you or take a pre-order so you're first in line when it arrives.