Help, Contact us and faq’s

Is ordering online secure?

YES! All purchases in our website are guaranteed maximum security! Divetek takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to the PAYGATE server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.

How do I place an order?

If you wish to place an order, please just proceed as follow:

– Add any item you would like to buy to the basket (select size/colour and click on ADD TO BASKET)
– Once all products you want to buy have been added to the basket, please click on the basket (on the top right of our page) and choose delivery option.
– Click on PROCEED TO CHECKOUT
– Please fill in all required information for delivery IF YOU ARE A NEW CUSTOMER and finish your order by selecting payment.

So automatically your account has been created and you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive an order confirmation as well as any details regarding your order per mail.

How do I view what´s in my shopping basket?

To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, click view cart. From here  you can change the number by clicking on the -/+ buttons in the column for quantity.

How do I add items to my basket?

To add an item to your basket, you just need to type the desired quantity and click on the ADD TO BASKET button. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. You should see the price updating accordingly.

Why is the item in my shopping basket not longer available at the checkout?

The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.

Why is the item that I had in my shopping basket yesterday no longer on sale today?

Your Shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.

How will I know if you have received my order?

Once you´ve completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.

You will also receive an order confirmation per e-mail and you can also find all order details by logging in to MY ACCOUNT by using your e-mail and chosen password.

Can I have my order delivered to another address?

YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, and our Customer Services Team will happily assist you.

Will you tell me when my order has been dispatched?

YES! Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.

How do I know if an item is available?

UNLIKE our competitors we offer a great range of items, and all of them are in stock. Our internal protocol demands that we cannot supply something that is not in stock. Hence if you were able to process an order online you can rest assured that there will be no delays in the picking stage of the order process.

What size should I order?

As sizing may vary for each brand or textile, we provide a respective size chart for all our items, which you can find just below the product description. In order to find your perfect fit, we recommend that you follow the instructions and measures of the size chart.

I can´t find the buy button for the selected item

If you cannot find the buy button for the selected item, the product might currently be out of stock, no longer available or we might not be able to deliver the item to your country. Please do not hesitate to contact us at any time, we may be able to help you in finding your perfect item!

What is My Account and what can I do there?

In MY ACCOUNT you always have access to all your orders, correspondence with us, returns, and you can change any preferences of your shipping address.
When placing an order, your account will be automatically created and you can always log into MY ACCOUNT by using your e-mail and chosen password.

Can I change my delivery address after I have placed my order?

YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.

Can I purchase Vat Free when buying internationally?

YES! Our website alters product prices based on local and international shipments

Can I track my order online?

Once the items are ready to be shipped, we will send you an e-mail to notify you that your parcel has been dispatched with tracking numbers. In addition you will receive tracking information from the courier company responsible for your parcel.

To which countries do you ship to?

Worldwide! Our website links up directly with our international courier partners – DHL Worldwide.

Currently we ship to over 230 Countries

How long does the delivery take?

Because we guarantee all products online are in stock we can drastically reduce the time it take to get goods delivered.

LOCAL FLAT RATE: This allows us to choose the best rate we can find using a range of third party carriers as well as freight consolidators. We offer flat rate shipping at a rate of R95.00 country wide. Larger items such as cylinders and compressors incur a small additional charge based on weight.

Local deliveries within Gauteng, if the order is placed that day before 09:00 we typically ship same day or overnight. Hence you can expect delivery times between 10-24 Hours after the order is placed.

Major Centres can expect delivery in 1-2 working days.

Regional areas can expect deliveries from 3 to 4 days.

Outlaying areas can expect deliveries from 7 to 10 days.

INTERNATIONAL SHIPPING

DHL Worldwide: Fast, secure, and not too expensive, this is the sweet spot for shipping worldwide. Guaranteed and insured up to R1000. Cannot be used for P.O. Boxes or APO/FPO addresses. Shipping charges are determined by the DHL API based on the dimensions and weights of the product and cart total. Typical delivery times range from 4-9 days.

How much does the delivery cost?

LOCAL FLAT RATE: R95.00. Certain products incur an additional courier charge such as cylinders and compressors.

INTERNATIONAL SHIPPING

Shipping charges are determined by the DHL API based on the dimensions and weights of the product and cart total. Typical delivery times range from 4-9 days.

How will my parcel be delivered?

When placing an order, you can choose your delivery option once all items have been added to the basket. We will ship your order with the selected courier and you will receive any tracking information per mail. You can also always find all information regarding your order by logging into MY ACCOUNT.

What happens if I am not at home when my delivery arrives?

To ensure the safe delivery of your parcel, the courier company needs a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbour or take your parcel back to the depo.

In case you cannot locate the card, please contact the following phone numbers stating your parcel number:
– The Courier Guy – South Africa 086 120 3203
–  DHL – South Africa 0860 345 000
– DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

What happens when my order has been returned because it has not been delivered?

We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.

If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:

– The address is incorrect.
– No one has been able to pick up the parcel during the 2 week period at the collection point.
– The parcel has been refused by the customer.

What happens when my order has been returned because it has not been delivered?

We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.

If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:

– The address is incorrect.
– No one has been able to pick up the parcel during the 2 week period at the collection point.
– The parcel has been refused by the customer.

Can I send the order to a different address than the billing address? (For example if I want to send a gift to a friend from another city)

Locally yes.

Internationally unfortunately it is not possible. When placing the order you must indicate the Recipient´s Name and Address. The invoice will indicate the details of the recipient. In addition, for customs subjects, the order has to be made under the Recipient´s Name and Address and in the local currency of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.

Is it possible to cancel an order when it has already been sent to you?

Once the parcel has been shipped to the customer, there´s no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 9AM and 2PM (SAST). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products including shipping costs.

Do you ship to PO Boxes or Military APO/FPO addresses?

We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, as to ensure the safe delivery of your parcel, our transport partners require a physical street address to be provided along with a telephone number. A signature on file is needed for a successful delivery.

When can I return my product?

Divetek gives you the right to return your purchased item/s, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging)

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms.

 

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

•package your products safely and securely for protection during transit;

•clearly mark your return reference number on the outside of the parcel; and

•include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

 

For a full breakdown of our returns policy please visit T’s&C’s Page

Are there some items I cannot return?

YES! Any customized items (as for example: wetsuits, swimsuits) cannot be returned or exchanged. Any other product can be returned within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging).

For a full breakdown of our returns policy please visit T’s&C’s Page

Can I return unsuitable items and is it free?

Unsuitable items can only be returned in an unworn/unused state. Please securely wrap your parcel and send to the address below. We do not pay for return postage in this case; this will be at your own cost.

Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from us. You will be refunded by the payment method used for your original purchase.

For a full breakdown of our returns policy please visit T’s&C’s Page

How do I return an item for a refund?

You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please contact us on sales@divetek.co.za

For a full breakdown of our returns policy please visit T’s&C’s Page

 

Who pays the return fees?

If you return an item due to not fitting correctly or any similar reason, return fees have to be paid by you.

If you return a damaged or faulty item, or the item is not as pictured, of course we will organize a pick up on our cost. Please make sure, to choose the right return reason, when proceeding return.

How do I get my refund?

Any refund will automatically be issued to the payment method you used to place your original order.

– If the payment was made using a debit or credit card, the money will be refunded to the bank account linked to the card.

– If the payment was made using PayPal, the value of your return will be refunded to your PayPal account.

You will receive an email confirmation when your return is received into our warehouse, and you should usually receive your refund within 48 hours of receiving this email.

Please note: if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund. We apologize for any inconvenience this may cause.

Original delivery costs are refunded only if returns are for defective and faulty items, or incorrect item shipped.

Need to get in Touch?

Customer service

We answer every email within a 24-hour period (working days).
If you want to speak to our Customer Service Team, call us at +27 11 791 1095. Our lines are open from 9.00 to 17.00 Monday – Friday. Make sure you have your order number at hand (that’s in the confirmation email as well) as this will speed things up.

DIVETEK PRETORIA

DIVETEK JOHANNESBURG

TEL: 063 498 6794
FAX: 011 791 1289
EMAIL: pta@divetek.co.za

OFFICE HOURS:
Mon – Fri: 9am – 5pm
Sat: 9am – 2pm
Closed Sunday and Some Public Holidays

ADDRESS:
Shop 25, Greenlyn Village
Corner of Thomas Edison
and Mackenzie Streets
Menlo park,
Pretoria
0081
South Africa

TEL: 011 791 1095
FAX: 011 791 1289
EMAIL: info@divetek.co.za

OFFICE HOURS:
Mon – Fri: 9am – 5pm
Sat: 9am – 1pm
Closed Sundays and Some Public Holidays

ADDRESS:
Unit 14, Skyview Retail Park
Corner CR Swart and
Freda Rd
Bromhof, Randburg
Johannesburg
2188
South Africa