1. How do I place an order?
Log in to your account, ensure that your details are correct, add the desired items to your basket, then click “Checkout.” Select Delivery or Click & Collect, choose a desired slot, click on "Continue to Payment", click on next to be redirected to PayGate site to complete the order.
2. How do I place advance orders?
You can place orders up to 7 days in advance. Follow the regular ordering steps and when you select Delivery, you can select future dates and times. Please change your preferred delivery date and time and continue to checkout and complete your order.
3. Is there a limit on the order I want to place?
No, there is no maximum limit to your order size. All orders are authorized once the payment confirmation has been received. You will also receive a mail confirming your payment
4. How do I know that my order has gone through?
You’ll receive a confirmation email once your order is successfully placed. You will also receive a confirmation email that your payment has been received.
5. How do I get a receipt?
A receipt will be provided at the time your order is being delivered, and you have checked your products.
6. What happens if an item is unavailable?
If a product you've ordered is out of stock, you will see on the website that the specific product is not available. When the order goes through to the store and a product is not available, our Customer Care team will contact you to offer a suitable substitute.
7. How much does delivery cost?
Delivery fees are calculated based on the distance between your delivery address and the store you select:
• N$45 flat fee within 5 km of the store
• N$8.50 per km beyond 5 km
• Maximum delivery distance: 40 km
Example: 7 km = N$62
8. What are the delivery hours?
• Monday to Friday: 08:00 – 18:00
• Saturday and Sunday: 09:00 – 15:00
9. How do I book a delivery slot?
Delivery slots can be selected during the checkout process. If you’re placing an advance order, you can choose a delivery slot up to 7 days in advance.
10. What payment methods are accepted?
We accept payments via Visa and Mastercard.
11. When will I be charged for my order?
Payment will be processed immediately after your order has been finalised.
12. Am I able to pay in store for a collection?
No. All Click & Collect orders must be paid for online during checkout. Your order will only be prepared for collection once payment has been confirmed.
13. How will my order be delivered?
Your order is packed in plastic bags automatically added with your order and sealed once checked by our Security officers. Upon delivery, please verify that the security seal is not broken. You will need to sign off the Delivery documents and add the time you received the order.
14. Who can accept the delivery?
The order must be received by the purchaser with valid identification. Alternatively, a nominated individual can receive the order on your behalf, provided that the nominated individual’s details are put in the comment section; they will have to present identification to the driver with delivery.
15. What happens if I’m not home during delivery?
You will receive a phone call when the driver is on route with your delivery. If you're unavailable, your order will be returned to the store where your order was processed. You'll be contacted to reschedule.
16. How do I return products?
If you’re dissatisfied with any item, please inform our Customer Care team immediately. You can return the item to the store within 3 days, along with the original packaging and proof of purchase, to request a refund.
17. What should I do if an item is missing, damaged, or incorrect?
If a wrong item is delivered, our driver can take the item, and you can make a note on the Invoice and sign that it was returned. You should also contact our Customer Care team to inform them of the missing/damaged or incorrect item. The team will assist you in handling the correct steps to ensure you resolve the issue.
18. How will I receive my refund?
Refunds are typically credited to the card used for payment. In the case of an EFT payment, a Bank account confirmation letter would be required for refund back to the bank account. No cash refunds will be done in our stores.
19. Can I amend my order after placing it?
Unfortunately, you cannot amend an order once it has been placed.
20. How do I cancel my order?
To cancel an order, contact our Customer Support team on model@ol.na or +264 81 155 6200 as soon as possible.
21. What is Click & Collect?
Click & Collect is a free service that allows you to place your order online and collect it at your selected store. It’s perfect for customers who want to skip the delivery wait and pick up their items at their convenience.
22. How do I book a collection slot?
Same-day collection slots are booked in the same way as delivery slots-during checkout you select the next time slot available for collection. To collect the next day, you place your order, and slots are booked in the same way as delivery slots-during checkout you select the date and time available for collection.
23. Do I need to pay online for Click & Collect?
Yes, all Click & Collect orders must be paid online at checkout. Your order will be processed once payment is received. Your order will be ready for pickup at the store during the collection slot selected.