Italtile Frequently Asked Questions

I'm experiencing technical difficulties on the site. What can I do?

Please call our helpline on 0861 555 109 or send an email to webshop@italtile.co.za . We're here to help anyway we can.

I'm battling with paying online. Where can I get help?

Call the Italtile Webshop customer support agents on 0861 555 109 (Monday to Friday, 08:00 to 17:00) or send an email to webshop@italtile.co.za and we’ll get back to you as quickly as we can.

Can I pay by credit card only?

No, when placing an order on the Italtile Webshop you can pay using your Visa, MasterCard or Amex credit or debit card. We also cater for electronic funds transfers (EFT) although the delivery time will be slightly extended in those cases due to differing, bank dependent clearing times.

Italtile bank details for EFT payments:

Italtile Retail Pty

Account: 145 4100 672

Branch 145 405

Nedbank JHB Corporate Client Services

Please send proof of payment to webshop@italtile.co.za

How is my credit card data secured?

The Italtile Webshop is protected by a SSL certificate which secures all content and personal information that you may enter on the site. Secondly, all credit transactions are processed through a secure payment gateway (iVeri) and are verified by the cardholder with the use of a one-time pin.

What is 3D secure?

3D Secure is designed to be an additional security layer for online credit and debit card transactions. Each bank supports their own version, which confirms the identity of the cardholder at the time of purchase. Examples of these are, “Verified by Visa” and “MasterCard Secure Code”. Before payment is confirmed, you will receive a One-Time-Pin (OTP) from your bank. This code will then need to be entered onto the website and verified by your bank. 3D-Secure only needs to be activated once, per card that you own, to be able to shop online safely and securely on all e-commerce websites. The following are links to 3D-Secure activation pages, provided by your bank. Please choose the bank that your credit card was issued by:

FNB

Already registered for 3D Secure?

Excellent! If you have already registered or activated your card for 3D Secure with FNB, then proceed to checkout and follow the prompts. A One Time Pin (OTP) will be sent to you via SMS or email. Enter this OTP on the checkout screen, and click “Submit” to process your transaction.

No, I have not registered or activated my card as yet

If you're an FNB customer and you know that your card has not yet been activated for 3D Secure, simply do the following:
• Login to your FNB online banking profile
• Select the "My Bank Accounts" tab
• Then select the "My Cards" tab
• Click on the "Activate Now" link in the "Online Secure" column
• You will be sent an OTP via SMS or email
• Enter this in the OTP field and Submit
• Once done, your card will be activated for 3D Secure

Still having issues? Please visit FNB online or call them on (011) 369-2999

ABSA

Absa cardholders no longer need to register/activate 3D Secure. Just proceed to checkout and follow the prompts.

•  A One Time Pin (OTP) will be sent to you via SMS or email.
• Enter this OTP on the checkout screen, and click “Submit” to process your transaction.

Still having issues? Please visit Absa online or call them on (011) 354-4058

Nedbank

Nedbank cardholders no longer need to register/activate 3D Secure. Just proceed to checkout and follow the prompts.

• You will see a screen requesting you to confirm your cellphone number so that a Nedbank Approve-it™message can be sent to you.
• As soon as you receive this SMS, you can authorize the transaction by pressing one of the following options on your cellphone:

1 to accept the transaction and proceed with payment
9 to reject the transaction and cancel the payment

Still having issues? Please call them on (011) 710-4332

Standard Bank

Standard Bank cardholders no longer need to register/activate 3D Secure. Just proceed to checkout and follow the prompts.

• A One Time Pin (OTP) will be sent to you via SMS or email.
• Enter this OTP on the checkout screen, and click “Submit” to process your transaction.

Still having issues? Please visit Standard Bank online or call them on (0861) 201-311

Investec

If you are an Investec cardholder, please use your credit card pin when prompted to submit the One Time Pin (OTP) in the checkout and click “Submit” to process your transaction.
Still having issues? Please call Investec on (011) 286-9663

Capitec

Already registered for 3D Secure?

If you have already registered or activated your card for 3D Secure with Capitec then proceed to checkout and follow the prompts. You will need to enter your memorized SecureCode password on the checkout screen, and click “Submit” to process your transaction.

No, I have not registered or activated my card

If you're a Capitec customer and you know that your card has not yet been activated for 3D Secure, please click here

How do I change the currency of the pricing on the website?

The displayed currency can be changed on the top right hand corner of the website. When clicking on the drop down arrow, the available currencies will be displayed for your selection.

Does Italtile ship overseas?

Unfortunately we don’t currently deliver outside of South Africa. We do however facilitate your shipment, should you have a local forwarding and shipping agent. We are also able to provide you with a VAT exclusive invoice for export purposes.

I no longer want to receive the newsletter. What can I do?

Please click on the unsubscribe link at the bottom of the last newsletter you received. You will be taken to a page where you can confirm that you wish to unsubscribe. Alternatively, if you are a registered Italtile Webshop account holder, you can login to “My Account” and update your newsletter subscription preferences.

My contact details have changed. How can I amend my profile?

To update your name and email address, login to “My Account”, click on the “Account Information” tab, enter your new details and press the “save” button. You can change your address details, or add additional delivery addresses by clicking on the “Address book” tab within the “My Account” section of the site.

How do I go about buying on the Italtile Webshop?

Browse:

Use the website's drop-down mega menu to navigate to the category that interests you and browse the inventory within the category using the filters on the left hand side of your screen to refine your search. Another alternative is to use the search bar on the top of the screen to quickly find what you are looking for.

Buy:

Once you've found a product you like, select your required quantity and click the “Add to Cart” button. At this point you can either continue shopping or proceed to checkout for payment. You are able to add more than one item to our cart.

Once you are ready to pay for the items in your cart, click on the cart icon on the top right hand side of the page. That will show you all the items you have put into your shopping cart, including the quantities and installation products you have selected. If you’re happy with your choice, you can click the “proceed to checkout” button. If you don’t yet have an Italtile Webshop account, or aren’t already logged into your account, you will be taken to the account login/ register page. If you don’t yet have an account with the Italtile Webshop you are able to proceed with our purchase as a guest.

For existing customers – login to your account using the email address you used when you set up your account, and your password. Once you are logged in – you will be presented with your shopping cart items once again. Click proceed to checkout and you can then select or enter your delivery address, select your delivery option and choose which quote you prefer. Finally you will need to enter your payment information and pay.

Delivery:

Italtile will deliver within 14 working days depending on where you live. Please refer to our Terms and Conditions for detailed information on our delivery estimates. We deliver to your door or building site using either our national courier partner or one of our store trucks. You can track the progress of your order online by logging into “My Account”. Please remember that we only deliver during business hours (no weekends or public holidays) so please select your delivery address accordingly. Deliveries across South African borders will be quoted on an individual basis and will have unique lead times.

I'd like to return an item. How do I go about that?

  • Please contact the client service line on 0861 555 109 or email us at webshop@italtile.co.za and we will deal with your query..
  • In order to be eligible for a credit all items must be in their original packaging and in a sellable condition.
  • If you collected your order from one of our branches you are welcome to return the stock to your nearest branch and they will process the credit for you after inspecting the stock.
  • If you would like the stock to be collected, we will supply you with a transport quote based on the weight of the stock, for your approval. This cost will be for your account.
  • Refund - Within 10 business days of the returned item having been cleared by Italtile quality, the money will be refunded back in the form of payment you used to pay for the order (either EFT or Credit Card); unless you specified that you want store credit or to simply swop the items for something else.

I received a damaged item and I want to exchange it. What is the process?

Should one of your items be damaged or broken during delivery, please contact the customer service agents on 0861 555 109 or send an email to webshop@italtile.co.za within 24 hours of the delivery taking place and we will arrange for the item to be replaced. If the damaged product is noticed during the offloading of your delivery, please make a note on the delivery documentation.

I missed the 90-day cut-off time for returns, but I'd still like to return some stock. What else can I do?

Please phone the client service line, 0861 555 109 or email your request to webshop@italtile.co.za and we will deal with your query.

I accidentally put a product in my cart and paid for it, although I don't actually want it. What can I do?

If you've already gone through checkout, you'll have to call the helpline, 0861 555 109 and we'll happily arrange to reverse payment as long as the stock has not yet been delivered.

I've returned something. How long will it take for my account to be credited?

After we've received the return and processed it, it takes up to 10 working days for you to receive payment. Credits to your Italtile account are likely to be quicker as Italtile is in control of the entire credit process.

I've been sent the wrong products. What now?

Please call the helpline as soon as you realise the error on 0861 555 109 or send an email to webshop@italtile.co.za and we'll gladly exchange your item for the correct one.
Please note that products need to be in a saleable condition and no credits will be processed for products that have already been installed.

Must I pay the return courier?

If a product has arrived damaged or if the incorrect product has been supplied Italtile will arrange for the collection of the stock and will cover the costs involved. If excess stock needs to be returned once installation has been completed, please email the Webshop with the quantities, using your invoice number as your reference. Based on the total weight of the stock being returned, a competitive quote will be sourced for your approval. Alternately, you can return the excess stock to our nearest branch.

Consumer Goods and Services Ombud

Should you feel that your dispute has not been adequately resolved by Italtile you may contact the Consumer Goods and Services Ombudsman contact center on 0860 000 272 or online at http://www.cgso.org.za/


Ombud

Italtile Privacy Policy

The Italtile Webshop has to take all reasonable steps to protect your personal information. For the ends of this clause, "personal information" is defined according to the details in the Promotion of Access to Information Act, number 2 of 2000 (PAIA).

This information can be downloaded from: http://us-cdn.creamermedia.co.za/assets/articles/attachments/03569_promofaccestoinfoact2.pdf

The Italtile Webshop is authorised to gather, store and use the following of your information:

  • Name and surname
  • Date of birth
  • Sex
  • Citizenship
  • Nearest city
  • Non-personal click patterns
  • Email address
  • IP address, and
  • ID or passport number

The Italtile Webshop is entitled to gather, store and use the above information for the following purposes:

  • To greet you when you access the site
  • To inform you (if you have agreed to this) of facts regarding your access and use of the site
  • To inform you (if you have agreed to this) of competitions and promotions offered by Italtile or its partners
  • To set up non-personal statistics about internet habits, click patterns and access to the site
  • To verify your identity when you make a transaction through italtile.co.za
  • To ensure the products are received by the addressee
  • The above information is either gathered electronically through the use of cookies, or provided by you voluntarily. You can regulate the use of cookies independently with your personal search engine settings.
  • You can choose to not receive any information from Italtile and its partners.

The Italtile Webshop is entitled to gather, store, compile and share any information gleaned from you, subject to the following conditions: Italtile may not make any of your personal details public unless you have agreed to it, or unless it is required for the purposes of any judicial process. Italtile may compile, use and share any information that has no bearing on any particular individual, and Italtile owns and reserves the right to non-personal statistical information gathered and complied by Italtile. You acknowledge and agree that certain personal information (such as your full name, delivery address, email address and contact details) may be passed on to the courier company to ensure delivery of the products you have bought.

Newsletter

If you wish to unsubscribe from Italtile's newsletters, you can easily do so by clicking on the unsubscribe link at the bottom of your newsletter. Or you can sign into your Italtile Webshop Account, click on Newsletter and unsubscribe by clicking on the Unsubscribe button.

Contact Details

In the event that you need to contact the Italtile Webshop please make use of the following contact details:

  • Telephone: 0861 555 109
  • Email: webshop@italtile.co.za and we will deal with your query.
  • Physical Address: Italtile Building, corner William Nicol Drive and Peter Place, Bryanston, Randburg, 2021