We have compiled answers to our most frequently asked questions below. If you require further assistance, please do not hesitate to reach out via chat, WhatsApp, or email — we are happy to help.
1. Our Products
Our essential oils and candles are crafted with care using high-quality ingredients, designed to support your wellbeing and enhance your environment. Please note that we are not medical professionals or certified aromatherapists, and none of our products are intended to diagnose, treat, cure, or prevent any illness or disease.
All information shared regarding essential oil benefits is based on general research. We encourage clients to conduct their own research prior to use — particularly if pregnant, nursing, on medication, or managing a health condition. Some essential oils, even when 100% pure, may be harmful to children or animals if used incorrectly. We recommend consulting a qualified aromatherapist or healthcare professional where appropriate.
2. Payment
We accept card payments via YOCO, a fully encrypted and secure payment portal. We also accept EFT or bank deposit — simply select this option at checkout and our verified banking details will be sent to you by email. Your payment security is always our priority.
3. Delivery
Orders over R599 qualify for complimentary delivery. We aim to dispatch all orders within 1 working day; during busier periods, please allow 2–4 working days. You will be notified of any delays.
In exceptional circumstances where courier costs exceed the order value, we reserve the right to adjust the shipping charge, issue a refund, or absorb the cost at our discretion. Such situations are rare, and we work with trusted delivery partners to ensure a smooth experience.
4. Packaging
Every order is packed by hand, carefully checked, and monitored to ensure accuracy. We use recyclable paper packaging wherever possible, and protective materials only where necessary. Should anything be amiss upon arrival, we will make it right.
5. Out of Stock Items
Should an item be unavailable after your order is placed, we will endeavour to restock or remake it promptly. If this is not possible, a full refund will be issued without delay.
6. Returns & Refunds
If you are not entirely satisfied with your purchase, please contact us within 7 days and we will do our best to resolve the matter. Please note that due to hygiene considerations, we are unable to accept returns on opened essential oils or used candles.
7. Promotions & Discount Codes
Promotional codes and discounts are valid only during the stated promotional period and may not be combined with other offers unless explicitly stated.
8. Errors & Updates
Whilst we take great care with our content, occasional errors may occur. If you notice anything that appears incorrect, please contact us and we will address it promptly. We reserve the right to update our terms, pricing, product details, policies, and offers at any time.
9. Invoices, Payments & Stock Holding
We will never request payment without first issuing an official invoice from our website. If you receive a payment request without an invoice, please contact us directly to verify.
Orders are processed only once full payment has been received. We are unable to reserve or hold stock prior to payment being confirmed.
Our registered business name is Pourd (Pty) Ltd, which will appear on your official order invoice.
10. Contact Us
We respond to all enquiries as promptly as possible during business hours. Should you not receive a timely response via chat, please feel free to reach us by WhatsApp, email, or phone — we are always glad to assist.
