Frequently Questions

Below are frequently asked questions, you may find the answer for yourself

Are all products on ourlives original and authentic?

Yes, we are committed to offering our customers only the best authentic and 100% original products. We also take all the necessary measures to ensure this: any seller who sells fake/counterfeit products is liable to penalties.

Please contact us (orders@ourlives.co.za) if you believe that a product listed on our website does not meet these standards.

Do I need an account to purchase from Ourlives?

No, you don’t need to have an account for that.

How do I place an order?

Shopping on Ourlives is easy! Once you’ve found the product you want to buy, just follow the steps below:

  1. Click on ‘buy’, to add this product to your shopping cart,
  2. Click on ‘Shopping Cart’ in the upper right corner,
  3. Register / Login to your account by entering your email and password,
  4. Enter your delivery information,
  5. Choose your preferred payment option,
  6. Click on “confirm order” to access the payment portal and complete your order.

Once your order has been placed, we will notify you by email, or we will contact you for confirmation in case we need more details. Please note that this is a mandatory step before sending us your order. If you have any questions or doubts regarding the confirmation of your order, please do not hesitate to contact us (orders@ourlives.co.za) a few hours after your order.

Can I return my item?

You have 14 days to return the products. If your items are faulty or damaged, your return will be collected free of charge. Please contact Customer Service (customerservice@ourlives.co.za)

How do I cancel my order?

For order cancellations, For special circumstances or late orders, please contact Customer Service customerservice@ourlives.co.za

How do I pay on Ourlives?

Ourlives accepts credit card and chipped debit/cheque card payment via Visa, MasterCard and America Express only. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.

Will I receive all the items in my order at once?

You may receive items in your order separately because they are sold by different sellers and are shipped at different times.

Are there any hidden costs or charges if I order from Ourlives?

There are no hidden costs or charges when you order from Ourlives. All costs are 100% visible at the end of the checkout process.

How can I track my order?

We will send you regular updates about the status of your order via emails and SMS. Once your order has left our warehouse, you can track its status by calling our after sales services helpline