FAQ's

FROM COVID TO COWHIDE CLEANING, HERE ARE A BUNCH OF THE NGUNI GUY'S MOST FREQUENTLY ASKED QUESTIONS

ARE WE SHIPPING DURING LOCKDOWN?

Yes, we are! Since the announcement on the 14th of May, 2020, all e-commerce websites based in South Africa are allowed to ship their goods. That means we are back in business!

 

HOW LONG DOES SHIPPING TAKE?

That can depend on where you are, but our averages are between 2 and 4 business days. We are based in the Midlands area of KZN, so KZN areas tend to be faster. That being said, shipments to major cities are faster than outlying areas, and we generally go by a 2-3-4 rule. Durban is fastest (2 days), then Joburg (2-3), and then Cape Town (3-4). If you live in an outlying area or an area that sees less traffic, it may take an additional day. 

 

HOW DO I TRACK MY SHIPMENT?

We use The Courier Guy, and usually will send a tracking code along with your confirmation email. It may take a few hours for your tracking ID to sync with the tracking system, so don't fret if you type it in and don’t see anything straight away. That being said, if you have any concerns, you can always contact us.

 

HAS ANYTHING EVER BEEN LOST?

No, we have never lost someone’s package in the mail. We’ll leave that excuse out with “the dog ate my homework”.

 

CAN I COLLECT DURING LOCKDOWN?

Yes, we can organize a pickup for any customer that chooses to at our Flagship location in Lions River, KZN. You can select that option at checkout, and be in touch so we can work out what time will work for you.

 

HOW DO I PAY?

When you add your favorite items to your cart, you can proceed to the checkout page and process that transaction with a credit card through our Online Store. If that doesn’t work for you, or you would like to pay in installments, please just contact our support team and we are always happy to work with you! 

 

CAN I EFT?

Yes, absolutely. Please contact us for details.

 

DO YOU ACCEPT LAY-BYES?

Yes, we do. We typically offer a 3-month layby setup, but with COVID wreaking havoc on us all, we are happy to find a payment schedule that will work for you.

 

IS IT SAFE TO ORDER PRODUCTS FROM THE NGUNI GUY?

Yes. If you’d like to see proof of our many satisfied customers, kindly read our many customer reviews highlighting our fast delivery and great support team. Trust is our number one priority with our customers, and we do everything we can to keep it.

 

WHAT SAFETY PROTOCOLS HAVE YOU IMPLEMENTED? 

On our side, we have a small team of three people readying all of our e-commerce products for shipment, and they will have worn gloves and a mask while handling your product. Courier companies are also following strict guidelines to ensure the safety of both themselves and you, our loyal customer.

 

SHOULD I SANITIZE MY PACKAGE?

If you have any concerns about contracting COVID 19 due to a shipment from us, the most likely place for contamination is the outside of the box. Spray this down with disinfectant, unwrap your new belongings(!), and then give your hands a thorough wash after. 

 

WHAT ABOUT SANITIZING MY HIDE?

As any harsh chemicals can harm your hide, there are two options if you are concerned about contamination from the product itself. The safest one is to wait it out. Most viruses cannot survive on surfaces for longer than 72 hours, so we suggest waiting a minimum of 4 days (to be extra safe!) before using your product. The other option is to use our cowhide cleaner & treatment product, which has natural anti-bacterial and hypo-allergenic properties. Please note that this cleaning product has not been tested on COVID specifically.

 

ARE HIDES EASY TO CLEAN?

Yes, yes, yes! Any current hide owner can tell you that owning a hide is a breeze. They don't stain easily, have a long shelf life, and you mostly just use a brush or a broom. Shaking it out works pretty well, too.

 

CAN I VACUUM MY HIDE?

NO! (Sorry, we didn't mean to shout). Vacuuming is the one “faux pas” of cowhide ownership. It will pull on the individual hairs of your hide, and decrease the longevity of it by encouraging hair loss. Rather use a broom or simply shake it out. If you have to vacuum, just make sure it is on it’s lowest setting.

 

WHAT ABOUT STAINS?

We know it sounds like a plug, but the only thing we’ve seen work effectively is our Nguni Guy Cowhide Cleaner. It doubles as a treatment product that helps to stop stains in the first place. But when stains do happen, we’ve seen this thing work on everything from pet stains (ew) to red wine (yes, really). 

 

WHAT IS YOUR RETURN & EXCHANGE POLICY?

30 days to return, 60 days to exchange.

 

CAN I RETURN A HIDE IF I DONT LIKE IT?

Yes. You can return it even if you do like it, but it just doesn't fit. We try to provide our customers with as much information as we can about each individual hide, so returns rarely happen. That being said, we have our Return & Exchange Policy for a reason. We want to make sure that our customers feel safe that they will end up with a hide that is perfect for them.

 

I STILL HAVE QUESTIONS. WHO CAN I TALK TO?

Please visit our Contact page or find us on any of our other platforms (Instagram, FB, WhatsApp, etc) and we are happy to help.