FAQ

Frequently Asked Questions

Orders & Shipping

How long will my order take to arrive? Most orders are delivered within 7-14 business days. You'll receive a tracking number via email once your order ships so you can monitor its progress.

Do you ship internationally? No, not at this moment. We only ship in South Africa.

How can I track my order? Once your order ships, you'll receive an email with your tracking number and a link to track your package

What if my package is lost or damaged? If your package is lost in transit or arrives damaged, please contact us immediately at hello@commontheoryza.com and we will work with you to resolve the issue through a replacement or refund.

Can I change my shipping address after placing an order? If your order hasn't shipped yet, contact us right away, and we'll do our best to update the address. Once an order has shipped, we cannot modify the delivery address.

Returns & Refunds

What is your return policy? We offer a 30-day return policy on most items. Products must be unused, in original condition, and in original packaging. Contact us to initiate a return.

How do I return an item? Email us at [your email] with your order number and reason for return. We'll provide you with return instructions and a return address.

When will I receive my refund? Refunds are processed within 10-14 business days after we receive and inspect your returned item. The refund will be issued to your original payment method.

Do I have to pay for return shipping? Return shipping costs are the customer's responsibility unless the item arrived damaged or defective. Kindly ship all returns to :

Parow PostNet

Product Questions

Are your products authentic? Our products are of the highest , AAA-grade level material.

What if I receive the wrong item? If you receive an incorrect item, please contact us within 48 hours with photos of receiving your package. We'll arrange to send the correct item at no additional cost.

Can I cancel my order? Orders can be cancelled within 24 hours of placement if they haven't shipped yet. Contact us as soon as possible if you need to cancel.

Payment & Security

Is my payment information secure? Yes, we use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details.

Why was my payment declined? Payment declines can happen for various reasons, including insufficient funds, incorrect billing information, or bank security measures. Please contact your bank or try a different payment method.

Customer Support

How can I contact customer service? You can reach us at hello@commontheoryza.com or through our contact form. We typically respond within 24-48 hours during business days.

What are your business hours? Our customer service team is available Monday through Friday, 9 AM to 6 PM SAST. Emails sent outside these hours will be answered on the next business day.

I haven't received a response to my email. What should I do? Please allow 24-48 hours for a response. Check your spam folder in case our reply went there. If you haven't heard back yet, please try contacting us again or through a different email address.

Still have questions? Contact us at hello@commontheoryza.com and we'll be happy to help!