FAQ

Do you ship overseas and what are your delivery fees?

Yes we do! We ship all over the world using DHL Express. The shipping fee will be automatically calculated during checkout based on the size and weight of the items purchased. In some cases the customer will require to pay Import Duty/Tax, over and above the price that was paid for the order with The Mohair Mill Shop. This will be charged to the customer from DHL when the order/parcel arrives in your country. We can not pre-determine this charge. Most often this Customs and Import Duty Tax is charged on orders that are of high value and above the base value determined by your country. This charge will be for the customer to pay. The Mohair Mill Shop Online will not cover this charge/payment.

For local South African delivery fees, there is a flat rate of R110 per order, but orders over R500 come with free shipping. All orders are delivered direct to your door within 3 - 5 working days depending on your location within South Africa. 

How do I make payment?

We have two payment options.

1. You can make a direct online payment using your credit card through a payment gate system called Payfast. This is a secure, safe banking system. A 3D Secure Code will be required to verify the transaction.

2. Alternatively, you can make payment via EFT. Once you have selected the EFT option, and email will be sent to you with our banking details. Please note that we only ship the order off once the EFT payment reflects in our bank account, which may cause a slight delay in shipping off your order. Please note: The EFT payment option is for South African's ONLY. International payments can ONLY be done via direct online payment. 

What is 3D SECURE?

Our system validates credit cards using 3D Secure. This is a security layer which checks that the person making the payment is the authorised cardholder by way of a one-time pin delivered by SMS or e-mail, OR a memorised password / secret code. This ensures that the person using the card to make payment, is allowed to do so. 3D Secure is a legislated prerequisite for all online purchases in South Africa.

How will I know if my card is 3d secure enrolled?

Once you've selected the payment method, entered in your credit card details and clicked on the "Pay Now" button you will be directed to the 3D Secure page where you will be prompted to enter your OTP or password. Should your card not be enrolled you will be directed to a Payment Failed page which will offer alternate payment methods or allow you to re-try the payment once your card is enrolled.

My card is not enrolled - What can I do now?

If your card is not yet enrolled, you will need to request enrolment from the card issuing bank. This can be done either via your online banking, in a branch or by making a quick call to the card issuing bank (their contact number appears on the back of the card). Once your card is enrolled you can proceed with the credit card payment.

"HOW CAN I ACTIVATE 3D SECURE ON MY CARD?"

You will need to register your card with the respective bank. We've been assured that this is a quick and easy process, and will make all online purchases much safer. We've provided some details for South African banks below as well as instructions should your bank not be included in the list below.

 

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.

Capitec customers Full instructions provided at: how to register with Mastercard SecureCode.

 

FNB:
As an FNB customer please follow these steps to activate your card.

  • Login to your online banking profile

  • Once logged in select the "My Bank Accounts" tab

  • Next select the "My Cards" tab

  • Find the card you would like to activate

  • Click on the "Activate Now" link in the "Verified by Visa" column

  • Complete the required details

  • You will be sent an OTP to your mobile phone - enter this when prompted

  • Once this is done you can proceed with confirming your booking with the deposit payment via credit card

Investec If you are an Investec cardholder, please use your credit card pin when prompted to submit the One Time Pin (OTP).

Nedbank: As a Nedbank customer please ensure you have your mobile phone with you before proceeding as you will be prompted for the OTP (one-time-pin) you are sent. Your Nedbank card is automatically registered for 3D Secure, if you encounter issues please contact your bank.

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.

How do I care for my Mohair products?

Mohair does not retain dirt. Only when you have spilled something on it would we recommend washing mohair.

Blankets

Our mohair products are durable and long lasting and can last a lifetime provided that they’re cared for properly. Follow these care instructions and your mohair blankets can be passed down from generation to generation.

Store your blankets in a cool, dry place and on a flat surface. Do not hang your mohair blanket and do not store them in plastic. 

When storing your blanket, it's best to place it in a bag made of natural fibre so that it can be protected from the elements while still being able to 'breathe'.

Dry clean only.

Scarves

Don't wash too often. This is very important, they are not wash and wear items. Mohair does not hold the dirt so only if they are soiled by something oily would washing be recommended and then preferably to only spot clean. 

To spot clean, Wash by hand in luke warm water with shampoo, but be careful not to rub too hard. Rinse in clean, cold water and dry flat. Mohair dries quickly and a quick shake once dry should restore it to its natural glory.
DO NOT TUMBLE DRY. 

If they become smelly from perfume or braai smoke, it is best is to hang them dry in the fresh air and sunshine for a couple of hours and it will be sorted.

NEVER dry clean scarves as they will shrink.

Socks

Our mohair socks are machine washable. We do however, recommend cold machine wash as it’s kinder to the environment and that’s what are all about. 

Can I return or exchange something if I'm not happy with it?

Yes, you can. If you’d like to return or exchange an item, contact us by email at hello@mohairmillshop.com and we will gladly assist you through the process. Be sure to read our Refund Policy first.