Start With the Order Details We Need
The quickest way to get help is to send a message through the enquiry form on our contact page with your order number, the name used on the order and a clear note about the issue. If the item arrived damaged, please include photos of the outer parcel, the inner packaging and the product itself so we can assess what happened during transit. That saves time and helps us decide the next step without back and forth.
Where possible, keep all packaging until the matter is resolved. Couriers often need to see the parcel condition, especially when a box has been crushed, soaked by rain or handled roughly. If your order was sent to Cape Town, Johannesburg, Durban, Pretoria or Gqeberha, the courier trail helps us trace the parcel more quickly.
- Order number and full name
- Photos of the item and packaging
- Delivery suburb or town
- A short note on what looks wrong
Clear steps, careful checks and help when your order needs attention.
When a Parcel Has Not Arrived as Expected
If your parcel is late, first check the tracking status and allow a little extra time if the parcel is moving between hubs. In most cases the package is still on route, just slower than planned.
If tracking has stopped updating for a while, send us the details through the enquiry form and we will look into it. We can check whether the parcel is still in transit, whether the delivery address needs confirming or whether a handover issue needs attention. For local deliveries around Observatory, Cape Town, Stellenbosch and Bellville, we also check whether access notes were followed.
- Check the latest tracking scan first
- Confirm the address and suburb details
- Look for delivery notes or missed call alerts
- Report the issue if the parcel seems stuck
If the Product Condition Is Not Right
We pack comics and collectables with care, but occasionally a corner can bend, a sleeve can scuff or a box can take a knock in transit. For collectible items, condition matters, especially for storage, grading guidance and display planning. Please send clear photos from different angles so we can see whether the issue is cosmetic, packaging related or more serious.
If the problem affects collectable value, we will talk you through the best way forward. That may include checking whether the item should be replaced, whether it can still be kept for a collection, or whether you need guidance on storage materials and handling. For sealed or delicate items, do not remove any protective wrap or inner support until we have seen the photos.
- Photograph under good light
- Show corners, spine, seal and surface marks
- Keep all inserts and wrapping
- Do not clean the item before checking with us
How We Handle Returns or Collection Concerns
Not every support request becomes a return. In many cases, a courier issue, condition query or missing item can be sorted through verification and replacement of the affected part only. If a return is needed, we will explain the exact steps, what must be included and how the parcel should be packed so it does not get damaged on the way back.
For comics and collectables, proper packing matters. Use a sturdy box, a clean sleeve or wrap where suitable, and enough padding to stop movement. Do not use loose newspaper on glossy surfaces if it might mark the item. If you are sending something back from outside Cape Town, make sure the parcel is sealed properly and labelled clearly for safe handling.
- Wait for confirmation before sending anything back
- Use the packing method we recommend
- Include any reference note or order details
- Keep the tracking slip until the matter is closed
Care Advice for Comics, Sleeves and Storage
Sometimes a support query is not about a return at all, but about how to keep an item in better condition after delivery. We can guide you on sleeves, boxes, upright storage and display choices that keep your collection cleaner and safer.
Ask us before handling the item too much if you are not sure whether it needs grading guidance, pre-submission checks or safer storage. A bent spine or rubbed corner can happen fast. For collectors in Johannesburg, Pretoria and Durban, we often suggest extra care against heat, moisture and dust. A small adjustment now can help preserve the item later, its worth if you ever decide to grade it.
- Store comics flat or upright with support
- Keep them away from direct sun
- Use clean sleeves and boards where suitable
- Avoid damp cupboards, garages or vehicles
What Happens After You Send the Enquiry
Once your message comes through, our team reviews the details and routes it to the right person. Leandri handles customer care follow-up, Thabiso checks grading related concerns, Mpho assists with collectables questions and Imraan helps with online order records. If the issue is about a gift order, wishlist item or subscription curation package, we will make sure the right notes are on file.
We aim to keep the process clear and practical. If extra information is needed, we will ask for it in one go so you are not repeating yourself. You will get a straightforward response on the next steps, whether that means a courier check, a condition review or guidance on how to store the item until the matter is sorted. That usually keeps the whole thing moving without fuss.
- We review the enquiry and order record
- We may ask for photos or missing details
- We explain the next step clearly
- We close the case once the issue is resolved
Name the title, issue or character you are hunting for, and our comic shop crew will help you track it down.
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