HmperCo Help Centre — Frequently Asked Questions

Create an Account with your name, mobile number, email, and delivery address via the website or app. See the Shopping, Ordering & Checkout Policy for full detail.

Provide your entity name, registration number, VAT number (if applicable), and an authorised representative's details, as described in the Business, Group & Organisation Customer Terms.

Nominate a coordinator who manages the group's order requirements, as described in clause 2.3 of the Shopping, Ordering & Checkout Policy.

Contact stokvel@hmperco.co.za or WhatsApp 065 632 4344. Full requirements are in the Stokvel Legal Framework.

Apply via your Account once eligibility criteria are met, including student verification where applicable. See the Split & Sell Terms.

Use a strong, unique password, never share your OTP, and report suspected unauthorised access immediately to info@hmperco.co.za.

Use the "forgot password" flow, which sends a reset link or OTP to your registered contact details.

Contact info@hmperco.co.za with your registered details for identity verification and account recovery assistance.

Browse Products, add them to your basket, and complete checkout as described in the Shopping, Ordering & Checkout Policy.

Confirm your delivery address, billing details, delivery window, apply any Vouchers, review your Order, and complete payment.

Contact info@hmperco.co.za before your Order enters picking or dispatch.

Prices are shown inclusive of VAT where applicable, in South African Rand, and confirmed at checkout before payment.

You'll be notified and offered a substitution (if you've consented to substitutions), a delayed date, or a refund.

Card payments, instant EFT, and other electronic methods shown at checkout — see the Payments Policy.

Declined payments are not processed; you can retry with the same or a different method.

Approved refunds are processed to your original payment method within 5–10 business days, per the Payments Policy.

Report it to info@hmperco.co.za with your bank reference; duplicate payments are refunded within 5 business days.

Gift vouchers are issued electronically and redeemed at checkout. See the Vouchers & Gift Vouchers Policy.

Yes — unless stated otherwise, gift vouchers are valid for 12 months and promotional vouchers for the period stated in the promotion.

No — vouchers are not redeemable for cash unless the specific voucher expressly states otherwise.

No — vouchers may not be resold or transferred for commercial gain.

The refund is returned to the original voucher or an equivalent replacement, not to cash.

Delivery availability and fees are shown at checkout based on your address — see the Delivery & Logistics Policy.

Same-day, next-day, or scheduled delivery may be available depending on your area; timeframes are estimates, not guarantees.

HmperCo or the Driver Partner will attempt to contact you; a redelivery fee may apply if the failure was due to an incorrect address or unavailability on your part.

Chilled and frozen items are packed in temperature-controlled packaging — see the Food, Meat, Fresh Produce & Perishables Policy.

Yes, for most non-perishable, non-personalised items, within 7 days, unopened — see the Returns Policy.

You're entitled to a repair, replacement, or refund at no cost to you, under your CPA rights.

Changed-mind returns aren't accepted for food safety reasons, but spoiled or unsafe items are fully covered — report within 24 hours.

Not once accessed or downloaded, unless it's defective.

5–10 business days after approval, depending on your bank.

Members contribute funds over time toward a Hamper, managed via an authorised representative — see the Stokvel Legal Framework.

The authorised representative registered on the Account, subject to member consent requirements for cancellations/refunds.

The authorised representative submits a written request to stokvel@hmperco.co.za, supported by member consent for refund requests.

Up to 21 business days, to allow verification of member consent.

HmperCo requires reasonable evidence (such as a death certificate) before transferring authority — see clause 11 of the Stokvel Legal Framework.

A programme letting you buy Products at bulk pricing, keep some, and resell the rest via the HmperCo marketplace — see the Split & Sell Terms.

Your retail price minus the SnS bulk price, minus applicable fees.

A monthly subscription fee applies (waived for your first month), plus handling/fulfilment fees on sales.

Yes, verified students may qualify for a fee exemption or reduction.

On the payout date shown in your SnS dashboard, per the itemised payout statement.

No — the storefront itself (the page, template, and hosting) remains HmperCo's property. You get a personal licence to use it while your SnS Account is active. What you DO own is any design or brand you create in BrandLab — see the Split & Sell Terms, clause 9.2.

Yes, but only once it's set up through HmperCo's promotion tools and approved — you can't just relabel a listing with a discount that hasn't been configured this way. See the Split & Sell Terms, clause 9.10.

No — it's a quote. The price confirmed at checkout is what's actually charged, which can differ if a promotion has expired or reached its limit.

No — a special that goes below HmperCo's standard pricing policy needs HmperCo's approval first; it's not something you can self-approve from your dashboard.

A product-creation and design tool for registered SnS Sellers — build your own branded product, either from a HmperCo catalogue template or entirely from scratch, and list it for sale on your Mini Store. See the BrandLab Terms & Conditions.

Yes — you retain ownership of your own designs and brand material. HmperCo only gets a limited licence to display, produce, and sell your approved Product through the Platform.

Path A starts from an existing HmperCo product template with your own branding applied. Path B is a fully custom product you design from scratch — which also means you carry full responsibility for sourcing and regulatory compliance.

No — supplier information you add is self-entered and not vetted, researched, or endorsed by HmperCo. You're responsible for your own due diligence.

No — it only generates a document for your own use. HmperCo doesn't transmit it or guarantee a response; marking it "sent" is just your own record.

No — your sign-off is your own self-certification that the product complies with the law. It is not a safety test, lab analysis, or regulatory certification by HmperCo.

No — BrandLab is included in your existing SnS subscription. Products you sell through it use the same Marketplace (4.7%) and Fulfilment fee structure as any other Split & Sell listing.

Your customer is still fully covered — HmperCo remains responsible to them under the Returns Policy regardless. Separately, HmperCo may recover costs from you if the defect traces back to your own specification or sourcing.

Yes — see the Wholesale & Bulk Purchasing Terms.

Approved Business Accounts may qualify for invoicing terms — see the Business, Group & Organisation Customer Terms.

Apply via HmperCo's onboarding process, including identity, licence, vehicle and insurance verification — see the Driver Partner Terms & Conditions.

No — Driver Partners are independent contractors, as described in clause 3 of the Driver Partner Terms.

Per completed delivery, on the payment cycle communicated to you at onboarding.

In accordance with POPIA — see the full Privacy Policy.

Yes — contact info@hmperco.co.za to exercise your data subject rights.

Use the unsubscribe link in any marketing message, or contact info@hmperco.co.za.

Email thankyou@hmperco.co.za with your order number and details — see the Complaints, Escalation & Dispute Resolution Policy.

Ask for escalation, or refer the matter to the Consumer Goods and Services Ombud or National Consumer Commission.