Contact information

CUSTOMER SUPPORT & CONTACT INFORMATION POLICY

Effective Date: 1 June 2026
Last Updated: 1 June 2026

1. PURPOSE

This Customer Support & Contact Information Policy sets out the procedures for communicating with Braais & Bikinis regarding products, orders, deliveries, returns, customer service matters, privacy-related requests, complaints, and other enquiries.

Braais & Bikinis is committed to providing professional, efficient, and customer-focused support in accordance with applicable South African laws and industry best practices.

This Policy should be read together with the Terms and Conditions, Privacy Policy, Shipping & Delivery Policy, Returns, Refunds & Exchanges Policy, and any other applicable policies published on our website.

2. BUSINESS CONTACT DETAILS

Customers may contact Braais & Bikinis using the following details:

Business Name: Braais & Bikinis

Customer Support Email: braaisandbikinisza@gmail.com

All official customer service communications should be directed to the above email address unless otherwise indicated by Braais & Bikinis.

3. CUSTOMER SUPPORT SERVICES

Customers may contact Braais & Bikinis regarding matters including, but not limited to:

Product enquiries;
Product availability;
Order confirmations;
Order status updates;
Delivery and shipping enquiries;
Returns and exchanges;
Refund requests;
Payment-related enquiries;
Website functionality issues;
Account-related enquiries;
Privacy and data protection requests;
Complaints and dispute resolution;
General customer support.

Braais & Bikinis reserves the right to request additional information where necessary to verify a customer's identity or investigate a particular enquiry.

4. CUSTOMER SUPPORT HOURS

Customer support enquiries are monitored during the following business hours:

Monday to Friday: 09:00 – 17:00 (South African Standard Time)

Weekends and South African Public Holidays: Closed

Enquiries received outside normal business hours may be processed on the next Business Day.

Business hours may be amended from time to time without prior notice.

5. RESPONSE TIMES

Braais & Bikinis aims to respond to enquiries within the following indicative timeframes:

General Enquiries

Within twenty-four (24) to forty-eight (48) Business Hours.

Order-Related Enquiries

Within one (1) to three (3) Business Days.

Returns, Refunds and Delivery Investigations

Within one (1) to five (5) Business Days, depending on the complexity of the matter and any third-party involvement.

Privacy and POPIA Requests

Within a reasonable period in accordance with applicable legal requirements.

Response timeframes are estimates only and are not guaranteed.

Response times may be extended during:

Promotional periods;
Public holidays;
High-volume sales periods;
System outages;
Supplier investigations;
Courier investigations; or
Circumstances beyond our reasonable control.

6. ORDER ENQUIRIES

To enable efficient assistance, customers contacting Braais & Bikinis regarding an order should provide:

Full name used when placing the order;
Order number;
Email address associated with the order;
Contact number;
Description of the enquiry; and
Any supporting documentation where applicable.

Failure to provide sufficient information may delay the investigation and resolution of an enquiry.

7. CUSTOMER VERIFICATION

Braais & Bikinis may require reasonable proof of identity before:

Releasing order information;
Amending customer details;
Processing refunds;
Processing returns;
Providing access to personal information;
Actioning POPIA-related requests.

Verification measures are implemented to protect customers against fraud, unauthorised access, and identity theft.

8. PRIVACY AND DATA SUBJECT REQUESTS

Individuals may submit requests relating to their personal information in accordance with applicable South African data protection legislation, including the Protection of Personal Information Act, 4 of 2013 ("POPIA").

Requests may include:

Requests for access to personal information;
Requests to correct personal information;
Requests to update personal information;
Requests to delete personal information where legally permissible;
Objections to processing;
Requests to withdraw consent;
Direct marketing opt-out requests.

Such requests may be submitted to:

Email: braaisandbikinisza@gmail.com

Braais & Bikinis reserves the right to request proof of identity before processing any request involving personal information.

Requests will be handled in accordance with applicable legal requirements and reasonable internal procedures.

9. COMPLAINTS HANDLING

Braais & Bikinis values customer feedback and is committed to addressing complaints fairly, professionally, and promptly.

Customers who are dissatisfied with any aspect of our products, services, customer support, or website are encouraged to contact us directly so that we may investigate and attempt to resolve the matter.

Complaints should include:

Customer details;
Order number (where applicable);
Description of the complaint; and
Any supporting documentation or evidence.

Braais & Bikinis will make reasonable efforts to:

Acknowledge receipt of complaints;
Investigate the matter;
Communicate outcomes;
Resolve issues where appropriate.

10. ABUSIVE OR INAPPROPRIATE COMMUNICATIONS

Braais & Bikinis is committed to maintaining a respectful and professional working environment for employees, contractors, and service providers.

Braais & Bikinis reserves the right to limit, suspend, or refuse communications where a customer:

Uses abusive, threatening, discriminatory, or offensive language;
Engages in harassment;
Makes fraudulent claims;
Repeatedly submits vexatious or unreasonable requests; or
Otherwise behaves in a manner that unreasonably interferes with customer support operations.

Nothing in this clause limits any legal rights available to customers under applicable law.

11. ELECTRONIC COMMUNICATIONS

Customers acknowledge that communications with Braais & Bikinis may occur electronically.

Electronic communications may include:

Email correspondence;
Order confirmations;
Shipping notifications;
Refund notifications;
Customer support responses;
Policy updates;
Legal notices where permitted by law.

Customers are responsible for ensuring that their contact information remains accurate and up to date.

12. LIMITATION OF LIABILITY

Braais & Bikinis will make reasonable efforts to respond to enquiries and resolve customer issues in a timely manner.

However, Braais & Bikinis shall not be liable for:

Delays in responding to enquiries;
Technical communication failures;
Email delivery failures;
Service interruptions;
Circumstances beyond its reasonable control.

Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded under South African law.

13. AMENDMENTS

Braais & Bikinis reserves the right to amend, update, or replace this Policy from time to time.

Any amendments shall become effective upon publication on the website unless otherwise stated.

Continued use of the website or services following publication constitutes acceptance of the amended Policy.

14. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.

Any dispute arising from this Policy shall be subject to applicable South African laws and the jurisdiction of competent South African courts and regulatory authorities.

15. CONTACT DETAILS

For all customer support, privacy, order, delivery, returns, refund, or general enquiries:

Braais & Bikinis