Frequently Asked Questions
How do I contact CNA Online?
Email us at [email protected]
What are the delivery fees?
We charge a standard fee of R50.00 on orders with a total of less than R350.00. An order that is more than R350.00 (after promotional vouchers have been deducted) does not incur any delivery charges.
Where do you deliver?
We deliver to all physical addresses within South Africa. We do not deliver to post boxes or internationally.
How long will it take for my order to arrive?
Depending on where your order is going, deliveries will take between 2 – 5 working days. Where unforeseeable delays and out of stock situations occur, every reasonable effort will be made to inform you if we believe there will be a substantial delay in your delivery.
Can I send an item to someone as a gift?
Yes, you just need to click the "This is a gift" checkbox on the Checkout page and supply us with their name, physical address and contact number in the checkout process. Gift orders are wrapped free of charge and are accompanied with a free greeting card with your message.
What happens if I am out when you deliver?
If you're not available at the chosen delivery address to receive your order at the time of delivery, the courier will make a second attempt at another time. After that, we will contact you to arrange a suitable time.
What are your delivery times?
We offer a Monday to Friday (09h00 – 17h00), delivery service. We do not deliver on Good Friday, the 25th and 26th of December, the 1st of January or any other public holiday in South Africa. There are no weekend deliveries.
What if my order arrives damaged?
If you realize that the package is damaged or has an incorrect item before accepting the delivery, please do not accept the delivery and immediately inform us. If you have accepted the delivery, and then realize that the package is damaged or has an incorrect item, please contact us immediately at [email protected].
Can I change my delivery /shipping address, how do I change it?
You can change your delivery/shipping address only if your order has not already been dispatched. Please contact us immediately at [email protected].
How do I track my order?
You can track exactly where the delivery emailing us at [email protected]. Please remember to include your order reference number.
Can I have my order delivered at a C N A store, so that I can pick it up from there?
No, we currently do not offer an in store pick-up facility.
Is there any difference between merchandise range sold at C N A Online and C N A stores?
While cna.co.za offers most of the merchandise range sold in C N A stores, the merchandise range may differ between the online store and a C N A store.
What payment options do you offer?
There are two payment options that CNA Online accepts at present:
- Thank U account cards (Edgars, Jet and Legit) are accepted as a means of payment. Click here if you would like to apply for an Edgars account.
- Credit or Cheque Cards: All Visa, MasterCard, Diners Club and American Express cards (with an expiry date) are accepted
Do you accept debit cards?
No, we do not accept debit cards.
Do you accept bank transfers (EFTs)?
No, we do not currently accept bank transfers.
Are my payment details safe?
We use a secure payment gateway (the URL which changes to https: and a padlock is visible on the bottom right of the screen). We do not retain credit card numbers. First time users of Edcon account cards (Thank U card) go through a verification process so that we know that it is you using your card.
What is the procedure to follow when using my Edcon account card to make a purchase on the website?
You will be requested to link you Thank U card to your online profile. You will be requested to enter your Thank U card number, your mobile number and your network provider. If the mobile number matches the mobile number that is currently linked to your account number, then you will be smsed a One-Time Pin (OTP) to verify your cell phone number. You will be successfully registered on the website when you enter the OTP on the website.
If the mobile number does not match the mobile number that is currently linked to your account number, you will then be requested to enter your Edcon account number (the number that appears on your monthly statement) and your ID number. Your card will then be linked to your online profile and you will be able to purchase online.
I've got a voucher, how do I redeem it?
When you have logged in, finished choosing your products, and clicked on "Proceed to checkout", the Checkout page will give you an option to enter discount voucher. Tick the "I have a voucher" checkbox and enter the voucher code with no spaces. Click "Apply voucher code" and the purchase amount will be decreased by the amount on the voucher.
How do I earn Thank U Points?
If you're paying with a Thank U account card, you'll automatically earn points on all your purchases on the site. If you're paying by credit card and have a Thank U card, you'll need to enter this card number on the Checkout page in order to earn your points. If you don't see your points reflected immediately, don't worry. Remember that your points will take up to a week to reflect.
Can I spend my Thank U points online?
No, unfortunately at the moment, you can only earn points online, you won't be able to spend the points online. However, you are able to spend your Thank U points you earn online at any CNA, Edgars, Red Square, Jet, Legit or CNA stores.
Can I cancel my order or an item?
Yes, you can cancel the order before it is shipped, to check the status of whether your order has been shipped or not, email us at [email protected]. However, changes to the items ordered are not possible – All exchanges are handled at any CNA stores.
In case I change my mind about the product that I purchased, can I have it exchanged?
Yes, you can exchange unused items in one of our stores. Some products are excluded from this. Please make sure that the product remains in its original packaging. Please see our Refund and Exchange Policy
Do I need to pay shipping charges for items returned to you by couriers?
No, we offer free shipping on returns for incorrect or damaged deliveries only. If a customer returns a product because they changed their minds, then the shipping cost will be returned to them, but not at the cost of the courier.
Can I return my product to your store and what is your refund and replacement policy?
Yes, most items are returnable in our stores, to check which items cannot be returned in our stores please email us at [email protected]. For further details please refer to our Refund and Exchange Policy.
How will I receive my money for the products which I have returned or cancelled?
For payments made via credit card, refunds will be processed to the same card and for purchases made with a Thank U card; your account will be credited.
Is there any charge for registration?
No, registration on cna.co.za is absolutely free.
What if I have forgotten my password?
Just click on the "forgot password" link on the login page and an email with a new password will be sent to you.
How do I change my password?
Click on 'my account' on the home page, then click on 'change password' under the information section.
Can I edit my personal details?
This can be done in the "My Account" section.
What if I have forgotten my username?
Your username is your email address but if you have forgotten it, you can email us at [email protected] for assistance
How can I change my email address? Can I change the email address I used for registration?
You cannot modify your e-mail address, since your email address is your user Id.
Is email address mandatory when registering?
Yes. Your email is your username/login ID, and is therefore required when you create an account on cna.co.za.