Frequently Asked Questions
Where is my order? How can I track the status of my order?
We will email you whenever the status of your order changes.
You can also track your order by navigating to My Orders (under the My Account section of our website). Here you will see a history of your purchases and the current status of pending orders.
Unfortunately, our customer care team doesn't have the ability to speed up the delivery or give you more information than already provided via the tracking link.
Why was my order cancelled?
Payment hasn’t been received or allocated to your order
All our payment methods require payment to be made in checkout.
There was an inventory error
Although we do our best to ensure our stock levels are accurate at the time of purchase, there are instances where they are unable to locate the item for dispatch. If this happens, you will receive a notification that your item/order has been cancelled and you will be refunded in the form of an online credit and if you require a cash refund, this may be requested via EFT.
We suspect your order to be fraudulent
- We reserve the right to cancel or refuse to fulfil any order that we suspect of being fraudulent. This includes, but is not limited to, instances of suspected stolen credit cards and abuse of promo/offer incentives.
- On Tap may request documentation to complete the necessary fraud checks. On Tap may cancel any order where the necessary documentation is not provided in a timely manner (usually within 24 hours).
Did my purchase go through?
Your purchase was processed successfully if you can answer 'YES' to the following questions:
Question 1: Were you taken to a Thank You page on completion of your purchase?
Question 2: Did you receive an email confirming your order?
Question 3: Navigate to My Orders. Is your order there?
If you answered 'NO' to all 3 questions above then your order did not go through.
Note most banks will notify you via sms that a transaction has occurred on your account.
Can I change or edit my order?
Unfortunately, once an order is paid and placed, we are unable to make any changes to it.
Can I cancel my order?
Once placed, orders cannot be cancelled. If you no longer want to receive the order, you can email the store and, if it hasn’t been dispatched, stop the delivery. The cancelled order will be processed and the refund allocated on your account. A cancellation fee of 7% will apply to all cash refunds.
How does On Tap's Click + Collect process work?
What is Click + Collect?
On Tap's Click + Collect offers the option to collect your order instead of having it delivered. Our service includes 24+ nationwide On Tap store locations, that are open 6 days a week for your convenience. Check store trading times on our website.
Where can I collect?
At the store that the order is placed at. You cannot order in one store and collect in another store.
When can I collect my order?
The On Tap Team will notify you by email within 2 to 4 working days, once the order is ready for collection.
What are the open hours to collect?
Opening hours may vary from store to store, but are mostly:
- 7h30am to 4H30pm on Mondays to Fridays
- 8am to 12pm on Saturdays
- We are closed on Sundays and public holidays.
Opening hours will be confirmed on your Ready to Collect email.
What should I bring to collect my order?
You will receive an email when your order is ready for collection. You can collect your order by showing the invoice or the collection email.
What happens if my order is not at the branch when I arrive?
If you arrive at the On Tap Store and your order is not ready:
- You have either come too early.
- Only collect your order once you have received an email or SMS from the On Tap Team.
- Ensure that you are at the right On Tap Store.
How will I know where the On Tap Store is located?
The address will be displayed in checkout. You will also receive the address in your email when the order is ready for collection. Here is a list of all On Tap Stores & their locations: https://ontap.co.za/storelocator
How much does it cost to collect my order?
Click + Collect is free for all orders.
How can I pay for my Collect order?
You can pay using any of the available payment methods during checkout. On Tap Stores do not accept payment for online orders at store level and therefore you cannot use Cash on delivery as payment method.
Can someone else collect on my behalf?
If you choose to nominate someone else to collect an order on your behalf, you will need to provide them with your order number.
Can I change my order from Collect to Delivery?
Unfortunately it is not possible to change the delivery method once your order has been confirmed and paid.
Can I change my selected On Tap Store?
It is not possible to change the On Tap Store once your order has been paid and confirmed.
Can I return my order using a On Tap Store?
Yes, you can drop off your return at the same store that you collected it from. You would need to select Drop-off when you log the return.
What is the status of my credit?
Returns
Credits for returns will be processed once the returned item has been received and inspected at the store. It takes 3 to 5 working days from collection or drop-off to receive and inspect the items at the store. Once inspected it takes up to 5 working days for the credit to reflect on your account.
We’ll also keep you updated on the progress of your return and credit via email.
Cancellations
If items have been cancelled from your order due to an inventory error or a supplier being out of stock we’ll notify you via email & issue a credit to your account.
What are my refund options?
Any credit note will automatically be refunded to your On Tap account. This is the fastest refund method as it does not rely on banking systems to be processed. You are then able to use this credit for any other purchase.
If you would like the amount refunded to your bank account via EFT.
EFT
Submit your banking details via email to the store you purchased from and the refund will be processed, it can take up to 5 days for the refund to reflect in your account.
Can I get a refund for my delivery fee?
Delivery fees are not refundable unless an order has arrived damaged, faulty, incorrect or missing.