Frequently Asked Questions

ONLINE ORDERS

How do I order? 

Ordering online is as simple as selecting what you need and adding it to the cart then proceeding to check out.

Do you have minimum orders? 

There are no minimum quantities so you may order as much or as little as you need. Our wholesale price breaks apply to order quantities of the same product style and can be made up of multiple colours and sizes within that style. The relevant price will be automatically applied upon adding items to your cart.

Is everything on the website in stock now? 

Each product on the website shows the current stock level available for each colour and size. Should an item be out of stock, you can contact the branch to find out if one of our other branches have stock of the item.


How long does it take to process an order?

For collections, please allow us at least 4 hours to get your order ready.
 Please visit our delivery page for more info.

WEBSITE ISSUES


I cannot access my account.


Please log in using your email and password on the top right. If you have forgotten your password please follow the prompts to reset your password.
 Once logged in, under My Account you may view your account details, addresses and orders.


I am having an issue with a promo code.

Promo codes are applied on the cart page. Please note that some promo codes are case sensitive and have an expiry date.
 Please visit our Terms and Conditions page for further information.



BUSINESS RELATED

Where are your branches located?

Please visit our Contact Us page for additional information including maps, addresses and hours.

How do I get a sample?

All samples will be invoiced then credited once returned. Samples must be returned for a credit within 10 working days from the date of the invoice with a copy of the original invoice enclosed. If sample is not returned in original condition or packaging, it will not be accepted for return.

How do I get a catalogue?
Our catalogue can be viewed online alternatively you can visit your nearest Vic Bay® branch to pick up a hard copy or ask for a catalogue to be sent with your next order.

Can I access your wholesale prices?

We can only give you access to our wholesale pricing once you have registered with us and have been verified. Click here to register.

How can I register?
Registering with us is easy!  You can register for pricing by simply filling in the registration form online.  Once your account has been approved which can take two business days, you will receive a confirmation email. If you are an existing client, we will verify your account number and activate your registration immediately. 



How do I place an order?
To submit an order, you need to be registered with us. Online ordering is as simple as selecting what you need and adding it to the cart then proceeding to check out. You can also order by phone, fax, email, or by visiting one of our branches. For more information visit our T&Cs page.



Are there minimums?
Their is no minimum order on any available items. Just go ahead and order what you need. This is not applicable for custom orders. Please refer to the respective FAQ below to learn about the conditions for custom orders.  



Does Vic Bay® have licensed Distributors?
I want to open one. We have 4 Vic Bay® licensed Distributors covering all of South Africa. If you are interested in becoming a licensed Distributor outside South Africa, please email us for further information.

CUSTOM ORDERS
Can I order custom colours and sizes?
Yes. Please contact your local Vic Bay®  office to find out more information on minimum quantities, lead times, and other details.


PAYMENT POLICY
    •    No goods will leave our premises without being paid for including collections via courier.  Orders will only be released once payment has reflected in our bank account.
    •    All goods remain the property of Vic Bay until paid in full.
    •    All new customers are required to pay by credit or debit card, EFT, or cash.
    •    We accept Mastercard / Visa and Debit cards (No Amex and Diners).  
    •    We encourage EFT's and have facilities at our offices to make Internet payments. Stock will only be released once proof of payment has been received.
    •    Cheques are no longer an accepted form of payment unless prior arrangement with management has been made.
    •    Please pay into the correct bank account to ensure that your order is cleared immediately.
    •    Payments from outside SA take between 4 and 7 working days to clear and goods will only be released when payment reflects in our bank account.    
    •    Interest may be charged on overdue amounts (subject to the terms of our credit agreement).

What payment methods and trade credits are available?
Vic Bay is a COD wholesaler and all new customers are required to pay by credit or debit card, EFT or Cash.  We do not accept cheques. We accept MasterCard and Visa but do not accept Amex or Diners Club.
 Credit terms are available subject to:
    •    Fill in the Credit Application form and send to your nearest Vic Bay® branch.
    •    Credit approval process
    •    A minimum monthly spend (contact your local Vic Bay® office to find out the minimum monthly spend
    •    Trading history of more than 6 months with a Vic Bay® branch.


RETURN POLICY
What is your return policy?
It is the customer’s responsibility to find discrepancies or defects prior to any alterations. Altered garments are not returnable. A copy of the invoice must accompany all returns. Returns for unwanted merchandise are subject to a 10% restock fee. No cash refunds will be given. Custom samples are not returnable. (No returns on custom orders will be accepted unless there is fault with the stock). For more information, please view the T&C's page.


ABOUT THE PRODUCT
What fabrics and materials do you use?
To learn more about the material, weights, and specific features of the products, visit our product pages to view the product spec sheets for more information or go through the catalogue as details are listed there as well.

 
Can you provide washing instructions?
For information on how to wash and care for Vic Bay® garments, please refer to our product pages to view the product spec sheets for more information.


What is acceptable shrinkage?
Vic Bay® products, like other 100% cotton knit fabrics shrink. The acceptable tolerance of shrinkage on cotton T-shirts is up to 7% on chest and length of the garment and the Pique cotton (Lacoste) due to the construction being similar to waffle weave, is up to 8%. The performance standard for fabrics are: length and width -8% 40°TD. There can be a 8% shrinkage tolerance after first wash, which is the average on Vic Bay® products. Different methods of laundering have resulted in variable degrees of shrinkage and this must be considered when ordering these products for your customers. Whilst pure cotton is cool and comfortable to wear, it is susceptible to shrinkage although we have a very modern compacting process at our factory there is residual shrinkage that can only be released when the garment is fully washed the first time after manufacturing.

MEDIA POLICY

Can I use your photography and media?  


As a registered client of Vic Bay® products, you are able to use our image library and media content for the promotion of your business. You may not, however, remove or change any of our branding without prior written consent from Vic Bay®.  Call our marketing team should you require assistance on +27 31 5691002 or marketing@vicbay.co.za