frequently
ASKED
Everything you need to know before, during, and after your order.
Shipping & Delivery
- Do you ship to the whole of South Africa?
- Yes. We ship to every province in South Africa, including rural and outlying areas. Cost and transit time vary by postal code and are calculated at checkout.
- How long does delivery take?
- Orders are typically dispatched within 1 to 2 business days. Once shipped, delivery usually takes 2 to 5 business days for most addresses in South Africa. You will receive a tracking link by email when your parcel leaves our warehouse.
- Can I collect from a Pudo locker?
- Yes. Pudo locker collection is offered at checkout. Choose the locker closest to you and we will send a collection code to your phone and email once the parcel arrives at the locker.
- How much does shipping cost?
- Shipping is calculated live at checkout based on your delivery address, parcel size, and the service you choose. Pudo locker collection is usually the most affordable option.
- Do you ship internationally?
- Not at this time. Coily currently ships only within South Africa. Join our newsletter to be notified when international shipping becomes available.
Products & Ingredients
- What hair types are Coily products made for?
- Coily products are formulated for coily (type 4), curly (type 3), and wavy (type 2) hair. They are safe for colour-treated and previously relaxed hair as well.
- Are the ingredients natural?
- Our formulas prioritise plant-derived humectants, butters, and oils with strong evidence for hair benefits. We also use cosmetic-grade preservatives and functional actives where they genuinely improve the product. Every ingredient list is published on the product page.
- Are products safe for relaxed or colour-treated hair?
- Yes. Our formulas are gentle enough for chemically processed hair. If you have a specific concern, email shop@coily.co.za and we will help guide you to the right product.
- Do you test on animals?
- No. Coily products are not tested on animals.
- How do I know which product is right for my hair?
- Start with the moisture-first staples — a cleanser, a conditioner, and a leave-in. If you would like a personalised recommendation, email shop@coily.co.za with a short description of your hair texture, porosity, and current concerns.
Returns & Refunds
- What is your return policy?
- You can return unused items in their original packaging within 7 days of delivery. Email shop@coily.co.za to start a return. Refunds are processed within 5 business days of receiving the return.
- What happens if my parcel is damaged on arrival?
- Email shop@coily.co.za with photos within 48 hours of delivery. We will arrange a replacement or refund, no return required.
- Can I exchange a product?
- Yes. Reach out to shop@coily.co.za within 7 days of delivery and we will walk you through the exchange process. Exchange is subject to stock availability.
Orders & Account
- Do I need an account to place an order?
- No. You can check out as a guest. Creating an account lets you track past orders, save addresses, and leave product reviews.
- Can I change my shipping address after placing an order?
- If the order has not yet been dispatched, yes — reply to your confirmation email or contact shop@coily.co.za. Once the waybill has been issued, address changes are subject to courier availability.
- What payment methods do you accept?
- We accept credit cards, debit cards, Instant EFT, SnapScan, and traditional EFT — all handled securely by PayFast, a South African payment gateway.
- Is my payment information safe?
- Yes. We never store your card details. All payments are processed directly by PayFast over an encrypted connection, following PCI-DSS standards.