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Frequently Asked Questions

We have answered some FAQ’s below, however if you still can’t find the answer you are looking for do not hesitate to contact us.
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Getting Started

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Shipping & Orders

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Sales Questions

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My Account

Getting Started

We have answered some questions for you below, however if your question is not listed here contact us and we will assist you with your query.

Can I use Chilla Products at home?
Yes, you can – become a barista in your own home! Chilla beverage products come with mixing instructions making it very simple to create that perfect gourmet drink in the comfort of your own home.
Do I require specialized equipment to make these products at home?
All you need for ice drinks is a blender.

Shipping & Orders

We have answered some questions for you below, however if your question is not listed here contact us and we will assist you with your query.

Can I place an order to collect?
We prefer delivering all customer orders, however order collections are allowed subject to approval from the relevant department.
Can I order your products if I am not from South Africa?

We have multiple sales offices in various countries please click here to find an outlet in your country.

How much does shipping cost and where do you deliver to?
Shipping is calculated on the quantity of your order as well as where you are situated. Delivery is to your specified address.
How do I know if my order has been successfully placed or not?
On completion of an order and payment made, you will receive email confirmation and your order number.
My order has not arrived when I expected it to, what can I do?
Please allow 3 – 5 working days for delivery of your order, from date of payment. If you have not received your order within this time, please contact our customer service department and one of our staff will be happy to assist.
How do I cancel an order?
Cancellation of an order can be done by sending us an email, requesting the cancellation. Alternatively, you can call our customer service department and one of our staff will be happy to assist.
Can I collect from my local branch instead of having home delivery?
Unfortunately not at this stage.
How can I pay?
Payment can be made in one of three ways, Credit Card, Instant EFT and/or Electronic Bank Transfer. Regrettably cash or cheques payment on product delivery will not be accepted.
Can I pay cash or cheques on delivery?
Unfortunately not. Regrettably cash or cheques payment on product delivery will not be accepted.

Sales Questions

We have answered some questions for you below, however if your question is not listed here contact us and we will assist you with your query.

Can I become a distributor?
If you meet the minimum requirements distribution rights may be granted, please email marketing@chilla.com for more information.
Does Chilla offer any advertising Materials to wholesalers and distributors?
Chilla does offer advertising materials to wholesalers, restaurant owners and distributors
What is the return policy?
We stand behind the quality of our product and will accept returns, provided the following conditions are met:

  • We are contacted within 30 days of the goods being received
  • The product has not been opened
  • The product has not been damaged or soiled in any way
  • The product is still in its original packaging

As per the Consumer Protection Act (2011), customers are permitted to return goods within a period of 6 months, in the case of a manufacturing defect. Chilla reserves the right to have the product returned to us for inspection before a replacement is sent.

My Account

We have answered some questions for you below, however if your question is not listed here contact us and we will assist you with your query.

Are my Credit Card details safe?
Yes. Besides using industry standard encryption techniques when processing payments, no card details are retained or recorded at the time of card authentication. Furthermore, the services of secure payment gateways are used as an additional form of security.
Why the need to Register on the site?
As a Virtual store, it is important that the best service is provided for clients by personalising the experience and ensuring that clients will qualify for any promotional activities, site developments and loyalty/reward based programs that will be implemented.
What happens if I lose my Password?
It is recommended that if in a case such as this, the client selects “Forgotten Password” at their earliest convenience in order to make the necessary changes and secure their user access.
Are my personal details secure?
Yes. When asked to share private details, such as personal or payment information, the information is encrypted and protected with the best encryption software in the industry – SSL (Secure Socket Layer). A lock icon at the bottom of your browser will be displayed, confirming that it is an encrypted page.
What is a Cookie, and why are they being used on this website?
A cookie is a small piece of information stored by the browser and the Operating System on your computer. It may contain some personal details, the contents of your shopping basket, and date and time information in an encrypted format, which can be recalled when you return to the website to speed up identification and ordering and delivery processes.
What happens if someone logs on using my details?
It is strongly recommend that personal login details and passwords are kept private to avoid anyone else logging onto the website. An option is available to change passwords in the “Forgotten Password” section of the website. In the event that someone, or there is suspicion that someone is accessing the site with your personal credentials please contact us at your earliest convenience as per the Contact Us details on the site.
Will I receive unsolicited e-mails and marketing information?
No. As part of the data capture process a client will be given the choice whether they would like to be kept informed or contacted in the event of special offers and/or promotions.
How do I change my address, contact details or marketing permissions?
Log on to the website and amend your details via the My Account option.
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