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FAQs2016-11-03T11:12:55+02:00

Frequently Asked Questions

What is the minimum or maximum I can order?2017-08-02T09:41:43+02:00

There is no minimum order however, there is a maximum order of 4 for any one item. Please note that we may restrict the maximum order to less than 4 if the item is low in stock.

How do I cancel my order?2017-01-03T10:49:07+02:00

Please contact PainSelect.com immediately if you wish to change or cancel your order.

What is the PainSelect Returns Policy?2017-01-03T10:48:19+02:00

Please contact PainSelect.com immediately if any items have been damaged or you wish to cancel or return your order.

PainSelect.com will make a reasonable effort to exchange any faulty products.

Are your products genuine and why they may look different in your country?2016-11-02T13:08:20+02:00

The products we supply are all genuine branded products. However, the packaging may differ slightly from what you are used to due to the fact that our suppliers are based in South Africa where packaging laws and the manufacturer’s product branding can be different from that in your own country.

How can I check the status of my order?2017-01-03T15:33:47+02:00

By opening an account with PainSelect, all of your previous and existing orders will be logged and saved within the account so that the customer can check on order progress.

By signing into your account and clicking onto “Orders” located in the “My Account” box this will provide you with the most recent updates on your orders. The following statuses will show on the order:

On Hold – This confirms that we have received your order.

Processing – This confirms that payment for your order has been received and will be dispatched shortly.

Complete – Your order has now been shipped and will arrive within the specified delivery timescales.

Failed – This would advise that your order has been cancelled. This may have been done through customer request or for an unforeseen circumstance. If you have any queries about a cancelled order please contact us.

How much will I have to pay if you resend my order?2016-11-02T13:05:08+02:00

We will resend your order free of charge once only and not if the replacement itself gets lost.

What if my order is damaged?2017-01-03T10:42:49+02:00

Please contact us immediately and notify us of the problem. We will at our discretion, either resend your order or refund your payment.

My order hasn’t arrived yet. What can I do?2017-01-03T10:41:49+02:00

Please ensure you have allocated the required time frame for your order to have arrived. Please see: “How long does delivery take?”. If your order has still not arrived, please contact us directly.

What countries do you send to?2016-11-02T13:01:21+02:00

We post anywhere in the world except to: AUSTRALIA/NEW ZEALAND/SOUTH AFRICA. Please also note that as per our Terms, we will not replace any parcels withheld by Customs Officials as this does not fit the definition of “Lost/Stolen” parcel.

I have not received an order confirmation?2017-01-03T10:40:56+02:00

This is most likely because the email you supplied is incorrect. Please log into your PainSelect account and check all your profile fields. If your email address is correct, please check the “SPAM” folder in case your email provider thinks the email is junk. If you still can’t find it there, then please contact us so that we can send you the order confirmation email again.

How much is the shipping costs?2020-05-09T14:03:37+02:00

All postage & packaging costs are already included in the selling price if choosing the standard shipping option of approximately 9 to 14 working days delivery time. No additional costs will be added to the price of your order.

An additional flat rate courier fee of R270 will be added to the total price of the order should you choose the express courier mailing option of approximately 3 -5 working days delivery time.

How long does delivery take and what are my postal options?2018-08-17T11:13:43+02:00

We offer two postal options:-

  • Delivery to the UK can be expected within 9 to 14 working days (under normal posting conditions) via the re-mailing system with ReMail it. Orders to other parts of greater Europe should arrive within 14-28 working days. Deliveries to all other destinations may take longer.
  • Delivery to the UK can be expected within 3 to 5 working days (under normal posting conditions) via the express courier system with ReMail It. This option would incur an additional flat rate fee. This courier system is only applicable to deliveries within the UK.

During any postal strikes or peak holiday postage times of the year e.g. Christmas/New Year, there may be a delay in you receiving your order. Please place urgent orders accordingly. Slight delays may also be experienced as a result of random customs checks, which are beyond our control.

How do I know if my order has gone through?2017-01-03T10:40:02+02:00

If you have placed your order online you will receive an automated ‘order confirmation’ e-mail. This will detail all of the items that you have ordered. However, you will only receive this e-mail if you have a valid e-mail address registered to your account.

If you have not received this e-mail please check to ensure that the e-mail has not been filtered into your ‘junk’ folder.

Please also check that the correct e-mail address is registered to your account. You can do this by logging in and clicking on ‘My Account’. The link can be found in the top right hand corner of the screen. Once you have logged in, please click ‘Account Details’ which can be found on the left hand side of the screen. There you can check that you have the correct e-mail address registered to your account and update as necessary.

Once signed into ‘My Account’ you are also able to see if your order has been placed by selecting ‘Order History’ which can be found on the left hand side of the screen.

If you have not received an e-mail order confirmation within 15 minutes and your order is not available to view in the ‘Order History’ section, then it is likely that the order has been unsuccessful. You can resubmit your order online or contact us for assistance.

Is my credit card details safe on your site?2019-06-19T09:59:16+02:00
  1. Yes, PainSelect uses DPO Paygate to process all credit card transactions. All credit card transactions are 128 bit Secure Sockets Layer (SSL) encrypted. The company registration documents and the site’s registered domain name are checked and verified by Thawte, ensuring the cardholder and merchant that nobody can impersonate DPO Paygate to obtain confidential information.
  2. DPO Paygate is a PCI DSS Level 1 Certified Payment Gateway. All encryption complies with international standards. Encryption is used to protect the transmission of personal information when completing online transactions.
  3. All online card payments processed are passed for 3D Secure authentication.
  4. The Merchant does not have access to credit card details.
  5. DPO Paygate continually reviews and enhances its security in line with technological changes.
What payment options are available?2019-06-19T10:00:59+02:00

Pay with Credit Card
Our Credit Card option accepts both Visa and Master Card payments. PainSelect uses DPO Paygate (www.paygate.co.za) to process our card payments using 128 bit Secure Sockets Layer (SSL) Encryption Technology. This ensures that all credit card information is always extremely safe and highly secure when transmitted via the internet.

How do I contact PainSelect Customer Services?2017-01-03T10:38:28+02:00

Please contact us via our Contact Us page on the homepage using the most convenient method for you.

What products does PainSelect offer?2017-01-03T10:37:13+02:00

Please visit our Shop page for all our Products on offer. If you wish to enquire about a product not shown, please contact us directly and we will endeavour to source the product for you and add as a new addition to our Shop.

What is PainSelect?2016-12-28T16:19:30+02:00

PainSelect has been created to provide general self-medication products that you are familiar with and trust. Because we operate online, we are available 24/7 and respond to any communication or queries within the course of the same day.

We accept credit card payments as well as payment into our UK based bank account via EFT or Direct Deposit.

We pride ourselves on an efficient order fulfilment process, competitive pricing and unsurpassed customer service & communications.

Our worldwide customers are at the heart of our business and we believe in keeping the ordering process and shopping experience as simple as possible.

My usual password is not being recognized. How can I login?2017-01-03T10:36:04+02:00

If you are a registered customer, please use the “FORGOT PASSWORD” to reset your password. If this does not work, please contact us for further assistance.

How do I buy something from PainSelect?2017-01-03T10:34:50+02:00

The process can be completed in 6 easy steps, as follows:

STEP 1: Sign in or Register  for a new account

STEP 2: Browse in our Shop for the item you want to buy. Click on “Add to Cart” button.

STEP 3: Access your Cart at any time by clicking the cart icon at the top right of the site.

STEP 4: Provide delivery shipping address then click on ‘Continue’.

STEP 5: Select your preferred payment option.

STEP 6: Submit your order.

How do I register with PainSelect?2017-01-03T10:32:35+02:00

To register as a shopper, you will need to create an account. Click on the “Register” button on the homepage, complete all the required fields and click on Submit. You will receive immediate confirmation that your Account is active and you can place an order.

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