Frequently asked questions

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. You can also order via email, WhatsApp, phone or at our premises.


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 sliding scale apply to order quantities of the same product style and can be made up of multiple colors 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 color and size. Should an item be out of stock, you can contact manager@vicbay-ec.co.za to find out if he can source the stock you require.

How long does it take to process an order?

Once we receive your order, it will go the same day to our stores for picking. If there are any discrepancies with the order, a sales consultant will make contact with you, most likely by email. Once your order is packed it will go to dispatch and await confirmation of payment. Once your order is marked as paid, it will be ready for dispatch. 

I cannot access my account online.


Please log in using your email and password on the top right. If you have forgotten your password, 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.



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 samples are not returned in the original condition and are not resalable, they will not be accepted for return.

How do I get a catalogue? 

Our catalogue can be viewed online alternatively you can request a hard copy from us. We cannot guarantee that we will always have stock of hard copies.

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 as a reseller. 

How can I register?
Registering with us is easy!  You can register for pricing by simply filling in the registration form online.  Once your application has been approved which can take up to two business days, you will receive a confirmation email. If you are an existing client, we will verify your user 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, WhatsApp, email, or by visiting our showroom in Newton Park. For more information visit our T&Cs page.



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


 
Can I order custom styles, colors and sizes?
Yes. Please contact manager@vicbay-ec.co.za to find out more information on minimum quantities, lead times, and other details.

What payment methods and trade credits are available?
All customers are required to pay by credit/debit card or EFT.  We accept MasterCard and Visa but do not accept Amex or Diners Club. 

Are credit terms available?
Yes, with an existing minimum monthly spend of over R10,000.00 and a good trading history of more than 6 months. You can then request the application forms from manager@vicbay-ec.co.za
A credit check will be conducted, and your credit limit will be set accordingly. We do request a signed surety document.

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 unaltered returns. Returns for unwanted merchandise are subject to a 10% restock fee. Custom samples are not returnable. No returns on custom orders will be accepted unless there is a factory fault with the garment/s. For more information, please view the T&C's page.

What fabrics and materials do you use?
We specialize in 100% cotton production; however, we do use polyester for some styles. 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.
Washing instructions are on the back of every label and it is strongly advised to inform your clients to adhere to these for longevity of their garment.

What is acceptable shrinkage?
Vic Bay® 100% cotton products, like all 100% cotton knit fabrics are susceptible to shrinkage. The industry standard of acceptable tolerance on shrinkage is up to 7% on chest and length of the garment. The Pique cotton (Lacoste), due to the construction being similar to waffle weave, can be up to 8%. The factory takes into consideration any possible shrinkage and has added on to the garments which is why they might seem big at first. 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 so customers who need to hot water wash and tumble dry should not select 100% cotton. If the washing instructions are adhered to then any shrinkage will be minimal if at all. We cannot be held responsible for how the garments are washed once worn. If 100% cotton is not suitable for your customer, please consider our polyester (dri fit) garments as they do not shrink. 

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.