Frequently Asked Questions - Shop Online - UCAN

Frequently Asked Questions

How do I pay with SnapScan or Zapper


SnapScan is a mobile app that can be downloaded onto your smart phone or tablet so that you can make remote payments to vendors.

To pay, open the SnapScan app, tap on “Scan” and scan the SnapCode displayed at the shop. This identifies the shop and prompts you to enter the amount you wish to pay. Enter your PIN to secure and complete the transaction. The merchant (Neat Freak) receives an SMS containing a confirmation of payment from SnapScan.

The SnapScan App is available to download from the Apple Store and Google Play.



As with SnapScan, Zapper is another mobile app that makes payments and e-commerce quick, simple and secure. It can be downloaded onto your smartphone very easily.

Once you have installed Zapper on your smartphone/tablet and you are now ready to pay, you will see a unique QR code at checkout that you will need to scan. Scan it in the Zapper App, confirm the amount to be paid and your payment will be received by us.

Your payment card details are stored on your phone using secure encryption. Whether you’re paying for a meal in a restaurant, a bill at home or paying for a taxi, the experience is the same. Quick. Simple. Secure.

The Zapper App is available to download from the Apple Store, Google Play and Windows.

See more about how to download and activate the app for Android and for IOS.

How will I know if my order has been received and is being processed?

Once you have placed your order, you will receive an Order Confirmation notification. If you are meant to pay via EFT, our banking details will be on this order confirmation.

Any details regarding your order i.e. progress report or status, will be communicated with you via our customer message system.

However if you need to speak to anyone, you are most welcome to call our office on 031-713-9579.

I need to make payment. What are your banking details?

If you have chosen to pay for your order via EFT or your credit card payment has not successfully processed, please call 031-713-9579 or email for banking details.

How long does delivery take?

Please see a detailed outline of our delivery details. Click here.

Is Neat Freak 3D secure?

In short, we are required by law to be 3D secure.

Read more information regarding this if you are still uncertain and would like more information.

Do you accept returns?

Yes we do accept returns. Read all about our Returns and Refunds policy.

Can I become a reseller of your products? Do you do drop shipping?

We are no longer selling through resellers and we do not offer drop shipping.

What is your shipping charge?

The UCAN shipping charge is free to MAIN CENTRES for all orders over R899.
*Terms and conditions apply

Read our Shipping Policy for more detailed information and pricing.

Do you ship internationally?

At present we only ship around South Africa. If you would like to purchase our products, you are welcome to send us an enquiry to and we could quote you for the items you would like.

How long does it take for an order to be dispatched?

Whilst UCAN does endeavour to send your order out within a few working days, many of our items are custom made or ordered in.

Should a product be ordered in or if there is a long lead time for a product, it will be indicated on the product description.

What if I order something that is out of stock?

Our system should only allow you to purchase an item in stock however there are times when the stock on our shelf does not match our system.

Should a product you have ordered not be available when processing, you will be emailed with the choice to substitute the item or receive a refund/voucher.

How long do I have to redeem a gift voucher?

The Consumer Protection Act outlines that a customer has three (3) years from the date of purchase, to use a voucher.

Please keep the voucher code safe as vouchers are not transferable for cash.

I have received a credit for an order, how long do I have in order to use it?

Purely from an administrative point of view, we encourage customers to use their credits within 6 months from receipt.

Customers will be sent reminders outlining their credit amount regularly so that they do not forget to use it.

Can I return a flatpack product?

If you wish to return a flatpack product, you need to contact us within 5 days. Goods must be returned to us in a saleable condition and in the original, undamaged packaging. We may withhold up to 30% of the purchase price of returned goods, if the products or packaging is in such a condition that the item is not fully re-saleable.

If you are thinking of making a flatpack purchase, download our flatpack guidelines.

Can I collect an order from the warehouse?

Yes you are able to collect a purchase from the warehouse.

What do I do about transport when wanting to return a flatpack product?

You are more than welcome to return your flatpack purchase directly to our warehouse, just phone beforehand to arrange a time and make sure you have all the details ready (invoice number, contact details and any references).

Transport costs when returning an item and ensuring that the product is returned undamaged is the responsibility of the customer.

Our customer support desk will walk you through the entire process.

I have received the wrong item. What do I do now?

Sorry about that, we apologise for any inconvenience, just let our customer support desk know and we will get your correct order to you ASAP.

Whatsapp 076 282 6558


Is my flatpack product assembled when it arrives?

Flatpack products are not assembled when they arrive. We handover the reins here, you can do it yourself, we believe in you.

Can I select a flatpack product on your website in a different colour or configuration?

You can customise any of our flatpack products and make them your own. Contact our support team on 031-713-9579 to discuss this further.


I would like a custom kitchen. Are you able to assist with this?

Most definitely. UCAN have your dream kitchen, no matter where you live in South Africa.

Contact our help desk for more information. WhatsApp 076-282-6558, call 031-713-9579 or email

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