About the Program
What is the Totem Bag Return Program?
Our pilot program allows customers who previously purchased totem bags to return their used bags for cleaning, repair, and donation to underprivileged children through our partnership with Afrika Tikkun. In return, you'll receive a voucher for a discount on your next bag purchase.
Why are you doing this program?
We believe in giving our products a second life while making a positive impact in our local community. This program supports sustainability by extending product lifecycles and helps children in need through our partnership with Afrika Tikkun.
Who is Afrika Tikkun?
Afrika Tikkun is a leading South African NGO that provides comprehensive development programs for children and youth in underserved communities across Johannesburg and other cities. They focus on education, health, and social development to break the cycle of poverty.
Eligibility & Participation
Who can participate in this program?
This pilot program is open to customers who have previously purchased totem bags and have been selected to participate.
How do I know if I'm eligible?
If you received our invitation email, you're eligible to participate. We've selected customers based on previous totem bag purchases.
I bought a totem bag but didn't receive an email. Can I still participate?
This is a limited pilot program with only 200 participants. If you didn't receive an invitation email, you're not part of this current pilot, but we may expand the program in the future based on its success.
What condition does my bag need to be in?
We accept bags in any condition - from lightly used to well-worn. Our team will assess each bag and professionally clean and repair what's possible. Even heavily used bags may be suitable for donation after refurbishment.
The Return Process
How do I return my bag?
After confirming your participation, we'll send you a prepaid Pargo waybill. Simply package your bag and drop it off at any Pargo point across Johannesburg. Find your nearest location at pargo.co.za.
What packaging should I use?
You can use any sturdy bag, box, or mailer that fits your totem bag. Make sure it's well-secured and within Pargo's size limits.
How long do I have to return my bag?
You have 14 days from receiving your Pargo waybill to drop off your bag at a Pargo point.
Which Pargo points can I use?
You can use any Pargo drop-off point. Popular locations include Pick n Pay, Checkers, selected Sasol stations, and many shopping centers. Use the Pargo website or app to find the most convenient location.
Will I get confirmation that my bag was received?
Yes! You'll receive SMS and email notifications when your bag is dropped off at Pargo, when it's collected by Pargo, and when it's delivered to us for processing.
Vouchers & Rewards
What voucher will I receive?
Participants will receive a voucher that can be used toward purchasing a new totem bag from our online store. The voucher value will be communicated to you when you receive your voucher code.
How will I receive my voucher?
We'll email your unique voucher code. The voucher will include instructions on how to use it.
How long is my voucher valid?
Your voucher is valid for 3 months from the date of issue. We recommend using it within this period to ensure you don't miss out.
Can I use my voucher with other promotions?
Voucher terms and conditions will be included with your voucher code. Generally, vouchers cannot be combined with other promotional offers.
What if my voucher doesn't work?
Contact our customer service team immediately if you experience any issues with your voucher code. We'll resolve the problem quickly.
Bag Processing & Donation
What happens to my returned bag?
Our team professionally cleans and repairs your bag to restore it to good condition. Once refurbished, it's donated to a child in need through Afrika Tikkun's programs in Johannesburg.
Will you definitely be able to donate my bag?
We aim to refurbish and donate 85% of returned bags. In cases where a bag is too damaged for effective repair, it will be responsibly recycled rather than donated.
Can I see photos of the donation?
We'll share general photos and updates from donation events on our social media channels and website. For privacy reasons, we don't share specific photos of individual bag recipients.
Which children receive the donated bags?
Afrika Tikkun selects recipients from their programs serving underprivileged children in Johannesburg communities. The bags go to children who need school bags or everyday carry bags.
Technical & Logistics
I don't have a Pargo account. Do I need one?
No, you don't need a Pargo account. We provide a prepaid waybill that works without any account setup. Just drop off your packaged bag at any Pargo point with the waybill attached.
What if there's no Pargo point near me?
Pargo has extensive coverage across South Africa. Use their location finder at pargo.co.za to find the nearest point.
I lost my Pargo waybill. Can I get another one?
Yes, contact our customer service team with your original confirmation email details, and we'll resend your waybill information.
What if my bag gets lost during shipping?
All returns are tracked through the Pargo system. If there's a shipping issue, we'll work with Pargo to trace your package. Don't worry - you won't be penalized for shipping problems outside your control.
Program Details
Is this program available nationwide?
Yes
Will this program continue after the pilot?
We're evaluating the pilot's success to determine if and how to expand the program. Your participation and feedback help us make this decision.
How can I provide feedback about the program?
We welcome your feedback! You can reply to any of our program emails, contact us through our website, or use the WhatsApp number provided in your confirmation materials.
Is my personal information safe?
Yes, we handle all personal information according to our privacy policy and South African data protection regulations. Your information is only used for this program and our existing customer relationship.
Contact & Support
Who can I contact if I have questions?
Our customer service team is available to help with any questions about the program. Contact details are provided in your confirmation email, or reach out through our website contact form.
What if I change my mind after signing up?
You can withdraw from the program at any time before dropping off your bag. Simply contact our customer service team, and we'll remove you from the program.
I'm having technical issues with the website/emails. Who can help?
Our technical support team can help with any website or email issues. Use the contact information provided in your program emails or our website support section.
Can I participate again if you run another pilot?
Participation in this pilot doesn't exclude you from future programs, but each program will have its own eligibility criteria and selection process.