Frequently Asked Questions
We have tried to answer the most common questions below - if you can't find the information you're looking for, please Contact Us.
Ordering & Payment | Delivery, Returns & Exchanges | Gift Cards | My Account | Friends & Family
How do I track my order?
Click the Track my Order” link at the bottom of the page and enter your order number and email address to track your order.
I cannot add the item I want to my cart?
Select a colour and size, then click “add to cart”. If the item is out of stock, relevant messaging will be displayed above the “add to cart” button.
Can I change my delivery address?
Our customer service team will do their best to assist in getting your order re-routed. Please contact them using the details or web form on our contact us page.
My item is now out of stock online. Will I still receive it?
If a product is no longer available online, your order is still in place and will be processed as per normal.
Can I change or edit my order?
Once your order has been processed it cannot be changed. Should you have any urgent queries please contact us.
Can I cancel my order?
Unfortunately orders cannot be cancelled once they’ve been processed. You will need to receive your delivery & then do a return. If you need assistance, please contact us.
Which payment options are available online?
- Credit/Debit Card
- PayJustNow
- Payflex
- Apply Pay
- Paypal
- EFT
- Discovery Miles
- Mobicred
- Gift card
How do I know my order has been placed successfully?
Once you’ve completed the checkout successfully, you will be redirected to the Order Confirmation page confirming your successful order. You will also receive an Order Confirmation email from us with a summary of your order information.
How do I use a coupon code?
Simply enter your coupon code on the Shopping Cart page. The order summary will automatically update to reflect your discount.
See Delivery Options
What is the return/exchange period?
Products may be returned for credit, exchange or refund within 60 days from date of purchase, provided that the merchandise is unused and is returned in its original box/wrapping together with a valid invoice.
If I have bought an item online, can I return it in store?
Should you wish to return an online purchase in store, all you need to do is return the item to your nearest store and present your invoice.
How do I check my gift card balance?
Click “submit” to view your balance. Click the “gift card status” link at the bottom of the page and enter the gift card number and scratch code. Click “submit” to view your balance.
How do I use a gift voucher?
Simply enter your gift card number and scratch code on the payment screen, which is on step four of the checkout.
I bought a gift card but the person I bought it for has not received it yet. What do I do?
If the gift card recipient is not able to locate their gift card email after checking their inbox and Spam folders, please Contact Us to have the gift card resent.
What to do if I’ve lost my gift card?
If your gift card was purchased online, contact us to help retrieve your gift card details.
How do I reset my password?
Click the “Forgot password” link on the login page and enter the same email address you’ve used to create your online profile . You will receive a “Reset password” email with a link to reset your password. Click the “Reset password” link in the email you’ve received and enter a new password.
Why am I not receiving my reset password email?
Make sure you’re using the same email address you’ve used to create your online profile. If you’re still not receiving the “Reset password” email, please contact us any of the available channels.
How do I change my personal information or email address?
You may update your personal information by logging into your profile using your email address and password and accessing the “My account” in the top right hand corner of the website.
How do I join Friends & Family Rewards?
Simply complete the online registration form and tick the box for Friends & Family, or update your profile if you already have an online account.
You can also join in any of our 300 stores in South Africa - our friendly store staff will assist you at the tills to capture your information OR direct you to an easy-to-use electronic form that you can access via a QR code in store.
How do Friends & Family Rewards & Vouchers work?
- Earn 1 (one) point for every R20 spent on all online and/or in-store purchases.
- For every 100 (one hundred) points you accumulate, you will automatically receive a R100 off R200 discount voucher linked to your profile.
Why can I not earn points on in-store purchases in Namibia or Botswana?
Currently Friends & Family Rewards Points are only applicable on purchases made in South Africa; in store and/or online. We are working on launching Friends & Family Rewards in all territories by the end of 2023. Watch this space!
How will I get vouchers?
You will receive Friends & Family Rewards vouchers linked to the points you earn every time you shop. Plus, from time to time, we will surprise members will vouchers that we believe will be relevant to you.
Where can I see my latest points balance & vouchers?
Your latest point balance will reflect on your online profile. Note that it may take up to 24 hours for your latest point balance to reflect after purchase. Log in to check your points balance, active vouchers, and expiry dates.
How do I redeem my vouchers?
Voucher redemption is easier than ever! You can redeem vouchers in-store and online, here is what to expect:
- Online – During checkout, all your available vouchers will be displayed and you can easily apply them to your cart.
- In-store - Give our sales team your mobile number when you are ready to pay. Any vouchers you have linked to your account that are applicable will be applied when you pay.
Why can't I apply my voucher?
The following criteria applies when redeeming a voucher:
- A minimum spend value of R200 must be met for every R100 voucher redeemed.
- A maximum of 5 (five) vouchers may be used in a single purchase, with a spend threshold of R200 or more for every voucher used.
- Friends & Family Rewards Vouchers cannot be used together in the same transaction.
Do my Friends & Family Rewards Vouchers expire?
Once a voucher is created, it is valid for a period of 3 months (90 days) from the date of issue.
Log in to check your active vouchers and expiry dates.