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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.

Store Queries

Are stores open? 

All our South African stores are now open, in strict accordance of government regulations. Our Namibia and Botswana stores will be opening in the coming days.

What safety measures are in place? 

Our teams have been briefed to ensure the safety of our customers and our team. We are in strict accordance with the government regulations. Hygiene protocols that have been put in place, include: 

  • Staff will maintain social distance from customers. 
  • Stores will be disinfected before work begins, regularly during the working period and after work ends. Hand sanitizers are being rolled out at store entrances. 
  • All staff will be wearing face masks. 
  • All customers will also be required to wear masks before entering the stores. 
  • Staff will be using hand disinfectant and practicing regular hand washing. 
  • Speedpoints and other touch points will be disinfected after each customer. 
  • We will be offering contactless payment options via EFT. 
  • For online customers, our delivery partners will follow the strictest protocols for contactless delivery. 

Will Poetry be selling winter clothing? 

Only winter goods are available in our physical stores. All products are available for delivery from our online store.

Orders & Deliveries

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.

When will you deliver my order? 

We have commenced shipping all orders for winter essentials from 1st May – including home and in-store Click & Collect deliveries. Please bear with us as we work through the backlog from lock-down. Our teams are working around the clock to get your orders to you as soon as possible, while we maintain strict social distancing in all our facilities. The delivery delay of four weeks applies only to new orders. 

How are you prioritising deliveries?

The delivery delay of four weeks applies only to new orders. Existing orders will be sent out as soon as possible, and we are working to prioritise those which were received earliest, as well as masks. 

My item is now out of stock online. Will I still receive it? 

If any product is out of stock, it is automatically removed from the website. All orders are still in place and will be processed as normal. 


How do I place an order for a mask? 

Masks will be available to shop online (click here) from Friday 1st May, while stocks last.All our stores will be receiving stock over the coming days. We recognise the high demand for these items and will continue to manufacture and replenish stock as quickly as possible. 

Which stores have stock?

All our stores will be receiving stock over the coming days. Please call your nearest store to confirm availability.

How do I apply to produce masks for you?

To ramp up our production we are working with selected small CMT operators in the Western Cape. We will be relying on our existing network of suppliers to carry out this operation. 

General Queries

Will you be restocking sizes online?  

The sizes we have currently on the website are the ones we have available for purchase at the moment. We are working as quickly as possible to restock some of your favourite items, but this may not always be possible. 

How do I make payment on my RCS account? 

You can visit any of our stores. If you aren’t able to visit a store, we suggest you make use of one of the online payment options. More information about payment options available for RCS can be found on our Store Card page. Should you continue experiencing issues, please contact RCS on 0861 729 727 or [email protected] and an agent will gladly assist you in resolving your issue.

What will happen regarding Lay-bys? 

You can visit any of our stores. The Lay-by periods will be extended to factor in the lock-down period.  

Can I pay with my Store Card account online? 

You can purchase items on our online store using any of the following methods: 

  • Credit/Debit Card
  • EFT
  • eBucks
  • Discovery Miles
  • Mobicred