Frequently Asked Questions
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 sign up for Friends & Family Rewards?
Signing up is quick, easy, and free! You’re welcome to join us at any of our stores across South Africa, or enjoy the convenience of signing up online through any of our websites.
How do I earn points?
You’ll earn points every time you shop in-store or online. Simply provide your mobile number at checkout in-store, or log in to your account when shopping online.
How do Points & Vouchers work?
You’ll earn 1 point for every R20 spent on qualifying purchases, whether in-store or online. Once you reach 100 points, you’ll receive a R100 voucher - giving you 5% back on your spend in the form of a voucher.
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.
How will I get vouchers?
Vouchers are automatically generated and linked to your profile once you’ve earned enough points. You’ll be able to use them in-store or online the next time you shop.
How do I redeem my vouchers?
To redeem Friends & Family vouchers, a minimum spend of R200 per R100 voucher is required, and a maximum of five vouchers can be used for orders greater than R1000.
Redeeming your vouchers is simple:
- In-store: Share your mobile number at checkout. Any eligible vouchers linked to your account will be applied automatically.
- Online: When checking out, any active vouchers will be shown. Just select the voucher you'd like to use and it will be applied to your cart.
Do my Friends & Family Rewards Points expire?
Yes, points expire after 12 months of inactivity on your profile.
Do my Friends & Family Rewards Vouchers expire?
Yes, vouchers are valid for 3 months (90 days) from the date of issue.
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.
Can I use my Friends & Family Rewards Voucher on promotional deals or discounted merchandise?
Yes, loyalty vouchers can be used on marked down merchandise, provided the minimum spend threshold per voucher of R200 is reached after any promotions and / or discounts are applied.
Promo codes can also be used together with vouchers, but restrictions may apply, and the calculation that gives the most favourable outcome for the customer will be applied.
How do I Opt out of Friends & Family Rewards ?
If you'd like to reduce the amount of communication you receive, you can update your preferences at any time, by clicking here or via the link included in our emails
To fully opt out of the Friends & Family Rewards program, please email our Customer Service team with the subject line UNSUBSCRIBE. Make sure to email us from the same address linked to your rewards profile. Please allow up to 7 days for processing.
Opting out will:
- Stop you from earning 5% back in rewards on your purchases.
- Remove access to exclusive benefits and member offers
- Deactivate your online profile - you’ll need to check out as a guest when shopping online