FAQ
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Do you have any stores close to my location?
We currently have stores in all provinces in South Africa as well as a few stores in Namibia.
Please Visit our Store Locator page here to find a store nearest to you.
How secure is the Shoe City website?
We believe that online shopping should be as secure as shopping in a store.
Payments made via the website are encrypted, and are carried out by external and secure payment agencies Peach Payments.
We do not have access to any of your details relating to debit or credit cards or other banking information.
We respect your privacy and assure you that we only share your information if you have given us permission to do so.
We do reserve the right to disclose information in certain circumstances, as is clearly set out in our Privacy Policy.
Please read the Policy and feel free to Contact Us if you have questions.
Do I have to create an account and what are the benefits if I do?
You can browse our site and even select products for your shopping basket without creating an account, however,
once you are ready to make a purchase you will need to register an account before you can do so.
Once you've created an account, shopping with us will be an easy process and you will benefit from:
Fast and easy checkout.
Storage of your various delivery addresses.
Tracking your order.
Looking at past orders.
How do the legal terms and conditions affect me?
The Terms and Conditions on our website apply to each person who registers an account with us, and to every order and purchase that is made via our website.
It's therefore important that you read and understand the Terms and Conditions before you purchase and if you have any queries about them please Contact Us.
If I register will I automatically get marketing emails from you?
We will only send you emails and our newsletter if you choose this option when you registered your account with us.
We won't pass your details onto anyone else.
If you have opted to receive emails and our newsletter and you change your mind, you can remove yourself from our mailing list whenever you like.
What if I forget my password?
Don't worry... Simply follow the "Forgot your password?" link when trying to log in.
We will send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
Why can't I sign into my account?
If you're having trouble signing in please make sure you are using the same email address and password that you used when first registering with us, and that you have entered the address and password correctly.
If you have forgotten your password, simply follow the "Forgot your password?" link when trying to log in.
We will then send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
Do you deliver to my country?
At present we only offer delivery in South Africa.
Where can I find information about Shoe City sizing?
Every style has a size guide associated with it.
You will find the measurements and sizes when clicking "size guide" while viewing a specific product
How do I remove my email address from your mailing list?
You can remove yourself from our email mailing list by clicking on the unsubscribe link at the bottom of the email you receive from us.
What career and work experience opportunities does Shoe City offer?
Visit our dedicated Careers page here.
Will I receive the same product that I see in the photo?
Yes, except in the case of products which are handcrafted in which there may be slight and unique differences between the photographed product and the one you receive.
We do our best to make sure that the products are presented as accurately as possible in the photos on our website, but please remember that minor variations may be caused by certain conditions, such as the equipment used to view the website.
Payments
What payment types do you take?
We currently accept all credit card & debit cards, Instant EFT and mobicred via our payment provider Peach Payments.
Mobicred is an online revolving credit facility that allows you to shop on the Shoe City and repay the amount in monthly instalments.
The displayed monthly payment amount is indicative monhtly pricing for 12 months at 18.25% interest per annum including a monthly fee,
but excludes a once-off account initiation fee.
Please note the interest rate is subject to change.
NCRCP38/FSP 44481.
Will I be charged VAT/GST?
The prices shown on our website are inclusive of the sales tax of the relevant region. (Where applicable)
At what stage is payment taken from my card?
We will always obtain bank authorisation for the charge to your debit/credit card once you place an order with us.
Your card will be charged before we despatch your ordered products.
You will immediately receive an email from us to confirm which products have been purchased and the exact amount being charged to your card.
When will I know that my order was successful?
Once payment has been successful, you will receive a system-generated e-mail confirming your order details and that the order was successfully processed.
Please note that the order confirmation e-mail is only a confirmation that your payment has been accepted.
You will receive a second system-generated e-mail confirming that your order has been despatched, once your products have been picked, packed and have left our warehouse.
Why hasn't my card payment been successful?
We are not always able to specify why card payments have not cleared.
The card payment process involves both our systems and your bank.
If a card payment fails, please double check that you have entered all the card details correctly and that you are using a card which has not expired.
If the payment continues to fail then please try an alternative card for payment.
Why has my card payment been declined?
We are not always able to specify why card payments have been declined.
The card payment process involves both our systems and your bank, and there are various circumstances under which a card payment may be declined.
If your payment is declined and you do not know the reason for this, please contact your bank with your query.
You may wish to try an alternative card for payment.
Shopping
Can I shop if I don't have a credit card?
Yes, we also allow payment via EFT.
However if you don't have your own credit card and cannot do an EFT payment, or if you are under the legal contracting age,
you will need to ask a family member or friend to help you by shopping on your behalf.
They will need to register an account in their own name, and submit their card details for payment, but they can select your address for delivery,
if different to their account address details, and agree that you accept delivery of the order.
When will I receive confirmation that my order is on its way to me?
Once your order has been picked, packed and has left our warehouse you will receive a system-generated email which lets you know that your order is on its way to you.
I've made a mistake with my order, can I change it?
Unfortunately, once the payment is complete you can no longer change or cancel your order.
Don't worry though, you can easily return any unwanted products to us for a refund either in-store or online.
I've just confirmed my order, Can I add more products to it?
Unfortunately, once the payment has completed you can no longer add more products to this order.
You will need to place a new order to purchase additional products.
Can I cancel my order?
Unfortunately, once the payment is complete you can no longer change or cancel your order.
However, you can easily return any unwanted products to us for a refund.
Can I place my order over the phone?
Unfortunately we do not offer this service, and all orders must be placed via the Shoe City website.
What do I do if there's a problem with the delivery of my order?
If you have a problem with the delivery of your order please contact our Customer Service Team who will be able to help you.
I have received a faulty product?
We want all our customers to receive top quality products, so if you think there is a fault with a product you have received you can return it to us for an assessment.
If any product fails to give reasonable wear - due to either defective workmanship or materials we will refund you the purchase price.
For details on how to return your faulty products please see our returns page.
I have received an incorrect product in my order?
If you have received an incorrect product in your order please let us know by contacting our Customer Service Team.
Please also remember to include your order number within your message as this will help us to quickly identify your order.
A product is missing from my order?
If a product is missing from your order please let us know by contacting our Customer Service Team.
Please also remember to include your order number within your message as this will help us to quickly identify your order.
How will I know my when my order has been dispatched?
Once your order has been dispatched from our warehouse, you'll be sent an email advising you that it's on its way.
How can I track my order?
We are currently using Dawn Wing. To track your order please click on the link above and enter in your tracking number that can be found on the
order confirmation email that was mailed to you.
Alternatively please contact our customer service team and they will be able to help you track your order.
The status of my parcel says delivered but I haven't received it?
Please contact our Customer Service Team for us to check with the courier and quote your order number in any correspondence.
Promotional
What discounts do you offer?
We frequently offer our customers discount promotions and special offers, so it is worth keeping an eye on our website for up to date details on these special events.
Where do I enter my Promotion / Discount code?
When placing an order with Shoe City,
select the products you wish to purchase and enter your promotion/discount code (when applicable) within the Discount code box on the checkout screen
Can I enter more than one Promotional / Discount code?
At present, you may only enter one Promotional / Discount code per order.
Why doesn't my Promotion / Discount code work?
This can be for a number of reasons:
- Your promotion / discount code may have expired. (Please check the validity dates of the code you are trying to enter.)
- You may have entered the incorrect promotion / discount code. (Please check that you have entered the correct code.)
- You may not have spent the minimum required to activate the promotion. (Please check the promotion terms and conditions to see if your order qualifies).
- Your promotion / discount code may not be eligible for use during a Sale Promotion.
How many times can I use the same promotion code?
This will differ depending on the specific promotions.
I forgot to add my promotional code before I confirmed my order. Can the discount still be applied?
Unfortunately, it is not possible to apply the discount after you have placed your order.
Please check that the discount has been applied BEFORE you click "PROCEED".
General FAQ
Free delivery?
We do offer a free delivery service for purchasesover R450 on SA orders only.
Please visit the Delivery & Returns Policy page to view a list of Rates depending on your region.
Can my order be delivered to an alternative address?
Yes by creating an account with us you can save multiple delivery addresses in your account.
We are however unable to deliver to certain addresses, including Post Office Boxes, Hospitals, Airports, and Prisons.
Do you deliver to P.O. Box addresses?
We are unable to deliver to Post Office Boxes as a signature of receipt is required.
Will I need to sign for my delivery and what if I'm not home when my order arrives?
The delivery agent will need a signature as proof of receipt.
If you're not around when your order is delivered then the delivery company will return your order to our warehouse and we will make arrangements to deliver again.
Please be aware that you may be charged for delivery for a second or subsequent delivery attempt.
Remember that you can select a delivery address that is different to your address on the account registration form
- it may be easier for delivery to take place at your work address rather than your home address, as we do not deliver after normal working hours.
I haven't received my order, what should I do?
If your order is not received after 8 days and seems to be missing please contact our Customer Service Team.
Please remember to include your order number within your message as this will help us speed up the search for your parcel.
Can I Exchange an Item?
Yes, you can exchange an item at your nearest store.
Can I Return an Item?
We hope you love every purchase you make with Shoe City.
However, if you ever need to return a product you can do so within 30 days of receipt either at your nearest store or online.
Simply follow the process below:
When processing an online return please ensure all products remain in their original condition and packaging.
1. Click returns located at the footer of the website.
2. Enter the email address used to purchase the original order as well as the order number.
3. Please be sure to include the # symbol when entering your Order number.
4. Follow the on-screen prompts
Please note that it may take up to 7 working days for a return to be processed once we have received your parcel.
For reasons of health and hygiene we cannot offer refunds on pierced jewellery, underwear, socks and swimwear.
How do I access my online purchase invoice?
NB: You will need to have registered an online profile in order to access your order history & invoice. If you checked out as guest you must create an online profile/account with the same email address you used to check out with and your order will be loaded to your profile
Once you’ve registered your profile, click on the profile icon & navigate through all your orders to find your order number & details.
Click on View and it will load your order number.
You can either print one for the store staff or you can show them your device in-store as proof of purchase and payment.
How long do I have to return an item?
If you ever need to return a product you can do so within 30 days of receipt.
You will be entitled to a refund if the product has not been worn or damaged, and is returned in its original condition, with the original packaging.
Please see the delivery & returns policy.
I've returned certain items, how will I be refunded?
Once we have received and processed your returned item(s), and if a refund is approved,
our Customer Service Team will get in touch with you to get the account details that you would like the monies refunded to.
Please allow up to 14 working days for the amount to appear on your payment card,
and if after this time you have not received your refund please contact our Customer Service Team and we will investigate further.
Can I Lay Buy items at Shoe City?
Yes, Lay Buys are only available in stores.
The lay buy is valid for 3 months and you are required to pay a15% depositwhen taking out your lay buy.
Please note lay buys are only available in-stores & not online.
Find your nearest Shoe City store here.
Does Shoe City have an account card?
Yes we do, you can apply for an in-store credit card here. Please note that you can only use your card in-stores and not online
Can I use my Account Card online?
Yes, you can use your Shoe City, Refinery, Dunns, Tekkie Town, Ackermans and PEP card to pay online.
Please follow the peach payments method, and choose A+ when selecting the card option..
I received a gift card/voucher in-stores, can I use it online?
Unfortunately not. You can only use your gift card and vouchers that you received, in the stores.
Can I return an item online if I purchased it in-stores?
Unfortunately not. You will not be able to return an item online if you purchased it in-stores.
How do returns work in-store?
We can refund you on your credit card or issue you a store voucher or cash.
We cannot refund you on a debit card.
Technical
I am having problems accessing or buying from the website?
We do apologize for the inconvenience ... If you are having problems with accessing the site then please get in touch with our Customer Service
Team who will be able to help you.
To help us solve the problem, please include as much information as possible about the difficulties you are experiencing.
I am having problems accessing or buying from the website?
We do apologize for the inconvenience ... If you are having problems with accessing the site then please get in touch with our Customer Service
Team who will be able to help you.
To help us solve the problem, please include as much information as possible about the difficulties you are experiencing.
Why can't I view some of the images on the website?
We do apologize for the inconvenience... If you are having problems viewing the images on the site then please get in touch with our Customer Service Team,
via live chat, who will be able to assist you.
Alternately you can contact us via the contact form.
I can't sign into my account?
If you are having trouble signing in to your account, please make sure you are using the same email address and password that you used when you registered with us.
If the problem persists please get in touch with our Customer Service Team, via live chat, who will be able to assist you.
Alternately you can contact us via the contact form.
Do you have an iPhone, iPad or Android app?
Not at present.
However, our website is fully Mobile responsive and will work on most mobile devices.
