Frequently Asked Questions

        Registering with ISHOPONLINESA:

 

To register as a user, click on Sign In at the top of the ISHOPONLINESA website and create an account. We’ll need some personal information, and you are required to enter all the relevant information, as well as to create a user name and password.

 

  1.        Buying something from ISHOPONLINESA:

 

Once you have registered and logged in, you can either shop by entering a keyword or by searching by brand and/or category.

 

2.1. Add to cart

 

Once you have found the products you want to buy, click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can also delete products from your cart. You can access the contents of your shopping cart at any time by clicking on the cart button on the ISHOPONLINESA website when you are logged in.

 

      3. Checking out:

 

3.1. Go to your shopping cart and click on the ‘Checkout’ button;

3.2. Log in or register, if you are not already logged in;

3.3. Select your delivery address or create a new delivery address;

3.4. Select your payment method, insert any voucher details if applicable, and click on the ‘Proceed‘ button on the page;

3.5. Choose your payment method and follow the steps to complete payment, then click on ‘Pay Now‘ to complete the order;

3.6. An order summary will now be displayed.

 

  1.        Payment options:

 

Payment can be made via the following channels:

4.1.Mobicred;

4.2.Instant EFT;

4.3.Debit and Credit card;

4.4.PayPal;

4.5.MasterPass;

4.6.ISHOPONLINESA Vouchers;

4.7.Snapscan; and

4.8.Zapper

 

Card transactions will be acquired for ISHOPONLINESA via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. DPO PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.

 

Customer details will be stored by ISHOPONLINESA separately from card details, which are entered by the customer on DPO PayGate’s secure site. For more detail please go to www,paygate.co.za.

 

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).

 

  1.        Exchanges & Returns:

 

Please ensure you pack the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.

 

5.1.If you have changed your mind about a product you bought from us, you can return it to us at no charge, provided that:

 

  •          you request a return within 30 days of receiving your order (after 30 days, you can only return a product if it is defective);
  •          it is undamaged and unused, with the original labels and stickers still attached;
  •          it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
  •          it is not missing any accessories or parts;
  •          it is not one of these products:

-          a digital product such as an electronic voucher, gaming code or other digital download;

-          an audio or video recording or computer software that has been unsealed;

-          a product which has been personalised for you or made to your specifications.

  •          If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

 

-          credit your account with the purchase price of the product or;

-          refund you with the purchase price of the product.

 

5.2.Clothing and sportswear products can be exchanged for a different size or colour variation, if available. If you want to exchange your item for a different size or colour, you can return it to us at no charge, provided that:

 

  •          you request a return within 30 days of receiving your original order (after 30 days, you can only return a product if it is defective)
  •          it is undamaged and unused, with the original labels and stickers still attached;
  •          it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
  •          it is not missing any accessories or parts;
  •          If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

 

-          deliver the correct product to you (if the correct product is available) or;

-          credit your account with the purchase price of the product or;

-          refund you with the purchase price of the product.

 

If you want to exchange a qualifying product for a different size or colour, simply return the original product within 30 days of delivery for a free exchange.

 

5.3.To request an exchange, please get in touch with us via phone or email.

 

We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product.

 

If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange.

 

5.4. If your product stops working (within 8 months of delivery)

 

If you notify us of a defect or poor quality within our general warranty period (within 8 months of receiving your order), you can return it to us at no charge. A ‘defect’ is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will not be regarded as a defect:

 

  •          faults resulting from normal wear and tear;
  •          damage from negligence, user abuse or incorrect use of the product;
  •          damage from electrical surges or sea air corrosion;
  •          damage from a failure to adequately care for the product;
  •          damage from unauthorised alterations to the product;
  •          where the specifications of a product do not suit you, although accurately described by ISHOPONLINESA and generally fit for its intended purpose;
  •          signs of handling and/or repackaging.
  •          If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

 

-          deliver the correct product to you (if the correct product is available) or;

-          credit your account with the purchase price of the product or;

-          refund you with the purchase price of the product.

 

5.5.If you received a damaged product

 

If you notify us within 7 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

 

-          replace the correct product to you (if the correct product is available) or;

-          credit your account with the purchase price of the product or;

-          refund you with the purchase price of the product.

 

5.6.Returning a sale product

 

If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.

 

Credits reflect in your ISHOPONLINESA account within 24 hours, but refunds may take a further 2-3 business days to reflect in your bank account.

 

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

 

  •          you request a return within 30 days of receiving your order (after 30 days, you can only return a product if it is defective);
  •          it is undamaged and unused, with the original labels and stickers still attached;
  •          it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
  •          it is not missing any accessories or parts;
  •          it is not one of these products:

-          a digital product such as an electronic voucher, gaming code or other digital download;

-          an audio or video recording or computer software that has been unsealed;

-          a product which has been personalised for you or made to your specifications.

  •          If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

 

-          deliver the correct product to you (if the correct product is available) or;

-          credit your account with the purchase price of the product or;

-          refund you with the purchase price of the product.

 

5.7.Cancellation of orders

 

Orders can be cancelled prior to when you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

 

Let us know asap if you want to cancel an order. If the order has not yet been paid for, it can simply be cancelled. If it has been paid for, you have the option of a credit or a full refund.

 

  1.        Shipping and Delivery:

 

6.1.We can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email;

6.2.Our courier partner is Fastway Couriers, and your delivery costs (if any) will be made visible to you at checkout;

6.3.You will receive your order’s delivery tracking number once it has been dispatched;

6.4.Orders will be delivered within 4 to 7 business days from date of payment;

6.5.ISHOPONLINESA offers Free Delivery on all orders greater than R300, anywhere is South Africa;

6.6.If you received an incomplete delivery you can notify us, and we will be in touch with you to assist;

6.7.When your order has been dispatched for delivery, we will let you know;

 

6.8.Your order will only be dispatched once your payment has been authorized and funds have been received by us;

6.9.Business days are Mondays to Fridays, excluding public holidays;

6.10.                     If you have ordered a product on the website that is out of stock, we will let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

 

6.11.                     If there is a delay in delivering your order, for any reason, we will get in touch with you straight away.

 

  1.        General Warranty:

 

If you have received a product which is defective, please notify us as soon as possible within 8 months after delivery of the product.

 

  1.        Extended Supplier Warranty:

 

A product may have a supplier warranty that extends beyond our 8 month General Warranty. If such a product becomes defective after 8 months from delivery, please notify us as soon as possible within the extended supplier warranty period after delivery of the product.

 

Any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a leaflet inside or on the product packaging. Please make yourself aware of any such terms and conditions, and keep the warranty leaflet in a safe place.

 

It will be at the supplier’s or manufacturer’s discretion what remedy it can offer you. ISHOPONLINESA is under no obligation to provide you with a credit, repair, or replacement, as your remedy lies with the supplier or manufacturer.

 

  1.        Direct Warranty:

 

A direct warranty product is when the relevant manufacturer will manage defective returns directly with the customer, and not through ISHOPONLINESA.

 

If a direct warranty product is defective or is of poor quality, please notify the relevant manufacturer directly and they will assist you further. If you have any difficulty, please let us know and we will be happy to assist if possible.

 

  1.     Gift Vouchers:

 

If you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.