FAQ’s
MY ACCOUNT
I CAN’T LOG IN TO MY ACCOUNT
Check that you’re entering the email and password correctly.
We recommend that you delete your cache and cookies on the device you are using to access your account.
If the problem continues, get in contact with our Customer Service department at onlinestore@selfast.co.za
HOW DO I RECOVER MY PASSWORD?
Click on “Forgot your password?” before starting a session, enter your email address and we will send you a message with instructions on how to reset it.
If you do not receive the reset password message, get in contact with our Customer Service department at onlinestore@selfast.co.za
PRODUCT & STOCK
WILL OUT-OF-STOCK ITEMS BE AVAILABLE AGAIN?
We can't currently guarantee the availability of out-of-stock items, but we encourage you to keep visiting our website to keep an eye out for future replacements.
PRODUCT COMPOSITION AND CARE
You can find product composition and care details on our website by accessing the item you are interested in and choosing the option composition and care.
PAYMENT
WHY HAS MY PAYMENT BEEN REJECTED?
Check that you’ve entered your card details correctly: expiry date, cardholder name and security code (CVV) found on the back of the card. Don’t forget that your bank may ask for additional authentication when you make your payment. If your payment is still rejected, we suggest getting in touch with your bank to see if there's a problem.
WHAT SHOULD I DO IF A DOUBLE PAYMENT APPEARS FOR MY ORDER?
It may be that one of the transactions you are seeing in your account is really a reservation for the amount of the order and not the charge itself. Some banks may show both a pre-authorisation and the actual, subsequent charge. This amount will be automatically released. If this does not happen, we recommend that you get in touch with your bank to expedite the release of the pre-authorisation amount.
IT WON'T LET ME FINALISE THE PAYMENT
We suggest you delete your cache and cookies and enter all your details again manually, as well as the bank card details that you’ll be using to pay for your purchase. Your bank may ask you for additional two-factor authentication and you will need to accept it.
If you still can’t finalise payment, get in contact with our Customer Service team at onlinestore@selfast.co.za
WHAT DELIVERY METHODS ARE AVAILABLE?
At selfast.co.za you have the following delivery options available:
1. Free delivery for goods purchased over R500
2. Standard delivery (3-5 working days) R85.00
4. Click + Collect (5-7 working days) - Free
Estimated delivery times excludes weekends and public holidays. Orders placed to outlying areas may incur additional delays.
WHERE IS MY ORDER?
You can also check it in the ORDER TRACKING email, which you will receive once your order is with the courier. With the link we’ll provide you in the email, you’ll be able to access the platform of the courier who will be delivering your order and check its status.
HOW CAN I CHANGE MY DELIVERY ADDRESS?
Once your order has been made, we can no longer modify your delivery details.
WHAT HAPPENS IF I'M NOT AT HOME WHEN THE ORDER IS DELIVERED?
If you're out when the order is delivered, the courier will schedule a second attempt. You can also call the carrier directly and give them the order tracking number to arrange a delivery date or manage it through their platform.
ISSUES WITH YOUR ORDER
The quickest way to resolve your issue is to go to any of our brick and mortar stores nationwide. You can also get in contact with our Customer Service team at onlinestore@selfast.co.za. Please keep your order number on hand when escalating your query.
THE ORDER I'VE RECEIVED IS INCOMPLETE.
Please get in contact with our Customer Service team at onlinestore@selfast.co.za. Please keep your order number on hand when escalating your query.
I'VE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?
Should you receive an item with a factory fault , you will be requested to take a picture of the item and contact our Customer Service team regarding the return, replacement or refund of the item.
What if I order something that is out of stock?
You will only be able to order merchandise that is in-stock. If your size is not available, then you will not be able to select that size. However, if we find an item is in stock but not suitable for sale, for reasons beyond our control, we will remove it from your bag and ship the order excluding that item and refund the value of the removed item. Should you have an item in your bag that was in stock but subsequently is out of stock, you will be prompted to remove the out of stock items before proceeding to check out.
I'VE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?
Should you receive an item with a factory fault , you will be requested to take a picture of the item and contact our Customer Service team regarding the return, replacement or refund of the item.
EXCHANGES AND RETURNS
To make any returns or exchanges, you have 30 days from the date of delivery of your order.
We only replace items if they are defective or damaged.
exchanges
exchanges
At a selfast store – free
Via courier – at your own cost
Garments purchased at selfast.co.za can only be exchanged for a different size or colour, as long as they’re unused and in saleable condition, we have stock available in the store and it’s still at the same price.
If you would like to exchange your purchase for a different item, you must return it and complete a new order online.
For exchanges being couriered to us, please first send us an email at onlinestore@selfast.co.za for further courier details. depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you have couriered your exchange to us, you will be charged the standard courier fee as per our delivery conditions, unless your initial order spend qualified for free shipping.
CONTACT US
At a SELFAST store – FREE
Via courier - At your own cost
You can return your items as long as the following conditions are respected:
1. Garments must be unused, in a saleable condition and accompanied by their corresponding receipt. We will not accept the return of garments that have been used, washed or have no inside label.
2. Items cannot be exchanged or returned without the complete original packaging and/or seal
3. Underwear and swimwear cannot be exchanged or returned for hygiene purposes.
4. Products in packs are indivisible and cannot be returned partially or individually.
5. The item being returned is not on sale, as sale items are not eligible for return
To complete your return in store, we require a receipt or proof of purchase.
For returns being couriered to us, please first send us an email at onlinestore@selfast.co.za for further courier details.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
CONTACT US
Contact us at onlinestore@selfast.co.za for further assistance or feel free to chat with us on WhatsApp at +27 63 481 7822
