FAQ's
SHOPPING
How do I know the items I buy from The Store are in good condition? We’re about quality as much as we’re about style, so everything from The Store is hand selected based on the items quality. Many items are brand new with tags still on. Some have been worn but are still in excellent condition and like new, and some have been well-worn and well-loved but still have plenty of life left. Where we list previously well-loved items with visible signs of wear, we’ll describe and photograph the items so you know exactly what condition they’re in.
How does The Store price their items? We do alot of research on the market value of the items and price the item based on the quality and brand. In many cases, especially with items purchased overseas in foreign currency, we sell them for much less than the original price. And in cases where we cannot find the exact item, we estimate it based on the price of similar current items.
How often do you add new items? All the time! We receive new 'old' items daily, so check in regularly.
SIZING
How are clothing sizes listed? You can search for clothing by size using the size filter in the left hand navigation, for example a small will fit into the S / SA32 / SA8 & UK8 category. To be as accurate as possible, especially in the case of international labels, we further describe the sizing of each garment on the product page.
Use this international clothing size conversion chart to guide you.
How are shoe sizes listed? Adult shoes are categorised in South African sizes and the European equivalent, for example a SA5 is the same as a EU38. Kids shoe sizes are described in the title.
Use this international shoe size conversion chart to guide you.
PAYMENT
What payment options do you offer? We offer PayFast, which allows you to pay with your debit or credit card, EFT (ozow), Masterpass or SnapScan. We also have Payflex, which allows you to pay in 4 interest-free instalments.
Are the items in my shopping cart reserved? No, they're not. Until payment has been received, items in your shopping cart remain available to other buyers.
What do I do with the receipt once I have paid? Once you’ve made a payment, you’ll be issued with a receipt. Keep it as proof of payment until you have received your purchases.
GIFT CARDS
The Store Gift Cards (vouchers) are not exchangeable for cash.
SHIPPING
Where do you ship to? We currently ship within South Africa only. We need a physical address and can’t deliver to a P.O. Box.
When can I expect my parcel of pre-loved goodness? Your order should arrive within 2-5 working days and once it’s been sent you’ll receive an email with a tracking number. We ship parcels on weekdays during working hours (excluding public holidays), and we do everything to make sure your parcel gets to you ASAP!
What are the delivery costs? Everyone loves a free delivery. If you spend more than R950, you will qualify for free delivery. If you spend less than R950, we charge a flat rate delivery fee of R90. If you live in Cape Town, you can choose to collect your order, free of charge, directly from us in Somerset West.
RETURNS
Can I return an item? Yes, we will pay you the full amount back in a Store voucher. We gladly accept returns, provided:
• The items are returned to us in their original condition within 10 days following fulfillment.
• Items sold as ‘never worn’ or 'brand new' are returned with the tag intact and are still new, unworn and unwashed.
You will be responsible for shipping the item back to us. Once we receive the return, you’ll be refunded the original price of the item(s) in a Store Voucher.
How do I return an item? Please use our returns centre here to arrange a return.
What address should I send my returns to? You can send your return back to us at: The Store, 74 Andres Pretorious street, Somerset West, 7130. You’ll also be sent this return address details once you’ve registered your return request in our returns centre, here.
How soon will I get my refund? The Store voucher will be issued within 48 hours of us receiving your returned item.
Can I return an item that was on sale? Sale items are non-returnable and non-refundable.
Over 10 days have passed since an item I bought shipped. Am I still able to return it? We operate a strict 10 day return policy, sorry.
Can I cancel a purchase? Yes you can. Please let us know prior to shipping otherwise we will need to charge you for shipping costs.
How can I get in touch with you? We’d love to hear from you - onlinethestore4@gmail.com