TSL Support

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?



Can I cancel my order?

You may not cancel your order after you have placed it, however, you can log a return once you have received your order, within 14 days of receipt. You may amend your order before we ship by giving us a call at 073 193 7670, or emailing us at customercare@thatshoelady.com 🙂

How does PRE-ORDER work at TSL?
How do I know if my order has gone through?

An email will be sent as confirmation that your online purchase has been placed. This acts as your receipt and includes a summary of the order, shipping address, tracking information, and return policies

How does LAY-BY work at TSL?

You can choose to split your payments over 2 or 3 months.


  • Month 1 - 30% Deposit 
  • By End Month 2 - 35%
  • By End Month 3 - 35% 



  • Month 1 - 50% Deposit
  • By End Month 2 - 50% Balance + shipping

Learn more here.

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products. You can also access them here:

  1. Dr. Martens Size Guide,
  2. POPA Size Guide,
  3. Jeffrey Campbell Size Guide.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Learn more here.

How long will it take for me to get my order?

Courier delivery usually takes 3-5 working days for major cities, and 4-7 working days for outlying areas

Can TSL deliver my order to my door?

TSL currently delivers door-to-door via courier to most postcodes within South Africa. Deliveries are made to an address of your choice, whether it be your business or residential address. However, TSL does not deliver to PO Box addresses.

How much does courier delivery cost?

A standard rate of R145

Do you offer overnight shipping?

Yes, provided the delivery address is within a major city location and is confirmed by 11h30.  This excludes Sunday deliveries.

Alternatively, you can send your own courier to collect at our store.


How does the TSL Loyalty Programme work?

You can learn more about our loyalty program, how to redeem, earn and more by clicking here.

Does TSL offer a Stretching Service?

Yes we do! At a cost of R200 we can ensure your shoes are stretched just the right amount for the perfect fit.

Get in touch

Have questions about your order, or a general enquiry?