Return & Exchanges Policy

RETURNING SOMETHING?:)

TSL will gladly accept returns of items purchased on our website or items purchased from our store. Items must be in their original condition (and in original undamaged packaging) and must not be worn, used, altered or washed.

A return or exchange needs to be logged within 14 days of receipt of purchase (this is applicable to pre-orders too).
Once logged we strive to complete the process and transactions within 7 working days.
If the order total was less than R5000, we’ll credit your original form of payment EXCLUDING the shipping cost (shipping costs are non-refundable).

If the purchase is a gift and you wish to extend the return period slightly, please let us know upon purchase and we will make a special note on your receipt - we are flexible in this regard 🙂

HOW TO REQUEST A RETURN/EXCHANGE:

SOUTH AFRICAN ORDERS:

Exchanges on In-Stock Items:

Exchanges are available for customers in SA within 14 days of receipt of purchase. Customers are allowed one exchange per order. All shipping charges will be covered by That Shoe Lady on orders over R5,000. Exchanges on sale items: customer to pay shipping fees.

Returns for a Refund or Store Credit:

• Exchanges are available within 14 days of receipt of purchase.
• Please note that we do NOT offer refunds on sale items - store credit only - we will email you with a voucher that will be able to be used online or in-store - this voucher will be valid for 36 months 🙂 Size exchanges are eligible on sale items, but the courier cost will be for the customer’s account.
• You may opt to return your order via courier or by dropping it off at our store in Cape Town.
• For website orders: In order to obtain a purchase price refund, please provide a collection address for TSL and we will arrange for a courier to collect your product(s) (at TSL’s cost, for orders over R5,000). Should you choose to return your item to one of our stores, please be advised that this will still need to be processed and cleared through our online team, however you may log the return in-store and allow for a minimum of 48hrs to receive feedback via WhatsApp or email.
• Should you opt for a refund, you will be refunded via your original payment method - please scroll down to view more details on refund methods.
• Should you opt for store credit, we will email you with a voucher that will be able to be used online or in-store - this voucher will be valid for 36 months 🙂

 Special-Order / Pre-Order Returns & Exchanges

TSL will happily refund/exchange pre-orders if the return/exchange is logged within 14 days of receipt of purchase. 

(*Pre-order: an item that is available to order from our online shop, to arrive at a later date) 

(*Special Order – a style from one of our brands, ordered on special request for a customer that we currently do NOT offer in stock at the moment and is NOT on the online shop). 

 

INTERNATIONAL ORDERS:

Regrettably, we currently DO NOT offer returns or exchanges on international orders.

Other T’s & C’s:

If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging or try the product on at all. Please promptly contact TSL at customercare@thatshoelady.com, so that we can resolve the mistake by arranging to: 

• collect such product from you,
• receive the product back in good condition,
• and consequently deliver the correct product to you as quickly as possible.
  
  Items may be exchanged for new stock: (within 14 days of receipt of purchase) that was previously not on the website at time of original purchase, but all additional shipping costs are to be paid by the customer.
  
  Cancellation of Orders: Orders may NOT be cancelled, but should be received first and then a return may be logged, as per the method above (this applies to In-Stock Orders & Pre-Orders/Special-Orders)
  
  Editing/Amending of Orders: Orders are eligible to be edited/amended BEFORE we ship the item (this applies to In-Stock Orders & Pre-Orders/Special-Orders)
  
  Stock shortages:  If the product that you ordered is:
  
  
• temporarily unavailable, we will notify you thereof as well as the anticipated delay in delivery and, unless you agree to wait for such longer period for delivery, or accept delivery of another product instead or a credit on your TSL account, we will issue a refund in respect of that product to you;
• permanently unavailable, we will notify you and, unless you agree to accept another product instead or a credit on your TSL account, we will issue a refund in respect of that product to you.
  
  Defective Products: If within one month after delivery of a product to you, you find that the product is defective, please contact us and we will find a reasonable solution for you to:

• be fully refunded (only if the item is now sold out), or
• have the product repaired or replaced at That Shoe Lady‘s expense (the decision between repairing or replacing being that of That Shoe Lady‘s and in this regard you acknowledge that Sale/ On Special products will usually only be able to be repaired), or
• replaced with the same item, if in stock.

If our quality checking team finds the item NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to www.thatshoelady.com and then re-delivered to you.
      Exclusions:

  You may not under any circumstances return the following:

• Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorized by That Shoe Lady.
• Products that are not returned in exactly the same condition as they were received in are not eligible for a refund.
• For hygiene reasons no refunds or exchanges will be given on hosiery and socks, except where defective.

We reserve the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. We will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.

The above terms and conditions are subject to change at discretion of management, in lieu of misuse or abuse.

REFUND METHODS:

• Original payment by debit card in store (Yoco) – refund via Yoco - the refund can be done online via the Yoco App and the original card will not be needed - funds will be reversed back into your account within a few working days.
  
  
• Original payment through www.thatshoelady.com – refund by Payfast, Paystack, Payflex or Pay Just Now depending on original payment method. Sometimes we require your banking details to process the refund - we will request this information from you should we need it 🙂 Funds may take up to 10 working days to reflect back into your account.
  
  
• Original payment through PayPal - refund via PayPal or EFT. Funds may take up to 10 working days to reflect back into your account.
  
  
• Original payment by gift voucher/credit – credit back onto the gift voucher - the expiry date will remain the same as the original gift card (valid for 36 months from original date of purchase)