FAQ

Product

On the product page, choose the size you want if available the shoe is also in stock (under the Add to Cart).

Adding a product to wishlist: 

  • On the product page, choose the size and colour variation you want and then select Add to wishlist
  • If you want to move items in your shopping cart to your wishlist, select Your bag, then Move all to wishlist.

Accessing your wishlist: 

  • Log in
  • Under Accounts & Orders select Wishlist
  • From here you can edit, remove from a wishlist or add a product from your wishlist to your cart.


Note: You need to be logged in to access, add to or remove products from your Wishlist.

Select the size chart on the product page and compare the recommended size with your measurements. 

If you purchase a product that does not fit, you have 30 days to return it from the date of delivery or collection to any SA store from which it originated for a refund or an exchange. See our returns policy for more information.

If out of stock you may pre order the product via our whatsapp number or IG 

Payment

We support the following payment options when shopping online:

  • Credit card
  • Debit card
  • Shelf Gift card
  • EFT via Payfast

Credit/Debit card

Using credit cards is still one of the most convenient ways to shop online. Below are the debit and accepted credit cards: 

  • VISA and Mastercard Credit card.
  • VISA and Mastercard Debit Card.

Shelf eGift card

  • You can make online purchases by redeeming eGift Cards at checkout.
  • If you are paying with your eGift Card and do not have enough available credit, you are able to pay the balance using a credit/debit card,  or EFT.
  • For order values that are smaller than the value of the eGift card, you will be issued the balance in a new eGift Card and it will be sent to your email address or cellphone number.
  • eGift Cards are valid for 1 year, upon which they will expire.
  • You can own and pay with multiple eGift cards.

EFT

This facility is made possible by Payfast using Payfast payment gateway.

Payfast is an instant electronic funds transfer (EFT) payment service that allows you to pay directly using your existing internet banking facility. Transfers are secure and payments are instant.

We do not accept any international cards at this point in time. See the question; “What payment options are there?” for accepted payment options.

You are able to split payment when paying with an eGift card and a Credit/debit Card

If you paid by Credit/Debit card we reserve the value of the order. This will appear as a pending transaction against your account. When your items are packed and invoiced we will settle the transaction and charge your account.


If you paid by EFT, the funds will be deducted from your account when you complete payment in checkout. 

If you paid by eGift card, the eGift card value is deducted against the balance when you complete payment in checkout.

Unsuccessful card transactions may arise due to varying reasons between issuing Banks, payment gateways and also may be as a result of unstable network connectivity.

When presented with a declined payment, firstly ensure that you have sufficient funds in your Bank account, attempt making a purchase again and contact your Bank should it subsequently decline. 

Common reasons include: insufficient funds, incorrect card details, daily limit exceeded. Some banks or bank accounts disable debit cards for online payments, so it's best to contact your bank to enquire further.

Yes. Your credit card information is encrypted and protected with the best electronic and administrative safeguards via our payment provider Payfast.

Payfast is a Payment Card Industry Data System Security (PCI DSS) Level 1 Certification entity and is certified with the Payment Association of South Africa as a Systems Operator and a Third Party Payment Provider.

Payfast that facilitates our Instant-EFT payments via PayU, is a Payment Card Industry Data System Security (PCI DSS) Level 1 Certification entity.

If your card transaction has failed the most probable cause is a bank decline. Our credit card provider acts as a middleman between Shelf Your Shoes and your bank to process payment. The ultimate authorisation for a credit card payment comes from your bank.

Common reasons include: insufficient funds, incorrect card details, daily limit exceeded. Some banks or bank accounts disable debit cards for online payments, so it’s best to contact your bank to enquire further.

You have 24 hours from placing the order to complete payment. We will send email reminders prior to your order being systematically cancelled to make payment. 
Please note that stock is not guaranteed.

You will receive a payment received email and it will be sent to the email address that is saved on your profile. If you did not receive this email you can navigate to Accounts & Orders and select Orders to find all your orders.

Our system generates an invoice for each item that is dispatched from our warehouses or stores. We may have had to source your items from multiple locations. If this is the case, you will receive multiple invoices and your delivery will be split.

You can update your credit card detail during checkout:

  • Open your bag and go to Secure Checkout.
  • Complete your delivery/collection details and choose Credit/Debit Card as your payment method and select Next.
  • You will be directed to the PayU portal where you can choose from one of your saved cards or Add card. (Cards added here will be available the next time you choose to pay with Credit/Debit card).
  • You can also choose to delete your card details.

Open your shopping bag and click on the plus icon below the payment summary to add your promotional code, then select Apply. The discount amount will be deducted from the total order value.

Orders

Once the order has been placed, an Order Received email will be sent to the address registered against your online profile. We will only start processing your order once payment has been received. Payment confirmation will be sent separately, to the same email address. 

You can also track your orders & order status by navigating to Orders under Accounts & Orders, once logged in.

Unfortunately, you cannot change your order once payment has been received. Examples of changes include: changing a product, adding or removing items, changing the delivery address or method, or payment method.

 

How ever please send us a Whatsapp message and we will try to assisst you if your order  has not been sent out

Yes. Please keep proof of the conversation using screenshots or any other means 

Shipping

We use 3rd Party Courier Companies (Commonly Postnet) therefore you will only receive tracking details once your products have been processed and have been shipped

 

Once tracking details have been received please track them using the link below

>>>>Tracking<<<<

 

Please note that we don't send out tracking details for every order as we use a 3rd party courier company(Postnet). Worry not you will still receive your order, If anything changes we will notify you, you may view your order status by loggin into your account.

We fulfill items from many warehouses and stores to ensure we have the widest range of products available for online shopping. This means if you order multiple itemss, we might need to source the items from different locations resulting in multiple deliveries. 

To view the most up to date information for each item you can track your order on your account

Please note that if you ordered multiple items due to stock availability we might send out the available items while we await a restock from our warehouse, you should receive the rest of your order within the next 2 workings days.

Delivery

Free - To your Nearest Postnet

 

R185 - To Your Door

Delivery takes between 3 to 5 working days. There may be delays during peak periods.

Due to the fact we use 3rd party Courier companies (eg. Postnet) ETA may be affected by external factors such holidays(festive seasons), or any other the factor that may cause the courier company to delay


If you live in a remote or outlying area, please expect delivery to take a little longer as these areas are serviced by our couriers less frequently. 

Unfortunately, you can't change your delivery address after you have placed your order. If there is a problem with the address you supplied, please contact our Contact Centre on shipping@shelfyourshoes.com and they will do their best to assist.

Unfortunately, you can't change your delivery method after you have placed your order. If there is a problem with the chosen delivery method, please contact our Contact Centre on shipping@shelfyourshoes.com and they will do their best to assist.

If an order couldn't be delivered because our couriers were unable to reach you, or due to an incomplete or invalid address, we will try and contact you to arrange a second attempt at delivery. 

If, after three attempts, we are still unable to successfully deliver your goods, we will return the parcel to our warehouse and we will await have to pay for delivery

Unfortunately our system doesn't allow us to cancel orders once they have been paid for. If you no longer want your item, you can either:

  1. Refuse the delivery, or
  2. Or contact us on whatsapp requesting an exchage

Returns & Refunds

Yes however exchanges should take 7-14 working days.

The item should be undamaged and repacked the same way you received it.

The order should be unworn unless its for fitting purposes

The item should be sent via postnet which is at your own cost

 

Please contact us regarding exchanges so we may provide you with the correct address.

We do not offer refunds however if the item is undamaged we can offer you an exchange for an item in the same price

If you need to cancel your order, you will receive a refund minus a 50% cancellation fee. If your order has already shipped, we cannot cancel it, and you will be responsible for the full cost of the order.

Please note that this policy applies to all products and services offered by our company, and we reserve the right to modify it at any time without prior notice. If you have any questions or concerns about this policy, please don't hesitate to contact us.