Shoewize Last updated: 31 August 2026

This policy explains your rights when returning an item bought from Shoewize, and forms part of our Terms and Conditions. It’s split into three types of return, because South African law treats them differently — please read the section that applies to your situation.

1. Overview: Three Types of Return

Here’s a quick summary of your options — full details for each are set out below.

A. Change of mind, or wrong size ordered

Time limit: Within 7 days of delivery

Return shipping: R99 (paid by you)

What you get: Store credit or exchange, once we’ve confirmed the item meets the conditions in clause 2

B. You’d like to cancel your order, for any reason (your cooling-off right)

Time limit: Within 7 days of delivery

Return shipping: R99 (our direct cost of collection)

What you get: Full refund

C. Item is faulty, unsafe, not as described, or the wrong item arrived

Time limit: Within 6 months of delivery

Return shipping: Free — on us

What you get: Your choice of repair, replacement, or refund

2. Category A — Change of Mind / Wrong Size Returns (Discretionary Goodwill Policy Only)

This category is not a legal entitlement. It is offered entirely at our discretion, strictly on the conditions below, and may be withdrawn or amended at any time for future orders. It does not apply, and no exceptions will be made, unless every condition in clause 2.1 is met in full.

2.1 To qualify, items must be:

(a) returned within 7 days of the date of delivery — this window is final and will not be extended for any reason, including postal or courier delay; (b) unworn, unwashed, and in the same condition you received them; (c) with all original tags, labels, and hygiene seals (if any) still attached and undamaged; (d) in their original, undamaged packaging (e.g. the shoe box itself, which may not be used as the outer shipping box); and (e) accompanied by your proof of purchase (order number or receipt).

2.2 The following items cannot be returned under this Category A goodwill policy (though your Category B and C rights below are unaffected):

(a) items marked “Final Sale,” “Clearance,” or “Non-Returnable” at the time of purchase; (b) underwear, swimwear, and earrings, for hygiene reasons, once any hygiene seal is broken; (c) gift cards; and (d) items that have been custom-made, personalised, or altered at your request.

2.3 Return shipping for Category A returns is at your cost. We charge a flat return shipping fee of R99, which we will either deduct from your refund or ask you to arrange directly with The Courier Guy, unless we advise otherwise.

2.4 Category A returns are refunded as store credit or exchanged for a different size/colour only — we do not offer cash refunds under this category. A restocking fee of 10% of the item’s purchase price applies to all Category A returns and will be deducted before store credit is issued.

2.5 Any return that does not strictly meet every condition in clause 2.1 will be declined and returned to you at your cost. We do not make exceptions.

2.6 Nothing in this Category A policy affects your rights under Categories B or C below.

3. Category B — Statutory Cooling-Off Right (7 Days)

3.1 Under section 44 of the Electronic Communications and Transactions Act 25 of 2002, because you purchased these goods online, you have the right to cancel your order for any reason, without penalty, within 7 days of receiving the goods.

3.2 To exercise this right, you must notify us in writing (email is fine) at shoewizesa@gmail.com within the 7-day period, stating your order number and that you wish to cancel.

3.3 You must then return the goods to us within [7] days of your cancellation notice. The only cost you are required to pay is the direct cost of returning the goods to us — currently a flat fee of R99, being our standard courier rate with The Courier Guy — and we will not charge you any other fee or penalty for exercising this right.

3.4 We will refund all amounts paid, including the original delivery charge, within 30 days of receiving your cancellation notice (or, where applicable, receiving the returned goods), using the same payment method you used to pay, unless we agree otherwise with you.

3.5 This right does not apply to goods made or customised to your specification, or to gift cards.

4. Category C — Faulty, Unsafe, Not-as-Described, or Incorrect Items

4.1 Under the Consumer Protection Act 68 of 2008, every product you buy from us comes with an implied warranty that it is of good quality, in good working order, free of defects, and reasonably suitable for the purpose for which it is generally intended.

4.2 If, within 6 months of delivery, an item fails to meet this standard — for example, it is faulty, unsafe, materially different from its description, or we sent you the wrong item — you may return it to us, at no cost to you, and you choose whether we:

(a) repair the item; (b) replace the item; or (c) refund you the full price you paid.

4.3 To help us resolve your query as quickly as possible, we may first offer a repair or exchange as a practical first step — but if you would prefer a refund, or the repair/replacement does not resolve the problem, you are entitled to insist on a refund under section 56 of the CPA.

4.4 If a repaired item develops the same problem again within 3 months of the repair, you may choose a further repair, or a replacement/refund instead, at no additional cost.

4.5 This implied warranty does not cover:

(a) normal wear and tear; (b) damage caused by misuse, accident, or failure to follow our care instructions; (c) damage caused by unauthorised repair, alteration, or cleaning; or (d) defects you were made aware of, and accepted, at the time of purchase (for example, clearly disclosed seconds or sample-sale items).

4.6 There is no requirement to keep original packaging or tags to claim under this Category C — a valid proof of purchase is sufficient.

5. How to Start a Return

5.1 Contact us at shoewizesa@gmail.com with your order number, the item(s) you wish to return, and the reason.

5.2 We will provide you with a return reference number and instructions, including the return address and, where applicable (Category C, or Category B where we arrange collection), a prepaid Courier Guy shipping label or courier collection.

5.3 Please pack items securely to prevent damage in transit.

5.4 Once we receive your return, we will inspect it and notify you of the outcome within [5–7] business days.

6. Refunds

6.1 Approved refunds are paid to the original payment method used for the order, unless we agree otherwise with you.

6.2 Please allow up to [5–10] business days for the refund to reflect in your account after we process it, depending on your bank.

6.3 Where a partial order is returned, only the value of the returned item(s) is refunded; original delivery charges are refunded in full only where the entire order is returned under Category B or Category C.

7. Exchanges

Exchanges for a different size or colour are only available under Category A, subject to stock availability and strict compliance with all conditions in clause 2.1, including the 7-day window and the 10% restocking fee. An exchange is processed as a return of the original item followed by a new order for the replacement item; standard delivery timeframes and the R99 shipping fee apply to the replacement.

8. Items Damaged or Incorrect on Arrival

Please inspect your order as soon as it arrives. If an item arrives damaged, defective, or is not what you ordered, contact us within 48 hours at shoewizesa@gmail.com with your order number and a photo of the issue, and we will arrange a replacement or refund at no cost to you, in accordance with Category C above.

9. Your Right to Escalate

If you’re unhappy with how we’ve handled your return, you may contact:

The Consumer Goods and Services Ombud (CGSO) — www.cgso.org.za
The National Consumer Commission — www.thencc.gov.za
Your provincial Consumer Court
The National Consumer Tribunal, where applicable

10. Contact Us

Shoewize Email: shoewizesa@gmail.com
Business hours: 09:00 – 17:00, Monday to Friday