Frequently Asked Questions

Dedicated website helpline: 0873572017

Payment

Payment

How can I pay?

Superdry offers you the following payment methods:

Credit/Debit Card
Instant EFT with OZOW
Cash On Delivery(COD)
Payflex
Mobicred

Superdry accepts credit card and chipped debit/cheque card payment via Visa and MasterCard. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.

Paying with Payflex

What is Payflex?

Payflex offers the first truly free payment plan in South Africa. Checkout with Payflex and pay only 25% of the purchase price today. Your goods are shipped immediately. And you pay the rest over 6-weeks at no additional cost (zero fees, zero interest*).

* Default fees apply if you miss a payment.

How does it work?

Select “Payflex” at checkout
Enter your personal details - Name, Email, cellphone number, SA ID number
Confirm your cellphone number - Payflex will send you a one-time PIN via SMS.
Payflex completes an eligibility check
Make your first payment with any VISA or Mastercard debit, cheque or credit card.
Set your Payflex password
Once your first payment has been made, your order will be processed and prepared for shipping.

Note: If you are not approved for a Payflex account, you will be redirected back to Superdry where you can choose a different payment method to complete your order.

What are the fees and interest charges?

Payflex does not charge fees or interest. You will pay the same order value split into four payments.

What if I miss a Payflex payment?

If you miss a scheduled payment, a default fee of R75.00 (incl. VAT) will be added to your account. A further R75.00 (incl. VAT) will be charged for every week that the payment remains unpaid. Total Payflex default fees are capped at a total of R225.00 (incl. VAT) or a maximum of 50% of the order value, whichever is lower.

Do I qualify for Payflex?

To be eligible for Payflex you need to be 18 years or older with a South African ID number and Visa or Mastercard (debit, cheque and credit cards are all good). You will also need a good credit history.

What products are not eligible for Payflex?

Payflex is not available on gift cards. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately.

How many Payflex orders can I have at the same time?

If it’s your first time using Payflex, you’ll only be allowed one order until your second scheduled payment has been paid. After that, you can place multiple orders, as long as you stay below your total spend limit.

How do I make installment payments on a Payflex spend plan?

Payflex will automatically deduct scheduled instalments from the same card you used to make your first payment. If you want to pay your balance sooner, you can log in to your Payflex account to make early payments.

When will my item be delivered if I pay with Payflex?

Payflex orders are prepared for delivery once you make your first payment at checkout. Orders will be delivered within Superdry’s standard delivery timeframes.

How do returns work?

If you want to return any items in your order, just follow the standard Superdry returns process. If the return is approved, we will issue the refund against your Payflex account. Please read our returns policy here.

Is it safe to use Payflex?

Absolutely. Payflex is an established payments company, and part of the $1bn Zip Co group that is listed in Australia. All payments are processed through state-of-the-art PCI compliant payment systems that ensure the security of your payments.

Mobicred

With Mobicred you may shop on Superdry.co.za with ease and convenience thanks to a straight forward credit facility.

Your items are dispatched right away, and you have up to 12 months to pay back the balance.

Kindly be advised that Mobicred charges interest.

Mobicred Refund - Mobicred is refunded back to your Mobicred account and will reflect within 10 working days.

Payment at checkout - you will be routed to a secure payment page to complete your payment online.

How safe is it to use my credit card on your site?

Superdry makes use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties.

What do I do if my credit card details are not accepted?

The first step is to check with your bank to rule out any problems that may be occurring on that side. If you still experience difficulties, contact Customer Service Team here , and they will alert our IT team to correct the problem.

How do I know if my order has gone through?

Super easy, an email will be sent to you to confirm we have your order, once it is processed you will receive an invoice for the goods being delivered. Lastly listen out for your doorbell or name to be called when our speedy drivers are there to deliver. Should you not receive such an email, then contact our super helpful Customer Loyalty team here and they will help you out.

Pricing

Are your prices in South African Rand (ZAR)?

Yes, all pricing is in South African Rand.

Do your prices include VAT?

Yes, all prices are inclusive of VAT.

How do I use my Promotional coupons/Gift Vouchers/ Store credits

You can only redeem one voucher or coupon code per order. When wanting to redeem a voucher or coupon you can either:

Enter the code in the box provided on the Shopping Cart page.
Enter the code in the box provided on the Checkout page.

Promotional Coupons

A Superdry promotional coupon can only be used on superdry.co.za only and may have limitations. Promotional coupons may be received via newsletter sign ups, newsletters, social media promotions and other marketing activities.

Examples of limitations are a minimum spend amount, coupon may not be valid on sale items, a validity and usage period, coupon may only be valid on certain items etc. All promotional coupons will come with terms and conditions. If you are uncertain, please contact our delightful Customer Loyalty team here for assistance.

Gift Vouchers

If you are lucky and have been given a gift voucher, you will be able to add this to your order and the amount will be deducted from the total order value. You will be able to use the gift voucher until the total value of the gift voucher has been used. Available only on superdry.co.za.

Store Credits

If you return an item/s and select store credit as your refund method, or an item happens to be out of stock a store credit voucher code will be emailed to you to the value of the paid price of the item/s. This can then be used for future purchases at superdry.co.za. Store credits will be received only once the returned items have been processed by Quality Control. To qualify for a store credit, items must be returned unworn in its original packaging and not damaged.

A store credit can be used on your orders until the total order value has been used.

Delivery

Black Friday Delivery Times

Delivery is free to all areas within South Africa.

Main centres (delivery within 5 - 7 working days)
Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley.

Outlying areas (delivery within 7 - 10 working days)
All orders over R400* qualify for free delivery, please see the delivery fee calculated at checkout if your order is below R400. Applicable to all areas within South Africa.

Note: a day refers to a normal business day and excludes Saturday/Sunday and public holidays.

3 Hour Delivery - Must have your order today? R80 will ensure delivery of your order to your door within 3 hours. Only certain Cape Town areas qualify, and orders must be placed before 14:00 on a working week day. Not available for Pay In Store and COD Transfer payment options.

Next Day Delivery - Need your goodies quick and fast? R60 will ensure delivery of your order to your door the next working day! Only certain main centre areas qualify, and orders must be placed before 14:00 on a working week day. Not available for our Pay In Store and COD Transfer payment options.

Standard Delivery –

Main Centres 5 - 7 Working days

Outlying Areas 7 - 10 Working days

What are my delivery options?

Delivery is free to all areas within South Africa.

2Day Express Delivery – R25 will ensure your order is delivered within 2 working days! Only certain main centre areas qualify, and orders must be placed before 14:00 on a working week day. Not available for COD payment options.

Standard Delivery – All Standard Deliveries is FREE

How long does it take for delivery?

How long does delivery take?

The delivery time depends on your delivery address and when you place your order

Main centres (delivery within 5 - 7 working days)
Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley.

3 Hour Delivery

Only certain Cape Town areas qualify, and orders must be placed before 15:00 on a working week day. Not available for COD and EFT payment options.

Next Day Delivery

Only certain main centre areas qualify, and orders must be placed before 16:00 14:00 on a working week day. Not available for COD and EFT payment options.

ONX Service Customer orders before 14h00 on day 1, receives delivery by day 2

2 Day Express Delivery

Only certain main centre areas qualify, and orders must be placed before 16:00 14:00 on a working week day. Not available for COD payment options.

NDS Service – Customer orders before 14h00 in day 1, received delivery by day 3

Standard Delivery

All Standard Deliveries is FREE. Applicable to all areas within South Africa.

Please note that some bulky items may only be available on Standard Delivery.

Main centres (delivery within 3 - 4 working days)
Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley.

Outlying areas (delivery within 5-7 working days)
All orders over R400* qualify for free delivery, please see the delivery fee calculated at checkout if your order is below R400. Applicable to all areas within South Africa.

Note: a day refers to a normal business day and excludes Saturday/Sunday and public holidays.

Do you have an express delivery option?

Yes, we do! You can choose the option for 2Day Express delivery on the checkout page. It is only offered to customers in Main Centres for an additional fee of R25.

Can my parcel be delivered to an office address?

Absolutely, your parcel can be delivered to an office address. You must enter the address along with your full name upon checkout.

What is the postage & handling charge on orders?

Standard Deliveries are FREE! Additional Delivery fees may apply if one of Our express delivery options are selected. After-hours Delivery – Prefer to have your goodies delivered after hours? We can arrange for delivery between 18:00 and 21:00 on week days. R60 will ensure after hours delivery of your order in line with our standard delivery timescale of 3-5 days! Only applicable for deliveries in certain areas of Cape Town and Johannesburg. Orders must be placed before 15:00 on a working week day. Not available for our COD payment option.

Weekend Delivery – Prefer to have your goodies delivered on a Saturday? R60 will ensure delivery of your order between 08:00 and 14:00 on a Saturday. Only applicable for deliveries in certain areas of Cape Town and Johannesburg. Orders must be placed before 15:00 on a Wednesday to ensure delivery on the Saturday. Not available for our COD payment option.

My items haven't arrived yet. What can I do?

Our delivery policy states delivery within 3 – 5 working days, and we will move the earth to deliver it as promised. If you have not received it then contact our fabulous Customer Loyalty Team here and they will help you to locate your order. You are able to track the status of your order using the tracking ID sent to you. If you have any concerns, please do not hesitate to contact Customer Service here. Remember, you will receive an email from us to tell you that your order is on its way and receive a tracking number so you can follow its progress.

What if I am not at home at the time of delivery?

All deliveries are made Monday to Friday, between 8am and 5pm. If you think you will not be available during that time then please give our helpful Customer Loyalty team a call, and they will get in contact with our courier partners to try and help you out. Helpful hint: as soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door.

If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we will leave a card giving you instructions on either re-delivery or collection from the courier.

Returns

How to log a return

Log in and go to the 'My Account' section.
Click on the 'My Orders' Tab.
Select the order from which you wish to return an item.
Select the 'Request Return' button.
Choose the item(s) to return and choose a return reason per item.
Choose which address the courier should pick up your return from.
Select the preferred refund method for your return.
Finally, select the 'Request Return' button at the bottom of the form.

- Once your return has been logged you will receive an email to confirm that our courier partner will contact you to arrange collection.

- Please ensure that the item(s) are packed in the packaging they were received in with the inclusion of the order number associated to the item(s) and all accessories, tags, labels, or freebies are included

- Pease combine all returned items into one package if you are returning more than one order. Also, ensure that you have securely sealed the parcel before you hand it over to our courier upon collection.

- Collection and return to our warehouse can take up to 4 working days for Main centres and 8 working days for Outlying areas from date of logging return.

- Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.

- Store credits will be sent immediately via email and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.

What if the item I bought is defective?

Superdry ensures that all products are of high quality when they are shipped to customers. Should it happen that your item is defective then please contact our friendly Customer Loyalty team on or email us at [email protected]. The time period for such a return is the same as any other return - 14 days after the item was received. A replacement item will be sent to you accordingly. Should it happen that we are out of stock, then you will be contacted by Customer Service, and you will be provided with store credit or you can contact our Customer Loyalty team for assistance.

What is your Returns Policy?

Our returns policy can be viewed by clicking here.

Can I return my purchase in store?

Please note that we cannot accommodate in store exchanges, refunds, and returns. We are working on a solution for this.

Order Status

What is the status of my order?

If you log onto your account at www.superdry.co.za and click on the My Accounts Section, you will be able to track the progress of your order. Alternatively contact our ever-friendly Customer Loyalty team here and they will help you.

Technical

I want to start a new account. How do I do this?

You need to be registered to purchase from our website. Not registered? Fear not! Go to www.superdry.co.za to register. Once registered you will receive an email welcoming you to the Superdry fold, making our world of fashion accessible in just few clicks of your finger.

I want to place an order. How do I do this?

Just follow the order prompts

Select your items and add them to your cart

Once you have everything you want, click the Proceed to Checkout button

Fill out the requested details and click the Checkout button

You will then be taken to an order confirmation page which will give you your order number and delivery time lines

Super-easy and convenient, just the way we like it. (You can also like us on Facebook).

I want to update the details of My Account. How should I go about doing this?

Click on the My Account tab on the top right hand side of the page. You will then be directed to your account details. Scroll down to find your account information. Click ‘edit’ next to ‘contact information’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details are changed.

How would I go about unsubscribing from the Superdry’s newsletter?

The emails that Superdry sends you come with the option to unsubscribe for the newsletter. Click on that option and you will not receive future Superdry messages anymore.

Do I need to enable cookies in my browser?

Cookies are the name of small amounts of data that is sent from a website to your browser. It is then stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information.

You can log out by clicking the 'logout' link in the top right hand corner of the page.

To find out more about how we use cookies, please see our Privacy Statement.

Brands & Stock

What do I do when the item I want is out of stock?

We make a point to keep up with the latest fashion trends, and therefore maintain our stock levels to match those items that are most popular. Take note that items are available while stocks last. Should you have any further enquiries, feel free to contact Customer Loyalty team; they will try to source the item for you from elsewhere. Should this not be possible, then they will contact our Style Team to suggest possible alternatives.

Do you place items on back order?

We do not place items on back order, but if it is something super fabulous and popular our Style Team will see if there is something they can do to satisfy your craving.

I tried to place an order unsuccessfully and my desired item is now appearing out of stock.

Allow 10 minutes for this item to reappear in stock and then try again. Alternatively, please contact Customer Service here.

When can I expect new products to be listed on your website?

Our website is constantly updated with the arrival of our eye-catching new stock. We update our product range as new fashion lines and brands are released. Keep a close eye on New Arrivals.

I want to provide feedback about a product. How do I do this?

We welcome any feedback our customers can give us. You can place a review on a product by going to the product's page and adding your comment, or send your feedback to [email protected].