We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, refund you or credit your account, subject to the terms below. This policy applies to products bought from Family Shoe Centre.
Please do not send your purchase back to the manufacturer.
HOW TO RETURN
You can submit your return through our returns centre or you can visit our store to swap sizes or get a refund.
When returning through our returns centre:
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines
PRODUCTS THAT ARE RETURNABLE
Returns request is sent within 7 days from the date of delivery
Product is returned to our store within 14 days of delivery
The item is in a re-sellable condition
No signs of wear and tear are found on the products at all
Items are in its original box and packaging with all accessories received
All original tags and labels are still intact
PRODUCTS THAT ARE NON-REFUNDABLE
Products bought on sale or that were discounted during purchase are not eligible for a refund.
PRODUCTS DAMAGED ON DELIVERY
If the purchased product is damaged on arrival, please notify us by logging a return within 7 days of the delivered date. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, exchange the product or credit your account by giving you a store credit to buy a different product at the same price as the first purchased product or refund you if that is your preference.
RETURNS AND REFUND OPTIONS
Refund to the original payment method
Refund to store credit (if applicable)
Exchange of the same product
We allow the exchange of purchased items if they are defective or damaged.
Once the exchange request is approved, we will notify you via email and
the replaced item will be shipped to you.
For instructions on how to ship the returned products, refer to the email received after placing the return request. We offer one free return request for products above R1000.
For an order below R1000 a R100 fee for courier applies when returning.
REFUND TIME FRAME
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
REFUND PAYMENT ISSUES
If you haven’t received your refund within 5-7 days of your refund request approval,
double check if the money is not reflecting in your account.
Contact your credit account company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please email us on firstname.lastname@example.org and we will resolve the issue.
For orders over R1000, we offer free shipping.
For orders below R1000 we offer standard delivery for a minimal fee of R100 across South Africa.
You can also choose to pick up your purchase in-store during checkout.
DELIVERY TIME FRAME
Orders are usually dispatched within 1-4 days from the date of purchase. If you are in Johannesburg and place your order before 10 am, you are guaranteed same-day delivery. For customers outside Johannesburg, delivery usually takes 2-4 days.
Please note sale periods such as Black Friday are excluded from same-day delivery.
Once your order is dispatched, you will receive a tracking number to keep track of your delivery and you can use that number to track your order on our tracking centre.
If you're not home when your order is delivered, the courier will contact you before making the delivery and you can give them instructions on what to do as you are not home or ask them to deliver the next day.
If you opted for in-store pick-up, you can collect your purchase at the selected store during operating hours.
CHANGE DELIVERY ADDRESS
You can change your delivery address before your order is dispatched. Please contact our customer service team as soon as possible to request a change in delivery address.
You can reach out to our support team via WhatsApp or email us at: email@example.com
Please note once your order has been dispatched, we won't be able to change your delivery address.
At the moment, we only deliver within South Africa. However, we are constantly exploring options to expand our delivery services.