How long will it take for me to receive my order once I place it online?
It usually takes 24 to 48 hours for payments to clear into our bank account. Once payment has been confirmed the order will move into the processing queue where stock is then sourced and packed accordingly. Once your order is processed you will receive an email from us including your waybill information for tracking via our courier service, DSV Couriers. Courier from date of collection can take up to 14 working days.
What is your shipping policy?
We offer free shipping within South Africa on all orders over R800. For orders under R800 we charge a R75 shipping fee regardless of how many items make up this order. From the time of collection you will need to allow for 14 working days for your parcel to arrive with you. No deliveries will take place over weekends or public holidays.
You will receive shipping confirmation once your order has been fulfilled and it is in the queue for collection from our courier company. You can track your parcel by clicking on the tracking number that was sent through to you with your order confirmation. You will be redirected to the DSV client zone where you can enter in your tracking number and details regarding your parcel will be populated. Once the parcel is in the hands of the courier service it is best to follow up with them directly on 0861803080 with your tracking number.
What is your returns policy?
In the instance of you receiving your online order and it being incorrect (not the right size, colour, style that you ordered), or contains a fault, you will need to make contact with the online coordinator to arrange upliftment of your item. This will need to be initiated within 14 days of the items being despatched to you. Once the item has been received at Head Office we will make the necessary exchange or refund as per your instruction. Please be sure to include your order number as well as a brief explanation of the issue at hand.
Online Store Coordinator Email: online@tsonga.com; Online Store Coordinator Telephone: +27(0)33 387 9206
If for any reason you aren’t entirely satisfied with your purchase (shoes don't fit, aren't what you expected, etc), we are be happy to refund or exchange your item/s as long as they are unused or unworn and are returned in the original packaging within 14 days of dispatch at your own expense. You can choose to make an exchange at any one of our Tsonga concept stores in South Africa, or return the shoes to our Online Department, at your expense, for either an exchange or refund. In this instance you will need to contact our Online Store Coordinator and advise him/her that you are returning the shoes, and whether it will be for an exchange or refund.
All refunds are paid to the customer in the same manner as the order was initiated by the customer. In other words, if you paid for the items by credit card, the refund will be made to this same card that was used. If you paid for the items by EFT, the refund will be made to your bank account.
Can I return an item for a cash refund?
We do not offer cash refunds. Purchases made by credit card or EFT can be refunded using the same method in which the purchase was made.
My shoes have a warranty fault. What do I do?
If you receive a faulty item, please notify our Customer Service Department
at customercare@tsonga.com providing the following:
- The order/receipt number
- A short description of the issue
- Picture/s clearly showing the problem
- Shipping address for replacement product
Once returned, goods will be inspected for manufacturing faults. Items deemed subject to reasonable wear and tear will not be accepted as faulty in which case you will be notified and the item/s will be returned to you at our own expense. Please feel welcome to contact our Customer Service Department for advice on +27(0)33 387 9221.
Can I return a pair of Tsonga shoes that I bought from another retailer?
Unfortunately not. Any Tsonga item that was not bought from one of the Tsonga concept stores or online at www.tsonga.com must be returned to the store from which it was purchased. All returns must be accompanied by the proof of purchase.
Can I return a pair of shoes I bought on the Tsonga online store at www.tsonga.com to a physical Tsonga store?
Items bought on www.tsonga.com may be retuned for an exchange to any of the Tsonga Concept stores. However should you require a refund, whilst you can still take your shoes to a concept store to return them, the refund will be processed at Head Office. You may request one of the Tsonga Concept stores to send the item on your behalf or you may post it directly to:
Tsonga Online/Customer Care
Trademark Investments (PTY) Ltd
1 Dartnell Road
Willowton
3201
South Africa
Please ensure that you provide the necessary information in order to allocate the item/s to your enquiry. Include your order number or email correspondence in this regard with the item/s that you return.
