FAQ

Do you have any complaints? Please let us know!

If you have not had an exceptional experience, or are not happy with the level of service you have received, please email us at [email protected] and we will contact you to resolve the matter. Our aim is to contact you within 3 hours of receiving your email, but please note this may not always be possible.

Returns

Instead of having to fill in a boring paper based returns form, you can now log into Zando.co.za and complete the returns form online. Please see our returns policy for complete instructions on how to return your purchased item.

Zando 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 08611 ZANDO (08611 92636) 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.

Our returns policy can be viewed by clicking here.

Technical

You are welcome to contact our delightful Customer Loyalty team using the chat function on the bottom right hand side of our site, you can also email us at [email protected] or call us on 08611 ZANDO (08611 92636). Our Customer Loyalty team strives to make your experience fantastic so please be sure to contact them for anything you may need.

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

Just follow the order prompts

  1. Select your items and add them to your cart
  2. Once you have everything you want, click the Proceed to Checkout button
  3. Fill out the requested details and click the Checkout button
  4. 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).

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.

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

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.

Payment

Zando offers you the following payment methods:

Payment via credit card

Zando accepts credit card and chipped debit/cheque card payment via Visa, MasterCard and America Express only. 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. Take note that only credit card payments are accepted in respect of Zando Deals orders.

Manual EFT bank deposit

This payment method requires the customer to transfer money directly from his/her account into Zando’s account, through computer-based systems.

If you select EFT, you will be redirected to our secure payment gateway and asked to select your bank. The details for the EFT payment will then be displayed, along with instructions regarding references etc.

All bank deposit EFT’s require proof of payment to be sent to [email protected] before your order will be processed. If payment does not reflect for an EFT transaction we may request proof of payment to be sent before your order is processed.

Why should I use the EFT option? EFT is convenient in that it is not time consuming and it’s easy to use. Zando also creates a safe and trustworthy banking environment for the benefit of the customers and the company

Take note that only South African EFT payments will be accepted and no international bank electronic transfers are accepted.

COD (Cash on Delivery)

Pay for your purchase in cash when it is delivered to your door. This is an easy payment option that only requires you to have the correct amount of cash when your package is delivered, as our delivery men do not carry petty cash. Take note that all payment should be done in South African Rand, and that the COD option is only available for certain postal codes. Please note that a handling fee of R10 will be charged on checkout.

Should it so happen that you are not available to accept delivery you can postpone/delay delivery for a maximum of three (3) business days after the initial attempt to delivery. If delivery has not taken place within these three days, the order will be cancelled and returned to our warehouse. In order to ensure the safety for you our customer as well as our delivery team, cash on delivery will only be available on orders below R1500.00 (one thousand five hundred rand).

COD is only currently available to certain postcodes in Cape Town and Johannesburg, and does not qualify on orders where Next Day or 2Day Express delivery option is requested. COD payments will not be accepted in respect of Zando Deals orders.

Zando 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.

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, and they will alert our IT team to correct the problem.

When you are issued store credit, you will have received a voucher code. Please copy and paste this voucher code into the box titled Coupon upon checkout to have the credit amount deducted from your retail price.

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 and they will help you out.

Pricing

Yes, all pricing is in South African Rand.

Yes, all prices are inclusive of VAT.

Store Credit & Coupons/Vouchers

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 Zando promotional coupon can be used on Zando.co.za only and may have limitations. Promotional coupons may be received via newsletter sign ups, newsletters, social media promotions and other marketing activities. Promotional coupons may not be applied to Zando Deal orders.

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 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.

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 Zando.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.

Privacy & Security

We work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Statement.

You are safe, we do not store your credit card details.

Not a chance, your information will not be sold or passed on to any third parties. Zando rightfully protects your information. Read more on how we protect your details by referring to the Zando Privacy Statement.

Delivery

All Orders with a total cart value under R400 will incur a non-refundable delivery fee of R40. Applicable to all areas within South Africa.

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.

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 15:00 on a working week day. Not available for Pay In Store, COD and Manual EFT 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 15:00 on a working week day. Not available for our Pay In Store, COD and Manual EFT Transfer payment options.

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 15:00 on a working week day. Not available for COD payment options.

Standard Delivery – All Standard Deliveries with a minimum cart value over R400 qualify for FREE delivery!

Our delivery times are within 3 working days for main city centres and within 5 working days for outlying areas. Our speedy drivers will deliver your order during office hours, Monday to Friday, 8am to 5pm. ZANDO wants to deliver on time as promised. However, things happen and so we are unable to guarantee that all orders will be delivered within the stipulated time frame.

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.

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

All Standard Deliveries with a minimum cart value over R250 qualify for FREE delivery! 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.

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 15:00 on a working week day. Not available for Pay In Store, COD and Manual EFT 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 15:00 on a working week day. Not available for our Pay In Store, COD and Manual EFT Transfer options.

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 15:00 on a working week day. Not available for COD payment options.

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 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. 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.

Our delivery policy can be viewed by clicking here.

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.

Order Status

If you log onto your account at www.zando.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 and they will help you.