Frequently Asked Questions
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 customer.complaints@zando.co.za 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.
1. General
1.1 Returns
How do I return my purchase?
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.
What if the item I bought is defective?
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 service@zando.co.za. 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 delivery policy?
Our delivery policy can be viewed by clicking here.
1.2 Technical
Who do I contact when I need personal assistance with my order, or if I am experiencing issues placing an order
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 service@zando.co.za 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.
I want to start a new account. How do I do this?
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.
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 would 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 for the Zando newsletter?
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.
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.
1.3 Brands & Stock
Where can I find the sizing chart?
All of our products are in UK, US, Australian, European and South African sizing. Please visit our Size Guide.
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.
Will I be allowed to place an item on hold?
Unfortunately this is not an available option.
How do I know if you carry a certain brand?
All you have to do is enter the name of the brand in the search toolbar. Search results will present you with the available items from that brand. If the brand you are looking for is not there, send us your brand suggestion to service@zando.co.za and we will see what we can arrange.
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.
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. for your fashion fix
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 service@zando.co.za.
Is there a way for me to view the product before I purchase it?
As Zando is an online shop, there is no physical store customers can visit. Should you have any queries regarding our products you can contact our gorgeous Customer Loyalty team and they will do their very best to describe the item as if you were holding it yourself.
1.4 Payment
How can I pay?
Zando offers you the following payment methods:
Payment via credit card
Zando accepts VISA and MasterCard, issued by a recognized South African Banking Institution, when it comes to paying with credit card. Your card information is safe and secure, and is encoded in our system by using 128-bit SSL technology. Therefore, rest assured that your card details will by no means be available or accessible to third parties. When you return a purchase, the specified amount will be credited back to your bank account.
When choosing to pay with credit card, you will be redirected to our secure payment gateway to enter your credit card details.
EFT (electronic funds transfer)
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 service@zando.co.za 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
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).
eBucks
Please see this page for more information on paying with eBucks.
How safe is it to use my credit card on your site?
At Zando we make sure that credit card transactions take place in a safe environment. The Zando payment system has a 128-bit SSL security encryption certification issued by Symantec, with 256-bit Encryption. We also do not retain your card information once the transaction has been finalised.
What do I do when 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, and they will alert our IT team to correct the problem.
How do I use my store credit?
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.
How do I know if my order has gone through?
Super easy, an email will be fired off 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.
1.5 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.
Do you match prices if I see an item on sale elsewhere?
No, we do not match, but we do our best to ensure we have competitive prices.
1.6 Store Credit
How do I get store credit?
If you return an item/s and select store credit, 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. Store credit will be received only once the returned items have been processed by Quality Control. To qualify for store credit, items must be returned unworn and in the original packaging.
1.7 Privacy & Security
How do I know if it’s safe to shop with Zando?
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.
Do you keep my credit card details?
You are safe, we do not store your credit card details.
Will my information be sold to third parties?
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.
1.8 About the Company
I want to learn more about Zando…
From the investors that gave Brazil Dafiti, Germany Zalando and Australia The Iconic, comes South Africa’s most comprehensive online footwear store ZANDO. This online fashion store has been brought to South Africa by European Investors Rocket Internet.
Zando offers you the most comprehensive international and local fashion brands for sale online in South Africa. Step out in our ladies' and men's shoes and sports trainers, shop our stylish apparel or find your look’s finishing touch from our accessory ranges - we have got you stylishly covered. Zando strives to offer shoppers the latest trends and must-haves for every season.
We want to bring you the best shopping experience. Our cutting-edge product teamed with Zando’s excellent customer service and the advantages of an easy and secure online shopping experience will give you just that!
What is Zando’s shoe selection?
We carry a range of ladies’ and men’s shoes that vary from sandals to sport shoes, high heels to flats. Our product selection is kept up to date with the latest trends and local and international brands, Should you have any difficulty in finding a certain shoe category, contact Customer Service.
2. Delivery
How long does it take for 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.
You can expect delivery:
Main Centres (Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria and East London) within 3 working days
Regional areas within 5 working days
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?
If you manage to contain your excitement and your order value is below R250, there will be a delivery fee due depending on where we are delivering your order to. If you are a true shopaholic and your order value is above R250 then it is Free.
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 delivery 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.
What if I am not 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.
3. Order Status
What is the status of my order?
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.