Returns | Zando

Return your item(s)

Zando.co.za's easy returns promise

The Returns Procedure | Zando
Log a Return | Zando

1. Log a return


Log a return within 14 days of the order being delivered free of charge (conditions may apply).
Click here to see Frequently asked Questions.

Prepare Item | Zando

2. Prepare the Item


Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order number associated to the item(s).

Schedule Collection | Zando

3. Schedule a collection


Return to our warehouse can take up to 2 working days for main center's and 5 working days for Outlying/Regional areas from date of collection from your address.

Refund Process | Zando

4. Refund Process


Once the returns have reached our warehouse, the items in your return will be inspected before the return is processed – this should happen within 72 hours of arrival at our warehouse, after which the refund or store credit initiated.

How to log a return

1. Login and go to My orders then select the order containing the item(s) you wish to return .

Login & go to Orders | Zando

2. Select the order you want to return.

Select Order to return | Zando

Select the item/items you want to return. Motivate your reason for returning the item/items

3. Add a collection address

Add Collection Address | Zando

4. Select a refund method – store credit or the method you initially paid with.

Select Refund Method | Zando

5. Confirm the return details and click the Create Return button

Confirm Return Details | Zando

6. You will receive an email confirming that your return has been logged

Receive Confirmation Email| Zando

What items can be returned?

Criteria to return an item:

tick  Return must be logged within 14 days of the item being delivered.

tick  The item is in a re-sellable condition.

tick  The item being returned qualifies for return.

tick  The item is in its original packaging, with labels attached.

category I changed my mind Doesn't Fit Me Well Wrong Item received Defective Item Received
shoes
Accessories
Clothes
Underwear
Lingerie
Sleepwear
Swimwear
Jewellery
Consmetics
Hair Products
Fragrances
Face Masks & PPE
Watches*
Wedding Shop
Adult Shop Items
Zando Fashion
Marketplace items
Zando Global Items

Return Timescales

Monday - Fridays

Return Step
Collection
First Attempt
Return to
our warehouse
Returns
Processing
Refund
Processing
Expected
Return + Refund
Timescale
Cape Town Main
2 Days*
1 Day*
3 Days*
2 Days**
8 Days*
Other Main Centres
2 Days*
3 Days*
3 Days*
2 Days**
10 Days*
Regional Areas
4 Days*
4 Days*
3 Days*
2 Days**
13 Days*
Outlying Areas
4 Days*
5 Days*
3 Days*
2 Days**
14 Days*

Note:

*Days refer to working weekdays - Monday to Friday, excludes weekends and public holidays **Refund processing is the time taken to process your refund on our system. The timescale for your refund to reflect is dependent on the refund option chosen and banking institutions.

Returns & Refunds Timeline
Return Timeline

Return Pickup

Timeline:

  • Collection from your address can take up to 2 working days for main centres and 5 working days for outlying/regional areas (depending on how often your area is serviced) from date of logging return.
  • Return to our warehouse can take up to 2 working days for main centres and 5 working days for outlying/regional areas from date of collection from your address.
  • Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed – this should happen within 72 hours of arrival at our warehouse, after which the refund or store credit initiated.
Return Pickup

Refund Pickup

Timeline:

  • Our refund process begins after we have completed the evaluation of your returned product.
  • We will send you an email notification once return examination is completed and the refund has been approved.
  • Refunds via voucher will be issued immediately and will be received as soon as the return has been processed by our Returns Team at our warehouse
  • Refunds via EFT will reflect within 48 hours
  • Refunds back to the card used for payment will reflect within 10 working days of being processed by our team. Please note that this lead time is the maximum timescale as advised by the banks.