Refund policy

7-day online returns

You may cancel an ordinary online shoe purchase without giving a reason within 7 calendar days after the date you receive the shoes. Contact us within this period to request a return.

For ordinary returns, shoes must be unused, in the same condition as received, and in their original packaging. Please try shoes on indoors to keep them unworn. These ordinary return conditions do not limit your statutory rights for faulty goods.

How to request a return

Email info@theshoecity.co.za with your order number and details of the return. We will provide the return instructions and address. Return items by courier after contacting us. The Shoe City operates online; walk-in returns are not available.

Return costs and fees

For an ordinary change-of-mind return, you are responsible for the direct cost of returning the goods, including arranging and paying for the return courier or label. We do not charge a restocking fee.

For qualifying faulty, unsafe, defective or incorrectly supplied goods, the return is at our risk and expense where required by law. Contact us so we can arrange the return.

Refunds

We will notify you when we receive and inspect your returned item and confirm the outcome of your return.

Approved refunds are processed to the original payment method within 5–7 working days after we receive the returned item. For a qualifying cooling-off cancellation, the full payment must be refunded within 30 days of cancellation; the only charge permitted for that cancellation is the direct cost of returning the goods.

If your refund has not arrived within the stated period, check with your bank and contact us with your order number.

Faulty or damaged shoes

If your shoes are faulty, unsafe or defective, contact us with your order details and a description of the problem. Photos can help us assess the issue.

Within six months after delivery, qualifying goods that fail to meet the Consumer Protection Act's quality requirements may be returned at our risk and expense. Subject to that Act, you may choose a repair, replacement or refund. The ordinary 7-day return window does not reduce these rights.

Exchanges and replacements

We offer exchanges or replacements for defective or damaged shoes, subject to stock availability and your statutory choice of remedy. A replacement will not be imposed where you are entitled to choose a refund.

Sale items and gifts

Sale-priced shoes retain the same statutory cooling-off and faulty-goods rights. A sale price does not remove these rights.

Refunds for gifts are returned to the original purchaser through the original payment method. A gift credit may be provided by agreement instead of a refund.

Need help?

Email: info@theshoecity.co.za
Call/WhatsApp: +27 78 882 9204

This policy does not exclude or limit rights under applicable South African consumer law.