FAQ

Frequently Asked Questions and Answers

Products

It is advised that you check what other customers have said about a product before you buy. Click here for a guide to product quality and reviews

There are no hidden costs or charges when you order from Zandex. All costs are 100% visible at the end of the checkout process. This includes customs charges.

Zandex provides you with the opportunity to return your product within 14 days from delivery. If you have warranty on your product, potential issues may be covered under the warranty after our initial returns period.

If a warranty is offered on a product, the warranty period will be displayed on the right side of the product page. If a product is sold by multiple vendors, the warranty period offered by each vendor will be displayed to the right of Seller name, in the ‘more information’ box. If you have further questions, please contact us here.

Warranty terms for products may change over time. Rest assured, you will be entitled to the terms listed on the warranty card at the time of purchase.

You can still claim warranty by presenting your Zandex invoice at any authorized service center even if you’ve lost your warranty card.

Payment

We use PayFast and it supports all popular payment methods:

 

Credit, Debit & Cheque Cards

Credit, Debit and Cheque cards issued by Visa and Mastercard are the most popular and trusted online payment methods around the world. Including South Africa

Instant EFT

Instant EFT by PayFast allows online shoppers with access to internet banking to make an Electronic Funds Transfer (EFT) that gets instantly verified

Mobicred

Mobicred is an online account that gives buyers access to credit, which they can use to pay you online through PayFast.

Masterpass

A free digital wallet from Mastercard that enables online shoppers to quickly and securely check out and make online payments.

SnapScan


SnapScan is one of South Africa’s first ‘scan to pay’ contactless payment apps that makes it easy and safe to pay and receive payments online.

 

We also Use AirBuy.

Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customer’s details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it is not authorized by the owner of the card.

All card transactions are processed via 3DSecure authentication, where the issuing bank validates the payment with their customer. This is to safety guard you, our customer and us against fraud as the bank will accept liability for any fraud which occurs.

There are no hidden charges when you make a purchase on Zandex. The order value at checkout is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash for the delivery.

Note: For International Payment via Credit / Debit card you may be charged a cross border fee by your issuing bank. For information on the exact charges please contact your issuing bank.

If you experience trouble completing payment through debit/credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough funds/limit to complete the transaction. Your bank can help you verify these details.

Some cards issued outside South Africa are also not supported on Zandex and may be declined

The 3D Secure password is a payment verification process implemented by VISA and MasterCard in partnership with card issuing banks under the Verified by VISA”” and Mastercard SecurePoDe”” services.

3D secure password is an additional one-time password, that you will be asked to enter on the payments page. This password is known only to you, and is sent to you via email or text. This ensures that only you can use your card for online purchases

When paying with Debit / Credit card on Jumia, we will ask you for your 16 digit Card number and expiry date and CVV (Card Verification Value). Please note that Jumia does not save your card information unless you specify that we should.

Orders

Shopping on Jumia is easy! Once you have found the product you want to buy, just follow the steps below:

  • Click on ‘Buy Now’ to add this product to your cart
  • Click on ‘VIEW CART and CHECKOUT’ in the pop up
  • Click on ‘PROCEED TO CHECKOUT’
  • Register an account or Login into your existing account by entering your Email and password
  • Enter your shipping/billing information, ensuring your address is complete and accurate
  • Choose your preferred payment option
  • Click on ‘Confirm order’ to complete your order

Once your order is placed, we will either automatically confirm it by notifying you via Email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. If you are unsure of whether your order has been confirmed or not, please contact us here a few hours after your order placement.

We’ll send you an email once your order has been confirmed.

You are able to cancel your order before it ships from our warehouse or Seller. You may cancel items from your order online via selecting the order in My Account – My Orders and then following the steps after clicking the cancel item button. Please note that this is currently only available on our website and not on our app. Alternately, you may contact us to request the cancellation via our Customer Service team.

Please contact our Customer Service Team on our Contact us page here so we can help you to resolve the issue.

We will send you regular updates about the status of your order via emails and SMS after your order has left our warehouse and is on its way to you. You can also track its status by entering your tracking number on https://www.zandex.co.za/track/.

If you have trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Contact our Customer Service Support Team via contact us or email.

A hard copy of the invoice will always be sent along with your order. If you have not received an invoice, Contact us here and we will send it to you.

It may be that the items are still reserved for the unsuccessful order while our system updates. Kindly allow 10 minutes for the order to cancel and the stock to reappear online and then try again.

Returns and Refunds

Instead of having to fill in a boring paper-based returns form, you can now log into Zandex and complete the returns form online. Please see our returns policy for complete instructions on how to return your purchased item. Please note that returns can only be made within 14 days of the order being delivered.

Just follow the steps below to return an item/items

  1. Log into your profile
  2. Click the My Orders button
  3. Select the order you want to return
  4. Select the item/items you want to return
  5. Motivate your reason for returning the item/items
  6. Add a collection address
  7. Select a refund method – store credit or the method you initially paid with
  8. Click the Create Return button

You can initiate a return within 14 days for qualifying Jumia items.

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If your item is returned and is not in a resellable condition, your return will be rejected (unless returned as a defective item).

Once the return has reached the Vendor, each of the items will be inspected before the return is processed – this should happen within 72 hours of arriving at our Vendor – after which the refund or store credit will be initiated.

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 and 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.

If the package was delivered to you and you requested a pick-up, our delivery agent will schedule the collection of your return parcel. There will be 2 collection attempts made to retrieve the item(s) in 3 business days.

If you miss both attempts then your return request will be cancelled and you will no longer be able to return that item.

You will not be able to return an item after 14 days, unless the item is defective or the incorrect item was delivered

There are no charges for shipping a product back to Zandex.

Our refund process begins after we have completed the evaluation of your returned product. We will send you an email notification once the 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.

A refund voucher (otherwise known as store credit) can be chosen as a refund method for returns and is issued in the unlikely event of out of stock situations. The value is equal to the value of the product purchased. You can use Zandex Refund Voucher as voucher code to buy any item. A refund voucher is valid for 3 years and must be redeemed during this period. This refund voucher can be used on several purchases until depleted and your remaining balance is 0. You will find any vouchers issued on your profile by visiting Zandex Credit on your Zandex profile (please note that this is only visible on our website and not on our mobile apps)

You can only redeem one voucher or coupon code per order. When wanting to redeem a voucher or coupon you can either:

  1. Enter the code in the box provided on the Cart page.
  2. Enter the code in the box provided on the Checkout page.

How do I use my store credit?

Just follow the steps below to redeem your store credit

  1. Log into your profile (Your store credit will only be visible if you are logged into your profile. You can only use or test the code if you are logged into your profile as the code is user-specific.)
  2. Click the Zandex Credit button
  3. Select the item/ items you’d like to purchase
  4. Proceed to Checkout
  5. Manually add in your credit code (Please note: the code is case sensitive. Please ensure that there are no spaces before or after the code, as the code will not work)
  6. Click the Apply button

Promotional Coupons:

A Zandex promotional coupon can be used on Zandex.co.za only and may have limitations. Promotional coupons may be received via newsletter sign-ups, newsletters, social media promotions and other marketing activities.

Examples of limitations are a minimum spend amount, the coupon may not be valid on sale items, a validity and usage period, the 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 and have been gifted 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 if 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 Zandex. Store credit will be received only once the returned items have been processed by our team. To qualify for store credit, items must be returned unworn in its original packaging and not damaged.

Store credit can be used on your orders until the total store credit value has been used.

For items purchased on sale, the amount refunded will be the exact amount paid and not its original value.

For example: If you purchased an item on sale for R349.00 and its original value was R399.00, we will refund you R349.00.

If you purchased an item using a refund voucher (store credit), we will refund you the sum of the amount you paid and the value of the Zandex refund voucher redeemed on the item.

Yes, the refunded amount will also include the shipping amount you were charged.

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.

Depending on the refund method chosen and the banking institutions, the refund could reflect within minutes (voucher refund) to a maximum of 10 working days for card refunds.

Our refund process begins after we have completed the evaluation of your returned product. We will send you an email notification once the return examination is complete 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.

Delivery

We will send you regular updates about the status of your order via emails and SMS.

You can request for your order to be delivered to a different address within the same region or city, before your order is shipped. Please contact our Customer Service for more information.

You should always refuse to accept any open package, as we will not accept returns of electronics products unsealed (unless for defective reason). If you do accept such a package by mistake or find out it has been tampered with, please get in touch with our Customer Service Center  immediately.

We will attempt to deliver your order again the next working day. We will try to deliver a total of 2 times before cancelling your order.

No, delivery agents are not always able to contact customers before delivery. Please ensure someone is available to accept your order at your chosen address within working hours.

Estimated delivery timelines depend on the seller’s location. For example, an item from a seller in Johannesburg, for delivery to Cape Town will take longer than an item from a seller in Cape Town, to be delivered to Cape Town

Items sourced from different sellers are shipped separately to make sure that there is no delay in fulfilment of your order. Be rest assured that you will get all your items within the delivery period.

Yes! Your parcel can be delivered to any address convenient for you. Just enter your preferred address as your ‘shipping address’ during checkout.

No need to worry. We will help you replace your order at no extra cost.

We apologize for any inconvenience caused. Please contact our customer service  so that we can sort things out.

Accounts

  • Start by clicking “Your Account” and then sign up in the top right corner of your screen.
  • You will then be asked to provide some basic information.
  • When you have provided the required information, click submit to finish the sign-up process.
  • We will send you an email to welcome you to Zandex.
  • Click Your Account and then Login in the top right side of your screen.
  • Enter your registered email address and click Proceed.
  • Now click the Forgot your Password button to get an email on your registered account with instructions on how to set a new password.

To add an additional delivery address to your account:

  • Click Your Account in the top right corner of your screen (if you are logged in you would see your name there).
  • Now click Address Book in the left side of the screen.
  • Click on Add a New Address, enter the details of the new address and click on Save this Address.

To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one anytime from “Your Account”.

Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.

  • Click Your Account in the top right corner of your screen (if you are logged in you would see your name there).
  • In the contact details box, click change Password
  • Enter the required information and click “Submit”

We are unable to deactivate / remove customer accounts from our system completely. If you are concerned that your data has been compromised, change your password and contact our Customer Service team to notify us.

Please note that your data is secure with us and that we will investigate any concern around possible breaches with top priority

We miss you when you don’t visit us but will never deactivate your account. We may only consider in exceptional cases of customers suspected of fraudulent behaviour or with a very high order refusal rate.

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