FAQ's
Frequently Asked Questions
Orders
Can I cancel or change my order?
Orders usually cannot be changed or cancelled once they have been processed. If you need help, contact our online store at online@tsonga.com .
What happens if an item is out of stock?
If an item in your order is out of stock, please contact our online store to assist with a solution. For help, email online@tsonga.com . We do not back-order out-of-stock items.
My coupon code for subscribing is not working?
This coupon must be captured at checkout – the discount code only applies to full priced items. Sale items will not be discounted further.
If you are experiencing difficulties with the order process, please reach out to customercare@tsonga.com and they will assist you during the following hours Mon – Thurs 7:30 to 16:30 and Friday 7:0 to 15:30.
Payments
What payment methods do you accept?
Debit/Credit Cards (Visa and Mastercard)
ApplePay & GooglePay
CapitecPay
Happy Pay
Pay Just Now
EFT
How do I order using a Tsonga gift voucher?
Please contact customer care at customercare@tsonga.com. Please provide us with the details of the item you want to order and a copy of the voucher you wish to use. They will assist you by placing the order on your behalf.
Can I purchase a Tsonga Gift voucher?
Please contact customer care at customercare@tsonga.com for assistance.
Shipping
How long will it take to receive my order?
Orders are processed in 5 to 7 working days, with delivery taking up to 5 working days after collection.
What is your shipping policy?
We offer free shipping in South Africa on orders over R1 500. Orders under R1500 are charged at R110 for door-to-door delivery or R85 for click & collect. SADC and international shipping rates are calculated at checkout.
Do you offer overnight/express delivery?
We do not offer this service.
How can I track my order?
Once your order is fulfilled, you will receive a shipping confirmation email with your tracking number. South African orders are shipped with Aramex, and SADC or international orders are shipped with DHL.
Do I have to pay customs duties and taxes?
Yes, where applicable. Any customs duties or taxes are the customer’s responsibility.
Returns & Refunds
What is your returns policy?
South African orders can be returned within 21 days of receipt if items are unworn, unused, and in their original packaging. We do not accept returns on SADC or international orders. Please log in to your account at www.tsonga.com and log a return. Alternatively, you can email returns@tsonga.com.
Can I return my online order to a Tsonga store?
Yes. Online orders may be returned to any Tsonga Concept Store in South Africa for an exchange or refund, provided the return conditions are met. Find your nearest store here https://tsonga.com/pages/store-locator
How long does a refund take?
Refunds are processed after the item has been received and inspected. Please allow 5 to 10 working days for the process to be completed.
My refund is not reflecting?
Please note refunds to cards back date to the original purchase date, so please ensure you check your statement back to the purchase date. If you cannot trace your refund, please contact our accounts department – accounts@tsonga.com for assistance.
Do you refund shipping fees?
No. Original shipping fees are not refundable.
Can I exchange an item?
Yes – Full Priced items can be exchanged. Let us know the replacement product or size you need so it can be reserved, subject to availability.
Can sale items be returned or exchanged?
Sale items may be returned for a refund within 21 days of receipt. Exchanges are not available for sale items as stock cannot be reserved, so we suggest you place a new order and return your original purchase for a refund.
Warranty & Faulty Items
What should I do if my shoes are faulty?
Please send your order or receipt number, a short description of the issue, and clear photos or videos showing the fault. Please contact customercare@tsonga.com or via WhatsApp on +27 65 809 1284.
Are international warranty claims accepted?
Yes, but international warranty claims are assessed using photos and videos only, as international returns are not accepted.