Due to the Covid-19 lockdown, we will be processing Cape Town orders only until Wednesday, 25th March 2020 at 2pm, any orders placed after will be processed from the 20th April. Exchanges and returns will be processed from 20th April 2020. Please accept our apologies for any inconvenience caused. Stay healthy and safe during this time!

FAQ

ORDERING

Question: How do I shop on the Shoetopia website?

Answer: We love you, so we have made shopping with Shoetopia as simple as possible. You can browse through our various product selection menus to find what you’re looking for. If you already know what you want, you can use the search bar to help you find the product you require quickly and easily.

Once you’ve found your solemates, all you have to do is add them to your shopping cart. You will then be taken to the checkout screen where you can either choose to checkout or continue shopping (you can never have too many shoes!). Should you select the checkout option, you will then be asked to enter your delivery details as well as select a payment type. Once payment clears, we’ll deliver your solemates straight to your door within a few days.


Question: How do I track my order?

Answer: Once Shoetopia has dispatched your order, we will send you an email containing the courier tracking number for your order, along with the courier contact details. Please note that we can only provide you with a tracking number the morning after your item has been dispatched as waybill numbers are only provided to us by our couriers in the evening.




PAYMENT

Question: What happens if the item I purchase is out of stock?

Answer: Should the item you have placed an order for be unavailable within the usual delivery period, Shoetopia will contact you right away and notify you of the situation. You will then be given the option of cancelling or amending the order, or waiting for new stock to become available. Don’t worry, either way we’ll make sure you get your solemates ASAP.




SECURITY AND PRIVACY

Question: Do you sell grey or parallel imported goods?

Answer: Absolutely not, Shoetopia offers only authorised products with full South African product support! Due to the fact that all our stock is in South Africa, delivery is speedy – just the way you expect. Please do note that if you have purchased a grey product(s), no product support will be available to you in South Africa.


Question: I have bought goods from other online sites but when I have gone back for support, their sites do not exist. How can I be safe in the knowledge that the same thing will not happen with you?

Answer: We understand completely that internet shopping can often be a nerve-racking experience. That’s why we created Shoetopia – a safe, hassle-free, guaranteed smooth shopping experience. No fakes, no games, no worries. Feel free to call Shoetopia if you have any questions or concerns. We’re eager to answer your call with a smile and set your mind at ease. Please do note that if you have purchased products through other sites, unfortunately we cannot give support for goods which have not been purchased through Shoetopia, so please do your homework before buying.




DELIVERY

Question: How long will I have to wait for my Shoetopia delivery?

Answer: Shoetopia strives to fulfill orders as soon as possible. Under normal circumstances, the time it takes from when an order is placed until it is dispatched for delivery is approximately 3 working days. For payment by bank deposit, no dispatch occurs until the money has cleared. As soon as we have the money though, we will send your solemates through to you!

Below are approximate times taken from the time of dispatch to the receipt of goods:

  • Main Centre Express: 2 to 3 working days
  • Regional Area Express: 3 to 5 working days

PLEASE NOTE: During a SALE, there will likely be a delay in delivery, totalling between 7 and 14 working days

Should an order be particularly heavy or bulky, an additional working day may be required


Question: What do I need to present when I accept my delivery?

Answer: You may be requested on delivery to produce your ID and/or credit card for fraud prevention purposes. Also please note that deliveries will only take place during business hours and that after hours delivery will incur additional costs.




RETURNS AND EXCHANGES

We know it’s disappointing when the shoe doesn’t fit, but don’t stress! We will happily take them back if you are unhappy – as per our site’s return policy. Please take note of this important instruction before returning the shoes to us:

We may deliver your shoes in two boxes, an outer box, and an inner box. The outer box is a hard delivery box and the inner is a branded shoebox. Please return the shoes in BOTH boxes. If the inner box is damaged, unfortunately we cannot accept the return and you will not be liable for a refund (minus delivery costs). So, please make sure to look after our precious shoe boxes and everything will work out just fine for Shoetopia and you, our valued customer.


Question: How do returns work?

Answer:If you’re not happy with your purchase for whatever reason, you may return the goods to Shoetopia within seven days of receipt. You will then get a full refund minus any direct costs incurred by Shoetopia associated with the order – such as redelivery costs

The goods must be returned with all packaging, documentation, and be undamaged in any way. A written reason for the cancellation must also accompany the returned goods. We want to know what happened so we can improve our service to you in the future.


Question: Can I cancel my order? What happens if I am not happy with the product I receive?

Answer: According to the Distance Selling Act, you have 7 days to cancel your contract following the day of the arrival of the goods. The goods must be returned to us in the condition they were dispatched, complete with all packaging and in a re-saleable state. The goods remain YOUR responsibility until they are received and signed for by us.

If an unwanted product is returned and exchanged for a different product, you will be charged or refunded any price difference, and you will be charged for the return shipping.




CONTACT

Question: How do I contact Shoetopia and what are your trading hours?

Answer: We have tried to make contacting us as simple as possible. You can use the email contact form option by going to the "contact us" page, but you can also email us directly at info@Shoetopia.co.za and one of our friendly staff members will be happy to assist you. Our trading hours are Monday to Friday: 8:30am – 5pm (excluding public holidays).