Questions?

Secure Shopping

Your transactions are safe with us

 

Security and Privacy

Secure Connection

The entire Zenziwe website is served via a secure, private connection using HTTPS. Data sent using HTTPS is secured via Transport Layer Security protocol (TLS), which provides three key layers of protection:

Encryption, Data integrity and Authentication.

  1. Encryption

Encrypting the exchanged data to keep it secure from eavesdroppers. That means that while you are browsing a website, nobody can “listen” to your conversations, track your activities across multiple pages or steal your information.

  1. Data integrity

Data cannot be modified or corrupted during transfer, intentionally or otherwise, without being detected.

  1. Authentication

Proves that you communicate with the intended website. It protects against man-in-the-middle attacks and builds user trust, which translates into other business benefits.

Fraud Protection and secure card storage

Zenziwe ensures fraud protection and secure card storage by partnering with Peach Payments, a PCI-DSS Level 1 certified transaction platform and credit card storage vault.

Zenziwe does not have access to your card details.

3D Secure card protection

3D Secure is a new method of security mandated by the Visa and Mastercard Associations and managed by South African banks to enhance security of online transactions.

3D Secure provides an extra layer of security by requiring that the cardholder submits a second level of authentication when shopping online.

Mastercard’s product is called “SecureCode” and Visa’s product is called “Verified by Visa”.

Select your Bank

If your bank is not enrolled in 3D Secure, your transaction will still be secure and you will be able to continue to checkout.

Please contact your bank if you have any queries.

 

Delivery

Standard

Enjoy the convenience of having your order delivered to your door by one of our courier partners.

Delivery Fees:

For orders over R350, standard deliveries are FREE to main centres throughout South Africa.

For orders under R350, we charge a delivery fee of R90.

If you live in an outlying area and want your parcel sent directly to you, there is a set delivery fee of R100 irrespective of order value. This fee will be highlighted to you during checkout.

Expected Timeframes:

Standard delivery takes place during office hours. Unfortunately, you cannot select the exact date, or time, for the delivery. There are no standard deliveries after hours, over weekends or on public holidays. Please take this into consideration when selecting your delivery address.

Delivery timeframes depend on your delivery address, postal code, selected delivery option, and whether your order is being fulfilled from our George warehouse,

For central Garden route and Klein Karoo orders: usually 3-4 working days.

For other main centres and the JHB and CT surrounds: usually 3-5 working days.

For outlying areas: usually 3-8 working days.

Please note that during high volume periods like seasonal sales, Black Friday or Cyber Monday, Zenziwe reserves the right to extend their delivery timeframes. Zenziwe will ensure the customer is presented with the extended delivery times before committing to the order.

Delivery Availability:

If nobody is available at the address at the time of delivery, our courier will make a second attempt to deliver on the next working day. The courier will try once more (third attempt), and if at that time there is still no one to sign for the parcel, the parcel will be returned to our warehouse and a return will be processed for the goods. You will be refunded in the same payment method which was used for the order. Should a delivery fee have been charged on the order, this will not be reimbursed, given that the courier has attempted delivery on numerous occasions.

Post Office

If you are based in an outlying area, Zenziwe will deliver to your nearest post office for free if your order is over R350.

Should your order be under R350, post office delivery has a R50 delivery fee?

Stock Shortages

Every effort will be made to ensure that Zenziwe can fulfil your entire order once a purchasing contract (“sale”) comes into effect. However, if when packing your order, Zenziwe is unable to fulfil certain product(s) in your order:

Zenziwe will notify you thereof by emailing you and by allocating store credit to your v account to the value of the Rands paid/ Zenziwe gift vouchers used for the product(s) that could not be sent to you. Should you wish to be refunded for the products that could not be sent to you please reply to the email received, in order to inform our client service team that you wish to have your store credit converted into a refund. Your requested refund will be to your credit card should you have paid by credit card and into your bank account should you have paid by EFT. Kindly include your banking details in the email, should you be requesting an EFT refund.

In the event of a stock shortage, and you used a promotional/ discount coupon against all or part of the product(s) that cannot be fulfilled, Zenziwe will not allocate the value of the discount/ coupon as store credit. Please refer to the specific coupon terms and conditions for more information on whether the voucher will be reinstated and, if relevant, how the reinstated voucher will be sent to you.

If you become aware of the fact that product(s) is/are missing once you receive your parcel, and Zenziwe does not notify you thereof via email beforehand, please contact Zenziwe as soon as possible on +27 (73) 567 5932 or email support@zenziwe.co.za to notify Zenziwe thereof so that we can resolve the situation as quickly as possible. If contacting Zenziwe via email regarding missing the product(s), please use your order number and the phrase “missing product(s)” in your subject line of your email.

 

Returns and Refunds

How to return your order?

Can I exchange an item?

If the item you ordered was the wrong size, yes, we can help with an exchange for a smaller or bigger item. Please call our Team Z Support Team on 0783504802, so that they can request the exchange and keep your desired item on hold!

Unfortunately, we do not process exchanges for reasons other than size. In such cases, please follow the standard returns process, then place a new order for the desired item.

Collected by courier

If a courier delivered your order to your door you may request a collection via the same method on www.zenzniwe.co.za/returns.

Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. Our courier partner will collect the parcel from the address you provided.

Non-returnable items

Unless defective, the following product types may not under any circumstances be returned to Zennziwe:

For hygiene reasons, due to their nature: non-defective underwear and earrings. You may, however return swimwear, but we’ll only accept the return if the hygiene strip is still in position and it’s clear the garment has merely been tried on and not worn. We also request that you keep on your underwear when trying on our swimwear.

Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by Zenziwe.

Returning Defective Products

  1. General warranty:

If within 6 months of delivery of a product, you find that the product is faulty, not commercially acceptable, and unsuitable for the purpose generally intended (or otherwise expressly indicated by Zenziwe at time of purchase), or not legally or reasonably durable (based on the circumstances and product type) (“defective”);

Zenziwe will request pictures of the defective product and will arrange to collect such product / have it posted back, so that it can be inspected by the Zenziwe Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either:

(a) be fully refunded or

(b) have the product replaced at Zenziwe ‘s expense (the decision between repairing or replacing being that of Zenziwe ‘s depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ Outlet products will usually not be replaced).

If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having the item be redelivered to you.

A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if:

(a) the faults/damage are a result of normal wear and tear;

(b) damage arose from incorrect usage of the product;

(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.

  1. Supplier’s warranty:

Certain products may come with a supplier’s warranty. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.

If you redeemed a voucher against your purchase of the item you are returning, the value of the voucher will not be refunded to you. Zenziwe will however issue you with a replacement voucher to the same value with the same terms and conditions as the original promotion, provided that the promotion is still active.

Returning non-defective products

Save for certain products that are excluded from this policy (including purchases of underwear, swimwear and earrings), you are entitled to return any purchase concluded on Zenziwe, free of charge within 30 days of the product(s) being delivered.

Zenziwe will also pay the cost associated with collecting the return from you. In order to obtain a refund to the rand value of the purchased items being returned, the product(s) being returned must be sent back to Zenziwe in accordance with the return procedure.

Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging, with labels attached, and do not wear the product.

In particular, if you want to return non-defective jewellery (excluding earrings) and/or accessories (excluding underwear), please ensure the items are returned in the exact condition they were received in, and in their original packaging, with labels attached.