FAQ
Where is my order? How can I track the status of my order?
We’ll email you whenever the status of your order changes. You can also track your order by navigating to My Orders (under the My Account section of our website). Here you’ll see a history of your purchases, estimated shipping times, and the status of pending orders.
Unfortunately, our customer care team doesn’t have the possibility to speed up the delivery or give you more information than was already provided via the tracking link.
Where is my order? How can I track the status of my order?
We’ll email you whenever the status of your order changes. You can also track your order by navigating to My Orders (under the My Account section of our website). Here you’ll see a history of your purchases, estimated shipping times, and the status of pending orders.
Unfortunately, our customer care team doesn’t have the possibility to speed up the delivery or give you more information than was already provided via the tracking link.
What are your hours of operation?
Our website never closes – you are free to purchase 24 hours a day, 365 days a year.
If you have a query you can reach out to us through the Contact Us form. Our agents will get back to you within 24 hours.
If you would like to speak to an agent, our Customer Service team are available at the following times:
Monday-Friday: 08:00 to 17:00
Public Holidays*: 10:00 to 13:00
What payment methods are available?
Payment can be made by:
- Instant EFT through Payfast
- Cash on Delivery (subject to availability)
For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.
Payment methods shown in checkout are subject to availability and limitations depending on your cart value, items, delivery location & method and prior purchase history.
What are the return methods and collection fees?
Dotcomsa offers 2 return methods
Courier Collection: Our couriers will send you an SMS reminder the morning of your selected collection date. Once collected, your return will be delivered to our warehouse for inspection.
Drop-Off: You can drop your return at a Dotcomsa drop-off point. You have 7 days to drop your return parcel at any Takealot drop-off point in this list and it will be delivered to our warehouse for inspection.
Your first return logged will be at no charge to you.
Subsequent returns logged in the same order may be subject to a collection fee of R30 and will be deducted from your refund when logging a return for an unwanted product or Not what I ordered product.
Alternatively you can choose to drop off one of these returns at a Dotcom drop-off point at no charge
The item I received is not what I ordered?
If we accidentally delivered the wrong product to you, or if the product is not as described on the website or app, please notify us within 30 days.
Log into your Dotcomsa account and enter the order for the item you want to return.
Select the reason Incorrect item or size received and complete the steps to submit your return.
After your return has been delivered to our warehouse for inspection we will be in touch with you via email.
Can I change my collection address for a return?
We are unable to change an address after your return has been logged. You can contact us to cancel the return and then log a new return for a different collection address.
Alternatively you can contact us on 066 200 3202 to reschedule your return collection if you will be available at your current collection address at a later date.
Can I cancel an order?
Provided you have not received a confirmation email of dispatch for your order and a waybill and tracking number, you can still cancel your order. If you have indeed received your waybill and tracking number, you cannot cancel your order. Instead, you will need to wait to receive your order and then follow the returns procedures as per our website. See RETURNS POLICY.
How can I cancel an order?
If you have not received a confirmation email of dispatch for your order and a waybill or tracking number (as mentioned above), you can still cancel your order via email. Please email us on [email protected] with your order number and our staff will be in touch with regards to your cancellation.
Do I need the original packaging to return an item?
In all cases, the item returned must be in its original packaging with all tags still attached. If any goods were delivered to you without tags, you must advise us via email to this effect within 24 hours of receipt.
How do I use a coupon?
In any instance, you will receive your coupon code via email. Once you have received a coupon code, it will need to be applied to your purchase in your shopping cart, before checking out. To do this, view your cart by finding the cart icon on your screen, then selecting the “view cart” option, after which your cart window will open. You will find the “Use Coupon Code” option below the list of items currently in your cart, where you will then be able to enter the code provided. Please see our Terms & Conditions page for more information.
Why is my coupon code not being accepted?
You need to ensure that your order meets the requirements for the coupon code to be used. For instance, the Newsletter Sign-Up Coupon is not usable on SALE or any promotional items, and requires a minimum amount spent (please see our terms & conditions page for more information on this) in order to be redeemed. If you have checked the terms & conditions of your coupon and meet the requirements, but your code is still not being accepted, please email us on [email protected] and we will assist you.
How do I pay for my order?
Currently we have one payment options:
- PAYFAST – When selecting this payment method, you are able to make an immediate payment using a credit card, debit card, instant EFT, or Mobicred.