FAQs
Frequently Asked Questions
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 orders@sassychic.co.za with your order number and our staff will be in touch with regards to your cancellation.
How long does it take to process my return?
Processing of returns (including acknowledgement of receipt of return form submitted, collection of the return and delivery to SassyChic premises) can take up to 7 business days from date of submission.
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 long does it take for me to receive a refund?
You will receive a refund within 14 business days of us receiving your returned item. The refund amount will be credited via Payfast, Payflex, Happy Pay or directly into your bank account depending on your selected payment method. If you have opted for an exchange or store credit, our turnaround time is 14 business days, but generally much faster.
Can I exchange a product for a different colour?
Yes, you can exchange the item within 30 days of receiving the item subject to stock availability. Please follow our returns procedure by submitting a return request on our website for all exchanges.
Can I return a SALE item?
You are able to return a SALE item, but it will be at a cost to you. You can return your item in person, via your own courier, via PARGO or you can use our courier partner. You will be charged a transport fee of R95.00 should you utilise our courier service. Please view the terms & conditions on our website, as all SALE items may be subject to their own unique returns policy.
There are NO RETURNS on any OUTLET or CLEARANCE items which are all marked final sale.
If I am not satisfied with the product’s quality after I have worn it, can I still return it?
No. You are not able to return an item after you have worn it and/or you have removed the tags.
Will I get charged for delivery on exchanged items?
No. The only charges incurred during the returns process are after 7 days or on SALE items for the collection should you use our courier partner service to collect. You will not be charged for the 2nd delivery if you opted for an exchange of items (different sizes, different colour, or replacement product) on your original order PROVIDED the exchanged item / order is R950 or more. If it is less, you will incur a delivery cost as per the usual delivery requirements.
Should I return an item after 7 days or 7 working days?
You must return your order within 7 regular days.
Can I change the delivery address of my parcel?
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 info@sassychic.co.za and we will assist you.
Where is my Coupon Code? It hasn’t been emailed to me as I can’t find it in my inbox?
Please kindly check your junk email folder. In the event that there is no email with your coupon code (for instance, your R250 sign-up coupon) please email info@sassychic.co.za.
How do I purchase a gift voucher?
You can purchase a gift voucher by scrolling to the bottom of any page on our website and finding the “Buy Gift Vouchers” option under the “My Account ”category in the footer menu. Fill in all the required fields and enter “continue”. The voucher will then be added to your cart and you can checkout. The gift voucher will be sent to the appropriate recipient via email once payment has been received.
How do I use a gift voucher?
Once you have received your gift voucher via email, you will need to apply it to your purchase. To do this, you will need to view your cart by finding the cart icon on your screen and clicking on the “view cart” option. Once you have done this, your cart window will open, and you will find the “Use Gift Voucher” option. Enter your voucher code and apply. Please see our Terms & Conditions page for more information.
How do I pay for my order?
We have two 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 (layby).
- PAYFLEX – PayFlex payments are now accepted. You can use any American Express, Visa or Mastercard card (Debit, Credit or Cheque) to make a Payflex payment.
HAPPY PAY – Happy Pay payments are now accepted. Happy Pay is an easy to use Buy-Now-Pay-Later platform. You can use any American Express, Visa or Mastercard card (Debit, Credit or Cheque) to make a Happy Pay payment.
Who do I contact when having trouble with my order?
You are more than welcome to contact us via the live chat function at the bottom of your screen on the SassyChic website. Usually, one of our friendly and helpful staff members will be able to assist you right away. In the instance that we are not able to assist you immediately (not during office hours, etc.) we will respond via email using the contact information that you have provided, to help you resolve your query as soon as possible.
What happens if an item is out of stock and I want to buy it?
Note that items are available while stocks last.
If there is an item that you want to buy and it is marked “out of stock”, you can email SassyChic at info@sassychic.co.za with the product name/code and we will be in touch. We also recommend subscribing to our newsletter, so we are able to keep you updated on all new arrivals.
Which delivery options are available?
You can opt for courier delivery with our courier partner. Alternatively, you are also able to collect your package from our offices in Johannesburg, South Africa or pick a PARGO collection point.
What are the delivery charges?
There is no delivery charge for local orders over R1000.00 . Should your order total be less than R1000, a R105.00 delivery fee will be added to your purchase.
This fee is applicable for all delivery options (courier & PARGO).
Please refer to delivery information for international shipping charges.
How long do deliveries take?
Deliveries via our courier partner or PARGO typically take between 1 – 5 working days. In many instances, if you’re living in one of the main city centres, orders will reach you quicker than this, usually within a day or two.
International deliveries via DHL can take up to 10 working days. Please keep in mind that you are able to track your parcel by using the tracking information which will be sent to you once your order is dispatched.
For collections, we will notify you as soon as your package is ready for collection from our offices.
*Delivery periods are calculated based on business days only, which means that Saturdays, Sundays and public holidays are not taken into account when calculating delivery periods.
** We do not keep any stock on hand of BEAUTY items which means there may be some instances where delivery may take longer than the stipulated delivery period above.
What if I’m not available during delivery hours?
If you are only available at a certain time during the day while expecting your delivery, please mention this in the “comments” section when placing your order. It is advised that you mention the hours that you will be available so that we are able to arrange for your package to be delivered during that time frame.
*Please note that we cannot schedule an exact time on any deliveries or give an exact ETA on your order.
**We also cannot redirect any orders which have already left our premises and are in our courier partner’s custody.
How can I keep track of my order during the delivery process?
Once your order has been processed, you will receive your waybill and tracking number via email. You can use this information to track your parcel, either on our courier partners website or PARGO website (depending on the delivery option you chose).
If my order gets lost en-route during delivery, who takes responsibility?
SassyChic takes full responsibility for this if the delivery is via our courier partner. You will be refunded or a replacement item will be sent to you.
I would like SassyChic to stock my products – how do I go about doing this?
Firstly, we’re really honoured that you’d like to supply our online store! Kindly email your latest lookbook, wholesale catalogue and pricelist to info@sassychic.co.za. Due to the high volume of stockist queries we receive, we will endeavor to respond to your email as soon as possible. If you do not hear from us, it simply means we have added you to our list of potential suppliers for the next season and will be in touch at a later stage.
Do you have a showroom where I can come shop in person?
SassyChic.co.za is an exclusively online store.
Care guide for your clothing:
- Always read the label of your garment and follow the instructions given in order to maintain quality.
- It is always advised that you wash colours with like colours, separating into groups of dark, white and colours.
- Group towels and heavy linen and wash separately from your clothing.
- Group together delicates or cold-wash only items.
- Never attempt to wash garments that call for“dry-clean only”, as these are delicate items that may lose their colour, shine, texture or embellishments during the washing process.
- Turn your garment inside out before washing.
- Avoid using too much washing detergent.
- Avoid using fabric detergents that contain bleach.
- Do not iron prints, trims or embellishments.
- Stains and spills become more stubborn the longer they are left on the garment. It’s best to address them immediately.
- Do not pull on a loose thread, rather snip it off to avoid ruining more of the stitching.
- Ladies, dress after you’ve done your hair and makeup – trust us, this one is a life-saver!
