Good To Know When Shopping Designer Online in South Africa

As The Shopping Cart also sells designer fashion and accessories in addition to everyday brands, we understand these purchases are not as simple as just buying an everyday item.

Shoppers spend time researching, saving and looking for a great luxury piece that they will love and enjoy for years to come and most importantly ensuring they find a trusted site to buy from.

To help you along this journey we have put together this blog so you can also understand how the law protects you with regards to online purchases.

Online Store Policies

We have all at some point or another seen some online stores stating on their website “all sales are final” or, you can return it but only for store credit. And yes - this may be their online store policy but as for our rights as a South African purchasing from a local e-commerce site we are afforded additional protection. This overrides any store policy where the ECT Act cooling-off right applies.

We are not going to take you through the entire ECT Act but the parts that are good to know when you are embarking on higher value purchases.

It is also important that when you are purchasing online that you ensure there is some sort of footprint. What we mean is, should you have issues down the line, this site actually exists for the long-term and it isn’t just here today and gone tomorrow with nothing left to trace.

The ECT Act

As per the Electronic Communications and Transactions Act (ECT), we have a 7-day cooling off period from the date an item is received and the refund must be made within 30 days of cancellation. This comes in handy when you are buying online from images and descriptions, and more recently the added concern of AI reworked images.

As we all know, sometimes an item could arrive and it’s just not working for you. Whether that’s because it doesn’t suit you in person, it looks different from the photos or you’ve simply changed your mind, you can return it within 7 days of receiving the item for a refund. There are also certain exceptions such as personalised items and you can find all of these under the Act.

A Simple Process to Follow

Once you receive your order – try it on as soon as possible.

Do not cut off tags, destroy packaging and if you receive something like a pair of shoes - try them on a carpet to avoid any wear or damage so your item literally stays just like you received it.

Please note this blog is not referencing damaged items; it is specific to receiving an item and having a change of mind.

You Want to Return It

Some online stores may insist “as per our website, there are no returns”, “it was on sale”, “you have to take store credit” or “you completed your order therefore you accepted our terms and conditions”. This is not the case when it comes to the South African law, specifically the ECT Act. You are allowed to return it within the 7 days of receiving it. Push back.

Make sure you document the returns process from beginning to end so that you have evidence if things do not run smoothly. Keep in mind you will have to pay for the return unless otherwise stated.

Start an email trail immediately confirming you do not want the item and you will be sending it back for a refund. If you are using an online returns process capture images, dates and save them – rather be safe than sorry.

Re-package the item carefully, make sure all the tags are still attached, any accessories are included and everything is the same as you received it. We would even go as far as recommending taking a video of your original unboxing after receiving the item and when you are physically wrapping it up to return so you have actual video evidence of what it looked like from arrival to the point you send it back.

Keep track of the return and save the proof of delivery from the courier company – most of them allow you to do this on their website.

What Do I Do If They Still Refuse to Refund Me

Despite your attempts to resolve this with the seller, they are still uncooperative or not giving you a valid reason why they are not refunding your money. You can log the issue with the Consumer Goods and Services Ombud (CGSO). Include all the information they request, along with the evidence that you tried to resolve this yourself.

The CGSO facilitates resolution and can make recommendations. They can look into your case and this does not cost you any money - they are there to help.

Shopping Online at The Shopping Cart Fashion Boutique

Even though this is the law, there are shoppers who are still unaware of this.

Before you make a purchase, The Shopping Cart assists in the following ways. On our website, we provide images of the exact item taken in natural light, along with detailed descriptions including size, condition and what is included with the item. On request we can also send you more images with different angles or lighting options, a video or even schedule a Teams meeting showing you the actual item in the flesh.

After purchase, The Shopping Cart follows the South African consumer protection legislation and if you are not completely satisfied with your purchase and everything is as you received it, you can return it for a refund. We do not need your reasons and we won’t force a store credit unless you specifically ask for it.   

You can also find The Shopping Cart on Google as a verified business, with 5-star customer reviews, although we know not everyone wants to publicly announce their pre-owned fashion finds! We are active on social media, including TikTok and Facebook, where you can follow our latest pieces, videos and updates. And should you prefer speaking to an actual person, our founder, Ursula, can also be reached through WhatsApp, email and phone calls.

Buying designer clothing, handbags, shoes and even fashion accessories should be a hassle-free and exciting experience.

We hope this helps in your future fashion endeavours.