• Free Gauteng delivery for orders over R700 site-wide.                       • Nationwide free delivery on orders over R700 (excluding furniture, TVs & fridges).                      • Delivery fees auto-added to cart.


Q: What is the status of my refund?


Refunds for returns will be processed once the returned item has been received and inspected at our warehouse. It takes 3 to 5 days from collection or drop-off to receive and inspect the items at the warehouse. Once inspected it takes up to 5 working days for the refund to reflect in your account.

We’ll also keep you updated on the progress of your return and refund via email.


If items have been cancelled from your order due to an inventory error, we’ll notify you via email & issue a refund.

If you paid with Payfast, Snapscan or EFT we’ll request your banking details so we can transfer the money into your account. It will take 2 days to process the refund and up to 5 days for it to reflect in your account.

If you paid with Credit/Debit card, Mobicred, PayJustNow or Payflex we’ll transfer the money directly back to that account. It will take up to 5 days to reflect in your account.

Failed Delivery or Expired Collection

If we are unable to deliver your order, or you don’t collect from a pickup point within 7 days, we will cancel the order and return it to the warehouse. Once the items have been received back at the warehouse, we’ll issue you with a refund.

Q: Product On Hold?

Product On Hold

A product is on hold when your order has not been processed yet. We require 1-2 working days to pack and get your order ready for collection. Once your order has been processed your order status will change accordingly and you will be notified via email.

Q: Why isn’t my promo code/voucher working?

Why isn't my promo code/voucher working

Your order doesn’t meet the terms & conditions of the promotion.

Promotional codes have specific terms and conditions regulating when and how they may be used, such as minimum spend, qualifying product purchases and the expiry date. Terms & conditions will be issues on the email sent to you or on the offers page.

Look out for:

    • You have already applied a promotion to your cart.
    • You may only apply one promo code per checkout.
    • The code was for a specific user.
    • Min spend required.

For more information on promotional codes see our Terms and Conditions.

Q: How do I Iog a return?

How do i log a return
  1. Log in to your Takelada account or proceed with the log a return via our quick link at the footer of our website.
  2. Fill in all fields required and submit.
  3. Your return request will be processed by our staff, and they will make contact within 24-48 hours with the outcome and make the necessary arrangements for a seamless process.

Q: How do I Iog a refund?

How do I log a refund?
  1. Log in to your Takelada account or proceed with the log a refund via our quick link at the footer of our website.
  2. Fill in all fields required and submit.
  3. Your refund request will be processed by our staff, and they will make contact within 24-48 hours with the outcome and make the necessary arrangements for a seamless process.

Q: Our delivery and costs

Our Delivery and Cost

Takelada offers delivery to your home or office anywhere in South Africa within 5 – 7 working days.

Orders under R700: R99 delivery charge applies-nationwide.

Orders over R700 are free-nationwide.

Takelada reserves the right to amend delivery costs at any time.

Q: What payment methods are available?

What payment methods are available

Payment can be made by:

    • Visa & Mastercard (must be 3D Secure enabled)
    • Payflex
    • PayJustNow
    • Mobicred
    • Payfast
    • SnapScan

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

Q: Where is my order?

What is 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 current status of your order.  Alternatively, you may click on the Track my order at the footer of our website and enter the details required.

Unfortunately, our customer care team doesn’t have the possibility to speed up the delivery or give you more information than already provided via the tracking link.

Q: What are your hours of operation?

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: 09:00 to 17:00

We are not open on public holidays or weekends.

Q: Why was my order cancelled?

Why was my order cancelled

Payment hasn’t been received or allocated to your order

All our payment methods require payment to be made in checkout. If you don’t complete payment within 2 hours, your order will be cancelled.

There was an inventory error

Although we do our best to ensure our stock levels are accurate at the time of purchase, there are instances where they are unable to locate the item in the warehouse. If this happens, you will receive a notification that your item/order has been cancelled and you will be refunded.

We were unable to deliver your order to you

Our delivery partner will attempt delivery to your chosen address two times. If they cannot successfully deliver your parcels then they return the items to our warehouse for a refund.  You’re welcome to place your order again.

Here are some suggestions for making sure that your order reaches you:

    • Select a new date when you’ll definitely be available to receive your delivery.
    • Double check your daytime delivery address
    • Update your contact details to ensure that our couriers can reach you.
    • We suspect your order to be fraudulent.

We reserve the right to cancel or refuse to fulfil any order that we suspect of being fraudulent. This includes, but is not limited to, instances of suspected stolen credit cards and abuse of promo/offer incentives.

Takelada may request documentation to complete the necessary fraud checks. Takelada may cancel any order where the necessary documentation is not provided in a timely manner (usually within 24 hours).

Q: Can I change or edit my order?

Can I change or edit my order

Unfortunately, once an order is placed, we are unable to make any changes to it (e.g. change a size 5 shoe for a size 6 or add extra items to your purchase).

Q: Can I cancel my order?

Can I cancel my order

Once placed, orders cannot be cancelled. If you no longer want to receive the order, you can log a return online via our quick link at the footer of our website on receiving your parcel. The item will then be collected from you free of charge, and a refund (or exchange, if requested) actioned once the items are returned to our warehouse.

Q: Is Takelada secure?

Is Takelada secure

Takelada is 100% safe and secure. We use physical, electronic, and administrative safeguards to assist us in preventing unauthorized access, maintaining data accuracy, and correctly using your personal information.

Q: Why can I not see a payment method?

Why can i not see a payment method

The payment methods shown in checkout can vary depending on:

Your order value:

    • Payflex has a minimum order value and will only be offered on orders over this value.
    • Snapscan (for example) have a maximum order value and won’t be offered on orders over this value.

Items in your cart:

    • Gift vouchers can’t be purchased with delayed-payment methods like Mobicred, Payflex or PayJustNow.

Payment provider outages:

    • If a payment provider is having technical difficulties, we might disable the payment method temporarily until the issue is resolved.

Operational reasons:

    • Occasionally we’ll disable a payment method due to operational reasons.

Q: How do I pay for an order that is Awaiting Payment?

How do I pay for an order that is Awaiting Payment

To pay for an order in Awaiting Payment click the Pay Now button from your orders page or on abandoned cart email. This will launch checkout and you can complete payment with any available method.

Note you have 48 hours to complete payment before the order is cancelled.

Q: Why is my credit card payment not going through?

Why is my credit card payment not going through

If your card transaction has failed the most probable cause is a bank decline. Our credit card provider, acts as a middleman between Takelada and your bank to process online transactions. The ultimate authorization for a transaction comes from your bank.

Some common reasons include, insufficient funds, incorrect card details, exceeding daily limits, etc. Some banks automatically disable debit cards for online payments, so you may need to contact your bank to enquire further.

Q: Can I return any item?

Can I return any item

You can return unwanted product to us provided:

    • It is undamaged and unused, with the original labels and stickers still attached;
    • It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (excludes beauty products);
    • It is not missing any accessories or parts; and
    • The return is logged on the website within 30 days.

While we try to be accommodating with our Returns Policy, there are some items that cannot be returned.

Q: The item I received is not what I ordered?

The item I received is not what I ordered

We do our best to make sure that the product you ordered meets expectations and is as described on Takelada. From time to time we get it wrong and ship the incorrect item to you.

If you received something you didn’t order, please log a return with the reason “Incorrect item shipped”.

We will issue a exchange or refund when the incorrect item has been received at the warehouse.

Q: Can I get a refund for my delivery fee?

Can I get a refund for my delivery fee

Delivery fees are not refundable unless an order has arrived damaged, faulty, incorrect or missing.

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