Last updated: 10 September 2026
We want you to be happy with what you buy from us. This page explains how to return something, and sets out the rights South African law gives you as an online shopper.
The short version
- Changed your mind? You have 7 days from delivery to cancel an online order, no reason needed.
- Something faulty? You have 6 months, and you choose repair, replacement or refund.
- Easiest option: bring it back to our Fordsburg store during trading hours.
1. Cancelling within 7 days (your ECTA right)
Because you bought online, section 44 of the Electronic Communications and Transactions Act gives you 7 days from the day you receive your order to cancel it, without giving any reason.
To cancel, email info@shopae.co.za or WhatsApp +27 69 002 5584 within 7 days of delivery, quoting your order number. Return the item unused, undamaged and in its original packaging.
We will refund the full purchase price within 30 days. You pay the cost of returning the item to us, unless it was faulty or we sent the wrong thing.
2. If your item is faulty, unsafe or not as described (your CPA right)
Section 56 of the Consumer Protection Act gives you a 6-month warranty on everything you buy from us. If within 6 months of delivery an item is defective, unsafe, or not fit for the purpose it is ordinarily used for, you may return it and you choose whether we:
- repair it, or
- replace it, or
- refund you in full.
The choice is yours, not ours. This costs you nothing – we cover return transport for faulty goods. This right is in addition to any manufacturer guarantee.
3. Damaged in transit
Please check your parcel when it arrives. If anything is damaged, tell us within 48 hours with a photograph and we will replace or refund it at no cost to you.
4. Wrong item sent
If we sent the wrong item, contact us and we will collect it and send the correct one at our cost.
5. How to return something
- Contact us first – email info@shopae.co.za or WhatsApp +27 69 002 5584 with your order number and what is wrong.
- We confirm how to return it and give you a returns reference.
- Send it back or bring it in – post it to 23 High Road, Fordsburg, Johannesburg, 2001, or hand it in at the store Monday to Friday, 9:00 – 17:00.
- We inspect and resolve – we will email you once received, and process your repair, replacement or refund.
6. How refunds are paid
Refunds go back to the original payment method – normally the card you paid with, through Yoco. Once we have approved the refund it usually reflects within 5 to 10 working days, depending on your bank.
If it has not arrived after 10 working days, contact your bank first, then let us know and we will follow it up with Yoco.
7. What we cannot accept back
For hygiene and safety reasons we cannot accept returns of the following, unless they are faulty:
- Personal care and grooming items that have been opened or used
- Earrings and other pierced jewellery
- Food and consumable items
- Items made or ordered specially to your specification
- Gift cards
Nothing in this section limits your rights under the Consumer Protection Act if an item is defective or unsafe.
8. Items bought on sale
Sale items can be returned on the same terms as anything else. A refund will be for the price actually paid. Please keep your invoice or order confirmation as proof of purchase.
9. Exchanges
The quickest way to exchange something is to bring it into the store. Otherwise, return it to us for a refund and place a new order, so you are not waiting on stock.
10. If we cannot agree
Please talk to us first – almost everything gets sorted out with a phone call. If we cannot resolve it, you may refer the matter free of charge to the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission (thencc.gov.za).
Contact us
Shop AE
23 High Road, Fordsburg, Johannesburg, Gauteng, 2001
Telephone / WhatsApp: +27 69 002 5584
Email: info@shopae.co.za
Monday to Friday, 9:00 – 17:00