How can we help?

My Orders

4 questions

How do I track my order?

Go to My Orders in your account. Once your order is dispatched you'll receive an email with a tracking link. Standard delivery takes 2-5 business days.

Can I change my delivery address?

You can update your address before your order is packed. Go to My Orders, select the order, and click Edit Address. Once packed, address changes are not possible.

How do I cancel an order?

Orders can be cancelled within 24 hours of placing them if not yet packed. Go to My Orders and select Cancel Order.

What if items are missing from my order?

Contact us via the Contact Us page with your order number. We'll investigate and respond within 1 business day.

Returns

4 questions

What is your return policy?

Most items can be returned within 7 days of delivery, unused and in original packaging. See the Returns & Refunds page for the full list of excluded items.

How do I initiate a return?

Go to My Orders, select the item, and click Request Return. We'll arrange collection or provide a drop-off address.

How long do refunds take?

Refunds are processed within 5-7 business days of receiving the returned item, to your original payment method or your Offers On wallet.

Can I exchange an item?

We process exchanges as a return followed by a new purchase. Return the original item and place a fresh order for the replacement.

Delivery

4 questions

Which areas do you deliver to?

We deliver to major centres across South Africa including Johannesburg, Cape Town, Durban, Pretoria, and surrounding areas. Enter your address at checkout to confirm availability.

How long does delivery take?

Standard delivery takes 2-5 business days. Same-day delivery is available in select Johannesburg areas.

What are the delivery fees?

Delivery fees are calculated at checkout based on your location and order size. Orders over R500 qualify for free standard delivery.

What happens if I miss my delivery?

Our courier will attempt delivery twice. You'll receive an SMS with options to reschedule or collect from a nearby facility.

Payments

4 questions

What payment methods are accepted?

We accept Visa, Mastercard, and American Express (via Yoco), EFT, and the Offers On wallet.

How does the Offers On wallet work?

Your wallet stores credit from refunds and promotions. Use it at checkout as partial or full payment, or top it up manually.

Why was my payment declined?

Declines are typically caused by insufficient funds, incorrect card details, or a bank security block. Try a different card or contact your bank.

Will I receive a VAT invoice?

A VAT invoice is emailed to you automatically after every successful order.

My Account

4 questions

How do I change my password?

Go to Account Settings and select Change Password. You'll need your current password to confirm.

How do I update my contact details?

Go to Account Settings to update your name, email address, and phone number.

How do I manage my delivery addresses?

Go to My Addresses in your account to add, edit, or remove saved addresses.

How do I delete my account?

Contact us via the Contact Us page to request account deletion. We'll process your request within 5 business days in line with our Privacy Policy.

Selling

4 questions

How do I become a vendor on Offers On?

Apply through the Vendor Registration page. We review applications and respond within 3-5 business days.

What commission does Offers On charge?

A flat 10% commission on the gross sale price including VAT.

When do vendors get paid?

Payouts are processed 7 days after a successful order is delivered, to your registered bank account.

How does Pre-Stock fulfillment work?

You ship stock to our hub (max R5,000 value per shipment for new vendors). We store, pick, pack, and dispatch orders on your behalf.