Refund policy

Returns, Exchanges & Refund Policy

By placing an order with The Shopaholic, you acknowledge that you have read, understood and agreed to this Returns, Exchanges & Refund Policy.

The Shopaholic is a made-to-order clothing brand. This means that many of our garments are cut and sewn after your order is placed, rather than mass-produced and stored in large quantities.

We do this so that we can offer a wide range of styles, sizes and colours while still producing and dispatching orders quickly.

Because every order uses fabric, labour, production time and team capacity, we kindly ask our customers to shop intentionally and use our size guide, WhatsApp support, showroom fitting option or sample-order option before placing large or multiple-size orders.

How to request a return or exchange

To request a return or exchange, please contact us directly:

Email: order@the-shopaholic.com
WhatsApp: 0760669010
Website: https://theshopaholic.co

Please include your order number and the reason for your return or exchange.

Returns, exchanges, deliveries or drop-offs must be arranged with us in advance. We will not be held responsible for unannounced or unexpected parcels or drop-offs at our HQ.

We are only able to assist with returns or exchanges for orders placed directly on https://theshopaholic.co. If your item was purchased from a third-party stockist or website, please contact them directly.

Returns window

Return or exchange requests must be submitted within 7 calendar days of receiving your order.

Items must be returned in their original condition, unworn, unwashed, unaltered and with all original tags and labels attached.

We may, at our discretion, allow a goodwill return or exchange outside of this period, provided the item meets our return conditions. Goodwill returns are not automatic and may be subject to a service/restocking fee or refunded as store credit.

Made-to-order items

A standard made-to-order item is an item ordered from our normal website options, such as our listed styles, listed colours and standard size options.

Because standard made-to-order items are produced specifically after your order is placed, we encourage customers to order carefully and avoid ordering multiple sizes for the purpose of trying on and returning.

If you are unsure about your size, length or fit, please contact us before ordering, visit our showroom for a fitting, or place a smaller sample order first.

Where a standard made-to-order item is eligible for return, it must meet all return conditions listed in this policy.

Custom, altered or personalised items

Custom, altered or personalised items are not eligible for return, refund or exchange unless they are defective, incorrectly supplied, or do not match the agreed order.

This includes, but is not limited to:

  • Custom colours not listed as standard online options

  • Custom lengths

  • Custom sizing requests

  • Style changes

  • Neckline, sleeve, slit, hem or fit changes

  • Items made according to a customer’s specific request

  • Items altered after purchase

  • Any item that is not part of our standard online offering

Please make sure that all custom requests are correct before placing your order.

Exchanges

We are happy to assist with exchanges where possible.

Exchanges may be done at our HQ by prior arrangement only. Walk-ins or unarranged visits may not be accommodated.

There is no handling fee for a first-time exchange on eligible full-priced items. Repeat exchanges may be charged a R50 exchange handling fee per exchange.

If you are unsure about sizing, length or fit, we strongly recommend using our showroom fitting option or contacting us on WhatsApp before placing your order.

Items purchased using a discount code on a full-priced item may be exchanged, provided they meet our exchange conditions.

Returns for refund or store credit

Where an item is eligible for return, the following refund options may be offered:

1. Store credit

You may choose store credit instead of a cash refund.

Store credit:

  • Does not expire

  • Can be used across multiple purchases until the balance reaches R0

  • May include a 10% bonus as a thank-you for choosing store credit instead of a cash refund

Example: If your eligible return value is R1,000, you may receive R1,100 store credit, less any applicable delivery deductions where relevant.

2. Cash refund

Eligible cash refunds will be processed via EFT after the returned item has been received and inspected.

Original delivery fees are non-refundable.

If your order originally qualified for free delivery, the actual delivery cost of R85 will be deducted from your refund where applicable.

Refunds are processed within 14 working days after we receive and inspect the item.

3. Split refund option

At our discretion, we may offer a split refund, where a portion is refunded in cash and the balance is issued as non-expiring store credit.

This may apply to approved goodwill returns where the return is not due to a defect, incorrect item or error by The Shopaholic.

Service/restocking fee for goodwill returns

Because each garment is made, handled, packed, inspected and processed by our team, approved goodwill returns may be subject to a service/restocking fee.

This may apply where:

  • The return is not due to a defect or error by The Shopaholic

  • Multiple sizes were ordered for try-on purposes

  • A large order is returned in part or in full

  • The return is requested outside the standard return window

  • The item requires steaming, repackaging, relabelling or quality checks before resale

For approved goodwill returns, the following may apply:

  • A R75 service fee per returned item for returns of 1–2 items

  • A 10% restocking fee per returned item for returns of 3 or more items

This fee does not apply to defective, incorrect or legally protected returns.

Multiple-size orders and sample orders

To protect our made-to-order process, we do not encourage customers to order multiple sizes of the same item for the purpose of trying on and returning.

If you are unsure about your size, we recommend:

  • Contacting us on WhatsApp for sizing help

  • Visiting our showroom for a fitting

  • Ordering one sample item first before placing a larger order

  • Using our alteration service where available

For larger orders or customers wanting to test the fit, fabric or sizing, we are happy for you to order a sample item first and then place your bigger order once you are happy.

Where multiple sizes of the same style are ordered and returned, The Shopaholic may treat the return as a goodwill return and apply a service/restocking fee where legally permitted, unless the return is due to a defect, incorrect item, or another legally protected reason.

Items that cannot be returned or exchanged

The following items are not eligible for return or exchange unless defective or incorrectly supplied:

  • Gift cards

  • Sale items

  • Final-clearance items

  • Custom, altered or personalised garments

  • Items made to a customer’s specific measurements or requests

  • Bodysuits, swimwear or intimate/sanitary garments

  • Items purchased from third-party stockists

  • Items without tags or labels

  • Items that have been worn, washed or altered

  • Items with odours, including perfume, smoke, deodorant, body odour, detergent or signs of washing

  • Items with marks, stains, fake tan, oil, pet hair or signs of wear

  • Items damaged due to incorrect garment care

Garment care and damage

We are not liable for damage caused by incorrect wear, storage or garment care.

This includes, but is not limited to:

  • Rubbing against rough or textured surfaces

  • Colour transfer from other garments, bags or accessories

  • Leaving garments damp in a bag

  • Incorrect washing or drying

  • Ironing or steaming damage

  • Stains, fake tan, deodorant, oil or perfume marks

If an item is returned with signs of wear, damage, odour, stains or washing, the return will be rejected.

Defective, incorrect or damaged items

If you receive an item that is defective, damaged or incorrect, please contact us within 7 calendar days of receiving your order.

Please send:

  • Your order number

  • Clear photos or videos of the issue

  • A short description of the problem

Where the issue is confirmed, we will assist with the appropriate remedy, which may include repair, replacement, exchange or refund, depending on the situation.

Promotional orders, bundles and free gifts

Items purchased as part of a promotion, bundle or free-gift offer must be returned together.

For example, if you purchased 3 tops and received 1 free top, you may not return only the 3 paid tops and keep the free item.

If the full promotional bundle is not returned, the value of the free gift or bundle discount may be deducted from the refund or store credit.

Shipping

Customers are responsible for the cost of returning items, unless the item is defective or incorrectly supplied.

Original delivery fees are non-refundable.

If your order qualified for free delivery, the actual delivery cost of R85 will be deducted from your refund where applicable.

Rejected returns may be sent back to the customer at the customer’s cost. A return delivery fee of R85 will apply.

Rejected returns

A return or exchange may be rejected if the item does not meet our return conditions.

Rejected returns include items that are:

  • Worn

  • Washed

  • Damaged

  • Stained

  • Marked

  • Missing tags

  • Carrying odours

  • Covered in pet hair

  • Customised or altered

  • Returned outside the approved window

  • Sent to us without prior arrangement

If a rejected return was couriered to us, the customer will be responsible for the cost of sending it back.

If the item is returned in person at our HQ and does not meet our return requirements, we reserve the right to reject the return.

Alterations at our showroom

The option to improve the fit of a garment with an in-store alteration is available with selected full-priced purchases by prior arrangement.

Alterations are subject to availability, garment type and the nature of the requested change.

Our return address and contact details

Please only use the below address and contact methods for returns or exchanges.

Contacting individual team members personally to arrange returns or exchanges may result in your request being delayed or rejected.

Contact method:
Email: order@the-shopaholic.com
WhatsApp: 0760669010

Return address:
The Shopaholic
11 Muscat Road
Saxenburg Park 1
Kuils River
Cape Town
7580

Questions

If you have any questions about this policy, please contact us before placing your order.

We are always happy to help you choose the right size, style, length or fit so that you feel confident in your purchase.