Refund policy

Returns, Exchanges & Refunds

We want you to love what you ordered. If something isn't right, we're here to sort it out.

WhatsApp: 076 066 9010
Email: order@the-shopaholic.com

At a glance:

Return window: 10 days after delivery
Free exchange: 1 per order
Store credit bonus: +10% extra added to your cart total 
Cash refund processed in: 10 days

MADE & DISPATCHED FROM CAPE TOWN IN 1–2 BUSINESS DAYS

Your order is cut and sewn fresh and then on its way to you fast. If the fit isn't quite right on a standard size, we will always work with you to find a solution.

Thousands of customers have found their perfect fit and we're committed to making sure you do too.

How your order is made:

Every piece is cut and sewn fresh for you after you order, never sitting in a warehouse and never mass-produced. It's how we keep quality high and styles exclusive.

Please use our size guide, WhatsApp us if you're unsure or visit our showroom in Kuils River, Cape Town before ordering. We're more than happy to help you get it right!

Not 100% happy?

Step 1 — Contact us within 10 days of receiving your order
WhatsApp 076 066 9010 or email order@the-shopaholic.com with your order number and the reason. 

Step 2 — We'll confirm your return or exchange
Please wait for our reply before sending anything back. We are not responsible for unexpected returns arriving at our HQ.

Step 3 — Send it back (or bring it in)
Items must be unworn, unwashed, with all original tags attached. Exchanges can also be done in person at our Kuils River HQ by prior arrangement.

Step 4 — We inspect and resolve
Once we receive and inspect your item, we'll process your exchange, store credit or EFT refund.

EXCHANGES

Need a different size or colour? We're happy to help.

1. First exchange on full-priced items is free — no handling fee
2. Multiple exchanges on one order: R50 handling fee per exchange
3. Items bought with a discount code on full-priced items are eligible
4. Exchanges can be arranged at our HQ or by courier by prior arrangement only

Unsure about sizing before you order? Message us on WhatsApp — we'll help you pick the right size so you don't need to exchange at all.

YOUR REFUND OPTIONS

Option 1: (Best value) Store credit + 10% bonus 
Choose store credit and we'll top it up by 10% as a thank-you. Your credit never expires and can be used across multiple orders. On a R1 000 return, you'd receive R1 100 to spend.

Option 2: Cash refund via EFT
Processed within 14 working days of us receiving and inspecting your item. Original delivery fees are non-refundable. If your order qualified for free delivery, the actual courier cost of R85 will be deducted.

Option 3: Split refund - usually applied to carts exceeding 6 items
At our discretion on approved returns: part cash, part store credit. We'll offer this where it makes sense for both sides.

WHAT CAN BE RETURNED

1. Standard full-priced (items during a flash sale or discount coded items are eligible) items in original, unworn, unwashed condition
2. Items with all original tags and labels still attached
3. Items reported within 7 calendar days of delivery
4. Items that are defective, damaged in transit or incorrectly supplied by us 

What can't be returned

To be fair to all our customers, returned items must be in the same condition they were sent: unworn, unwashed and with tags intact. Items showing signs of wear, washing, or damage unfortunately can't be accepted.

1. Custom orders (custom colour, length, size, or style changes)
2. Mega-Sale and final-clearance items
3. Gift cards
4. Bodysuits, swimwear, and intimate or sanitary items
5. Items that have been worn, washed, or altered
6. Items with odours (perfume, smoke, deodorant, body odour)
7. Items with stains, marks, fake tan, pet hair, or signs of wear
8. Items damaged due to incorrect garment care
9. Items purchased from third-party stockists

Deductibles at a Glance:

Situation	Fee
First exchange on a full-priced item	FREE
Repeat exchange (on the same order)	R50 per exchange
Return shipping	At Customer's cost
Free-delivery order deduction on cash refund	R85
Return deduction (order of 1–5 items)	R50 flat fee
Goodwill return deduction (order of 6+ items)	R50 per returned garment
Rejected return sent back to customer	R85
Defective, damaged or incorrect item	No fee

DEFECTIVE, DAMAGED OR INCORRECT ITEMS RECEIVED

If your item arrives faulty or isn't what you ordered, we'll make it right — no fees, no fuss.

Contact us within 10 calendar days with your order number, clear photos or video of the issue, and a short description. We'll arrange a repair, replacement, exchange or refund depending on the situation.

PROMOTIONS & BUNDLES

If your order included a free item or bundle deal (for example, Buy 3 Tops Get 1 Free), all items in the bundle must be returned together. The value of any free item or discount may be deducted if only part of a bundle is returned.

CARING FOR YOUR CLOTHES

We're not able to accept returns for damage caused by incorrect wear, storage, or garment care — including rubbing against rough surfaces, incorrect washing or drying, ironing damage, colour transfer, or leaving damp garments in a bag. Please follow the care labels in your garment.

RETURNING OUTSIDE THE 10-DAY WINDOW

We may, at our discretion, consider a goodwill return or exchange after the 10-day window, provided the item is in original condition. Goodwill returns are not automatic and may be subject to a deduction or may be issued as store credit rather than a cash refund. WhatsApp us on 076 066 9010 to discuss.

Orders of 1–5 items: A flat deduction of R50 per order applies, regardless of how many items are returned.

Orders of 6 or more items: A deduction of R50 per returned garment applies. For example, returning 3 items from a 6-item order = R150 deducted.

This deduction does not apply to defective, incorrectly supplied or legally protected returns, which are always handled at no cost to you.

RETURN ADDRESS

The Shopaholic
11 Muscat Road, Saxenburg Park 1
Kuils River, Cape Town, 7580

Please only send items back after we've confirmed your return. Contacting individual team members personally to arrange returns may result in delays. Please use the official contact methods above.

Not sure? Simply ask us.

We'd much rather help you get the right size before you order than process a return after. Our team is available on WhatsApp (076 066 9010) and email (order@the-shopaholic.com).

Size guide: theshopaholic.co/pages/size-chart
How to measure yourself: https://www.instagram.com/p/DWZQzVoiodt/

By placing an order with The Shopaholic, you confirm that you have read and agreed to this Returns, Exchanges & Refund Policy. This policy applies to orders placed directly on theshopaholic.co only.