FAQ
How long does it take for delivery?
At MyRunway we offer premium brands at massive discounts, so our delivery times can be longer than usual. Delivery time depends on where the item is stored and when you place your order. Some items can be shipped within one working day of placing an order, while others can take up to 20 working days. Visit our Orders & Deliveries page for more info. The product page for each item will give you an estimated delivery time.
Can my parcel be delivered to an office address?
Yes, we can deliver to any address in South Africa you provide when you place your order.
How much does delivery cost?
We have a standard delivery charge of R69. We also often run free delivery promotions, so be sure to look out for that!
What if I am not home at the time of delivery?
Our couriers will be in touch to check if you're available to receive your delivery. If you are not available you can reschedule with them or contact us to arrange for another day that is more suitable. You can reach us at 087 943 2444 or send an email to [email protected].
Where do you ship to?
We deliver to any address in South Africa that you provide when you place your order.
How do I change my address?
Your address can be updated for any order while the order is still in a Payment Received status. To do this go to the My Orders page, click on the 'view order button' and you will be directed to the order page where you can change your address.
Unfortunately, you cannot change your address once your order has been shipped.
Who is the courier company?
MyRunway uses two couriers for deliveries: DSV and DPD Laser. We also use Aramex for Click and Collect orders.
Click here to read more about Aramex.
How do I return my purchase?
If you want to return a purchase, go to My Returns on your account and select ‘Request New Return’. Select the items you want to return and submit the request. If your request is accepted, choose whether you want to send the return via courier, or if you want to drop it off at our Cape Town offices.
Can I return my purchase in any of your partner stores?
No, all returns need to be logged on your MyRunway account and cannot be returned to any of our partner stores.
How long do I have to return my purchase?
You have 30 days from the time you receive your order to request a return. You can request a new return from My Returns in your account.
How long will it take for my return to be processed?
We will process your return within 5 days of receiving it and will send you an email to confirm how you would like to be refunded. Please note that if you have paid via 1Voucher and opt to receive a 1Voucher refund, a new voucher code will be SMS’d back to you.
How much is the return fee?
When you return something you have to cover the delivery cost which is R69.
Can I change my refund method?
No, you cannot change your refund method once your refund has been processed. MyRunway credit is no longer exchangable for a cash refund
What reasons are allowed for returns?
As long as you return the item in its original state and packaging with all the labels attached, you can return it for any reason.
Please note:
We do not accept returns on underwear bottoms, earrings, fragrances and cosmetics.
We do accept returns on lingerie tops, all swimwear (tops and bottoms), watches, sunglasses and jewellery (excluding earrings).
Do you offer a warranty on your products?
Some products come with extended supplier warranties which you can view on the Returns Policy page. All other products are covered by the basic Consumer Protection Act warranty which allows for a six-month warranty on products.
What do I do if I receive the wrong item?
Please log a Return for the item and indicate that you received the wrong item in the ‘Reason’ field on the Return Request form. Alternatively, you can contact us at [email protected] and we will sort it out for you.
What is a cart promotion?
These are promotions that auto-apply to your cart once you have fulfilled the criteria of that specific promotion. An example of a cart promotion could be ‘buy 2, get 1 free’. This means that you will add three items to your cart and the amount for the 3rd item will automatically be deducted from your order total. This will reflect in the Order Summary on your Cart and Checkout pages. Grouped promotions (eg. 'buy 2, get 1 free') can only be applied once per user at checkout.
What is a coupon code?
MyRunway regularly has time-limited offers that will allow you to use a coupon towards the payment of your purchase. When such an offer is live, a unique coupon code starting will be displayed at the top of all pages on the app. To use the code, add it to the coupon code field on your Cart or Checkout page. Some coupons offer a set Rand value while others may be for a percentage off. Only one coupon can be used at a time. Each coupon is different and may have very limited validity – you can check these details on the Terms of Use page.
Does MyRunway use cookies to track me?
MyRunway is as protective about your privacy as you are. We may use cookies and other tracking tools to enhance your user experience though.
Do you keep my credit card details?
No, all payments are handled by our 3rd party payment gateway provider. We don’t even see your credit details when they are entered.
If you have forgotten your password, you can use the link on the Sign In page.
