FAQ
All about MyRunway
What happens to all my RunwaySale account information?

Your RunwaySale account information has been transferred to MyRunway. This includes your addresses, saved cards, credit and order history. You can log into MyRunway with your RunwaySale login details. As your order history has moved over, you can track your RunwaySale orders and return them on MyRunway. Your credit earned on RunwaySale can be used for purchases on MyRunway.

I can't remember my password, how do I reset it?

On the Sign In page, click the 'forgot your password' link and follow the instructions to reset your password.

Do I need to download a new app?

No, you will not have to download a new app you will just need to update your current RunwaySale app.

What is MyRunway and why is it better?

MyRunway is the improved version of RunwaySale. The site and app have been re-designed to provide you with a simplified browsing and shopping experience. In addition to this, we will offer better prices, a larger range of products and even more brands! 

What happened to VIP store?

Sometimes things happen and you can't help missing out on our special events. We understand that frustration and so we decided to do away with VIP. All registered members now have access to all our available stock.

Where is my voucher?

Your gift voucher has been converted into credit on your MyRunway account already, you can view your credit balance here. If your credit is not reflecting, please contact our customer service team to assist

Why did RunwaySale change?

RunwaySale has changed to MyRunway, so that we could offer customers an enhanced shopping experience with our new intuitive and sleek design. We also want to give you more category & brand choices as well as better prices.

Can I still shop on RunwaySale?

RunwaySale has now rebranded to MyRunway, so you will not be able to shop on RunwaySale anymore.

Who can I contact if I have a question?

If you have any questions about MyRunway, you can contact us via email at [email protected].

Is MyRunway secure?

MyRunway uses the same security measures as RunwaySale to ensure that your sensitive information such as credit card, contact and personal details are kept secure. Your card details are not stored with us and we do not have access to them.

Will I still be able to buy the same products and brands?

Yes, the same products and brands will be available on MyRunway, and in fact, you will have an even greater variety and range to choose from!

Will MyRunway still have great discounted prices?

Yes, MyRunway will still offer our great discounts and time-limited offers.
Purchase
So how does it work?

You will receive emails about upcoming events. We also share them on Facebook, Twitter and Instagram, so don't forget to follow!

Step 1: Log into your account.

Step 2: Choose a department. All the time-limited offers running for that department will be displayed. You will also see the top trending brands, categories and products at the time.

Step 3: Click on an image to view products available in the offers, top trending brands and categories. If you click on an image under top trending, you will be taken to the product page for that item.

Step 4: Take some time to browse around a bit. When you find something you like,  click on the + button to add the item to your cart. Click on the image to open the product page and find out more about the item.

Step 5: Items added to your cart will be reserved for 10 minutes to allow time for additional browsing if you wish. Once you are ready to order, click on your cart and then click the "Checkout" button.

Step 6: On the checkout page, confirm your details, add the address you want the order to be delivered to, and choose your payment method to place your order.

If you experience any problems with ordering please contact us on 087 943 2444 or send an email to [email protected].

What payment types do you accept?

We accept VISA and MasterCard. We also accept EFT, MyRunway credit, Payflex and 1 Voucher.

Can I change my payment method?

Unfortunately, once you have placed your order you cannot change your payment method.

Can I cancel my order?

If you would like to cancel your order and reorder using a different payment method, you can cancel your order by finding the order in the My Orders section of your account

Where do I upload POP?

When you want to upload POP go to My Account, open the drop-down menu and click My Orders.  On the My Orders page, click the Upload POP payment button. We will send you an email to inform you that we have received your POP.

Is MyRunway Secure?

Rest assured that we handle your payment details with the greatest sensitivity. All your credit card information is encrypted and we do not have access to it. Our credit card checkout is SSL secure and verified through 3D Secure.  To ensure that your payment details are kept safe, we recommend that you do not shop from an internet café or public computer.

Do you give store credit?

Yes, we often have promotional campaigns where you can be sent MyRunway credit that can be used on your account. We also give our members MyRunway credit for every friend they invited who becomes a buyer. When it comes to returns, you also have the choice to receive MyRunway credit.

What should I do when I find it difficult to order from your website?

Please phone us on 087 943 2444 or send an email to [email protected].

Are the items in my Cart reserved for me?

When you add an item to your cart, it is reserved for 10 minutes and a timer starts counting down. Visit your Cart Page to see how much time you have left. If you add another item to your cart within this time frame, the timer will be reset and start. Once the 10 minutes have lapsed, items may be removed from the shopping cart or reserved for other customers. You can request more time by tapping the cart timer once it has expired.

I tried to place an order unsuccessfully and my desired item is now appearing out of stock?

Offers run for a limited time and there are many other customers, like yourself, who are eager to get their hands on our exclusive offers. If the item you ordered is out of stock it is possible that the offer has expired, or another customer bought the item at the exact same time as you.

Do your prices include taxes?

Yes.

How do I know if my order has gone through?

You will receive an email to confirm that you have made a purchase, as well as a follow-up email with the invoice. You can also track orders on the My Orders page.

What do I do when my credit card details are not accepted?

Step 1: If you haven't already, download the mobile app for your bank.

Step 2: Ensure you have followed the instructions on your app to add your card and activate it for online banking.

Step 3: If the transaction is not going through it could be because your card limit - the maximum amount that can be taken out of the account - is lower than the price of the product. You might need to update this using the "Update limits" feature of your banking app.

Step 4: Have your phone ready with your banking app open to approve your transaction. Some banks might send an authentication message via SMS instead.

Step 5: Ensure your internet connection is stable. 

If you are still experiencing issues, please phone us on 087 943 2444 or send an email to [email protected].

How do I check the status of my order?

To check the status of your order go to the My Orders page.

The following are the definitions of the statuses:

Awaiting POP: We are waiting for your POP.
POP Received: Your POP has been received and just needs to clear in our bank account
Payment Received: Your payment has successfully cleared. We are waiting for the stock to arrive.
Ready for Picking: Your order has arrived at our local warehouse and is undergoing quality checks. It will be sent to you shortly.
In Transit: Your order has been packed and shipped.
Delivered: You have received your order.

What does sold out mean?

It means that we have sold out of a specific item.  Our offers run for a limited time and contain products from highly sought-after brands, so this will happen from time to time. 

Where can I find my tracking number?

You can find your tracking number on the My Orders page. The tracking number for your order is the 15 digit number.

Can I remove the items in my cart?

Yes. You can remove items from your cart at any point before you have placed an order for these items. Click on your cart and then click on the x icon next to the item. This will remove the item from your cart.
Delivery

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!


Will I need to pay customs or make any additional payments to receive my delivery?


No, we're local and will never surprise you with any customs or delivery fees! You'll only make payments on our site for your orders.


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. We are also not able to change your order to Click and Collect once the order has been placed.


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.

Click here to read more about DSV.

Click here to read more about DPD Laser.

Returns

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.

Offers
How do offers work?

Offers are special sales that launch daily in which we offer specific promotions or coupons for short periods of time. These events can last for 12 hours, 24 hours and 48 hours.  On rare occasions they can last for up to 3 - 4 days. So be sure to check your emails, our social media pages and app so that you don’t miss out on our great deals!

What happened to VIP?

Sometimes things happen and you can't help missing out on our special events. We understand that frustration and so we decided to do away with VIP. All registered members now have access to all our available stock.

How do I shop items that are not included in an offer?

To shop items that are not in an offer, go to the shop tab.  You will find all the available stock here.


Promotions & Coupons

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.

Privacy and security

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.


Still have questions?
How long do limited-time offers last?

Time-limited offers usually run for 12 hours, 24 hours or 48 hours. Time-limited offers for big brands can run for up to 4 days.  So keep an eye on the website clock to make sure you don't miss out!           

How do I unsubscribe from the mailing list?

Click on the "unsubscribe" link at the bottom of your MyRunway emails. Should you have any trouble with the unsubscribe link, please email us at [email protected] and we will assist.

Where can I find sizes?

When viewing a product, sizes can be found by clicking on the "View Size Chart" which can be found next to the available sizes for the product. Take a moment to go through this chart to ensure that the size you choose is the right one for you.

How can I log out?

To log out of your account, click on the profile button, scroll down and click ‘log out’.

When will the next time-limited offer be and how can I be first to view it?

Regularly check your email, the MyRunway app, and Facebook and Twitter. We use all these platforms to provide updates on time-limited offers as they launch. The countdown timer on the app will tell you how much time you have left to buy from a featured time-limited offer.

How do I update my personal info if it changes?

You can always change your details and preferences by going to My Account.

Where do I reset my password?

If you would like to change your password, go to My Account.

If you have forgotten your password, you can use the link on the Sign In page.


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