Q: How do I update my profile?

To update your email address or phone number, sign into your online shopping profile. Under Account & Orders , select My Profile and make your changes. Submit the changes by clicking Save Profile . If you need to change your first name or surname, please call our contact centre on 0860 834 834 ;

Q: I have forgotten my password, what should I do?

On the login page, click the Forgot Password . A reset link will be sent to you via email or SMS.

Q: I’m strugging to log into my profile, what should I do?

When you sign in, please ensure that you only enter your e-mail address and password OR cell phone number and password. If you are asked to reset your password, it must contain a minimum of 8 characters and cannot include any special characters. Please contact us on 0860 834 834 if you still have issues logging in. Alternatively, you may place an order as a guest (unless you would like to redeem a Rewards voucher on your purchase) by selecting Continue Without Logging In .

Q: How do I find out if a product I want is available in store?

On the product page, select the size you need and then Check Store Stock (under the Add to Bag button). In the pop-up, search for your closest store/s and you can view what stock they have available.

Q: What should I do if the site is giving me technical issues?

Call customer services on 0861 111 761 or email onlineshop@tfg.co.za and weíll try to fix the problem as best we can.

Q: How do I replace a lost / stolen / damaged store card?

First you need to block your card ñ either at TFG Online, in store or with customer services ( 0861 111 761 or onlineshop@tfg.co.za ). Then youíll need to visit your nearest store to sign for and collect a new card (you will be charged for card replacement).

Q: How do I cancel an order?

You may in certain instances cancel your order. You can cancel your order prior to when it is dispatched for delivery by clicking on the cancel button in your order summary. You can find your order by simply typing in your order number and email address or cell number used when placing the order into the form at the bottom of the site. Please contact our customer services at 0861 111 761 if you have any queries regarding cancellation.

Q: If I want to send someone a gift, how does it work?

When you place your order, youíll see there is a special tick box to indicate that the item is a gift. If the gift is intended for someone other than the purchaser, just tick the box and fill in the recipientís address and the item will be sent to them directly. No prices will be included for a gift recipient.

The Regulation of Interception of Communications and Provision of Communication-Related Information Act (RICA) is a compulsory law in South Africa for all cellphone owners to register their numbers as a key crime prevention initiative.

Q: How do I become RICA-compliant?

Call our Customer Services centre on 0861 111 761 or email onlineshop@tfg.co.za. If your SIM card is not RICA-compliant, itíll be disconnected from your service providerís network and you wonít be able to make calls, send messages or surf the Internet. To reconnect, simply take your SIM card to the nearest store of your cellphone network, along with your ID and proof of residence, and youíll be assisted. Remember, when youíre disconnected youíll still be contractually obliged to pay your cellphone account. If youíre on Pay As You Go, your airtime and bundles wonít be affected and youíll have access to them again once youíre reconnected.

Q: Can I order online if I donít live in South Africa?

Yes, you can place an order from anywhere in the world. However, at this stage, we only deliver to certain areas within South Africa.

Q: What happens if an item is out of stock online?

We strive to maintain availability of all items/products listed on our online shop. However, due to the success of a particular item, it is possible that an item can be temporarily out of stock. There are two options available: The email me when available button: If the item you want is out of stock, simply click on the email me when available button on the product page and enter your email address in the box provided. We will notify you as soon as the item is available again. The check store stock button: You can use our stock tracker to check availability of a particular product at a store near to you. Simply go to the product page of the item you want to check stock for, select your size if required, click on the check store stock button and enter your city, suburb or shopping mall. A list of available stores will appear. You can find all the store details for the particular store by clicking on the store details drop down. Please note: where applicable/relevant, the ìcheck store stockî button will only appear once you have selected your size or colour.

Q: Can I check availability of stock in my local stores online?

Yes, you can use our stock tracker to check availability of a particular product at a store near to you. Simply go to the product page of the item you want to check stock for, select your size if required, click on the check store stock button and enter your city, suburb or shopping mall. A list of available stores will appear. You can find all the store details for the particular store by clicking on the store details drop down.

Q: What are cookies and how are they used:

A cookie is a text-only string that gets entered into the memory of your browser. We may use cookies when a user browses the Website. Cookies are files sent to the browser from a server in order to register the activity of users while they are browsing. The use of cookies allows the Website server to recognise the web browser being used by the user in order to simplify the browsing experience, permitting, for example, access to users that have previously registered, access to areas, services, promotions and competitions reserved exclusively to them without the need to register on each visit. They are also used to measure the audience and traffic parameters, monitoring the progress and number of entries.

Q: Are Cookies dangerous to My Computer?

No. A cookie is a simple piece of text. It is not a program, or a plug-in. It cannot be used as a virus, and it cannot access your hard drive. Your browser (not a programmer) can save cookie values to your hard disk if it needs to, but that is the limit of the effect on your system. Cookies are stored on the computer’s hard drive. They cannot access the hard drive - so a cookie can’t read other information saved on the hard drive, or get a user’s e-mail address etc. They only contain and transfer to the server as much information as the users themselves have disclosed to a certain web site.

Q: Are cookies a threat to my privacy?

A server cannot set a cookie for a domain that it is not a member of. In spite of this, users quite often find in their computer files cookies from web sites that they have never visited. These cookies are usually set by companies that sell internet advertising on behalf of other web sites. Therefore it may be possible that users' information is passed to third party web sites without the users' knowledge or consent, such as information on surfing habits. This is the most common reason for people rejecting or fearing cookies.

Use the dropdown menu to find the category that you are looking for; Click through and spend some time browsing the products showcased on the site Did you know, you can cross shop across all our brands and check out in just one bag?

Once youíve found the item that you want, select your colour/size/value when buying an eGift Card and click on the ìAdd to Bagî button. You can add multiple items to your shopping bag. Once you are ready to pay, click on the shopping bag icon in the top right hand corner of the page, which will take you through to a new page that will show you everything you have in your bag, along with the colours/sizes you have selected. A R10 donation can be made towards our CSI projects by ticking the checkbox in the ìpayment summaryî screen to the right hand side of your shopping bag. Your donation will be used to fund a number of educational projects that aim to make a significant impact on our communities.

Q: How to redeem a voucher

If you have a voucher which you would like to redeem, you will need to enter your voucher code in the section labeled Payment Summary. Once the voucher code has been entered, click the ëAPPLYí link and your shopping bag will be discounted. If you would like to remove a voucher code, click on the ëREMOVEí link. Voucher codes should only be applied when you are ready to proceed to checkout.

Click on the ìPlace Orderî button when you are ready to place your order. If you arenít already signed into your account youíll be taken to the registration page. You can simply complete the returning, new or guest customer sign in form. Note: If you register as a new customer, you can choose to register with either your email address OR cellphone number. The choice is yours. If you sign in as a guest customer, you only have the option to sign in with your email address. As a guest customer, your delivery and payment details won’t be saved for future orders. Once you have signed in youíll see your shopping bag once again. Click on ìPlace my orderî, enter your delivery address, select your delivery option, enter your payment information and pay. Once youíve placed your order, you will receive email confirmations keeping you up to date on your order and delivery status. For more on delivery and payment see FAQ: DELIVERY AND PAYMENT. Note: If you have furniture items in your bag, you will be asked to enter a furniture specific delivery address i.e. two delivery addresses, one for furniture and one for the rest of the items in your bag. You will be charged an additional delivery fee based on your location / zone. Zones are calculated by distance from our regional distribution centers at checkout. Refer to ìFURNITURE FAQsî for additional information.

Q: How can I check my eGift Card balance?

You can check your eGift Card balance by contacting our Customer Services Department on 0860 834 834 OR you can check it online in the following ways: Search eGift Card Balance. Click on the Buy an eGift Card link in the footer on any TFG online store and scroll down to WANT TO CHECK YOUR EGIFT CARD BALANCE?. Click on ìCheck eGift Card balanceî button. On the eGift Card Balance page, enter your 12 digit eGift Card number. Prove youíre a human by completing the iCaptcha request, and get your balance.

Q: Where can I spend my eGift Card?

You can spend it online on any of our TFG online stores, or in-store at any of the 20 TFG brands.

Q: Can I return items purchased with an eGift Card?

Yes. You can return products purchased with an eGift Card following our standard Returns Policy. If you made your purchase in a physical store in SA, you will be issued a plastic / physical gift card with your refund amount on it. If you made your purchase online, or in a physical store outside of SA, a new eGift Card will be issued with your refund amount and sent to you via SMS or email, depending on how it was originally sent to you. See FAQ section ìRETURNS, REFUNDS AND RETURNS POLICYî for more on returns.

Q: What do I do if my eGift Card is lost or stolen?

eGift Cards are treated as cash and therefore lost or stolen eGift Cards will not be replaced, unless the customer reports it lost or stolen at his / her closest branch or calls Customer services on 0860 834 834. The eGift Card must be blocked immediately and will only be replaced if the value has not been redeemed.

Q: What is the difference between a physical gift card and an eGift card?

A physical gift card is a plastic card which can only be bought and used to pay in a physical store. An eGift Card can be purchased online or in-store, and is delivered electronically to you or your recipient via email or SMS. An eGift Card can be redeemed in-store or online.

Q: What are the eGift Card Terms and Conditions?

Click on Terms and Conditions in the footer of any TFG online store.

Q: Can I receive cash back on funds I have placed in my eGift Card?

No. Your eGift Card may be redeemed for products only and may not be exchanged for cash.

Q: How do I bulk buy eGift Cards for corporate gifting and incentives?

For bulk eGift card orders please email Yoshlin@tfg.co.za.

Q: Can I save an eGift Card to my wishlist or gift registry?

No, you cannot save an eGift Card to your wishlist or gift registry.

Q: What if I suspect fraudulent activity?

Never give your eGift Card number to anyone. Treat your eGift Card number like cash. Only redeem your eGift Card at online checkout on in-store. If you suspect eGift Card fraud contact our Customer Services Department on 0860 834 834.

Q: I want to purchase an eGift Card. How can I do this?

You can purchase online on any of our TFG online stores, or in-store at any of the 20 TFG brands. To purchase your eGift Card online: Click the Buy an eGift Card link in the footer on any TFG online store or search eGift Card. Once youíve selected the eGift Card you would like to buy, you must choose an amount by typing in a value or using the arrows. A value between R50 - R5,000 can be chosen. Choose the delivery method so that it is sent either via email or SMS. Choose the occasion from the dropdown menu i.e. Birthday. Input the name of the person receiving the eGift Card, and who itís being sent from. For email eGift Cards, you will get an option to include a short personal message. Input the email address or phone number of the recipient of the eGift Card i.e. who you are sending the eGift Card to. Select a date to send the eGift Card if you want to send it on a date in the future. Select the quantity of eGift Cards you would like to purchase. The default is 1. Click on the ìAdd to Bagî button. Once you are ready to pay for your order, click on the shopping bag in the top right hand corner of the page, which will take you through to a new page that will show you everything you have in your bag, along with the colours/sizes you have selected, including your eGift Card. For more on how to complete your order, please read FAQ ìHow do I shop online?

Q: Can I get a refund on a purchase of an eGift Card?

No. eGift Cards are non-refundable. Please also note that remaining balances may not be converted to cash.

Q: Can I send an eGift Card to another country?

Yes you can. However, eGift cards are only valid in the country of issue.

Q: Can I change the value of an eGift card after I've paid for it?

No, once an eGift Card has been purchased, the value on it cannot be changed.

Q: How do I cancel the purchase of an eGift Card?

You cannot cancel the purchase of an eGift Card.

Q: What value can I put on an eGift Card?

An eGift Card can be loaded with any value between R50 and R5,000.

Q: Can an eGift Card be used to purchase another eGift Card?

Yes, you are able to purchase an eGift Card with another eGift Card.

Q: Do I earn Rewards & More vouchers when I purchase an eGift Card?

Yes, you will earn a Rewards & More voucher on any purchase you make, including eGift Cards.

Q: How do I pay using my eGift Card online?

Shop as usual on our website and proceed to checkout by clicking on ëPlace My Orderí. After choosing your delivery address and delivery method, you will proceed to the payment screen, where you will be able to select ëEGIFT CARDí as a payment method on the ìProcess my orderî page. Enter your 12 digit eGift Card number and click the ëAPPLYí link. Prove youíre a human by completing the iCaptcha request, and click on Apply eGift Card. After entering the eGift Card numbers, your order total will be automatically updated with credit to the value of the eGift Card(s).If the value of your eGift Card is more than the order value, you will not need to pay any remaining balance using one of the additional payment methods available, and you can click on ëPlace my orderí to process your payment. You will then complete your order and be sent a new eGift Card number with your remaining balance for future purchases.

Q: I am experiencing difficulty paying with my eGift Card online. What should I do?

Double-check that you have entered the correct 12 digit eGift Card number at check out or check your eGift Card balance to ensure you have enough credit. See FAQ How can I check my eGift Card balance? If the problem still persists, please contact our Customer Services Department on 0860 834 834. Please have your reference number on hand to speed up the process. Your reference number is not your 12 digit eGift Card number, and can be found on the SMS or email that you received.

Q: Can an eGift Card be used more than once?

When you make a purchase with an eGift Card that is less than the value of your eGift Card, you will be issued with a new 12 digit eGift Card number with your remaining balance. Your previous 12 digit number will no longer be valid. When you make a purchase with an eGift Card that is higher than the value of your eGift Card, you will have no further credit and therefore that 12 digit eGift Card number will no longer be valid.

Q: Can I reload my eGift Card after I've spent the full value?

No. However, you can purchase a new eGift Card. See FAQ on ìI want to purchase an eGift Card. How can I do this?

Q: Can an eGift Card be used to pay for delivery?

Yes, eGift cards are applied to the final order total which includes delivery.

Q: Can I apply a Rewards & More voucher to my eGift Card purchase?

You cannot apply any vouchers to your order when you are buying an eGift Card, but you can apply vouchers to your order when you are making a purchase with an eGift Card.

{ "faqGroups": [ { "label": "General", "icon": "general", "group": "general", "items": [ { "label": "How do I update my profile?", "content": " TFG Account or TFG Rewards Customers: <ul> <li >You can only update your phone number or email address online. To do so navigate to My Profile under Accounts & Orders and make your changes.</li> <li >If you need to change your first name or surname, please contact us at <a href='mailto:onlineshop@tfg.co.za'>onlineshop@tfg.co.za</a></li> <li >You need to be logged in to make changes.</li> </ul> If you do not have a TFG Account or Rewards card linked to your profile, you can update your details by navigating to My Profile under Accounts & Orders and making your changes." }, { "label": "I’ve forgotten my password, what should I do?", "content": "Select Forgot your Password? and enter your email address or cell phone number and select Submit. You will be prompted to enter an OTP and new password. Your password must contain a minimum of 8 characters and cannot include any special characters. Select Reset and your password will be updated and you will be logged into your account." }, { "label": "How do I replace a lost / stolen / damaged store card?", "content": "First you need to block your card – either at TFG Online, in store or with customer services (<a href='tel:0861111761'>0861 111 761</a> or <a href='mailto:onlineshop@tfg.co.za'>onlineshop@tfg.co.za</a>). Then you’ll need to visit your nearest store to sign for and collect a new card (you will be charged for card replacement). " }, { "label": "I’m struggling to log into my profile, what should I do?", "content": " <ul> <li >Enter your email address and password and select Log in, if this does not work, then enter your cell phone number and password and select Log in</li> <li >If you cannot remember your login details, select Forgot your Password? and enter your email address or cell phone number and select Submit.</li> <li >You will be prompted to enter an OTP and new password, it must contain a minimum of 8 characters and cannot include any special characters. </li> <li >Select Reset and your password will be updated.</li> </ul> Please contact our Contact Centre on onlineshop@tfg.co.za if you still have issues logging in " }, { "label": "Why am I not getting an OTP when trying to link my TFG account to my profile?", "content": " The OTP required to link your TFG Account or TFG Rewards card to your online profile will be sent to the contact details (email address or phone number) registered against your TFG Account or TFG Rewards profile. This might not be the same as your online shopping profile. The OTP can take up to 5 minutes to be delivered to you. If you have not received it, you might need to update your TFG Account or TFG Rewards contact details by contacting our Customer Services department on 0860 834 834 to do so." }, { "label": "How do I create a new online shopping profile? ", "content": " Under My TFG Account, select Login and Register and then select Register a new online profile. If you have a TFG Account or TFG Rewards card: <ul> <li>Enter your card number and select Find my card</li> <li>You will be prompted to enter an OTP that will be sent to the email address or cellphone number that is linked to the card. Please wait up to 5 minutes for the OTP to be delivered.</li> <li>If you do not receive an OTP within 5 minutes it could mean that your email address or cell phone number linked to the card is incorrect, contact our Customer Services Department on 0860 834 834 so that we can update your details.</li> <li>Enter the OTP. </li> <li>Create a password. Passwords must be a minimum of 8 characters and cannot include any special characters.</li> <li>Select Register me and your new profile will be created.</li> <li>The email address or cellphone number that you used to register will be your username for online shopping on all TFG sites & apps. </li> </ul> If you don’t have either of these cards: <ul> <li>Select Continue without a card</li> <li>Enter your email address or cell phone number and select Register</li> <li>Create a password. Passwords must be a minimum of 8 characters and cannot include any special characters.</li> <li>Select Register me and your new profile will be created.</li> <li>The email address or cellphone number that you used to register will be your username for online shopping on all TFG sites & apps.</li> </ul>" } ] }, { "icon": "online", "group": "online", "label": "Shopping online", "subgroups": [ "Product", "Payment", "Delivery", "Click and Collect", "Buying furniture online", "Returns and refunds" ], "prepend": false, "items": [ { "subgroup": "Product", "label": "How do I find out if a product is available in store?", "content": "On the product page, choose the size you want and then select Check Store Stock (under the Add to Bag button). Enter the city, suburb or shopping mall and the search will return only the stores with available stock. Note: This feature is not available for furniture items. " }, { "subgroup": "Product", "label": "How does the wishlist work? ", "content": " Adding a product to wishlist: <ul> <li>On the product page, choose the size and colour variation you want and then select Add to wishlist. </li> <li>If you want to move items in your shopping cart to your wishlist, select Your bag, then Move all to wishlist.</li> </ul> Accessing your wishlist: <ul> <li>Log in</li> <li>Under Accounts & Orders select Wishlist</li> <li>From here you can edit, remove from a wishlist or add a product from your wishlist to your cart.</li> </ul> Note: You need to be logged in to access, add to or remove products from your Wishlist. " }, { "subgroup": "Product", "label": "How do I know what size will fit me? ", "content": " Select the size chart on the product page and compare the recommended size with your measurements. If you purchase a product that does not fit, you have 30 days to return it from the date of delivery or collection to any SA store from which it originated for a refund or an exchange. See our <a href='/browse/staticContent.jsp?pageName=Returns'>returns policy</a> for more information. " }, { "subgroup": "Product", "label": "The product I want is out of stock. What can I do? ", "content": " If a product is out of stock online, we might still have it available at one of our stores. You can see what stock we have available in store for all products except for furniture items. On the product page, choose the size you want and then select Check Store Stock (under the Add to Bag button). In the pop-up, search for your closest store/s and if they have stock you’ll be able to view them. " }, { "subgroup": "Payment", "label": "What payment options are there?", "content": "We support the following payment options when shopping online: <ul> <li >TFG Account card</li> <li >Credit card</li> <li >Debit card</li> <li >TFG eGift card</li> <li >EFT via Ozow</li> </ul> TFG Account card <ul> <li >The TFG Account card offers the convenience of purchasing at any of our TFG stores both online and in-store. The card is a revolving credit facility.</li> <li >If you are paying with your TFG Account card and do not have enough available credit, you are able to pay the balance using a credit/debit card, eGift card, or EFT.</li> <li >If you would like to find out more or apply for a TFG Account card, please follow this <a href='https://www.mytfgworld.com/browse/staticContent.jsp?pageName=myTFGmoney'>link</a>.</li> </ul> Credit/Debit card Using credit cards is still one of the most convenient ways to shop online. Below are the debit and accepted credit cards: <ul> <li >VISA and Mastercard Credit card.</li> <li >VISA and Mastercard Debit Card.</li> </ul> TFG eGift card <ul> <li >You can make online purchases by redeeming eGift Cards at checkout.</li> <li >If you are paying with your eGift Card and do not have enough available credit, you are able to pay the balance using a credit/debit card, TFG Account card or EFT.</li> <li >For order values that are smaller than the value of the eGift card, you will be issued the balance in a new eGift Card and it will be sent to your email address or cellphone number.</li> <li >eGift Cards are valid for 3 years, upon which they will expire.</li> <li >You can own and pay with multiple eGift cards.</li> </ul> EFT This facility is made possible by Ozow using PayU payment gateway. Ozow is an instant electronic funds transfer (EFT) payment service that allows you to pay directly using your existing internet banking facility. Transfers are secure and payments are instant." }, { "subgroup": "Payment", "label": "Do you accept international credit cards?", "content": "We do not accept any international cards at this point in time. See the question; “What payment options are there?” for accepted payment options." }, { "subgroup": "Payment", "label": "Can I split the payment?", "content": "You are able to split payment when paying with an eGift card or TFG Account card. Multiple eGift cards can be used to pay for an order." }, { "subgroup": "Payment", "label": "When will funds be debited from my Bank account?", "content": "If you paid by Credit/Debit card we reserve the value of the order. This will appear as a pending transaction against your account. When your items are packed and invoiced we will settle the transaction and charge your account. If you paid by TFG Account we reserve the value of your order. We finalise the charge against your account when the items are packed and invoiced. If you paid by EFT, the funds will be deducted from your account when you complete payment in checkout. If you paid by eGift card, the eGift card value is deducted against the balance when you complete payment in checkout." }, { "subgroup": "Payment", "label": "How do reversals work?", "content": "When you complete checkout, we reserve funds until the items are packed and dispatched. If the item is canceled, we will reverse this reservation and will not charge it to your account. There will be no visible refund transaction as no charge was finalised, but your balance will adjust accordingly. This only applies to payments made using a credit/debit card or a TFG Account card. If you paid with a TFG Account card the funds reserved for the item will be reversed immediately and should reflect on your account within 24 hours. For credit and debit cards, TFG will immediately release the funds that were being held. It could take 7-10 days for your balance to adjust depending on your bank. If your balance doesn’t adjust after 10 days, please contact your bank directly." }, { "subgroup": "Payment", "label": "What must I do if my payment is unsuccessful?", "content": "Unsuccessful card transactions may arise due to varying reasons between issuing Banks, payment gateways and also may be as a result of unstable network connectivity. When presented with a declined payment, firstly ensure that you have sufficient funds in your Bank account, attempt making a purchase again and contact your Bank should it subsequently decline. Common reasons include: insufficient funds, incorrect card details, daily limit exceeded. Some banks or bank accounts disable debit cards for online payments, so it's best to contact your bank to enquire further." }, { "subgroup": "Payment", "label": "Are my payment details safe?", "content": "Yes. Your credit card information is encrypted and protected with the best electronic and administrative safeguards via our payment provider PayU. PayU is a Payment Card Industry Data System Security (PCI DSS) Level 1 Certification entity and is certified with the Payment Association of South Africa as a Systems Operator and a Third Party Payment Provider. Ozow that facilitates our Instant-EFT payments via PayU, is a Payment Card Industry Data System Security (PCI DSS) Level 1 Certification entity." }, { "subgroup": "Payment", "label": "I’m having trouble making payment by credit card, what should I do?", "content": "If your card transaction has failed the most probable cause is a bank decline. Our credit card provider acts as a middleman between TFG and your bank to process payment. The ultimate authorisation for a credit card payment comes from your bank. Common reasons include: insufficient funds, incorrect card details, daily limit exceeded. Some banks or bank accounts disable debit cards for online payments, so it’s best to contact your bank to enquire further." }, { "subgroup": "Payment", "label": "How do I pay for an order that is 'Awaiting Payment'?", "content": "Navigate to Accounts & Orders and select Orders. Locate the order you need to pay for and click on the order number. Click Pay Now which will take you to PayU to complete payment. If there is no Pay Now button, please wait 15 minutes for the system to update and try again later. You will only be able to complete payment via Credit or Debit Card and you have 24 hours to complete payment on an order before it is canceled." }, { "subgroup": "Payment", "label": "How long do I have to pay for my order?", "content": "You have 24 hours from placing the order to complete payment. We will send email reminders prior to your order being systematically cancelled to make payment. Please note that stock is not guaranteed." }, { "subgroup": "Payment", "label": "How do I know if my payment was successful?", "content": "You will receive a payment received email and it will be sent to the email address that is saved on your profile. If you did not receive this email you can navigate to Accounts & Orders and select Orders to find all your orders." }, { "subgroup": "Payment", "label": "Why have I received multiple invoices?", "content": "Our system generates an invoice for each item that is dispatched from our warehouses or stores. We may have had to source your items from multiple locations. If this is the case, you will receive multiple invoices and your delivery will be split." }, { "subgroup": "Payment", "label": "How do I change my credit card details?", "content": " You can update your credit card detail during checkout: <ul> <li >Open your bag and go to Secure Checkout.</li> <li >Complete your delivery/collection details and choose Credit/Debit Card as your payment method and select Next.</li> <li >You will be directed to the PayU portal where you can choose from one of your saved cards or Add card. (Cards added here will be available the next time you choose to pay with Credit/Debit card).</li> <li >You can also choose to delete your card details.</li> </ul>" }, { "subgroup": "Payment", "label": "How do I add a promotional code to my order?", "content": "Open your shopping bag and click on the plus icon below the payment summary to add your promotional code, then select Apply. The discount amount will be deducted from the total order value." }, { "subgroup": "Payment", "label": "Why is my promotional code not working?", "content": "Under the brand site, you can go to Terms and Conditions and then select Promotional Voucher to view the terms and conditions of each unique promotion. If you are still experiencing problems, contact our Contact Centre on <a href='mailto:onlineshop@tfg.co.za'>onlineshop@tfg.co.za</a> for assistance." }, { "subgroup": "Orders", "label": "How do I know if my order went through?", "content": "Once the order has been placed, an Order Received email will be sent to the address registered against your online profile. We will only start processing your order once payment has been received. Payment confirmation will be sent separately, to the same email address. You can also track your orders & order status by navigating to Orders under Accounts & Orders, once logged in." }, { "subgroup": "Orders", "label": "Can I make changes to my order?", "content": "Unfortunately, you cannot change your order once payment has been received. Examples of changes include: changing a product, adding or removing items, changing the delivery address or method, or payment method." }, { "subgroup": "Orders", "label": "Can I place an order through the Online Shopping Support team?", "content": "No. Online orders can only be placed on one of our sites or on our myTFGworld app. " }, { "subgroup": "Shipping", "label": "How do I track my order?", "content": "Track your order <a href='https://www.mytfgworld.com/common/footer/orderStatus.jsp'>here</a>, or on our App navigate to your Account and select My Orders to find the order you wish to track (you need to be logged in to view tracking information). Please note that if you have ordered multiple items, they might be sourced from different stores or warehouses and might come in multiple deliveries. The tracking information will show the most up-to-date information for each item. Once the order has been handed over to one of our courier partners, an email will be sent directly from them providing you with a waybill number, which you can use to track the status of your delivery by following the link to their courier tracking portal that they provide. " }, { "subgroup": "Shipping", "label": "Why am I receiving more than one parcel?", "content": "We fulfill items from many warehouses and stores to ensure we have the widest range of products available for online shopping. This means if you order multiple items, or from multiple TFG brands, we might need to source the items from different locations resulting in multiple deliveries. To view the most up to date information for each item you can track your order <a href='https://www.mytfgworld.com/common/footer/orderStatus.jsp'>here</a>. " }, { "subgroup": "Delivery", "label": "What are the shipping options and what do they cost?", "content": "For non-furniture items, TFG offers delivery to your address, or collection from 950 TFG Stores, or 2000+ Pargo Pickup Points. Delivery: <ul> <li >Delivery is FREE to an address of your choice for orders to the value of R500 or more.</li> <li >A R50 delivery fee is charged in checkout on orders under R500.</li> <li >Delivery takes place between 9am and 5pm from Monday to Friday, excluding public holidays.</li> <li >Orders are delivered within 3 to 5 working days.</li> </ul> Collect: <ul> <li >Collection from a TFG Store is FREE for all orders.</li> <li >A R50 collection fee is charged for collection at a Pargo Pickup Point on orders under R500.</li> <li >The opening hours of the collection point will be communicated in checkout, and on the Ready to Collect email.</li> </ul> For furniture delivery and collection information, click <a href='https://www.mytfgworld.com/browse/staticContent.jsp?pageName=delivery'>here</a>." }, { "subgroup": "Delivery", "label": "How long does delivery take?", "content": "Delivery takes between 3 to 5 working days. There may be delays during peak periods. If you live in a remote or outlying area, please expect delivery to take a little longer as these areas are serviced by our couriers less frequently. " }, { "subgroup": "Delivery", "label": "My delivery address has changed. How can I change it?", "content": "Unfortunately, you can't change your delivery address after you have placed your order. If there is a problem with the address you supplied, please contact our Contact Centre on <a href='mailto:onlineshop@tfg.co.za'>onlineshop@tfg.co.za</a> and they will do their best to assist." }, { "subgroup": "Delivery", "label": "Can I change my delivery method?", "content": "Unfortunately, you can't change your delivery method after you have placed your order. If there is a problem with the chosen delivery method, please contact our Contact Centre on <a href='mailto:onlineshop@tfg.co.za'>onlineshop@tfg.co.za</a> and they will do their best to assist." }, { "subgroup": "Delivery", "label": "How do I add a new delivery address?", "content": "Under Accounts and Orders, select Profile and go to My Address, you can edit or remove your existing address, alternatively, you can add a new address by selecting Add a new delivery address, which will appear at the bottom of all saved addresses. All addresses displayed here will be listed in checkout. You can also add a new delivery address during checkout. Please note that you cannot change the delivery/collection address of an existing order." }, { "subgroup": "Delivery", "label": "What happens if I missed delivery of my parcel?", "content": "If an order couldn't be delivered because our couriers were unable to reach you, or due to an incomplete or invalid address, we will try and contact you to arrange a second attempt at delivery. If, after three attempts, we are still unable to successfully deliver your goods, we will return the parcel to our warehouse and process a refund to your original payment method. Please note that this might take up to 10 working days to reflect in your account." }, { "subgroup": "Delivery", "label": "Can I cancel my order?", "content": " Unfortunately our system doesn't allow us to cancel orders once they have been paid for. If you no longer want your item, you can either: <ol> <li> Refuse the delivery, or</li> <li> Return the item to any of our TFG stores .</li> </ol>" }, { "subgroup": "Click and Collect", "label": "What are my options for collection and how does it work?", "content": "1. Collect from a TFG store Collect from over 950 TFG stores across South Africa. Free for all orders. How does it work? <ul> <li>Select Collection from a TFG store during checkout. </li> <li>Choose the store most convenient to you. </li> <li>When your items are ready for collection, TFG/Pargo will send you a notification and a pin. </li> <li>Present your pin and photo ID when you collect your order.</li> <li>Collection is only available during store hours.</li> <li>This option is not available for furniture items.</li> </ul> 2. Collect from a Pargo pick-up point Collect from over 2000 Pargo pick-up points across South Africa. Free for orders of R500 or more. A R50 fee is charged for orders under R500. How does it work? <ul> <li>Select Collection from a Pargo pick-up point during checkout. </li> <li>Choose the point most convenient to you. </li> <li>When your items are ready for collection, Pargo will send you a notification and a pin.</li> <li>Present your pin and photo ID when you collect your order.</li> <li>This option is not available for furniture items. </li> </ul> 3. Furniture collection from our Warehouse Collect furniture items for free from our distribution centres in Johannesburg, Cape Town, Durban, Nelspruit, Bloemfontein or Port Elizabeth. How does it work? <ul> <li>Select the Collect option during checkout and select the distribution centre that you would like to collect from. </li> <li>TFG will contact you when your items are ready for collection.</li> </ul>" }, { "subgroup": "Click and Collect", "label": "I haven’t received my pin; what do I do?", "content": "First track your order <a href='https://www.mytfgworld.com/common/footer/orderStatus.jsp'>here</a> to check if it has been delivered to the Pickup point. If so, the items will be marked as Delivered. If you will receive multiple parcels, you will receive a collection notification and pin per parcel. If you can see that your item has been delivered to your pick-up point and you still haven't received your pin, contact our Contact Centre on onlineshop@tfg.co.za for assistance." }, { "subgroup": "Furniture orders", "label": "What are my options for furniture delivery and collection?", "content": "Delivery <ul> <li >Furniture items are delivered separately to other items. </li> <li >An additional delivery fee, calculated at checkout, will be applied to your order. The fee is calculated using the location of your address relative to our distribution centre.</li> <li >TFG offers a free of charge assembly service if the item is delivered unassembled. </li> <li >Please ensure sufficient space to receive the goods.</li> <li >TFG and our couriers are not able to hoist goods onto balconies.</li> </ul> Collection Collection of furniture items from our distribution centres in Johannesburg, Cape Town, Durban, Nelspruit, Bloemfontein or Port Elizabeth is free of charge. How does it work? <ul> <li >Select the Collect option during checkout and select the distribution centre that you would like to collect from. </li> <li >TFG will contact you when your items are ready for collection.</li> </ul>" }, { "subgroup": "Returns and refunds", "label": "How do I return an item?", "content": "If you are not completely happy with your unused items, you have 30 days to return it for free at a store from which the items originated so that we can facilitate a refund or exchange. Used products that are defective may be returned within 6 months of purchase, subject to assessment by us. Alternatively, contact our Contact Centre on onlineshop@tfg.co.za and we will arrange for a courier to collect your items, or you can drop off your parcel at a Pargo Pickup point. Once the items have been received and passed assessment at our DC, your refund will be generated. Please refer to our <a href='https://www.mytfgworld.com/browse/staticContent.jsp?pageName=Returns'>returns policy</a> and clause 6 of our <a href='https://www.mytfgworld.com/browse/staticContent.jsp?pageName=termsDetailOnline'>terms and conditions</a> for more information and exceptions. " }, { "subgroup": "Returns and refunds", "label": "How do I get my refund and how long does it take?", "content": "Returning your items to a store will result in an immediate refund/exchange. If you paid via instant EFT or debit card then they will refund you in cash. If you return your items through a courier you will receive a refund or exchange once your items have been received and passed a quality assessment at our warehouse. It can take up to 10 working days for the funds to reflect in your account. Please refer to clause 6 of our <a href='https://www.mytfgworld.com/browse/staticContent.jsp?pageName=termsDetailOnline'>terms and conditions</a> for more information." }, { "subgroup": "Returns and refunds", "label": "Why was an item canceled from my order and when will I receive a refund?", "content": "Unfortunately, we might need to cancel an item if we are unable to fulfil it from our warehouses or store stock. Our teams do their best to source the item, but sometimes the stock available on the system isn't suitable for sale. If this is the case, we will reverse your payment or refund you for the item. If you paid by Credit or Debit Card or with a TFG Account card, the funds will be reversed and you will not be charged for the item. When you complete checkout we reserve funds until the items are packed and dispatched. If the item is cancelled, we will reverse this reservation and not charge it to your account. It will not appear as a refund, as no charge was finalised. The funds will be released into your account within 3 to 10 working days. If you paid by EFT we will refund you to your bank account. This will take 5 to 10 working days to reflect in your account. If you paid with an eGift card, we will replace your card within 10 working days." } ] }, { "icon": "egc", "group": "egc", "label": "Egift Cards", "subgroups": [ "general", "buying an egift card", "paying with an egift card" ], "items": [ { "subgroup": "general", "label": "How can I check my eGift Card balance?", "content": "Please contact our Contact Centre on <a href='mailto:onlineshop@tfg.co.za'>onlineshop@tfg.co.za</a>, or go to your nearest store and they will assist." }, { "subgroup": "buying an egift card", "label": "What must I do if I want to buy an eGift Card for someone today, but only want to send it to them on a later date?", "content": "This is not a problem. When you purchase your eGift Card you will be able to select the date that you would like to send the eGift Card via SMS or email." }, { "subgroup": "paying with an egift card", "label": "There isn't enough credit on my eGift Card to pay for the total order. How can I pay the remaining balance?", "content": "If there is not a sufficient balance on the eGift Card to cover the total order, you may pay the remainder using one of the additional payment methods available OR another eGift Card. The total balance of an eGift Card will be used up before a second eGift Card can be applied, or an additional payment method can be chosen. When you have no outstanding balance on your order total, click on ‘Place my order’ to proceed with your order." } ] }, { "icon": "myTFGrewards", "group": "myTFGrewards", "label": "My TFG rewards", "items": [ { "label": "What are the benefits of joining myTFGrewards?", "content": "<ul><li>Rewards Member only offers: enjoy monthly specials and offers both in-store and online.</li><li>Exclusive vouchers: Keep an eye on your inbox for additional vouchers and exclusive offers just for you. Vouchers can be used in store or online.</li></ul>" }, { "label": "How can I join myTFGrewards?", "content": "<ul><li>Existing TFG Rewards members that are permanent South African residents are automatically myTFGrewards members.</li><li>New members can join myTFGrewards at any of the following TFG retail brands: @home, @home Livingspace, @home Concept, American Swiss, Sterns, Archive, Colette, Donna, Exact, Fabiani, Foschini, G-Star Raw, hi, Markham, RFO, Relay Jeans, Soda Bloc, Sportscene, Sterns, The FIX, The Sneaker Factory and Totalsports. Or online by following 2 simple steps.<ul><li>Login with your online profile OR create a new online profile.</li><li>Join rewards by supplying us with your details OR if you have a TFG account or rewards card, simply link your card with your online profile.</li></ul></li></ul>" }, { "label": "I’m a TFG Account customer. Can I join myTFGrewards?", "content": "All TFG Account customers who are permanent South African residents are automatically myTFGrewards members." }, { "label": "I am a TFG Rewards member. Is there anything I need to do?", "content": "Nothing is required. As a myTFGrewards member you will automatically get member only offers & vouchers at the following TFG retail brands: @home, @home Livingspace, @home Concept, American Swiss, Sterns, Archive, Colette, Donna, Exact, Fabiani, Foschini, G-Star Raw, hi, , Markham, RFO, Relay Jeans, Soda Bloc, Sportscene, Sterns, The FIX, The Sneaker Factory and Totalsports." }, { "label": "Where can I update my details?", "content": "You can update your details through your online profile. Account customers need to contact TFG Customer Services on 0860 576 576 or customerservices@tfg.co.za." }, { "label": "My card is lost or stolen, what should I do?", "content": "Call Customer Services on 0860 576 576, request to stop the card. You can then get a new card in store. The store doesn’t have to be the one where you collected your lost/stolen card in but it does need to be the same brand. Example: You signed up/ account approved in Foschini Canal Walk. Your nearest mall is now Fourways. You would need to get your replacement card from Foschini in Fourways. You cannot get your replacement from Markham in Fourways. You may still shop across all TFG brands." }, { "label": "I deleted a SMS with a voucher code. How can I get it back?", "content": "To get all your available vouchers SMS your ID to 42909. Alternatively you can contact TFG Customer Services on 0860 576 576 or customerservices@tfg.co.za." } ] }, { "icon": "discovery", "group": "discovery", "label": "Discovery Card with @Home and @Homelivingspace", "items": [ { "label": "What is this reward?", "content": "Pay for your purchases at @home and @homelivingspace stores with your Discovery Card and you will get cash back. Your cash back is based on your Vitality status and number of years on Vitality." } ] }, { "icon": "vitality", "group": "vitality", "label": "Vitality Health Gear", "items": [ { "label": "How can I earn Discovery Healthy Gear points?", "content": "If you’re a registered customer, simply add your Discovery Healthy Gear card number to your Profile by clicking on Edit. Should your card number change at any time, remember to update it in your Profile so that you can keep earning Healthy Gear points when you purchase qualifying Healthy Gear merchandise. If you’re logged in or you’re shopping as a guest customer, you’ll be able to enter your Discovery Healthy Gear card number on the checkout pages should you have Healthy Gear qualifying merchandise in your basket." } ] } ] }

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