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Online Shopping FAQ

How to redeem a gift voucher FAQs

Q: How do I redeem my gift voucher online?

A: Once you have added shopping items to your basket and have proceeded to checkout, you will have the opportunity to enter your unique voucher code.

1. Proceed to checkout

2. Enter your voucher code and press "apply"

3. Confirmation of voucher redeption will be displayed underneath the content block.

4. Continue to checkout.
 

Q: Can I purchase a gift voucher online?

A: No, gift vouchers can only be purchased in-store.

Setting up an online account

Q: Who can shop online?

A: Anyone can shop at www.clicks.co.za from their computers, tablets or smartphones. Customers can either register and complete an online shopping profile so their details are permanently stored, or shop as a guest.

When checking out as a guest, though, customers will need to provide personal details and a delivery address in order to complete the transaction. Clicks will not store this information, unless the customer explicitly requests that we do so.

Q: Do I need to register to shop online with Clicks.co.za?

A: We encourage all shoppers to register and create an online shopping profile to ensure future online shopping transactions are quick and easy. To register, click the “Register” button on the site and follow the screen prompts.

Q: I don’t have a Clicks ClubCard, can I still buy products online?

A: Yes, but you will miss out on all the Clicks ClubCard offers and the opportunity to earn ClubCard points.

Q: I’ve forgotten my password – what do I do?

A: Click “Sign in” on the website homepage menu and follow the “Forgotten Password” prompts. You will then receive an email containing a link to change your password online.

Q: How can I change my profile details?

A: Sign in to your online account and go to “Update My Profile” on the “My Account Summary.” You can change your password here too.

Q: I am having technical difficulties. Who can I contact to assist me?

A: Contact our customer service centre on 0860 254 257 or click here for more contact options.

Q: What are the online shopping legal terms and conditions?

A: Click here for our legal terms and conditions.

Ordering online

Q: Is there a minimum order value to shop online?

There is no minimum order value, but if your order value amounts to over R450, you qualify for free delivery.

Q: Are all products displayed on the website available for sale online?

A: All products displayed on our website are subject to stock availability and will be delivered only within South Africa. Not all products will be available for delivery – certain products, including scheduled medicines and some other categories will be available for in-store purchase only.

All prices are South African rands (ZAR) and are valid and effective only within South Africa.

Q: What if I order something that is out of stock?

A: We reserve the right to discontinue or change the specifications of our products and services from time to time without notice. If any products are unavailable you will not be able to order them online. In the event of us having a problem in providing your order in full we will contact you and refund you for any products not provided.

Clicks also reserves the right to limit the quantity of any item offered for sale.

Q: How do I place an order?

A: Select the “Add to basket” button below the product you would like to purchase. This product will then be added your basket. Follow the prompts to either proceed to checkout or continue shopping.

Q: How do I edit my order?

A: Select the “Basket” button to add or remove items and change quantities.

Q: Can I change or add more to my order after I have submitted it?

A: Yes, if you choose to continue shopping, more items can be added to your basket. Only after you have made payment and received order confirmation will your order be compete.

Q: Is there a limit on how much I can order?

A: Some products and promotional offers are limited to a maximum quantity per customer.

Q: I got interrupted while placing my order – what do I do?

A: The items will still be in your “Basket”.

Q: I have not received an order confirmation – does my order exist?

Check your “Order History” in “My Account Summary”. This can be found by Clicking on your name on the menu bar or from the link in the footer. Click here for quick access.

Q: Can I track my order?

A: Yes. Go to “My Account Summary”. This can be found by Clicking on your name on the menu bar or from the link in the footer – here you’ll be able to view your order and track its status. Click here for quick access.

If the information is not satisfactory, contact our customer service centre on 0860 254 257.

Q: How do I check the orders that I have already placed?

A: Check your “Order History” in “My Account Summary”. This can be found by Clicking on your name on the menu bar or from the link in the footer. Click here for quick access.

Q: How do I cancel my order?

A: An order cannot be cancelled online. Once you receive the purchased goods, they must be returned to a Clicks store close to you and you will be refunded in-store. Simply fill out the packing form included with your delivery and return it, together with the invoice and your order, for an in-store refund.

Payment FAQs

Q: How do I pay for my product?

A: Our online payment options include:

• Credit card: Visa or MasterCard

• Debit card: Visa or MasterCard

• Electronic funds transfer (EFT) via PayU EFT Pro

We will debit the total value of your online order against the payment card tendered during the checkout process. Payment will be effected on confirmation of your order and prior to delivery.

Q: How does PayU EFT Pro work?

A: PayU EFT Pro is an instant electronic funds transfer (EFT) payment service that allows you to pay online directly using your existing internet banking facility. Transfers are secure and payments are instant. EFTs can be made using the following banks: ABSA, FNB, Nedbank, Capitec and Standard Bank. (Investec coming soon)

PayU EFT Pro is perfect for shoppers who don't have a credit card to shop online with, because this payment solution enables you to pay for goods by electronically transferring funds using internet banking.

Q: Is my credit card data secure?

A: Clicks subscribes to the highest security and encryption standards, allowing our customers to shop with absolute peace of mind!

Payments are managed through our secure payments provider PayU, who use the necessary physical, electronic and administrative safeguards to ensure all online transactions are safe and secure.

3D Secure is an added layer of security required for all Clicks online transactions to ensure that they are safe and secure. It is mandated by the Card Associations and managed by South African banks. Master Card uses a security product called SecureCode. Visa uses a security product call Verified by Visa.

With 3D Secure, your online credit and debit card payment is redirected to your bank's 3D Secure service (on your bank's website) to facilitate the authentication process for your online payment.

Q: How do I know whether my credit card is activated for 3D Secure?

A: If your card has not yet been activated for 3D Secure, you should see a notification in the verification panel when paying by credit card. MasterCard holders will be prompted to "Protect / Activate your MasterCard Online." Visa holders will be asked to "Activate Verified by Visa on your card."

Q: How do I register for 3D Secure?

A: If you have not registered for 3D Secure, all you need to do is follow the instructions for your bank below in order to activate your card:

Absa: https://acsabsa.bankserv.co.za/Activation
Nedbank: https://acsnedcor.bankserv.co.za/Activation
Standard Bank: https://acssb.bankserv.co.za/Activation?fiID=3
FNB: Log on to your FNB Online Banking profile and follow these prompts:
• Select the "My Bank Accounts" tab
• Select the "My Cards" sub tab
• Click on "Activate Now" in the "Verified by Visa" column for the card that you would like to activate
• Capture the relevant details
• You will be sent an OTP to your mobile phone which you will then need to enter on your online banking profile
Investec: Please use your credit card pin when prompted to submit the one-time password (OTP)

Q: My bank is not listed, how do I enroll for 3D Secure / Payer Authentication?

A: Please contact your bank to find out how you can enroll for 3D Secure or Payer Authentication on your credit card. Certain credit card issuers, such as American Express and Diners Club, do not subscribe to 3D Secure / Payer Authentication yet. These cardholders will not be required to enter a One-Time Pin or Password when shopping online.

Q: Will I earn Clicks ClubCard Points for online purchases?

A: Yes, you will – exactly the same purchasing principles apply as if in-store, and points will be earned on online checkout.

Q: Can I use my Clicks CashBack/ClubCard Points on my ClubCard to pay for online purchases?

A: No, not yet, but watch this space as this feature will be available in future.

Q: Will my Discovery Vitality CashBack on HealthyCare items apply at checkout?

A: Yes, exactly as if in-store, the cashback will apply on online checkout.

Q: Can I redeem/use a gift voucher online?

A: Not currently, but watch this space as this will be possible in the near future.

Q: How do I check that my payment has been received and processed?

A: As soon as we receive your payment, we will send you an email to confirm that order has been confirmed. You will also get an order confirmation on screen and your basket will be empty.

Q: How do I get an invoice for my order?

A: You will receive a printed tax invoice with your order.

Delivery FAQs

Q: What are my delivery options?

A: Choose from 2 delivery options:

Standard delivery Door-to-door delivery via courier to most post codes within South Africa Flat delivery fee of R50. FREE for orders over R450 1-3 working days
click & collect Order and pay online, collect your parcel at Clicks store Collection fee of R15. FREE for orders over R150 1-3 working days

1. Standard delivery

Clicks currently delivers door-to-door via courier to most postcodes within South Africa. Deliveries are made to an address of your choice, whether it be your business or residential address. However, Clicks does not deliver to PO Box addresses.

Please note that it might not be possible for Clicks to deliver to certain areas. During the online checkout process, you will be required to enter your postal code and address to determine if your area is eligible for door-to-door delivery.

2. Click & collect

Clicks also offers you the option of collecting your online order at a Clicks store of your choice with our newly launched click & collect service.

Once you have placed your order, you will receive an email confirming your order and delivery selection. You will receive an SMS to confirm that your order is ready for collection at your selected store. The SMS will include a unique order pin code. To collect your order in-store, simply present your pin code at the designated Customer Care counter.

Please do not arrive in store to collect your order until you have received your confirmation SMS and unique pin code as it may not be ready for collection.

The click & collect service is available at all Clicks stores.

Q: Does Clicks deliver products beyond South African borders?

A: Not yet.

Q: How long does it normally take to receive an order?

Our courier company will deliver during office hours (8am–5pm; Monday to Friday), usually 1-3 working days from the day your order was placed and paid for. No deliveries will be made on weekends and public holidays. click & collect orders are usually available within 1-3 working days for collection at your chosen Clicks store.

Q: Can I select somebody to receive my order for me if I am not going to be there when the courier service delivers to me?

Yes you can, but do note that Clicks will not accept responsibility for anyone who receives your order at your chosen address, that is not authorised to do so.

Q: What happens if a product is missing from my order?

A: Contact our customer service centre immediately on 0860 254 257.

Q: Where is My Order?

You can check your “Order Status” by following the link on your order confirmation email or by logging onto your account on www.clicks.co.za and viewing orders in “My Account Summary”.

Q: What happens if my parcel is damaged when I receive it?

A: Please follow our returns policy and return to your nearest Clicks store. The courier company is not authorised to accept goods for return on delivery. Remember to take your printed invoice and packing order form, included with your order, with you in to store.

Q: What happens if my order gets lost by the courier?

A: Notify our customer service centre immediately on 0860 254 257 – a refund will be actioned.

Gifting and airtime FAQs

Q: Can I purchase airtime online?

A: No, airtime can only be purchased in-store.

Q: Can I buy a product online as a gift and get it sent to another person?

A: No, gifting is not currently one of our online offerings but watch this space, this functionality is coming soon.
 

Returns, refunds, exchanges and cancellation FAQs

Q: How do I return an item bought on Clicks.co.za?

A: If you are not satisfied with your online purchase you may return it within 60 calendar days to your closest Clicks store for a full refund, replacement or exchange. Please ensure you bring the following with you:

• The original tax invoice sent with the order

• The Packing List sent with the parcel with the reason code and quantity to be returned filled in on the form

• The product for return in unused condition and original packaging (unless damaged)

All returns are subject to our terms and conditions which are available here.

Q: I’ve been sent the wrong item – what should I do?

A: Exchanges and swaps can be done in any Clicks store. Simply go to your nearest store with the incorrect item and your delivery form and we’ll happily exchange the item for the correct one.

Please ensure you bring the following with you:

• The original tax invoice sent with the order

• The Packing List sent with the parcel with the reason code and quantity to be returned filled in on the form

• The product for return in unused condition and original packaging (unless damaged)

All returns are subject to our terms and conditions which are available here.

Q: I’ve received a damaged item – what should I do?

A: Exchanges and swaps can be done in any Clicks store. Simply go to your nearest store with the incorrect item and delivery form and we’ll happily exchange the item for the correct one. Please ensure you bring the following with you:

• The original tax invoice sent with the order

• The Packing List sent with the parcel with the reason code and quantity to be returned filled in on the form

• The product for return in unused condition and original packaging (unless damaged)

All returns are subject to our terms and conditions which are available here.

Q: How do I cancel my order?

A: An order cannot be cancelled online. Once you receive the purchased goods, they must be returned to a Clicks store close to you and you will be refunded in-store.

Please ensure you bring the following with you:

• The original tax invoice sent with the order

• The Packing List sent with the parcel with the reason code and quantity to be returned filled in on the form

• The product for return in unused condition and original packaging (unless damaged)

All returns are subject to our terms and conditions which are available here.

Personal details and privacy FAQs

Q: I’ve forgotten my password – what do I do?

A: Click “Sign in” on the website homepage menu and follow the “Forgotten Password” prompts. You will then receive an email containing a link to change your password online.

Q: How secure are my personal details on Clicks.co.za?

A: They are completely secure. When you share your details with us, including personal or payment information, we ensure that your information is encrypted and protected with the best encryption software in the industry, that is, SSL (Secure Socket Layer). You will see a lock icon at the bottom of your Internet browser confirming that you are on an encrypted page when this security is required.

Q: Will you sell my personal details onto third parties?

A: No, we will not – your details remain confidential at all times.

Q: By registering on your site, will it mean I will receive unsolicited emails and marketing information?

A: No. We will contact you with news of Clicks special offers and promotions only if you agreed to this.

Q: Are cookies being used on Clicks.co.za?

A: Yes, they are – a cookie stores some of your personal information, the contents of your shopping basket, and other information in an encrypted format, which is recalled when you return to the Clicks site so that this can speed up identification and the ordering and delivery processes by for example, displaying the last delivery address you entered so you don’t have to enter it again. If you’d rather Clicks.co.za doesn’t do this, then disable cookies in your Internet browser “Options”.

Q: How can I change my profile details?

A: Sign in to your online account and go to “Update My Profile” on the “My Account Summary.” You can change your password here too.

Q: What should I do if someone steals my login and password details?

A: Ensure you keep your login details and passwords private so that only you can login to Clicks.co.za. If you suspect someone has stolen your details, please contact our customer service centre immediately on 0860 254 257.

Any more questions?

Use our contact page, or call our Customer Service Centre on 0860 254 257
Contact us