FAQ

GETTING STARTED

Registering on iToys is quick and easy. Simply click here to create an account and get started. You can also use the Facebook Login option, which will use your login information from Facebook to create an iToys account. Using your Facebook account to create an iToys account does not let iToys access your Facebook account without your permission or post anything to your Facebook.
No. You are welcome to do a Guest Checkout, which means you do not need to create an account when shopping. You will see the option to do a Guest Checkout at Step 1 on the Checkout page. The advantage of creating an account is that you are able to shop faster, stay up to date on your order status and keep track of previous orders. If you decide not to create an account, you'll be notified of any updates to your order status by email only.

Shopping on iToys is a very simple and straight-forward process:

1. Find the product(s) you would like to purchase:

Use the dropdown menu at the top of the website to navigate to the specific product category that has the product you are interested in. For example, if you are looking for a cover for your iPhone 6s, you'll use the menu to navigate to iPhone -> Covers & Cases -> iPhone 6/6s. You can also use the Search box if you are not sure which category to find the item you are looking for. If you cannot find the item you are looking for, please contact us to see if we can assist.

2. Add to cart:

After you have found a product that you would like to purchase, you can click on the Add To Cart button to add the item to your shopping cart. For some items where there is a colour or size option associated with the item, you will need to first select your preferred colour or size option before you are allowed to add the item to your cart.

OR

Add to wishlist:

If you have created an iToys account, you will also have the option to add products to your wishlist. The wishlist allows you to keep a record of products you are interested in, but do not necessarily want to purchase straight away. You can save products in your wishlist and move them to your shopping cart when you are ready to purchase them.

3. Checkout:

After you have added your items to the shopping cart, you are able to begin the Checkout process. Click on the Shopping Cart icon in the top right hand corner of the page, and you'll see the option to "View Cart" or to "Checkout". If you have a coupon code you would like to use, or would like to estimate your delivery cost, please click on "View Cart" for these options. If you would like to proceed straight to making payment and completing your purchase, please click on the "Checkout" option. When checking out, you will first be asked to register, sign in or do a Guest Checkout if you would not like to create an account. From there, you'll be guided along the rest of the checkout process and will need to follow the 6 checkout steps to complete your purchase. Please ensure all of your billing and delivery information is correct to ensure a smooth, quick checkout experience with us.

DELIVERY INFORMATION

iToys can deliver to any town or city in South Africa, as well as a few international destinations. If you are in a main city in South Africa, we can deliver directly to your door using our courier service partners. If you live on a farm or outlying area in South Africa, we can deliver to your nearest SA Post Office branch. If you are not sure if we can deliver to you, please contact us before you place your order.

iToys currently offers 3 convenient delivery methods:

1. Standard Delivery - we deliver directly to your home or office address, usually within 1 - 4 business days depending on your location.
2. Express Delivery - we deliver directly to your home or office address, usually within 1 - 2 business days depending on your location.
3. Post Office Delivery - we deliver to your nearest SA Post Office branch or PO Box address, usually within 5 - 8 business days depending on your location.

Free deliveries are delivered using our Standard Delivery option if you are in a main city, and the Post Office is used to deliver to smaller South African towns, farms and outlying areas.

The delivery time depends on your location, and also the delivery option you selected for your order. If you selected the Express Delivery option, you can expect to receive your order within 1 - 3 business days anywhere in South Africa. If you have selected the Standard Delivery or Free Delivery option and live in a main city, you can expect the delivery time to be around 2 - 4 business days to your door. If you live on a farm or smaller South African town, you can expect your order to arrive at your local SA Post Office branch usually within 5 - 8 business days.

Please see our Delivery Information page for a more accurate comparison of estimated delivery times in different South African cities when using our various delivery options.

 Delivery Option Delivery to a Main Centres Delivery to outlying areas, farms or PO Boxes
 Standard Delivery (Order value less than R500) R45 R45
 Standard Delivery (Order value more than R500) Free Free
 Express Delivery (Order value less than R500) R95 N/A
 Express Delivery (Order value more than R500) R95 N/A
 Post Office Delivery (Order value less than R500) R35 R35
 Post Office Delivery (Order value more than R500) Free Free

After your order has been dispatched, you'll receive an email from us containing your tracking number and an online tracking link to track the progress of your delivery online. Once you have received your tracking number you can also make use of our online Track & Trace tool.

You are welcome to contact a courier company directly if you have had a delay with receiving your order, would like to change the delivery address, or if you would like to find out when to expect your parcel to arrive. You'll find contact details for all of our delivery partners on the Track & Trace page. Be sure to have your tracking number ready when contacting a delivery company so they can easily locate your order on their system.

We currently do not allow for any order collections.

If your order is being couriered to you, the parcel will be delivered to your specified delivery address. If you are not available to receive the parcel, anyone else at the address can sign for the parcel on your behalf (e.g. family member, staff member, receptionist or concierge). If your order is being delivered by SA Post Office, you'll need to collect the parcel yourself from your nearest post office branch with your South African ID.

If your parcel has already been dispatched to you, we can change the delivery address only if the delivery is being fulfilled by one of our courier service partners. Unfortunately we cannot change the delivery address if your delivery is being fulfilled by the SA Post Office.

To request a change of delivery address, please contact us with your order information and new delivery address. We will then arrange the change of delivery address with our courier service.

If you receive your order and notice any item is missing, please contact us with your order number so we can resolve the issue for you ASAP.

We can deliver to a few select countries around the world. Please contact us if you do not see any delivery option available for your country.

PAYMENT INFORMATION

iToys offers a wide range of payment options, including Credit / Debit / Cheque Cards, Manual EFT, Instant EFT via PayFast, MiMoney, BitCoin, uKash and others.

Shopping on iToys is 100% safe and secure. Our website uses the highest level of SSL internet security from Thawte to ensure your information is always safe and your shopping environment is always secure. When making payment using a credit or cheque card on iToys the transaction is processed by MyGate, South Africa's most secure payment gateway. iToys does not receive any details of your card information from MyGate - we only get notified if your payment was successful or not.

If you would like to pay for your order by EFT payment, please select the "Make an EFT Payment" option during checkout. After you have selected this option, you can continue with the checkout steps and confirm your order. Once you have completed the checkout steps and confirmed your order, you'll instantly receive an email from us containing your order details, our bank account details, and payment instructions for your EFT payment. When making an EFT payment, please use only your order number as the payment reference and email the Proof Of Payment to info@iToys.co.za

Please follow the guides below to find your Proof of Payment in your online banking portal.  


ABSA

    1. Log into internet banking 
    2. Using the main menu, navigate to: 

        Payments → View beneficiaries → Main if you added iToys as a beneficiary, or
        Payments → View once-off if you made a once off payment to iToys


    3. Select “iToys” from the drop down menu and click View >
    4. Select the payment you want proof of payment for by clicking the check box next to it and click Resend
    5. On the next page, enter details as follows:

        Resend Notice of this Payment(s) to beneficiary? = <CHECKED>
        Send it to = Email
        E-mail Address = “info@iToys.co.za”
        Recipient name = “iToys”
        Reference = “Your Order Number”


    6. Click Next >
    7. Ensure the details displayed are correct and click Resend >


FNB

    1. Log into internet banking.
    2. Click on the Payments tab at the top of your screen.
    3. On the left of the screen click on Payments History.
    4. Again on the left of the screen you can click on Send proof of payment.
    5. Locate the necessary payment and Click on the Recipient Name.
    6. Select email as method and use info@iToys.co.za as the email address.

OR

    1. Log into internet banking.
    2. Click on the Payments Tab at the top of your screen.
    3. On the left of the screen click on Payments History.
    4. This will open your payment history, locate the necessary payment and click on the Recipient Name to open the proof of payment.
    5. Once open, you can click on the download button at the bottom of the screen to save the proof of payment to a location on your PC.


Nedbank

    1. Log into internet banking. 
    2. Using the main menu, navigate to Payments → Beneficiary Payment History.
    3. Select appropriate values from Beneficiary list and Beneficiary to display payments to iToys.
    4. Recent payments to iToys will be display which you can either:

        print and email to us, or
        can have emailed to us directly from within internet banking.


Standard Bank

    1. Log into internet banking. 
    2. Click on the Payments and transfers tab. 
    3. Click on the Transaction history tab. 
    4. Select you search method to find your payment and click View. 
    5. Find the required payment and either:

        Click the link under the Beneficiary name & reference column.
        A new window will open showing your proof of payment.
        Send this to us by printing it to PDF and emailing it to “info@iToys.co.za”. 

OR

        Click View button under the Payment Confirmation column. 
        On the next page, enter details as follows:
        - Send payment confirmation = <CHECKED>
        - Payment confirmation method = “E-mail”
        - Recipient Name = “iToys"
        - Recipient Address = info@iToys.co.za

        Click “Send payment confirmation” to send payment confirmation to us via email.

NOTE:

- If you are making payment for an order by EFT, please ensure you have first completed the Checkout process on our website and have selected the EFT payment option.
- Please use only your order number as the payment reference, and email the Proof Of Payment to info@iToys.co.za

Banking Details:

Account Name: iToys Online (Pty) Ltd
Bank: First National Bank (FNB)
Acc No: 62407726308
Branch: Claremont
Branch Code: 200109

If you are paying by credit card, your card will be charged after you have successfully completed the checkout process. We'll contact you if there is any issue with your payment.

Instant EFT is a payment method from PayFast that is similar to a regular EFT payment, except there is no waiting period. To make an Instant EFT payment, please select the PayFast payment option during checkout and follow the steps from there. Unlike regular EFTs, you do not need to send through a Proof Of Payment when making an Instant EFT payment. We receive a notification from PayFast as soon as you have completed your Instant EFT payment and confirmed your order on our website.

Unfortunately we currently do not accept eBucks as a payment method.

RETURNS & EXCHANGES

Any item purchased on iToys can be returned within 30 days after it has been delivered to you. Please click here to view our full returns policy.

Returning a product on iToys is a quick and easy process. Please follow the steps below when returning an item to ensure we can process your return request fast and efficiently.

1. Log your return/exchange with iToys

If you have created an account with us, you can return an item for a refund or credit by simply logging in to your iToys account and clicking on Order History. Once you have located the order that you would like to return from your list of orders, click on the eye icon to view the order details. You will see next to each item in your order there is an option to Reorder the item, and an option to Return the item. Click on the Return icon to create a return request and to receive your RMA number. After you have done this, we'll take care of the rest and will arrange for our couriers to come collect the item from you.

If you do not have an account with iToys, please email us to arrange your return. We will then schedule our courier service to come collect the item from you and return it to us.

2. Prepare the parcel for collection 

After your return has been logged with us, pack the item(s) into their original packaging and have them ready for collection. Please also include the invoice you received with the item so we can easily identify your return.

3. Courier collection

Our courier service will contact you directly to confirm the day of collection. When the courier driver comes to collect the parcel, they will give you a courier bag for you to insert the returned items into. If you are returning an item within 30 days of purchasing, the return shipping cost is free.

4. Exchange, replacement or refund

We'll notify you within 2 business days after we have received your returned item(s). If you are replacing a faulty item, your replacement parcel will be dispatched to you within 3 business days. If you are exchanging a product, your account will be credited and you'll be able to place a new order. If you are requesting a refund, a refund payment will be processed within 3 business days based on the payment method you used for the purchase. If you used a coupon or voucher with your order, you will be refunded for the rand value of the product after the coupon/voucher discount had been applied. The value of the voucher or coupon code will not be refunded.

If you are not happy with an item, you can log a return within 30 days of receiving it. After 30 days, you can only return a product that is faulty.

You can return an item within 30 days for a free exchange.

To request an exchange:

If you have an iToys account

1. You can request an exchange the same way you would log a return. Login to your iToys account and go to My Account -> Order History.

2. Click on the eye icon next to the order containing the item you would like to exchange, and click the Return button next to the item you would like to return.

3. Complete the Product Return form to log your exchange and receive an RMA number.

4. After you have done this, we'll contact you within 3 days to arrange the product exchange.

5. Our couriers will deliver the new item to you and collect the returning item from, usually in a single visit.

If you do not have an iToys account

Please email us with your order number and details of your exchange request. Our couriers will then contact you to arrange the exchange.

Once we have received your return, the return request will be processed within 3 business days.

We'll send you an email notification as soon as we have received your return.

Unfortunately not – the complete item with any add-ons or accessories needs to be returned.

Any item returned without the original packaging or in damaged packaging is subject to a R50 re-packaging fee. This will be deducted from the value of the refund payment or store credit.

REFUND INFORMATION

You will be refunded in full for any item returned in the original/undamaged packaging within 30 days of receiving it. If the original packaging is missing or damaged, the item will be subject to a R50 re-packaging fee which will be deducted from the refund value.

The available refund options depend on the reason for the return, and include the following:

Account Credit – your iToys account is credited with the refund amount.
Exchange – You can request an exchange if you’d like a different size and/or colour of the same product.
Replacement – If you have received a faulty or damaged product, you can request a replacement product.
Refund – You can request a refund rather than account credit. Refunds payments are processed based on the payment method you used for your purchase.

Refunds are processed within 3 business days after we have received the refund request. The refund payment method is based on the payment method that you used for the purchase. If you paid using a credit or cheque card, your payment will be reversed directly back to the same card. This can take 5 - 7 days to reflect in your account depending on your bank's processing times. If you paid for your order by EFT, your refund payment will also be processed by EFT and may take 2 - 3 business days to reflect in your account.

Delivery fees are not refundable unless an order has arrived damaged, defective, incorrect or missing.

If you have received a Refund Confirmation email from us, you can rest assured your refund payment has been processed on our side. It can sometimes take an extra 3 - 5 business days for your bank to process the payment and for the funds to reflect back in your account.

If you have still not yet received your refund payment 5 days after receiving the Refund Confirmation email, please contact us and we'll follow it up for you.

CANCELLATIONS

You are welcome to cancel an order before it has been dispatched for delivery. If you would like to cancel an order after it has already been dispatched, you can do so in accordance with our returns policy.

Please email info@iToys.co.za with your order number if you would like to cancel an item from your order, or if you would like to cancel a full order. If the order has already been processed, you'll have the option of having your payment refunded in full or to receive iToys credit.

GENERAL QUESTIONS

Please note there is a difference between coupon codes and gift vouchers. If you have a coupon code, please enter the code into the coupon code box on the Cart page. If you have received a gift voucher, you'll need to enter the voucher code into the gift voucher box on the Cart page.

Please also take note of the following:

- Coupon codes usually have a minimum spend value, as well as an expiry date. If you received a coupon code by email, you'll see the minimum spend value and expiry date specified in the email.
- Gift vouchers and coupon codes can usually only be used once unless otherwise stated.
- You cannot apply more than one coupon code or gift voucher to an order.
- Certain brands can sometimes be excluded from coupon code promotions.

Double check that the name on card, card number and expiry date information is entered in correctly.
Check that the CVC number on the back of the card is also correct.
If you are still having an issue, please contact us.

FREE DELIVERY ORDERS OVER R450

9AM - 5PM CHAT SUPPORT

FREE RETURNS AND EXCHANGES

087 238 2117 (9AM - 5PM)