We are here to help

Find answers on when you will get your order, exchange and returns plus all the other frequent questions we get


I'm missing a product from my order, what do I do?

Unfortunately, things do go wrong sometimes. If there is any item missing, damaged or not working from your order, we will do everything we can to help correcting the mistake. You can contact us telephonically, send an email to returns@firstshop.co.za, or use our live chat for an immediate response.

What do I do if I receive a faulty item in my order?

Each brand supplied by FirstShop has its own set of procedures that apply to faulty products. Generally, this may vary from an onsite replacement and collection service or collect for an assessment process. Send an email to returns@firstshop.co.za or alternatively call us on our National Hotline number 0800 390 021. An agent will advise what the correct process to follow is to resolve the issue in the fastest, most efficient manner possible.

Will you refund the shipping charges on my parcel?

Although we strive to always offer our customers competitive prices for all the products available on purchase, there are real-world costs to delivering products. Unfortunately, FirstShop will not refund delivery charges. However, should a product be delivered incorrectly, we will collect and deliver the correct item ordered at no additional charges to you.

Why is the website product code different to my delivery note?

There should be no difference between the product code on our website and the product code on the delivery note. Before accepting your delivery, ensure that the product code on your order is the same as on your delivery note and that the product code is visible on the product packaging. This will ensure that you receive exactly what you ordered.


Why have I received an email saying the item I have ordered, is out of stock?

In the unlikely event that we are not able to fulfil your order, you will be notified by one of our consultants telephonically or via email. On rare occasions, items may display as “in stock”, but the product has been sold out. It also happens that there may be damaged items displayed on our system and the problem is only recognised once our warehouse staff picks the item from the shelf and informs us of the problem. Expect one of our agents to notify you of when the item will be available again, or to discuss an alternative product option that will suit your needs.

How can I search to find products on the website?

Our search function can be used by entering a product number, a product SKU, a product barcode, a product name, a product category, or a brand name, into the search field located at the top of our web pages. Feel free to browse our various product categories and make use of the filtering system, located on the left-hand side of selected product categories. Our team is also ready and waiting to help you find the right product for you.

Can you tell me more about your Price Promise policy?

We endeavour to keep our online product pages accurate and up to date. The only time a price will not be valid, will be in a case of a ‘manifest error’. These errors are described as errors that are ‘obvious and/or easily demonstratable’. Should an error occur, you will be notified in writing at the time of such an error being identified. Your order will be cancelled, and you will receive a full refund immediately.


What is your return policy?

All products supplied by FirstShop carry a minimum one-year manufacturer warranty. Some isolated product categories, like software, are excluded. Should any product ordered from FirstShop be delivered incorrectly, we will collect and replace the product at no charge to you, subject that we are notified within 10 days after delivery.

Should a product be suspected of being faulty or malfunctioning within 10 days of delivery, we will collect the item for exchange or follow the manufacturer’s warranty process (if applicable) with no collection or delivery fees charged to you. Should a product be suspected of being faulty or malfunctioning after 10 days of delivery, the manufacturer’s warranty process will be followed and a collection and/or delivery fee may be applicable to facilitate the enquiry.

Please see our returns and refund policy page for more information.

When can I expect my refund?

In the unlikely event of an order being cancelled due to our inability to supply the ordered items, your order will be refunded in full, immediately.

If an item was returned within 10 days of our delivery and a replacement is not wanted, you will be refunded immediately upon the manufacturer’s (or its agent’s) acknowledgment of receipt of the item.

If an item was returned after 10 days of our delivery, we must follow the manufacturer’s warranty policy. Usually, your item will be returned to the manufacturer (or their agent) for assessment. Should the item be found to malfunction, they will provide a replacement. Should a replacement not be available, they will provide us with a credit note. Once we receive the credit note, you will be refunded immediately.

Note that refunding via credit cards can take up to 14 days, due to banking and/or payment gateway processes, out of our control. Therefore, we prefer refunding customer via EFT to speed up the process for the funds to reflect in your account

We require a digitally stamped letter from your bank to confirm that we are refunding you and not somebody else. A bank account confirmation letter is easily obtainable by simply downloading it from your online banking app and forwarded on to us at refunds@firstshop.co.za

Please see our returns and refund policy page for more information.