Frequently Asked Questions | Outdoor Warehouse

Why should I register?

To make purchases on our website, you need to have a registered profile. This profile includes a username and password, which you will need to log in. If you do not have a username or password, you will need to create a profile.

Will my details be supplied to other companies?

No. We respect your privacy and do not disclose your information to third parties.

How can I recover my password if I have forgotten it?

Select the “Forgotten Password” link when logging into your profile and enter your registered email address. We will email a link to the registered email address, allowing you to update your password..

Which products can I purchase online?

All products are available to buy online, except those marked with a green ‘in-store only’ ribbon. Note: Certain items may only be available for shipping in select areas.

What assistance is provided to ensure that I select the correct product?

Each product on our website includes detailed descriptions to help you compare and choose the right items for your outdoor adventures. We also offer Expert Advice in certain sections. For further assistance, please contact us toll-free on 0800 007 261. Our Toll-Free Line is available during the following hours: • Mon - Fri: 09:00 - 18:00 • Sat - Sun: 09:00 - 14:00

What card types do you accept?

We accept all VISA and MasterCard credit and debit cards registered with local South African banks. Currently, we do not accept any international credit cards.

Do you accept lay-buys?

Regrettably, we do not accept lay-buys.

Do you accept direct deposits?

Yes, we do. Please select it as a payment method during checkout.

Do you accept Gift Cards as a method of payment for online purchases?

Yes, all Gift Cards bought online or in-store can be used towards online purchases. Upon checkout, simply enter your Gift Card number to redeem either a portion of or the full amount of your Gift Card.

Do you accept Discovery Miles?

Yes, we do. Please select it as a payment method during checkout. Please note: Discovery Miles may only be redeemed against online purchases and are not applicable in stores.

Who do I contact if I have any payment queries or suspect fraudulent transactions on my card?

For any payment-related queries or if you suspect fraudulent transactions on your credit card, please contact us on 0800 007 261.

Is it possible to cancel my order before delivery?

Yes, your order will be dealt with according to our refund policy. Simply contact us on 0800 007 261 to arrange for your order to be refunded before dispatch.

Can I have goods refunded or exchanged if they were purchased online?

Yes. Goods purchased online can be exchanged or refunded at any of our 38 stores located in South Africa (recommended method) provided that: • There is valid proof of purchase, i.e. original tax invoice, • It is within 6 months of the original purchase date, • It is in its original packaging or condition, • The security seal or shrink wrap is intact, • It is unworn, unused, and the online store's price ticket is attached, • We have confirmation of funds received in our account. Goods purchased online can also be refunded through the Webstore within 48 hours after acceptance of delivery. After the 48-hour period, the goods can only be refunded at any of our 35 stores located in South Africa. Products purchased online can be exchanged at any Outdoor Warehouse store nationally. No product exchanges can be done through our Webstore. Refunds can ONLY be processed on the credit card used for the original purchase. (Applicable to returns made to the online store and all stores nationally.)

Are the delivery fees refunded as well?

Delivery fees will be refunded if the goods delivered were damaged or did not match your online order. Should you choose to replace the damaged product, no additional delivery fees will be charged. Delivery fees are not refundable if the goods ordered did not meet your expectations and you no longer want the product, e.g., incorrect size ordered.

How long does it take for the refund to reflect on my account?

All major banks have a standard policy of processing refunded credit card transactions within 7-10 business days.

Can Outdoor Warehouse terminate or cancel my account?

Yes. Outdoor Warehouse reserves the right to refuse service, cancel orders, and terminate accounts at the company's discretion.

Is this website secure?

Yes. Virtual Card Services process all credit card transactions. All credit card transactions are 128-bit Secure Socket Layer (SSL) encrypted. The company registration documents and the site's registered domain name are checked and verified by Thawte, ensuring that nobody can impersonate VCS to obtain confidential information.

What delivery options do I have?

We offer delivery to any specified address within South Africa for each online order. You can change your specified address for each delivery or set it to remain your billing address.

What are the delivery costs?

Our delivery charges vary depending on the order amount and shipping location. View our charges here.

Do you deliver outside of South Africa?

No. We can only deliver goods within the borders of the Republic of South Africa.

When will the goods be delivered and by whom?

Your product(s) will be delivered within 5 business days of the order date. The products will be delivered by either Dawn Wing or the Holdsport Service Centre. We reserve the right to contact customers to arrange alternative delivery methods and timelines if your delivery address is remote, or to cancel the order if delivery is not feasible.

What happens if I am not available when delivery is made?

You can indicate an authorised person to receive the order on your behalf under “Notes” as part of the verification process. If you are not available to accept the goods during delivery, we will request your authorised person to collect on your behalf.

Which browsers work well for this website?

For the best experience on our website, we recommend using the latest versions of Google Chrome, Mozilla Firefox, or Microsoft Internet Explorer 9 or later.

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