FREQUENTLY ASKED QUESTIONS

General

We currently have 200 stores covering all provinces in South Africa as well as stores in Namibia, Botswana, Lesotho and Eswatini. Please Visit our Store Locator page here to find a store nearest to you.
We believe that online shopping should be as secure as shopping in a store.

Payments made via the website are encrypted, and are carried out by external and secure payment agencies Peach Payments.
We do not have access to any of your details relating to debit or credit cards or other banking information.

We respect your privacy and assure you that we only share your information if you have given us permission to do so. We do reserve the right to disclose information in certain circumstances, as is clearly set out in our Privacy Policy.
Please read the Policy and feel free to Contact Us if you have questions.
    You can browse our site and even select products for your shopping basket without creating an account, however, once you are ready to make a purchase you will need to register an account before you can do so.

    Once you've created an account, shopping with us will be an easy process and you will benefit from:

  1. Fast and easy checkout.
  2. Storage of your various delivery addresses.
  3. Tracking your order.
  4. Looking at past orders.
  5. Latest drops and promotions via our newsletter.
The Terms and Conditions on our website apply to each person who registers an account with us, and to every order and purchase that is made via our website.

It's therefore important that you read and understand the Terms and Conditions before you purchase and if you have any queries about them please Contact Us.
We will only send you emails and our newsletter if you choose this option when you registered your account with us.

We won't pass your details onto anyone else.

If you have opted to receive emails and our newsletter and you change your mind, you can remove yourself from our mailing list whenever you like.
    Don't worry... Simply follow the "Forgot your password?" link when trying to log in.

    We will send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
If you're having trouble signing in please make sure you are using the same email address and password that you used when first registering with us, and that you have entered the address and password correctly.

If you have forgotten your password, simply follow the "Forgot your password?" link when trying to log in.

We will then send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
At present we only offer delivery in South Africa. We currently do not deliver outside of Southern African borders but will be adding more locations in Southern Africa soon. Follow us on social media for the latest updates and news.
Register an account and choose to receive the Dunns newsletter, bringing you all the latest fashion news and updates.

Follow us on Facebook, Instagram, Youtube and Linkedin.
Every style has a size guide associated with it.

You will find the measurements and sizes when clicking "size guide" while viewing a specific product

Payments

We currently have 200 stores covering all provinces in South Africa as well as stores in Namibia, Botswana, Lesotho and Eswatini.
Please Visit our Store Locator page here to find a store nearest to you.
We currently accept all Credit & Debit cards via our payment provider Peach Payments.
The prices shown on our website are inclusive of the sales tax of the relevant region. (Where applicable)
We will always obtain bank authorisation for the charge to your debit/credit card once you place an order with us.

Your card will be charged before we despatch your ordered products.

You will immediately receive an email from us to confirm which products have been purchased and the exact amount being charged to your card.
Once payment has been successful, you will receive a system-generated email/SMS/Whatsapp confirming your order details and that the order was successfully processed.

Please note that the order confirmation email/SMS/Whatsapp is only a confirmation that your payment has been accepted.

As part of our service, we will keep you up to date on the progress of your order. You will receive an email confirming that your products have been picked, packed and have left our warehouse.
We are not always able to specify why card payments have not cleared.

The card payment process involves both our systems and your bank. If a card payment fails, please double check that you have entered all the card details correctly and that you are using a card which has not expired.

If the payment continues to fail then please try an alternative card for payment.
We are not always able to specify why card payments have been declined.

The card payment process involves both our systems and your bank, and there are various circumstances under which a card payment may be declined.

If your payment is declined and you do not know the reason for this, please contact your bank with your query.

You may wish to try an alternative card for payment.

Shopping

You can pay online using a credit, debit or your Dunns, Refinery, Shoe City, Tekkie Town & Ackermans A+ store account card.

However if you don't have your own credit card or store card or are not of the legal contracting age, you will need to ask a family member or friend to help you by shopping on your behalf.

They will need to register an account in their own name, and submit their card details for payment, but they can select your address for delivery, if different to their account address details, and agree that you accept delivery of the order.
Once your order has been picked, packed and has left our warehouse you will receive an email advising you that your order is on its way to you.
Unfortunately, once the payment is complete you can no longer change or cancel your order.

Don't worry though, you can easily return any unwanted products to us for a refund either in-store or online.
Unfortunately, once the payment has completed you can no longer add more products to this order.

You will need to place a new order to purchase additional products. If the second order is received in the same day, we will do our utmost to combine your orders and send to you in 1 delivery.
Unfortunately, once the payment is complete you can no longer change or cancel your order.

However, you can easily return any unwanted products to us for a refund. Orders purchased online can also be returned at your nearest Dunns store.
No, Unfortunately we do not offer this service, and all orders must be placed via the Dunns website.
If you have a problem with the delivery of your order please contact our Customer Service Team who will be able to help you.
We want all our customers to receive top quality products, so if you think there is a fault with a product you have received you can return it to us for an assessment.

If any product fails to give reasonable wear - due to either defective workmanship or materials we will refund you the purchase price.

For details on how to return your faulty products please see our Returns page.
If you have received an incorrect product in your order please let us know by contacting our Customer Services Team.

Please also remember to include your order number within your message as this will help us to quickly identify your order.
If a product is missing from your order please let us know by contacting our Customer Services Team.

Please also remember to include your order number within your message as this will help us to quickly identify your order.

Promotional FAQS

We do offer a free delivery service for purchases over R550 on SA orders only.

Please visit the Delivery & Returns Policy page to view a list of Rates depending on your region.
Yes by creating an account with us you can save multiple delivery addresses in your account.

We are however unable to deliver to certain addresses, including Post Office Boxes, Hospitals, Airports, and Prisons.
We are unable to deliver to Post Office Boxes as a signature of receipt is required.
The delivery agent will need a signature as proof of receipt.

If you're not around when your order is delivered then the delivery company will return your order to our warehouse and we will make arrangements to deliver again.

Please be aware that you may be charged for delivery for a second or subsequent delivery attempt.

Remember that you can select a delivery address that is different to your address on the account registration form - it may be easier for delivery to take place at your work address rather than your home address, as we do not deliver after normal working hours.
If your order is not received after 8 days and seems to be missing please contact our Customer Services Team.

Please remember to include your order number within your message as this will help us speed up the search for your parcel.
Yes, you can exchange an item at your nearest store.
    We hope you love every purchase you make with Dunns.
    However, if you ever need to return a product you can do so within 30 days of receipt either at your nearest store or online.
    Simply follow the process below:
    • When processing an online return please ensure all products remain in their original condition and packaging.
    • Click Returns located at the footer of the website.
    • Enter the email address used to purchase the original order as well as the order number.
    • Please be sure to include the # symbol when entering your Order number.
    • Follow the on-screen prompts

      • Please note that it may take up to 7 working days for a return to be processed once we have received your parcel.
      For reasons of health and hygiene we cannot offer refunds pierced jewellery, and underwear/Swimwear
If you ever need to return a product you can do so within 30 days of receipt.

You will be entitled to a refund if the product has not been worn or damaged, and is returned in its original condition, with the original packaging.

Please see the Delivery & Returns Policy .
Once we have received and processed your returned item/s, and if a refund is approved, our Customer Service Team will get in touch with you to get the account details that you would like the monies refunded to.

Please allow up to 14 working days for the amount to appear on your payment card, and if after this time you have not received your refund please contact our Customer Service Team and we will investigate further.
Yes, lay buys are only available in stores.

The lay buy is valid for 3 months and you are required to pay a 10% deposit when taking out your lay buy.

Please note Lay-bys are only available in-stores & not online.

Find your nearest Dunns store here.

Technical

We do apologize for the inconvenience ... If you are having problems with accessing the site then please get in touch with our Customer Service Team who will be able to help you.

To help us solve the problem, please include as much information as possible about the difficulties you are experiencing.
We do apologize for the inconvenience... If you are having problems viewing the images on the site then please get in touch with our Customer Services Team, via live chat, who will be able to assist you.

Alternately you can contact us via our contact page - click here
If you are having trouble signing in to your account, please make sure you are using the same email address and password that you used when you registered with us.

If the problem persists please get in touch with our Customer Services Team, via live chat, who will be able to assist you.

Alternately you can contact us via contact page - click here
Not at present.

However, our website is fully Mobile responsive and will work on most mobile devices.