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Ordering from our online store
Q: How do I place an order?
Navigate via the menu, or use the search to find the product you are looking for. Choose a product colour by clicking the colour swatch, then choose the product size and insert the quantity of products you want to purchase. Then click "Add to Cart". Do this for one more products and when you are ready to checkout click the shopping cart icon at the top right of your screen, then click "view cart" to see to see your shopping cart. Once you you have finalised your cart, please click the "checkout" button and follow the onscreen prompts to place your order.
Q: What if I place an order and I find out the stock I ordered is not available?
This is a situation that rarely happens and Gray-Nicolls is constantly working to limit this from happening. As a company, we run a live ordering system and stock can sometimes reflect incorrectly depending on stock levels. In this case, you can choose to purchase something else or we will refund you for the missing stock item. If a refund is processed, the money will reflect back into your bank account within 5-10 working days.
Q: How do I cancel an order?
If you have received an order confirmation email, and your order status says "Processing" or "In Picking" will we be able to immediately cancel your order and process a refund.
If you have received a shipment notification email, and your order status says "Complete", we will not be able to immediately cancel your order and process a refund. We will first have to retrieve the order from the courier and then we can process a refund.
Q: Can I make changes to my order after I have paid for it?
We do not allow changes to your order once your order status says "In Picking". Please contact our support desk for more assistance to request an order cancellation.
Once your order has been cancelled, we will refund you immediately (so long as your order has not been shipped) and you must please place a second order with the correct items.
Shipping and delivery
Q: Can I use a PO Box for my delivery address?
We do not deliver to PO Boxes addresses. Please see our Shipping info page for our full shipping and delivery policy.
Q: Do I pay for delivery when shopping online?
If your purchase is over R500, you will qualify for free delivery on your order. If your order is below R500, standard courier fees will apply and this is calculated when you check out.
Q: Once I have purchased my item, when will it be delivered?
Q: What will happen if I am not home when they deliver?
The courier company will SMS you on when your order is out for delivery. It’s best to provide an address where you are certain someone will be home all day. The courier will try 3 times before the parcel gets sent back to us. Please contact us if you feel that the courier has not delivered your order in time.
Q: What happens if the wrong product is delivered?
Q: I ordered a product but it never got delivered, what happened? Who Should I contact to query this?
Q: What payment methods do you offer?
We only accept South African 3D Secure enabled VISA and Mastercard bank cards (credit, cheque or debit), instant EFT, as well as monthly payment plans using Mobicred.
Q: My credit card details are not being accepted, what should I do?
Credit and chipped debit/cheque cards are required to be 3D secure enabled in order to transact our website. Contact your bank and find out if there are any issues their side, otherwise, try another card. If the problem persists and it is not a problem with your bank, then please contact us at
Q: How does EFT payment work and do I need to add Gray-Nicolls as a beneficiary?
PayU uses a highly secure, innovative and easy to use system called Ozow EFT Pro to handle EFT payments that allows you to pay in a similar way to paying via credit card. The nifty thing about this service is that you don't need to log into your internet banking to use it or add Gray-Nicolls as a beneficiary. Simply choose the EFT option, choose your bank and then log in with your internet banking credentials to make an instant EFT payment. If the payment is successful your order will be processed immediately.
Returns and Refunds
Q: How do I log a return?
First, read this page for information on our returns and refunds policy. Please contact us (include all relevant info about your order) and we'll get back to you as soon as possible. Please note that we can send our own courier to collect your return, but the cost of this collection will be deducted from your refund.
Q: If I try it on and it’s the wrong size can I send the purchase back?
Yes of course. Please note that the item must not be used or worn, the hygiene strip must still be in place and the original product tags must be attached. Please send the item back to us (you can decide if you want a refund, or if you want something else to the same value). Refunds on products are only processed once we have received the item in our warehouse and it has been inspected.
Q: How long do I have to return my purchase?
Returns must be sent back within 30 calendar days of purchase, in the original packaging, and must be unused and unworn.
Q: I ordered my items from the website. Can I return them to a retail store?
As your order was an online order, you are only able to return the item directly to us and you can not return it to a store
Returns and Warranties
Q: What happens if my purchase breaks/tears? Can I send it back or get it repaired? Who do I send it to?
Q: What happens if there is damage to my product that does not fall under general wear and tear?
Didn't find an answer to your question?
Get in touch with us via email for more assistance.