FAQ

1. ORDERS AND DELIVERY

1.1. How do I buy on the Paul&Shark Website?

1.1.1. Create a personal profile/account on the Paul&Shark Website by clicking on the person icon;

1.1.2. Select a category of Products that appeals to you on the Paul&Shark Online Store;

1.1.3. Within the category you’ll find a range of Products on offer;

1.1.4. Once you choose a Product you’ll be taken to the “product review” page for a more detailed description along with pictures and reviews to help you make your choice, we understand every purchase is a big decision so we will try to equip you with as much information as possible.

1.1.5. Select the size and colour (if applicable) and then click on the “add to your cart” tab.

1.1.6. You will be taken to the “your cart” page, which will provide you with a summary of the Product/(s) you wish to Order and from here you can choose to continue shopping on the Online Store or to checkout and pay for your Order;

1.1.7. At checkout you will be given the opportunity to review and confirm that you are happy with your Order;

1.1.8. At Checkout you will also have to select the standard delivery option you would like to apply to your Order;

1.1.9. Once you have selected the delivery option, you will be required to provide an address for delivery, or a preferred Pargo Pick-Up Location where you would like your Order to be delivered;

1.1.10. Thereafter you will be directed to the payment page where you will be required to make payment for your total Order in full via one of the payment options;

1.1.11. Once payment has cleared in our account in full, your Order will be dispatched for delivery.

1.2. How Does Paul&Shark Deliver Products?

1.2.1. Paul&Shark uses a South Africa’s top Couriers to make sure you get only the best service when shopping on the Paul&Shark online Store.

1.3. What are my delivery options?

1.3.1. We offer the following delivery options:

1.3.1.1. Door-to-Door Delivery;

1.4. How do I track the status of my Order?

1.4.1. You can find more information about tracking your order on the “Track my Order” tab.

1.5. How will I receive my order?

1.5.1. Please note that all our Products will arrive encased in a transparent recycled poly bag in addition to our standard packaging. This is to ensure that our Products are always protected from damage that may occur when Products are in transit. Your Order will be accompanied by an original delivery note which will need to be signed by you or your authorised representative on your behalf. It is very important that you retain the original packaging your Order was delivered to you in, as well as the Original signed delivery note, as you will require same if you wish to return any of the Product/(s).

1.6. Who can sign for my order?

1.6.1. If you are unable to accept delivery of your Order or collect your Order (as the case may be) you can elect an authorised representative to do so on your behalf.

1.7. What will I need to do/provide in Order to accept delivery of my Order:

1.7.1. In the case of Door-to-Door Delivery:

1.7.1.1. Your or your authorised representative will be required to sign the original delivery note that accompanies your Order.

1.7.1.2. There is no need to provide any information and/or documentation, your Order will be delivered at your preferred delivery address, and if same is not delivered to you personally, we will presume that the person who accepted delivery of your Order on your behalf, who was present at the delivery address was authorised to do so.

1.8. Where do you deliver to?

1.8.1. Nationally within South Africa, Monday – Friday 8am to 5pm.

1.8.2. Please note that we will be unable to deliver to PO Boxes.

1.9. Can I change or cancel my order?

1.9.1. We're pretty quick at picking and packing your Order, therefore we're not able to change or cancel your Order once your purchase has been confirmed.

1.9.2. If you change your mind you can return your Order, on the condition that you qualify for a return in terms of the Online Shopping Terms, which can be accessed on the Paul&Shark Website.

1.10. Can I change my delivery address?

1.10.1. Once your Order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before processing your Order.

1.11. Do you offer Free Deliveries?

1.11.1. We offer FREE deliveries on all orders.

1.12. Can I get a refund at one of your stores when I’ve made a purchase online?

1.12.1. Unfortunately not. The original transaction was made with the online store which is separate to the physical stores and therefore needs to be processed by them.

1.13. Can I exchange the items purchased online at a Paul&Shark store?

1.13.1. Yes you may, provided the goods are in the original condition as that of the time of delivery. All swing tags and boxes (where relevant) must accompany the item/s being returned. Please take your proof of purchase - your invoice with you to the store and they will gladly assist you where possible. Please note that some products are only sold on the online store and is therefore not available at stores, in this case, it’s best to return to log and exchange with the online store.

2. GENERAL

2.1. Does the Paul&Shark Website offer online purchasing?

2.1.1. Yes we do.

2.2. Do you offer store credit?

2.2.1. Unfortunately, not; Paul&Shark does however, offer a lay-bye option at our Paul&Shark stores (excluding the Online Store).

2.2.2. The lay-bye period falls over a period of three (3) months. A minimum of 50% deposit is required and the outstanding amount is to be paid in full over the next two (2) months. Note: full payment must be received within a three (3) month period from the date of purchase, should you however experience unforeseen difficulties, please contact the store to make further arrangements. Paul&Shark accepts cash, debit cards and most credit cards as methods of payment. Unfortunately, we do not accept cheques.

2.3. What if the Product I purchased has a quality defect or is not the Product I Purchased?

2.3.1. You may return the defective item within 30 days of its purchase, and on the terms and conditions set out in the Online Shopping Terms, which can be accessed on the Paul&Shark Website.

2.4. What should I do if Paul&Shark Website is giving me technical issues?

2.4.1. Call customer services on +27 10 006 0888 or email [email protected] and we’ll try to fix the problem as best we can.

2.5. What do I do when the Product I want is out of stock?

2.5.1. We make a point to keep up with the latest fashion trends, and therefore maintain our stock levels to match those items that are most popular. Take note that items are available while stocks last. Should you have any further enquiries, feel free to contact Customer Loyalty team; they will try to source the item for you from elsewhere.

2.6. How do I search for specific product on the Paul&Shark Website?

2.6.1. There are two ways to find what you're looking for.

2.6.2. You can select the category that you want to shop in (e.g. Footwear, Apparel, Accessories). Once you have selected the category you wish to view, you can sort it in a number of ways. For example, you can sort from lowest price to highest price, or you can sort by new arrivals.

2.6.3. You can use the “Search Box” on the homepage to type in the name, product code or a description of the item you are looking for. You can also use the clothing menus along the top of the homepage and the search categories within these menus.

2.6.4. Our online store is separate from our physical stores, and as such, products that are available online may not be available in-store or vice versa.

2.7. Do you have a size and fit guide?

2.7.1. Check out the” SIZE CHART” tab on the product pages for measurements.

2.8. How do I change details on my account?

2.8.1. Once you have created a personal profile/account on the Paul&Shark Website, you will be able to log into My Account anytime you like. This is the place to go if you want to change your password, delivery information, email address or e-mail preferences.

2.9. How do I cancel my account?

2.9.1. You can cancel your account by sending an e-mail to [email protected] &; Your account will be reviewed and cancelled within 3 (three) working day.

2.10. I am looking for a specific Product and I cannot see it anywhere within your Product ranges. Does this mean you don’t stock this Product?

Yes and no. In theory we do not stock any Product/(s) you cannot see on the Paul&Shark Website. However, it might still be worth your while to contact us at [email protected] to find out whether we can source that specific Product for you.

2.11. Are the product images displayed on the Paul&Shark Website an accurate representation of the Product/(s)?

2.11.1 Yes. All imagery is shot by Paul&Shark Global, and is of the actual Product which you will receive. We aim to provide the highest clarity we can offer. However, we cannot guarantee that the product/(s) you receive will be exactly the same as the images displayed on the Website, as the display the device used to view the Product/(s) on the Website may distort the colour, size and style of the Product in the images displayed.

2.12. Will I be allowed to place an item on hold?

2.12.1 Unfortunately, no this is not an available option.

2.13 Are all products displayed on the Paul&Shark Website available in all Paul&Shark stores?

2.13.1 The majority of the product displayed on the Paul&Shark website is available in stores. Some product is only available at selected stores and some product is only available online.

2.14. Where can I find my nearest store?

2.14.1 You can search for your nearest Paul&Shark Store by clicking on our handy “store locator” tab on the Website. Should you require further assistance please contact us at 011 474 2245.

3. COMPLAINTS / COMPLIMENTS

3.1. Submit a compliment or complaint

3.1.1. Please feel free to submit a compliment or complaint in the below form to [email protected] or contact the Head Office on +27 10 006 0888 for resolution.

4. PAYMENTS

4.1. What Payment Methods / Options Are Available?

4.1.1. Instant EFT - You can pay using EFT secure, one of South Africa’s most trusted online payments since 2007. EFT secure is supported by FNB, Nedbank, Standard Bank, Capitec and ABSA.

4.1.2. CREDIT CARD: VISA AND MASTERCARD - Your order will be sent immediately, please note that you will have to have a card that has been 3D secured, if you have a new card this should automatically be done, if not you will have to go and activate this at your nearest bank branch. Don’t be nervous about 3D secure it does a brilliant job of helping us all to have a more secure and fraud free e-commerce experience.

4.1.3. For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

4.2. Can prices change without notice?

4.2.1. Yes, this may occur due to import currency fluctuations in regards replenishment stock, prices are therefore subject to change without prior notice.

4.3. What currencies can I use?

4.3.1. You can pay using South African Rands only.

4.4. VAT/Sales TAX

4.4.1. All prices on the website are inclusive of (local) VAT / Sales Tax.

4.5. What is MasterCard SecureCode®, Verified by Visa and PayGate?

4.5.1. These are the latest security implementations to secure customers who are shopping online. They have recently been implemented by all relevant banks and require users who wish to purchase anything online to register their credit or debit cards for this purpose. Once your card is registered, you will receive an OTP (One Time Password) which allows you to complete your transaction. Registering your card does not take long, and you would need to do this sooner or later.

5. LAY BUY

5.1. Do you offer lay-buy?

5.1.1. We currently do not offer a lay-buy option for online purchases.

5.1.2. We do offer a lay-buy facility at our stores, purchases are secured with a 50% deposit.

5.1.3. The total Lay-buy period is 3 (three) months.

5.1.4. PLEASE RETAIN YOUR TILL SLIP.

5.2. What are the lay-buy termination conditions?

5.2.1. Lay-buys will be cancelled if you fail to comply with the Terms.

5.2.2. Lay-buys terminated by yourself will be refunded to the total of the amount paid to date in full.

5.2.3. PLEASE RETAIN YOUR TILL SLIP.

6. RETURNS

6.1. How do I return the Products/(s) ordered?

6.1.1. You can send an email to our customer service agents on [email protected] to request assistance with your return. Please also read our Returns Policy.