Free Exchanges and Returns

FREE SHIPPING ON ALL ORDERS OVER R1000

OFFICIAL DISTRIBUTOR OF BIRKENSTOCK SOUTH AFRICA

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SHIPPING

Shipping

How much does shipping cost?


  • Delivery is free of charge anywhere in South Africa for orders over R1000.
  • All orders under R1000 will incur a delivery fee of R75.00.
  • Delivery charges may be subject to change if you are staying in an outlined area.

How do I track my order?


  • You will receive an email confirmation as soon as your order ships.
  • You can view your order status by clicking “View Order Status”, or
  • By viewing order status in your account if your order was placed using an existing account.

How soon will I get my order?


  • Allow up to 24 hours for the processing of your order once payment has reflected prior to shipping.
  • 3-5 business days for delivery once your order has been dispatched.
  • Delivery length may be subject to change if you are staying in an outlined area.

Due to current measures to protect the safety of our distribution center employees, you may experience delays in order processing and delivery.

You will receive an email confirmation as soon as your order ships and you can track your order.


Where do you ship?


  • We only ship in the Republic of South Africa.
  • We do not ship internationally.

What shipping methods are available?


  • Standard shipping - 3 - 5 business days.

What shipping carrier will be used for delivery?


  • Dawn Wing will be used for all deliveries.

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Returns

Returns

What is your return policy?


  • Exchange products within 30 days from date of purchase
  • Refund products within 14 days from date of purchase
  • Sale products we will refund with 10 days from date of purchase
  • All returns are subject to inspection.
  • All packages, including original containers, must be unmarked and not defaced in any manner.

For more details on our return policy view HERE


Do you have a warranty?


You can return defective products within 6 months from date of purchase, except for:

  • Damages resulting from normal wear and tear;
  • Damages arising from negligence, user abuse or incorrect usage of the product;
  • Damages arising from a failure to care for the product

How do I return an item?


To initiate a return, please follow the steps below:

  • Email with your order number and product you want to return
  • Call 021 461 7426 and provide your order number, OR
  • Fill out our contact form HERE

How do I print a return label?


  • Once your return has been created you will receive an email with the label
  • You can open the PDF copy and print from your screen

How long does it take to receive my refund?


  • Once we receive and inspect your return we will refund you using the same payment method that you used to purchase the product.
  • Any shipping charges that may apply will not be refunded.
  • Please allow approx. 14 days for the processing of your return.
  • Refunds could take up to 7-10 business days, however we are committed to processing refunds and returns as quickly as possible.

How long does it take to receive my exchange?


  • Once we receive and inspect your return we will process the exchange or issue a voucher for the value of the product. -Any shipping charges that may apply will not be refunded.
  • Please allow approx. 14 days for the processing of your return.
  • Should you wish to exchange your product for a shoe of higher value, you will be required to pay the balance of the purchase price before we ship it to you.

Can I return my order on Bashafrica.com at a BIRKENSTOCK retail store?


  • Yes, products purchased on Bashafrica.com can be returned at a BIRKENSTOCK retail store.
  • Ensure you have your proof of purchase
  • For more details on our return policy view HERE

Can I return my order purchased at a local retailer to Bashafrica.com?


  • We can only accept returns from purchases made on www.bashafrica.com or at an official BIRKENSTOCK store.
  • If you made a purchase from an independent authorised stockist, please contact them directly for information on their return policy.

I sent back the wrong item. What can I do?


  • Please contact our customer service team HERE

Are gift cards refundable?


  • Gift Cards and eGift Cards are considered a final sale and are not eligible for return or refund.
  • Gift Cards expire after 3 years from the date of purchase.

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Orders

Orders

How can I check my order status?


  • You will receive an email confirmation as soon as your order ships.
  • You can view your order status by clicking “View Order Status”, or
  • By viewing order status in your account if your order was placed using an existing account.

Can I cancel my order?


  • Orders can only be cancelled if the stock has not been dispatched.
  • Once the stock has left our warehouse, we are not able to accept a cancellation.
  • Please contact our customer service team HERE

Can I change my order?


  • Unfortunately, once an order is placed it cannot be modified.
  • If you no longer want the product, please wait until you have received the order shipment and then follow our return instructions found HERE to return the product for a refund

Can I update my shipping address after I place an order?


  • Unfortunately, once an order is placed the shipping address cannot be changed.
  • Please contact our customer service team HERE

Can I expedite my shipping after I place an order?


  • Unfortunately, once an order is placed it cannot be modified.

Why was my order cancelled?


  • Please contact our customer service team HERE

Do I need a customer account to place an order?


  • No, you do not require a customer account. You can also place an order as a guest.

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Delivery

Delivery

I received a wrong or defective product. What can I do?


  • We apologise for this error.
  • Please contact our customer service team HERE.

My order is missing an item?


  • We apologise for this error
  • Please contact our customer service team HERE.

My tracking shows delivered but I have not received it. What can I do?


  • Please contact our customer service team HERE.

Where is my order?


  • You will receive an email confirmation as soon as your order ships.
  • You can view your order status by clicking “View Order Status”, or
  • By viewing order status in your account if your order was placed using an existing account.
  • Please contact our customer service team HERE.

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Product & Stock

Product & Stock

How do I find the right size?


  • Many BIRKENSTOCK models are available in two widths – narrow and regular.
  • In order to determine which width is right for you, please go to our fitting guide HERE to get a step by step guide to determine your best fit.

What is the difference between a regular and narrow width?


  • BIRKENSTOCK footwear is manufactured in two widths: regular and narrow.
  • Our narrow width is designed to accommodate an A-B width for women and fits more like a medium than a true narrow.
  • Many people find that they can fit our narrow width, even if they don’t necessarily have narrow feet.

Do you have a warranty?


You can return defective products within 6 months from date of purchase, except for:

  • Damages resulting from normal wear and tear;
  • Damages arising from negligence, user abuse or incorrect usage of the product;
  • Damages arising from a failure to care for the product

Do all styles fit the same?


  • Styles can fit differently depending on the Silhouette, Material, and Footbed.
  • Unisex styles tend to run wider than others, and Soft Footbed sandals tend to run slightly more narrow than Classic Footbed sandals.
  • Additionally, materials like suede have more give and may stretch more with wear.

I already have BIRKENSTOCK shoes. How do I know weather its regular or narrow width?


In every BIRKENSTOCK shoe, as well as on the box, the width is indicated using one of the two symbols below:

  • Shaded footprint: narrow width
  • Non-shaded footprint: regular width

Are all BIRKENSTOCK unisex?


  • Some BIRKENSTOCK styles are unisex (e.g. the Arizona) and some have been designed with women's styling and movement in mind (e.g. the Mayari and Madrid).
  • Please ensure that you are ordering the correct gender/size/fit during checkout.

What are BIRKENSTOCK footbeds made of?


  • Please visit our footbed page HERE to learn more about our footbeds.

What are the different materials available?


  • Please visit our materials page HERE to learn more about the materials we use.

How do I clean my BIRKENSTOCKS?


  • Please visit our care tips page HERE to learn more about taking care of your BIRKENSTOCKS.

The footbed of my BIRKENSTOCKS has gotten dirty. What can I do?


  • The footbed can be cleaned using leather shampoo and a little bit of water. Brush up with a leather brush once dry.
  • Please only use a damp cloth to clean Exquisite footbeds.

How do I apply cork sealant?


  • Protect and seal your cork with a thin coat of clear drying cork sealer by applying to EXPOSED CORK ONLY

Are BIRKENSTOCKS waterproof?


  • We offer water-friendly styles made of EVA.
  • Most styles should not be immersed in water as over-saturation can compromise the integrity of the sealant materials.

Are all products available on your website also available in stores?


  • No our website only shows products that we currently have in stock in our warehouse.
  • Your local store may have different inventory available.

What are your retail locations?


  • Please visit our store locator HERE to locate your nearest retail store.

What are vegan items?


  • Our vegan footwear incorporates the use of synthetic and natural products to create an animal-friendly collection, combined with the comfort and style that is synonymous with BIRKENSTOCK.

Is it normal for my feet to hurt after wearing my new BIRKENSTOCK shoes?


  • We recommend you should break in a new pair of BIRKENSTOCK shoes slowly.
  • Start by wearing them around your house and increase the time you wear them gradually.
  • It can take time for your foot to adjust to the contours of the footbed, and for the cork/latex to flex and mould.
  • Ideally an hour or two at a time until you feel comfortable to increase to a longer period.

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Payments

Payments

What payment methods are accepted?


Our system is able to process:

  • Credit & Debit Card (Visa, Mastercard)
  • Masterpass
  • Mobicred online credit facility that allows you to pay in monthly instalments
  • EFT Secure
  • Payflex online credit facility that allows you to pay in 4 equal instalments
  • Ozow EFT enables you to make EFT payments that clear immediately

When will my credit card be charged?


  • Your credit or debit card will be charged when you place an order.

What can I do if my payment is declined?


  • If your payment is declined, please double-check that the information entered is correct and if the problem persists, we recommend reaching out to your bank.
  • Please ensure that the billing address provided for the order matches the billing address associated with your card.

I noticed an unauthorized charge. What can I do?


  • Please contact your bank to dispute an unauthorized charge.

What is Payflex?


  • Payflex offers the first truly free payment plan in South Africa.
  • Check out with Payflex and choose the paylater option and only pay 25% of the purchase price today.
  • Your goods are shipped immediately. And you pay the rest over 6 weeks at no additional cost (zero fees, zero interest*).

* Default fees apply if you miss a payment.


How do I register with Payflex?


  • To apply for your Payflex account simply, select Payflex as your payment method at checkout, provide your ID number, and we’ll assess you in seconds.
  • No documentation required. It’s that simple.

What is Ozow?


  • Ozow is a fast, simple and secure way for consumers to pay directly from their bank account via instant EFT.

How do I use Ozow?


  • Select Ozow as your payment option during checkout.
  • Select your bank from the list presented.
  • Log in to your online banking using your online banking credentials.
  • Select an account to pay from.
  • Your bank will send you a form of payment authentication either by means of SMS, USSD Push message or In-App authorization.
  • Once you have successfully authorized your payment, the transaction is marked as complete.
  • Ozow then sends an instant notification to BIRKENSTOCK on the outcome of the transaction and in turn, will process your order immediately.

How safe is Ozow?


  • Ozow is registered as a Systems Operator and Third-Party Payment Provider with the Payments Association of South Africa (‘’PASA’’).
  • Ozow applies PCI DSS and SSL security standards to its automated EFT platform.
  • Ozow does not store any information that can be used to access your bank account.
  • Ozow uses the highest encryption standard available, in addition to your Bank multi-factor (MFA) security mechanisms.

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Account & Emails

Account & Emails

How do I set up an account?


  • Please visit our account page HERE, select "Register" and follow the steps.

How do I reset my password?


  • When attempting to log in, please click the "forgot password?" button to reset your password.

How do I sign up for BIRKENSTOCK emails?


  • To sign up for our newsletter please go to our newsletter page HERE.

How do I unsubscribe from BIRKENSTOCK emails?


  • To unsubscribe from our email list, please click on the 'Unsubscribe' link below on any email correspondence from BIRKENSTOCK SA to unsubscribe from all future email communication.

What is your privacy policy?


  • Please visit HERE to see our full privacy policy.