Buying Clothes and shoes Online in South Africa: Returns & Rights (2026)

Buying clothes and shoes online is convenient, but it comes with a catch that every South African shopper knows: you can’t try anything on before you pay. Sizes vary between brands, photos don’t always match the real thing, and when something doesn’t fit, it isn’t always clear whether you are entitled to send it back. With Black Friday on 27 November and the December shopping rush close behind, now is the time to know your rights.

This guide explains what South African law says about returns and refunds for online purchases, how to get sizing right, what to check before you add anything to your cart, and what to do if something goes wrong. It is general information, not legal advice.

Quick answers

Can you return clothes bought online? Usually yes, if you act quickly. Online purchases from South African sellers generally carry a seven-day cooling-off right after you receive the goods, but you normally pay the cost of returning them.
Faulty or not as described? The Consumer Protection Act gives you six months to return defective, unsafe or unsuitable goods for a repair, replacement or refund, at the seller’s cost.
Changed your mind in a shop? There is no legal right to a refund. It depends on the store’s own returns policy.
Sale items bought online still carry the cooling-off right, and defect rights apply to everything.
Overseas sites such as Shein and Temu add import duty and VAT, and returns are harder to enforce.
Keep everything: Packaging, tags, receipts, emails and photos make any claim much easier.

Your rights when you buy clothes online

Two laws matter most: the Electronic Communications and Transactions Act (ECTA), which covers online sales, and the Consumer Protection Act (CPA), which covers quality and fairness. They give you different rights in different situations, so it helps to know which one applies.

Situation	What the law says	Who pays for the return
You changed your mind about an online purchase	ECTA gives a seven-day cooling-off period, counted from when you receive the goods, to cancel without giving a reason. The seller must refund you within 30 days of your cancellation	You pay the direct cost of returning the goods
The item is faulty, damaged, unsafe or not as described	The CPA gives you six months from delivery to return it for a repair, replacement or refund, your choice	The seller pays
You changed your mind in a physical shop	No legal right to a refund. The store’s own policy applies	Depends on the store
The item has normal wear and tear, or you damaged it	Not covered by the defect rights	You
Personalised or made-to-order items	Commonly excluded from the cooling-off right	Not applicable

There are exceptions to the cooling-off right, so read the seller’s terms. Items made to your specification, and goods that can’t be returned for hygiene reasons, such as opened underwear or earrings, are commonly excluded. Some sellers count the seven days as business days, so check how your retailer words it and don’t leave it to the last day.

What retailers’ own policies add

Many stores offer longer return windows than the law requires, such as 30 days. These are voluntary policies. They may have conditions, such as unworn items with tags attached, original packaging or a restocking fee, and they can’t take away your statutory rights. Always read the return policy before you buy, and take a screenshot of it, especially during sales.

Sale items and “no refunds” signs

A “no refunds on sale items” notice can’t override your rights on faulty goods or your online cooling-off right. It can, however, limit change-of-mind returns for in-store purchases. For online sale purchases, the seven-day cooling-off right still applies.

Getting the size right

Size labels aren’t standard. A medium in one brand can be a small in another, and international brands use different systems. The most reliable approach is to ignore the label and use measurements.

Measure yourself. Take your chest or bust, waist, hips and inside leg, and compare them with the brand’s own size chart for each item.
Compare with something you own. Lay a well-fitting garment flat, measure it and compare the numbers with the product’s measurements. This works especially well for jeans, shirts and jackets.
Read the reviews. Look for comments such as “runs small”, “true to size” or “narrow fit”, and look for reviews with photos.
Check the fabric. Stretch and fibre content change how a garment fits and how it behaves after washing. See our guides to choosing the right shirt and jacket for what to look for.
Check which sizing system is used. UK, US and European sizes differ. A UK size 8 shoe, for example, is roughly a European 42, but brands vary, so use the size chart rather than a conversion rule of thumb.

Shoes need extra care

Shoes are the riskiest online purchase. Measure your foot length in centimetres, and compare it with the brand’s chart rather than relying on your usual size. Measure in the afternoon when your feet are slightly larger, and check the width and the style. Our guides to choosing the right shoes and choosing the right boots explain fit, materials and comfort in more detail. If you are between sizes, check the seller’s exchange policy before you decide.

Item	Measure or check
Tops and shirts	Chest or bust, shoulder width, sleeve length
Trousers and jeans	Waist, hips, rise and inside leg
Dresses	Bust, waist, hips and length
Jackets	Chest, sleeve length and room for layers
Shoes	Foot length, width and the brand’s size chart
Belts	Waist measurement. See our belt guide

What to check before you add to cart

The returns policy. Find the return window, who pays for returns, whether items must be unworn with tags, and how refunds are paid.
The total cost. Add delivery, return costs and any import duties to the price.
Who is selling. A marketplace seller can have different terms from the platform itself. Check the seller’s name, ratings and contact details.
Product details. Look at the fabric composition, care instructions, measurements and all the photos, including any model height and size worn.
Delivery times. Under the ECT Act, a supplier must deliver within 30 days unless you agreed otherwise, or you can cancel and get a refund.
How you pay. Credit cards and some payment services offer extra dispute options if goods never arrive or aren’t as described.
Contact details. A genuine business gives a physical address, phone number or email you can reach.

Shopping from overseas sites: Shein, Temu and others

Buying direct from overseas platforms can look cheap, but there are extra costs and risks for South African buyers.

Import duty and VAT. SARS closed the old concession that let small parcels under R500 clear for a flat 20% duty and no VAT. Clothing imports now attract customs duty and 15% VAT, and South African retailers pay duty of up to 45%. Reports differ on the exact rate applied to individual parcels, but platforms such as Shein now show duties at checkout, so look at the final price.
Slow delivery and tracking. Parcels can take weeks and some are held at customs.
Harder returns. Your South African rights are difficult to enforce against a foreign seller, and returns may mean shipping goods abroad at your cost.
Quality and sizing. Sizes often run small, and product photos can be misleading. Rely on reviews with customer photos.

When your order arrives

Open it straight away. Check the items against your order and look for damage or faults.
Try items on carefully. Do it indoors on a clean surface and leave the tags on. Don’t wear them outside or wash them.
Photograph any problems and keep the packaging, delivery note and receipt.
Decide quickly. If you are returning something under the cooling-off right, notify the seller in writing within seven days and keep proof.
Return it properly. Use a tracked courier, keep the waybill and follow the seller’s instructions.
Follow up on the refund. A refund should arrive within 30 days of cancelling. Keep records of every message.

Black Friday and December shopping

Black Friday falls on 27 November 2026, and many retailers start discounts weeks earlier. Your rights don’t change during sales, but the risks rise.

Check the real price. Compare with the price a few weeks earlier, since some “discounts” are inflated.
Screenshot the return policy and the listing in case terms change after the sale.
Beware of fake shops and look-alike sites. Check the web address, contact details and reviews.
Plan for delays. Delivery times lengthen during the sale and festive period, so order early for gifts.
Don’t miss your return window. A seven-day cooling-off clock starts when you receive the goods, not when you order.

Buying second-hand or from private sellers

The Consumer Protection Act covers businesses selling in the ordinary course of trade. A private individual selling a used item on a classifieds or social media marketplace is usually not covered in the same way, so you have fewer protections. Check items carefully, ask for extra photos, pay in ways that give you some protection and meet in safe places. See our guides to the best places to buy second-hand clothing online and what to check before you buy second-hand clothing online.

What to do if something goes wrong

Contact the seller in writing. Describe the problem, say what you want (repair, replacement or refund), attach photos and quote your order number.
Escalate within the company. Ask for a manager or customer-relations team and set a reasonable deadline.
Use an ombud or the National Consumer Commission. If the retailer belongs to the Consumer Goods and Services Ombud (CGSO), you can lodge a complaint there. You can also complain to the National Consumer Commission.
Ask your bank about a dispute if you paid by card and the goods never arrived or weren’t as described.

Building a wardrobe you will actually wear

The best way to cut returns is to buy fewer, better pieces that work together. Our guide to building a versatile wardrobe without overspending shows how to plan purchases, and our jewellery and accessories guides cover buying small items online. For accessories, see also our guides to watches, wallets and handbags.

Online fashion shopping checklist

Return policy read and screenshotted
Measurements taken and compared with the size chart
Reviews checked for comments on fit
Total cost worked out, including delivery and duties
Seller identified and contact details confirmed
Payment method chosen with protection in mind
Order opened and checked on arrival
Cooling-off deadline noted in your diary
Receipts, tags, packaging and emails kept

Frequently asked questions

Can I return clothes I bought online in South Africa?

Usually yes. Online purchases from South African sellers generally carry a seven-day cooling-off right under the ECT Act, counted from when you receive the goods. You normally pay the cost of returning them. Some exclusions apply, so check the seller’s terms.

Do I get a refund if I just don’t like the item?

For online purchases, you can cancel within the cooling-off period without giving a reason. In a physical shop, there is no legal right to a change-of-mind refund, so the store’s policy applies.

Who pays for return shipping?

If you cancel under the cooling-off right, you generally pay the direct cost of returning the goods. If the item is faulty or not as described, the seller pays.

How long do I have to return a faulty item?

The Consumer Protection Act gives you six months from delivery to return goods that are defective, unsafe or not fit for purpose, for a repair, replacement or refund.

Does the seven-day cooling-off period apply to sale items?

Yes, for qualifying online purchases. A sale doesn’t remove your cooling-off right or your rights on defective goods.

Do these rights apply to Shein, Temu and overseas sites?

Your South African rights are difficult to enforce against foreign sellers, and returns may be costly. Imports also attract customs duty and VAT, so check the final price at checkout.

What if the store says all sales are final?

A “no returns” notice can’t remove your rights on faulty goods or your online cooling-off right. It can limit change-of-mind returns in a physical shop.

How long should a refund take?

Under the ECT Act, the seller must refund you within 30 days of your cancellation. Keep records of your cancellation notice.

Who do I complain to if the retailer refuses?

Start with the seller in writing, then escalate to the retailer’s management. You can then contact the Consumer Goods and Services Ombud if the retailer is a member, or the National Consumer Commission.

Final thoughts

Online shopping works best when you treat it like a trial: read the returns policy first, buy with measurements rather than labels, check everything the day it arrives and keep your paperwork. Know that your strongest rights are the seven-day cooling-off for online purchases and the six-month protection against faulty goods, and use them quickly.

Laws, retailer policies and customs rules change, so check the current terms before you buy. This article is general information, not legal advice.

More Kila style and fashion guides

Sources and further reading

This article is general information, not legal advice. Consumer laws, retailer policies and customs rules change, and your situation may differ. Check the seller’s terms and the relevant authority before relying on any right described here. Kila may earn a commission if you buy through some links on our site. See our disclosure policy.

Buying Clothes and Shoes Online in South Africa: Sizing, Returns and Your Rights (2026 Guide)