Frequently Asked Questions

This Agreement was last modified on 18th february 2016

To make your shopping experience as enjoyable as possible we have compiled some frequently asked topics to guide you.

1.   Why is my credit card payment not going through?

Check that the card number, card name, and expiry date are entered as it appears on the front of your card. Ensure that your 3 digit CVC number on the back of the card is also entered correctly. If you are still having problems, please contact us on +(27) 10 140 1308 Or WhatsApp: +27817316789 or info@raines.africa

2.   Where do you deliver?

Delivery is available throughout South Africa and Zimbabwe and will be made from Monday to Friday (excluding public holidays), subject to payment and order confirmation before 12h00. Depending on origin and destination, a further delay of up to 24 hours may be experienced on delivery to outlying areas. Delivery in Zimbabwe may take up to 3 days.

3.   How can I track the status of my order?

You can track the status of your order by accessing your account through the right panel on the home page.

  • Open your account on the Accounts Tab on the right-hand side of the navigation bar.
  • Sign in to your account using your email address and password.
  • Click on “My Account”
  • On the “My Account” section on the lift, click on “My orders”
  • Proceed to click “Track” next to the order you wish to view and track

4.   What is Raines Africa’s repair and return policy?

Returns & Refunds process:

We offer returns and refunds as defined in our terms and conditions. You may return goods subject to producing the original receipt and ensuring the product is in its original packaging and condition. Should the product not be in its original packaging, a handling fee of up to 15% of the product’s value may be charged as per the CPA. For more details on the returns policy and product, restrictions view our extended terms and conditions.

Repair Policy

Please contact +27817316789 or +(27) 10 140 1308 to arrange the collection of your online purchase for repairs. We will try our best to collect the product from you within 72 hours (weekdays only). Please make sure to neatly package the product to prevent damages whilst in transit. Repairs could take up to 21 days from collection. Unfortunately, any abuse, tampering, incorrect installations, mismatching, and damage due to natural disasters will not be covered under the above warranties.

If your product is not repairable (and if covered by the warranty) your product will be replaced by a similar product/model. Before we start any repair work for out-of-warranty returns, you will be charged with an upfront payment of R450 as a deposit. If for any reason the repaired goods cannot be received within 2 months after we have notified you that it is ready for delivery, we may sell the goods to defray any costs.

How do I return a product?

Should you wish to return items, you can use the online return functionality within 24 hours of delivery.

To access returns:

  • Open your account on the Accounts Tab on the right-hand side of the navigation bar.
  • Sign in to your account using your email address and password.
  • Click on “My Account”
  • On the “My Account” section on the lift, click on “My returns”
  • Proceed to “Create a new return request”
  • Navigate to find the order that you wish to return
  • On the Order Information page proceed to select “Return”
  • Complete the return form and submit it.

For further assistance you may also contact:

  • Phone on +27817316789 or +(27) 10 140 1308
  • Email at admin@raines.africa

What are the refund options available for a return?

The options will depend on the reason for your return, and include the following:

  • Your selected method of payment will be credited. These include, but not limited to debit, credit, or cheque cards, Maestro & VISA Electron debit cards, Discovery Miles, Visa Checkout, Master Pass, Tsoka Cash Send, Mukuru, and Raines Africa Gift Cards.
  • If a defective or damaged product was delivered to you, you will be given the option to replace the product or your method of payment to be credited.
  • Refunds are issued based on your method of payment. Cash refunds can only be made in the form of a Raines Africa Gift Card.

How do I exchange a product?

Should you wish to exchange items, you need to process a refund within 24h on your account (Visit “My account in the top right-hand of the website) and then place a new order.

How do I request a repair?

Should the items you receive be damaged or faulty, you need to notify Raines Africa within 24 hours of delivery.

You can choose to notify us by:

  • Phone on 0817316789 or +(27) 10 140 1308
  • Email at admin@raines.africa

What if the original packaging is lost?

All items returned must be in their original packaging. Should the packaging be lost, a fee of 15% might be charged for handling. Please hand a copy of your till slip to the attendant at the time of collection so that we can easily identify your return.

Can I return sale items?

Sale products can be returned and the reduced selling price at the time of the purchase will be credited to your selected method of payment.

For more information on returns restrictions and refunds please review the returns and refunds policy in our terms and conditions.

5.   As a first time user, how do I register with Raines Africa?

To register as a Raines Africa user, create a profile using you’re:

  • Name
  • Surname
  • Email Address
  • Password
  • Re-enter Password (show Password)
  • Cell phone Number

6.   How do I buy something from Raines Africa?

  • Find the items you wish to buy by using the search boxes that appear on every page or by browsing the relevant department or through exploring the curated product selections as presented on the home page.
  • When you find an item you like, click on the ‘Add to Cart’ button.
  • Keep searching until you’ve found all the items you need and remember to click the ‘Add to Cart’ button.
  • When you finish shopping and need to checkout, follow these steps:
    • Click on the ‘proceed to checkout button.
    • Your product list will appear. Select the products you wish to buy and click on the checkout button.
    • You will now be prompted to log in or register if you haven’t done so before.
    • Select your delivery method and click on the ‘continue button.
    • Select your delivery address or create a new delivery address.
    • Select your payment method, and click on the ‘buy now button.
    • Click on ‘proceed’ if you are ready to complete the payment process.
    • A complete order summary will now display with all the details of your order. Please ensure that all information, including your delivery details, is absolutely correct.

7.   How do I manage my Raines Africa account?

You can sign in to your Raines Africa account at any time using your:

  • Email Address
  • Password
  • You can update your details, delivery details, email address and more by logging into your personal account

8.   What if I forget my password?

No problem. You can easily reset your password as follows:

  • Click on the ‘forgot password’ button
  • Enter a valid email address
  • A secure link will be sent to your email address
  • Click on the link and select a new password

9.   How do I change my password?

It’s a good idea to change your password periodically. You can change your password on your Raines Africa online account overview page.

To change your password:

  • Sign in to your account using your email address and password.
  • Go to your Account Overview page.
  • Go to the Profile section and select ‘password’.
  • Change your password.
  • You can begin using your new password immediately.

10.   How do I update my email address?

You can update your email address in your account any time.

  • Sign in to your account using your email address and password.
  • Select ‘Account Overview’.
  • Go to the Profile section and select ‘email address’.
  • Update your email address.

11.   How do I subscribe to newsletters?

You can sign up for our newsletter at the bottom of any page on Raines Africa.

  • Look for the “Sign Up” call to action and supply us with
  • A Valid email address.

You will now have access to the most up-to-date information regarding trends, specials, and promotions relevant to your selected needs and interest.

12.   How do I use a Raines Africa Gift Card?

You can use a Raines Africa Gift Card on our website within the validity period specified.

Keep your gift card until you receive your order and are sure you’re satisfied with it. If you return or cancel items that you paid for using a gift card, the amount charged to the gift card will be refunded onto the gift card.

13.   What if I lose my Raines Africa Gift Card?

We can replace the remaining balance on a lost, stolen, or damaged gift card, as long as you have the original purchase receipt.

14.   What if I return items bought with my Raines Africa Gift Card?

You can return items purchased with gift cards in accordance with our Repairs, & Returns policy. The return amount will be credited to your gift card within 24 hours of the time we receive it. If you no longer have the gift card, visit Raines Africa Online to request a new one.

15.   How do I use or redeem a digital promotional voucher or coupon?

You can use a Raines Africa digital promotion voucher at checkout:

  • Sign in to your personal account using your email address and password.
  • Shop in the usual manner by adding your selected products to cart.
  • At Checkout, select the payment method as Raines Africa digital promotion voucher or coupon.
  • You will be prompted to supply the Raines Africa voucher or coupon code as it appears on the voucher or coupon.
  • If the balance of the voucher or coupon is sufficient, you will receive a receipt.
  • If the balance is only used as part payment, you will be prompted to choose another payment method.

16.   How do I change my delivery information?

You can update your delivery address in your account any time.

  • Sign in to your account and select ‘Account Overview’.
  • Go to the Profile section and select ‘Delivery Addresses’.

17.   Where is my order?

You can track the status of your order in your account any time.

  • Sign in to your account using your email address and password.
  • Select ‘Track my Order’.
  • Add your order number and the details will appear.

18.   How do I view my order history?

You can view your order history in your account at any time.

  • Sign in to your account using your email address and password.
  • Select ‘Order History’.
  • Select the relevant time frame or you can choose to view all.

19.   How do I check my Raines Africa Gift Card Balance?

You can check your gift card balance online.

20.   How do I start and manage my Wish list?

You can start and manage a Raines Africa Online Wish list at any time.

  • Sign in to your personal account using your email address and password.
  • Select items in the usual manner.
  • Click on the ‘Add to wish list’ button.
  • You can move items between your Cart and wish list as often as you want.

21.   What if my items are damaged, faulty or incorrectly delivered?

Incorrect items or quantity delivered
Should the incorrect items or quantity of items be delivered to you, you need to notify Raines Africa within 24 hours so that we can rectify the situation and initiate the refund process.

For more information view our returns and refund policy.

You can choose to notify us by:

  • Phone on +27817316789 or +(27)101401308
  • Email at admin@raines.africa

We will collect the incorrect items and replace them with the correct items at no additional charge to you.

022.   What if damaged or faulty items get delivered?

Should the items you receive be damaged or faulty, you need to notify Raines Africa within 24 hours of delivery.

You can choose to notify us by:

Phone on +27817316789 or +(27) 10 140 1308

  • Email at admin@raines.africa

We will collect the damaged or faulty items and replace them with the correct items as per our returns and refund policy available here.

23.   Can I collect my product?

At this stage no collection point in South Africa will be available for returns or collections, we look forward to launching this service to you in the near future. In Zimbabwe we have collection points in all major cities, click Our Collection Points

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