Frequently Asked Questions


Payment

Diesel offers you the following payment methods:

  • Credit/Debit Card
  • EFT
  • Instant EFT with OZOW
  • Cash On Delivery(COD)
  • Payflex

Diesel accepts credit card and chipped debit/cheque card payment via Visa and MasterCard. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.

What is Payflex?

Payflex offers the first truly free payment plan in South Africa. Checkout with Payflex and pay only 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 does it work?

  1. Select “Payflex” at checkout
  2. Enter your personal details - Name, Email, cellphone number, SA ID number
  3. Confirm your cellphone number - Payflex will send you a one-time PIN via SMS.
  4. Payflex completes an eligibility check
  5. Make your first payment with any VISA or Mastercard debit, cheque or credit card.
  6. Set your Payflex password
  7. Once your first payment has been made, your order will be processed and prepared for shipping.

Note: : If you are not approved for a Payflex account, you will be redirected back to Diesel where you can choose a different payment method to complete your order.

What are the fees and interest charges?

Payflex does not charge fees or interest. You will pay the same order value split into four payments.

What if I miss a Payflex payment?

If you miss a scheduled payment, a default fee of R65.00 (incl. VAT) will be added to your account. A further R65.00 (incl. VAT) will be charged for every week that the payment remains unpaid. Total Payflex default fees are capped at a total of R195.00 (incl. VAT) or a maximum of 50% of the order value, whichever is lower.

Do I qualify for Payflex?

To be eligible for Payflex you need to be 18 years or older with a South African ID number and Visa or Mastercard (debit, cheque and credit cards are all good). You will also need a good credit history.

What products are not eligible for Payflex?

Payflex is not available on gift cards. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately.

How many Payflex orders can I have at the same time?

If it’s your first time using Payflex, you’ll only be allowed one order until your second scheduled payment has been paid. After that, you can place multiple orders, as long as you stay below your total spend limit.

How do I make installment payments on a Payflex spend plan?

Payflex will automatically deduct scheduled instalments from the same card you used to make your first payment. If you want to pay your balance sooner, you can log in to your Payflex account to make early payments.

When will my item be delivered if I pay with Payflex?

Payflex orders are prepared for delivery once you make your first payment at checkout. Orders will be delivered within Diesel’s standard delivery timeframes.

How do returns work?

If you want to return any items in your order, just follow the standard Diesel returns process. If the return is approved, we will issue the refund against your Payflex account. Please read our returns policy here.

Is it safe to use Payflex?

Absolutely. Payflex is an established payments company, and part of the $1bn Zip Co group that is listed in Australia. All payments are processed through state-of-the-art PCI compliant payment systems that ensure the security of your payments.

This payment method requires the customer to transfer money directly from his/her account into Diesel's account, through computer-based systems.

If you select EFT, you will be redirected to our secure payment gateway and asked to select your bank. The details for the EFT payment will then be displayed, along with instructions regarding references etc.

All bank deposit EFT’s require proof of payment to be sent to [email protected], use your order number as the reference to ensure your order is processed. If payment does not reflect for an EFT transaction, we may request proof of payment to be sent before your order is processed.

Why should I use the EFT option? EFT is convenient in that it is not time consuming and it’s easy to use. Diesel also creates a safe and trustworthy banking environment for the benefit of the customers and the company

Take note that only South African EFT payments will be accepted, and no international bank electronic transfers are accepted.

Diesel makes use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties.

The first step is to check with your bank to rule out any problems that may be occurring on that side. If you still experience difficulties, contact Customer Service Team here, and they will alert our IT team to correct the problem.

Super easy, an email will be sent to you to confirm we have your order, once it is processed you will receive an invoice for the goods being delivered. Lastly listen out for your doorbell or name to be called when our speedy drivers are there to deliver. Should you not receive such an email, then contact our super helpful Customer Service Team here and they will help you out.



Pricing

Yes, all pricing is in South African Rand.

Yes, all prices are inclusive of VAT.

You can only redeem one voucher or coupon code per order. When wanting to redeem a voucher or coupon you can either:

  • Enter the code in the box provided on the Shopping Cart page.
  • Enter the code in the box provided on the Checkout page.

A Diesel promotional coupon can be used on diesel.co.za only and may have limitations. Promotional coupons may be received via newsletter sign ups, newsletters, social media promotions and other marketing activities.

Examples of limitations are a minimum spend amount, coupon may not be valid on sale items, a validity and usage period, coupon may only be valid on certain items etc. All promotional coupons will come with terms and conditions. If you are uncertain, please contact our delightful Customer Service team here for assistance.

Please note that you can only use your online promotional coupon on www.diesel.co.za and is not redeemable at any of our retail stores.

If you are lucky and have been given an online gift voucher, you will be able to add this to your order and the amount will be deducted from the total order value. You will be able to use the online gift voucher until the total value of the gift voucher has been used.

Abuse or attempted abuse of the Gift voucher in contravention of these Terms and conditions may amount to theft and will be dealt with harshly. Without Prejudice to any other remedies it may have, Diesel reserves the right to suspend or Terminate your Gift voucher if you are suspected of breaching these Terms and conditions

Please note that you can everywhere use your gift voucher on www.diesel.co.za and is not redeemable at any of our retail stores.

If you return an item/s and select online credit as your refund method, or an item happens to be out of stock an online store credit voucher code will be emailed to you to the value of the paid price of the item/s. This can then be used for future purchases at www.diesel.co.za. Online Store credits will be received only once the returned items have been processed by Quality Control. To qualify for an online store credit, items must be returned unworn in its original packaging and not damaged.

An online store credit can be used on your orders until the total order value has been used.



Delivery

Delivery is free to all areas within South Africa.

3 Hour Delivery -- Must have your order today? R80 will ensure delivery of your order to your door within 3 hours. Only certain Cape Town areas qualify, and orders must be placed before 14:00 on a working week day. Not available for Pay In Store, COD and Manual EFT Transfer payment options.

Next Day Delivery - Need your goodies quick and fast? R60 will ensure delivery of your order to your door the next working day! Only certain main centre areas qualify, and orders must be placed before 14:00 on a working week day. Not available for our Pay In Store, COD and Manual EFT Transfer payment options.

2Day Express Delivery – R25 will ensure your order is delivered within 2 working days! Only certain main centre areas qualify, and orders must be placed before 14:00 on a working week day. Not available for COD payment options.

Standard Delivery – All Standard Deliveries are FREE

Our delivery times are within 3 working days for main city centres and within 5 working days for outlying areas. Our speedy drivers will deliver your order during office hours, Monday to Friday, 8am to 5pm. Diesel wants to deliver on time as promised. However, things happen and so we are unable to guarantee that all orders will be delivered within the stipulated time frame.

You can expect delivery:

Main Centres (Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley) within 3 working days.

Regional areas within 5 working days.

3 HOUR DELIVERY

Only certain Cape Town areas qualify, and orders must be placed before 14:00 on a working week day. Not available for COD and EFT payment options.

NEXT DAY DELIVERY

Only certain main centre areas qualify, and orders must be placed before 14:00 on a working week day. Not available for COD and EFT payment options.

ONX Service Customer orders before 14h00 on day 1, receives delivery by day 2

2 DAY EXPRESS DELIVERY

Only certain main centre areas qualify, and orders must be placed before 14:00 on a working week day. Not available for COD payment options.

NDS Service – Customer orders before 14h00 in day 1, received delivery by day 3

Standard Delivery

All Standard Deliveries are FREE. Applicable to all areas within South Africa.

Please note that some bulky items may only be available on Standard Delivery.

Main centres (delivery within 3 - 5 working days)

Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley.

Outlying areas (delivery within 5-7 working days)

All orders qualify for free delivery, applicable to all areas within South Africa.

Note: a day refers to a normal business day and excludes Saturday/Sunday and public holidays.

Yes, we do! You can choose the option for 2Day Express delivery on the checkout page. It is only offered to customers in Main Centres for an additional fee of R25.

Absolutely, your parcel can be delivered to an office address. You must enter the address along with your full name upon checkout.

Standard Deliveries are FREE! Additional Delivery fees may apply if one of Our express delivery options are selected. After-hours Delivery – Prefer to have your goodies delivered after hours? We can arrange for delivery between 18:00 and 21:00 on week days. R60 will ensure after hours delivery of your order in line with our standard delivery timescale of 3-5 days! Only applicable for deliveries in certain areas of Cape Town and Johannesburg. Orders must be placed before 15:00 on a working week day. Not available for our COD payment option.

3 Hour Delivery - Must have your order today? R80 will ensure delivery of your order to your door within 3 hours. Only certain Cape Town areas qualify, and orders must be placed before 15:00 on a working week day. Not available for Pay In Store, COD and Manual EFT Transfer payment options.

Next Day Delivery - Need your goodies quick and fast? R60 will ensure delivery of your order to your door the next working day! Only certain main centre areas qualify, and orders must be placed before 15:00 on a working week day. Not available for our Pay In Store, COD and Manual EFT Transfer options.

2Day Express Delivery – R25 will ensure your order is delivered within 2 working days! Only certain main centre areas qualify, and orders must be placed before 15:00 on a working week day. Not available for COD payment options.

Our delivery policy states delivery within 3 – 5 working days, and we will move the earth to deliver it as promised. If you have not received it then contact our fabulous Customer Service Team here here and they will help you to locate your order. You are able to track the status of your order using the tracking ID sent to you. If you have any concerns, please do not hesitate to contact Customer Service here. Remember, you will receive an email from us to tell you that your order is on its way and receive a tracking number so you can follow its progress.

All deliveries are made Monday to Friday, between 8am and 5pm. If you think you will not be available during that time then please give our helpful Customer Service team a call, and they will get in contact with our courier partners to try and help you out. Helpful hint: as soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door.

If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we will leave a card giving you instructions on either re-delivery or collection from the courier.



RETURNS

THE RETURNS PROCEDURE:
LOG A RETURN

1. LOG A RETURN

Log a return within 14 days of the order being delivered free of charge (conditions may apply). Click here to see Frequently asked Questions.

PREPARE THE ITEM

2. PREPARE THE ITEM

Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order

SCHEDULE A COLLECTION

3. SCHEDULE A COLLECTION

Return to our warehouse can take up to 4 working days for main centres and 8 working days for outlying/regional areas from date of collection from your address

REFUND PROCESS

4. REFUND PROCESS

Once the returns have reached our warehouse, the items in your return will be inspected before the return is processed – this should happen within 7 working days of arrival at our warehouse, after which the refund or online store credit will be initiated.

HOW TO LOG A RETURN
LOG A RETURN

1. LOG IN

Log in and go to the account section. Click on 'Orders' then select the order containing the item(s) you wish to return.

PREPARE THE ITEM

2. REQUEST RETURN

Select the 'Request return' button, then select the item(s) you want to return. Motivate your reason for returning the item(s)

SCHEDULE A COLLECTION

3. ADDRESS

Add the collection address where the couriers will come to collect your return from.

REFUND PROCESS

4. REFUND METHOD

Select a refund method - online store credit or the method you initially paid with

REFUND PROCESS

5. CHECK AND CONFIRM

Confirm the return details and click the 'Request Return' button.

REFUND PROCESS

6. CONFIRMATION

You will receive an email confirming that your return has been logged.

 

Please note:

*A Coupon discount is applied proportionally across the items in your cart. In the event that you return 1 or some of the items in your Order where you have redeemed a Coupon, the proportional discount applied across those Items, will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied

We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

**Please note that we cannot accommodate in store exchanges, refunds, and returns. We are working on a solution for this.

Diesel ensures that all products are of high quality when they are shipped to customers. Should it happen that your item is defective then please contact our friendly Customer Service team on 0873572018 or email us at [email protected] The time period for such a return is the same as any other return – 6 months after the item was received. A replacement item will be sent to you accordingly. Should it happen that we are out of stock, then you will be contacted by Customer Service, and you will be provided with online store credit or you can contact our Customer Service team for assistance.

Our returns policy can be viewed by clicking here.

Please note that we cannot accommodate in store exchanges, refunds, and returns. We are working on a solution for this.



ORDER STATUS

If you log onto your account at www.diesel.co.za and click on the My Accounts Section, you will be able to track the progress of your order. Alternatively contact our ever-friendly

Customer Service team here and they will help you.



TECHNICAL

You need to be registered to purchase from our website. Not registered? Fear not! Go to www.shop.diesel.co.za to register. Once registered you will receive an email welcoming you to the Diesel fold, making our world of fashion accessible in just few clicks of your finger.

Just follow the order prompts

Select your items and add them to your cart

Once you have everything you want, click the Proceed to Checkout button

Fill out the requested details and click the Checkout button

You will then be taken to an order confirmation page which will give you your order number and delivery timelines.

Super-easy and convenient, just the way we like it. (You can also like us on Facebook).

Click on the My Account tab on the top right-hand side of the page. You will then be directed to your account details. Scroll down to find your account information. Click ‘edit’ next to ‘contact information’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details are changed.

The emails that Diesel sends you comes with the option to unsubscribe for the newsletter. Click on that option and you will not receive future Diesel messages anymore.

Cookies are the name of small amounts of data that is sent from a website to your browser. It is then stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information.

You can log out by clicking the 'logout' link in the top right-hand corner of the page.

To find out more about how we use cookies, please see our Privacy Policy here.



Brands & Stock

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 Service team; they will try to source the item for you from elsewhere. Should this not be possible, then they will contact our Style Team to suggest possible alternatives.

We do not place items on back order, but if it is something super fabulous and popular our Style Team will see if there is something they can do to satisfy your craving.

I TRIED TO PLACE AN ORDER UNSUCCESSFULLY AND MY DESIRED ITEM IS NOW APPEARING OUT OF STOCK.

Allow 10 minutes for this item to reappear in stock and then try again. Alternatively, please contact Customer Service here..

Our website is constantly updated with the arrival of our eye-catching new stock. We update our product range as new fashion lines and brands are released. Keep a close eye on New Arrivals.

We welcome any feedback our customers can give us. You can place a review on a product by going to the product's page and adding your comment, or send your feedback to [email protected] .



Privacy & Security

We work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Policy here.

You are safe, we do not store your credit card details.

Not a chance, your information will not be sold or passed on to any third parties. Diesel's rightfully protects your information. Read more on how we protect your details by referring to the Diesel Privacy Policy here.