Level 4: what we're doing to stay safe

We are now safely delivering products to your door, following strict safety measures to minimize the threat of the coronavirus and to ensure the safety of our staff and you, our valued customers.

Categories

All categories can be sold during level 4

Safety measures

As per WHO and the South African Government guidelines, reebok.co.za will be adopting the following safety measures.

- Our warehouse will be sanitised before staff return to work

- Temperatures will be checked before entering the premises

- Hand sanitisation stations available at all entry points & high traffic areas

- Face masks will be worn by all staff

- Social distancing to be practised at all workstations

Deliveries

- Contactless delivery, maintaining a social distance of 2 metres

- Drivers to wear masks & gloves

- Drivers to sanitise hands before & after delivery

- Orders will be placed on the ground & driver to step away

- No signature required

Payments:

We will only accept prepayment methods (credit/debit cards) for all orders.

No COD will be implemented until all restrictions have been lifted.



WHAT YOU NEED TO KNOW

When will I receive my order?

During level 4 restrictions we are only allowed to deliver items which comply with government regulations and are detailed in the list of items above. You will receive your order within 5 – 7 working days, however, please expect a slight delay as we start our operations post level 5 lockdown.

What happens if I ordered during level 5?

Should your order consist of multiple items and one or more of those are not categorised as level 4 essentials, we will be in contact with you to discuss your options. We can either cancel the non-essential item(s), which will allow us to ship the essential item(s), or we can hold on to your order and ship all the items once further restrictions have been lifted.

I'm not yet back in the office, can I please change my delivery address?

It is not possible for you to amend your address on an order already on file. Please contact our Customer Loyalty team at [email protected] providing the necessary information and we'll gladly update the details for you.

How do I track my order now?

All movement of your parcel is updated on your online account, simply log into your profile via the reebok.co.za online account. Once logged in, go to My orders, where you will see the status of each item within your order and the estimated delivery date. In the event that the order is delayed, kindly contact our friendly Customer Service team on [email protected]

When will you collect my return?

We will be reviewing all returns that are still outstanding and we will arrange collection for those that contain essential items as per level 4 regulations. If an item is considered non-essential we will only be able to collect once further restrictions have been lifted.

Can I collect my order at your warehouse?

Unfortunately, not.

Can I drop off my return at your warehouse?

Unfortunately, not.

How long will my refund take?

Our refund process takes between 2-3 working days to be completed and once completed will reflect into your bank account within 7-10 working days.

I no longer want my order. Can it be cancelled and refunded?

If your order has not been processed by our warehouse we are able to cancel your order and process your refund.

Kindly allow 7 – 10 working days for the funds to reflect in your bank account, depending on the bank you are using.

If your order has been handed over to our courier, please make contact with our Customer Service team. Our logistics team will cancel your delivery so that we can begin processing your refund.

In the event that delivery is attempted before the order is cancelled, please inform the driver that you are no longer willing to accept the order and you would like the delivery to be cancelled. Once the driver marks the order as rejected, the order will be returned back to our Cape Town warehouse and the refund will be sent through to our finance team for processing.

Kindly allow 7 – 10 working days for the funds to reflect in your bank account, depending on the bank you are using.

How do I contact customer service?

To comply with the nationwide lockdown, all our staff are working remotely. Our Customer Service phone lines are closed, but you can reach us via email [email protected]

What safety measures are in place for stores?

  1. 1. Stores will be disinfected before work begins, regularly during the working period and after work ends.
  2. 2. Staff temperature checks will be done twice a day and recorded.
  3. 3. Customers will be asked to sanitise before entering the stores.
  4. 4. Customers will be required to wear a mask before entering the stores.
  5. 5. Temperature checks of customers will be checked before entering the stores.
  6. 6. Staff will be required to use hand sanitiser and practicing regular hand washing.

Which stores will be open?

  1. Stores will open in phases. Phase 1 stores 8th of May:
  2. Reebok Concept Stores
  3. Canal Walk
  4. Sandton
  5. Menlyn

Further details of store opening will be updated once all the necessary health and safety precautions have been implemented.