FAQ

REGISTRATION, YOUR ACCOUNT & THE NEWSLETTER

DO I NEED TO SIGN UP?

No, you do not need to create an account to place an order, you can check out as a guest. However, we recommend creating an account so you can save your details for faster checkout, track your orders, and manage your address book.

HOW DO I UPDATE MY ADDRESS?

Log into your account by clicking "Log in" in the top right corner of the website. From your account dashboard, you can add, edit, or remove saved addresses at any time.

WHAT IS THE BEN SHERMAN NEWSLETTER?

Sign up to our newsletter to be the first to hear about new arrivals, exclusive promotions, and the latest news from Ben Sherman. You can subscribe by creating an account or by entering your email address in the sign-up form at the bottom of the website.

SHOPPING

HOW DO I SEARCH FOR A PRODUCT?

Use the search icon in the top right corner of the website to search by keyword, product name, or item code. You can also browse by category using the navigation menu at the top of the page.

HOW DO I FIND MORE INFORMATION ABOUT A PRODUCT?

Click on any product image or name to go to the product page, where you'll find full details including the item description, available sizes and colours, price, and a size guide link where applicable.

DO YOU HAVE A SIZE GUIDE?

Yes, visit our Size Guide for full size charts. If you're unsure which size to choose, feel free to contact us and we'll be happy to help.

WHAT IF A PRODUCT I'M LOOKING FOR IS OUT OF STOCK?

PAYMENT & ORDERS

HOW DO I PLACE AN ORDER?

Browse the website and click on any product you'd like to purchase. Select your size and colour, then click Add to Cart. When you're ready, click the cart icon in the top right corner and follow the prompts to complete your checkout.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We offer a range of secure payment options to suit you:

Apple Pay & Google Pay — pay quickly and securely using your digital wallet.
Payfast — pay via Visa, Mastercard, EFT, and more.
PayJustNow — split your purchase into 3 interest-free instalments, with no fees.
Payflex — pay 25% upfront and the rest over 6 weeks, interest-free (Visa, Mastercard & Amex accepted).
Float — interest-free instalments for credit card holders (Visa & Mastercard).
Stitch Buy Now, Pay Later — a flexible buy now, pay later option, allowing you to spread the cost of your purchase.

All transactions are secure and encrypted.

WHAT CURRENCY DO YOU USE?

All prices are listed in South African Rand (ZAR).

WHEN WILL MY CARD BE CHARGED?

Payment is taken at the time your order is placed. You will receive an order confirmation email shortly after your purchase.

CAN I CHANGE OR CANCEL MY ORDER?

We start processing orders straight away, so changes are not always possible. If you need to change or cancel an order, contact us immediately at info@bensherman.co.za or call/WhatsApp 072 254 7081 and we will do our best. Once your order has been delivered, our returns and exchange rules below apply.

I HAVEN'T RECEIVED AN ORDER CONFIRMATION EMAIL — WHAT SHOULD I DO?

Please check your junk or spam folder first. If you still can't find it, contact us at info@bensherman.co.za with your name and the email address used at checkout and we'll resend it.

DELIVERY

WHERE DO YOU DELIVER?

We deliver throughout South Africa. We also deliver to selected countries by DHL at the rate quoted at checkout; duties and taxes in the destination country are for your account, and international orders cannot be returned or exchanged.

HOW LONG WILL MY ORDER TAKE?

Orders are dispatched within 2 working days (Monday to Friday, excluding public holidays). Standard delivery takes 3–7 working days, usually 3–5 in the main centres; express delivery takes 1–3 working days in the main centres.

HOW MUCH DOES DELIVERY COST?

Orders under R1,500: R150 delivery fee (3–7 working days)
Orders R1,500 and over: free delivery
Express delivery (1–3 working days): R200
Collect in store at 25 4th Avenue, Parkhurst: free

Shipping rates for international orders are calculated at checkout.

WHAT IF I'M NOT HOME WHEN MY ORDER ARRIVES?

If you are not available at the time of delivery, the courier will typically attempt redelivery or leave a notification card with further instructions on how to collect your parcel.

SOMETHING IS MISSING FROM MY ORDER!

We're sorry to hear that. Please contact us at info@bensherman.co.za within 48 hours of receiving your order, with a photograph, and we will investigate and resolve the issue for you as quickly as possible.

RETURNS & EXCHANGES

WHAT IS YOUR RETURNS AND EXCHANGE POLICY?

Full-price items can be returned or exchanged within 14 days of delivery, as long as they are unworn, unwashed, with the tags attached and in their original packaging. Underwear, socks, swimwear and gift cards cannot be returned. International orders cannot be returned or exchanged. The full policy is in our Refund & Exchange Policy.

CAN I RETURN OR EXCHANGE SALE ITEMS?

No. Sale items cannot be exchanged or returned. The only exception is the 7-day cancellation right that the ECT Act gives on online orders: let us know within 7 days of delivery, the item must be unworn with its tags attached and in its original packaging, and the courier cost of the return (R150 for a collection, or your own courier) is for your account. The refund goes back to your original payment method. Please check your size carefully before ordering a sale item.

HOW DO I START A RETURN OR EXCHANGE?

Email info@bensherman.co.za or call/WhatsApp 072 254 7081 with your order number, the item and size, and whether you want an exchange or a refund. We arrange the courier collection, or you can bring the item to our Parkhurst store.

ARE EXCHANGES FREE?

On full-price items the first exchange on an order is collected and redelivered free of charge. Further exchanges on the same order are charged at R150 (collection and delivery). Sale items cannot be exchanged.

CAN I RETURN AN ONLINE PURCHASE TO YOUR PARKHURST STORE?

Yes. Bring the item, unworn with its tags and packaging, together with your order number to 25 4th Avenue, Parkhurst, Johannesburg, within the 14-day window.

I RECEIVED A FAULTY OR INCORRECT ITEM — WHAT DO I DO?

We sincerely apologise for this. Please contact us at info@bensherman.co.za as soon as possible with your order number and a photo of the issue. Faulty goods are covered by the six-month warranty in the Consumer Protection Act, sale items included, and we will repair, replace or refund at your choice.

WHEN WILL I RECEIVE MY REFUND?

Refunds are processed within 8 days of us receiving and checking the item, to your original payment method. Please allow a further 5–10 working days for it to reflect, depending on your bank or payment provider. You will receive an email confirmation when your refund has been issued.

TECHNICAL

I CAN'T LOG INTO MY ACCOUNT

Make sure you are using the email address and password you registered with on the Ben Sherman South Africa website. If you continue to have trouble, contact us at info@bensherman.co.za.

WHY AM I NOT RECEIVING EMAILS OR NEWSLETTERS FROM YOU?

Your email provider may be filtering our emails into your junk or spam folder. Please check there first, and if you find our emails, mark them as "Not Spam" or add info@bensherman.co.za to your contacts to ensure future emails reach your inbox.

CONTACT US

HOW CAN I GET IN TOUCH?

Phone / WhatsApp: 072 254 7081
Email: info@bensherman.co.za

We aim to respond to all enquiries within 1–2 business days.

WHERE IS YOUR STORE?

Our flagship store is located at 25 4th Avenue, Parkhurst, Johannesburg. We also have stockists across the country — visit our Retailers page to find your nearest stockist.

Country/region

FAQ