Frequently Asked Questions (FAQ)

Welcome to the Old School Help Centre. Find answers to our most frequently asked questions about ordering, payments, shipping, returns, and more.

If you can't find the answer you're looking for, please contact our Customer Support team at info@oldschool.com.

Account & Orders

Do I need an account to place an order?

No. You can check out as a guest by providing your delivery and payment details during checkout.

Creating an account allows you to:

  • Track your orders

  • Save your delivery information

  • View your order history

  • Enjoy a faster checkout experience

How do I create an account?

Click the Account icon at the top of the website and follow the prompts to register using your email address and password or a one-time PIN.

All order-related communication will be sent to the email address linked to your account.

Will I receive an order confirmation?

Yes. Once your order has been placed successfully, you'll receive an email confirmation containing your order number and purchase summary.

Why didn't I receive my order confirmation email?

Please check your Spam or Junk folder first.

If you still can't find it, contact us at info@oldschool.com.

Can I change my order after placing it?

If your order hasn't been dispatched yet, we may still be able to make changes.

Please contact info@oldschool.com immediately and include your order number.

Can I cancel my order?

Orders can only be cancelled before they have been processed and dispatched.

Once an order has been shipped, it can no longer be cancelled.

How do I track my order?

Once your order has been shipped, you'll receive an email containing:

  • Your tracking number

  • Courier details

  • A live tracking link

What happens if part of my order is cancelled?

If an item becomes unavailable after your order has been placed, our team will contact you to offer one of the following:

  • A refund

  • An online gift voucher

  • An alternative product of the same value

Payments

What payment methods do you accept?

We accept:

  • Credit Cards

  • Debit Cards

  • Apple Pay

  • Google Pay

  • Capitec Pay

  • Payflex

  • PayJustNow

Payflex and PayJustNow allow you to split your purchase into interest-free instalments.

Why did my payment fail?

Payments may fail because of:

  • Insufficient funds

  • Incorrect payment details

  • Bank security verification

  • Payment gateway authorisation

Please retry the transaction, ensure your banking verification is completed, or use another payment method.

Can I use a discount code?

Yes.

Enter your discount code during checkout before completing payment. The discount will automatically be applied to your order total.

Can I use more than one discount code?

No.

Only one promotional code may be used per order unless otherwise stated.

Do you offer gift cards?

Yes.

Old School offers virtual gift cards that can be redeemed online and in-store.

You can:

  • Purchase one for yourself

  • Schedule one to be sent to someone else on a chosen date

Physical gift cards are not available.

Shipping & Delivery

How long does delivery take?

South Africa: 2–5 business days after dispatch.

International: 5–7 business days after dispatch.

How much does shipping cost?

A standard delivery fee of R100 applies to South African orders under R1,500.

Do you offer free shipping?

Yes.

Free standard delivery is available on local orders over R1,500.

Can I update my delivery address?

If your order hasn't been dispatched, we may be able to update your address.

Please contact info@oldschool.com immediately.

Do you ship internationally?

Yes.

International shipping is available to selected countries.

Shipping costs are calculated at checkout.

Please note that customs duties, taxes and import charges are the responsibility of the customer.

Do you deliver to PO Boxes?

No.

Our courier partners require a physical street address.

Can I collect my order?

No.

We currently do not offer in-store collection.

In selected areas, Click & Collect may become available during checkout.

What happens if I'm not home during delivery?

The courier will usually:

  • Attempt delivery again

  • Contact you to arrange another delivery time

Most couriers attempt delivery 2–3 times before returning the parcel to us.

If your parcel is returned, we'll contact you to arrange redelivery or a refund.

My tracking says "Delivered" but I haven't received my parcel.

Please first check with:

  • Family members

  • Neighbours

  • Reception

  • Building security

If the parcel still cannot be located, contact info@oldschool.com.

Returns & Exchanges

What is your return policy?

You have 30 days from your purchase date to request a:

  • Return

  • Exchange

  • Refund

  • Store voucher

Returned items must be:

  • Unused

  • Unwashed

  • Unworn

  • Unaltered

  • In original packaging with tags attached

Please refer to our full Returns & Exchanges Policy for more information.

How do I return or exchange an item?

Log your request through our Returns Portal, located under the Support section of our website.

You'll need:

  • Your order number

  • Your email address

Need assistance? Contact info@oldschool.com.

How long do refunds take?

Refunds usually reflect within 7–10 business days, depending on your payment provider.

What if I received a defective item?

Please submit a return through the Returns Portal and include:

  • Photos of the defect

  • A description of the issue

We'll gladly arrange a replacement where applicable.

What if I received the wrong item?

We're sorry for the mistake.

Please submit a return request with photographs of the incorrect item, and we'll resolve the issue as quickly as possible.

Can I return an international order?

Unfortunately not.

International orders cannot currently be returned to South Africa.

Please refer to our size guides before placing your order.

I received an item as a gift. Can I exchange it?

Yes.

We'll require the original order number or purchase reference.

If you don't have it, our team may be able to locate the order using the purchaser's name or email address.

Products

Do you provide size guides?

Yes.

Every product page includes a detailed size guide.

Many products also feature our Size Recommender to help you find your best fit.

How should I care for my garments?

Please follow the care instructions found on:

  • The garment care label

  • The product page

Are Old School products for both men and women?

Yes.

Old School offers clothing for men and women, with many of our styles designed to be unisex.

Please check individual product descriptions for more information.

My size is out of stock. Can I be notified?

Yes.

Click Notify Me on the product page and enter your email address.

You'll receive a notification once your preferred size is back in stock.

Please note that notifications do not reserve stock.

Stores

Do you have physical stores?

Yes.

Old School has stores across South Africa.

Visit our Store Locator page for locations, contact details and trading hours.

Privacy

How do you protect my personal information?

We take customer privacy seriously and follow strict security and data protection practices.

You may contact us at any time if you'd like to request the deletion of your personal information.

Customer Support

How can I contact Customer Support?

Our friendly support team is available to assist you.

Email: info@oldschool.com

Careers

How can I apply for a job?

Current career opportunities are advertised on our official LinkedIn page and Careers page.

We encourage you to check these regularly for new openings.