Frequently Asked Question

Ordering

How does pre-order work

Pre-ordering is the process of placing and paying for your order before the item is made. This means there is a waiting period before receiving your piece while it is manufactured, quality checked and dispatched.

This enables us to create unique, high quality items that is not mass produced but rather embodies the love and attention to detail of a Tzofía garment.

What currency are your prices in?

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

I’ve accidently placed an order; I need to cancel?

If you have made an error, or you would like to cancel your order, please contact us via email at hello@tzofia.co.za. We only have a small window to be able to make changes as our team is super-efficient, so be in touch right away.

What if something I ordered arrived faulty?

We have high expectations for our garments, you should too. If your purchase does not make you smile, please contact us at hello@tzofia.co.za so we can make it right. Any garment queries / faults which are due to a clear oversight on behalf of TZOFIA (PTY) LTD, will be exchanged and manufactured on an express production run and all costs will be for TZOFIA (PTY) LTD. Please note this excludes general wear and tear of garments over time.

You can read our Defects Policy here

I’ve ordered the wrong size/colour, is it possible to update my order?

Unfortunately, we are unable to amend orders once they have been placed. Please make sure all details are correct when making your order.

How can I use a voucher/code?

After you have added your items to your cart, please select to proceed to checkout. You will have the option to add your discount code or promo code to your order. Please bear in mind, only one discount code can be redeemed per order.

Shipping 

My Shipping details are wrong; can I change them?

Please notify us straight away as we’ll need to update this for you before the order is dispatched. Please email hello@tzofia.co.za with your order number and shipping details and we will do our best to help. Please make sure all of your shipping details are correct prior to placing your order.

What’s the status of my order?

Once you’ve received your shipping email confirmation, you can track its progress by clicking on the tracking link and see the status of your delivery. Please note that it may take 24 hours for tracking updates to appear.

How long will it take to receive my order?

If the items you ordered are in stock, your order will be dispatched within 2-4 business days. If you have pre-ordered, please allow for up to 15 working days until your order is dispatched. We must first make your new item(s), pack them, and finally, we send a confirmation email before shipping out your order. 

Refunds & Returns

Am I eligible for a refund

Tzofía gladly accepts returns for cash refunds within 7 days.

If you missed this window and would still like to return your item within 30 days, Tzofía will gladly supply you with a credit note.

The refund item(s) should be in its original condition, unworn, unwashed and returned in the original Tzofía garment bag with its tag attached. If your item is found to not adhere to these conditions, our returns team will be in touch.

Your credit note is valid for a whole 365 days. If you have requested a credit note, you will be sent a Tzofía gift voucher via email with your own unique discount code that can be applied to your next order with us.

You can read our Returns Policy here.

You can read our Returns Policy here...
How long does it take for a return to be processed?

Our returns team, aim to process all returns within 48 hours of receiving, however do allow for up to 5 business days for your return to be processed. You will receive an email confirmation as soon as your return request has been processed. If you have received a cash refund, please allow up to 10 days for the money to reach your account. The refund will be processed to the original payment method used to place your order.

Do I have to pay for return shipping?

Yes, you are responsible for the return shipping costs. We recommend using a pre-paid service that offers tracking. This ensures your goods will arrive safely and prevent missing items. Tzofía is not responsible for any lost incoming parcels so please be sure to use a delivery service with tracking.

Do I need to let Tzofía know that I am making a return?

Please send an email to hello@tzofia.co.za informing us of your intent to return your item.

Can I exchange my item/s?

In order to exchange goods, contact TZOFIA (PTY) LTD at hello@tzofia.co.zafor an exchange reference number and form, which we will email to you. This form needs to be included, along with a copy of the original invoice in the box with the returned items. The returned item(s) should be in its original condition, unworn, unwashed and returned in the original Tzofía garment bag with its tag attached

Garments returned for size exchanges will follow our normal production delivery cycle.

If style exchanges are made and as a result thereof additional charges arise, exchanged items will not be despatched until these amounts are settled in full.

All garments are made to order. As a result, please note that commercially acceptable variations in colour may occur due to slight differences in fabric from different deliveries.

Please note: TZOFIA (PTY) LTD cannot accept responsibility for damage caused by mishandling, failure to follow garment care instructions, or excessive wear and tear.

Stores  

Do you have a store that I can try on a Tzofía garment?

We will notify the Tzofía family of all upcoming pop-up stores and new stockists.