GENERAL QUESTIONS

We want you to love your Desray garment. We have provided some basic fit details. If you prefer a fit different than portrayed on the model or have a questions about a particular style, send your measurements to desraycares@desray.co.za and we will help you find the right size.

As part of the purchasing process on our site, you will be asked to register an account. Registration helps to ensure all your details are attached to the correct order. After an order has been placed, you can easily log in and view your purchasing history.

Unfortunately we do not offer an alteration service. We apologise for any inconvenience caused and value your comments and suggestions. Please feel free to send any feedback in this regard.

Customers will receive an order confirmation as soon as their order has been processed. If you have paid for your order via EFT the processing takes a little longer. If you have not received an email confirmation check your junk/spam folder. If the confirmation email is still missing it is possible we might have the wrong address. Email us at desraycares@desray.co.za so we can find your confirmation and forward it to the correct address.

Click on the ‘Forgot Password’ link. Enter your email address. An email will be sent to your email inbox to reset your password. Follow instructions and voila, you will have a new password, and entry back into your account.

Yes! We take great pride in wrapping your parcel. If you would like to send a parcel as a gift, please provide us with the recipient’s address and we will send it directly to them. We will happily include a personalised message. Please contact us on desraycares@desray.co.za and we will take care of it for you.

Please note the fabric could be out of stock, in which case we might do the same style in another fabric, but only if the style was a bestseller. Please sign up for our emailers for hot-off-the-press updates on new arrivals and re-stocking. Please however let us know if there is a particular style you would love to be re-stocked. We would love to hear from you: desraycares@desray.co.za

We use PayFast as our payments processing service. PayFast accepts a variety of payment methods through the familiar and trusted PayFast interface. We process MasterCard and Visa credit cards as well as Instant EFT.

Yes we do! We currently have eight stores nationwide in Stellenbosch, Franschhoek, Newlands, Garden Centre in Cape Town, Willowbridge in Cape Town’s Northern Suburbs, Parkhurst in Johannesburg, Menlyn Maine in Pretoria and Dainfern Square in Midrand. Please pay us a visit when you are in the area! We no longer have a factory shop, but please join our mailing list for notifications regarding our Warehouse Sale held from our factory in Observatory once per year.  Our online shop holds only a third of what we have in shops. Please come in and see our full range, including accessories. If you happen to see something posted on social media and cannot find it in our online shop, please contact us on desraycares@desray.co.za and we provide details of the shop that stocks those particular items in your area.

EXCHANGE / RETURN POLICY

  1. No refunds on sale goods.
  2. Goods submitted for return/exchange will only be accepted if:
    1. Returned within 30 days from date of purchase;
    2. It’s in its original condition;
    3. The purchaser presents the original till slip/invoice and credit card receipt where applicable.
  3. Claims of defects in goods, unless clearly visible, will be subject to investigation prior to the provision of a remedy.
  4. No option of a refund/exchange if goods have been specifically made or ordered, damaged, misused or damage amounts to ordinary wear and tear.
  5. For hygiene reasons, earrings will not be accepted for return or exchange.

It is important to us that you love your Desray garment and we are committed to providing you with the best fit. Exchanges are complimentary. If you are not entirely satisfied we offer an exchange within 7 days delivery for national orders.

The item must be unworn, unwashed and undamaged with swing ticket attached. To request an exchange, please complete our exchanges form above and one of our team members will be in touch shortly.

We will handle logistics of your exchange and will arrange collection from your door. Once your item(s) have been received by us, your desired item(s) will be delivered to your address again at no charge. Please note: regrettably we cannot accept returns on international orders. Exchanges that do not meet our policy will not be accepted and will be sent back to the customer.

Our return policy for national orders is within 7 days of delivery. The item must be unworn, unwashed and undamaged with swing ticket attached.

To request a return, please email desraycares@desray.co.za with your order number and one of our team members will get back to you shortly. Once your item(s) have been received by us, we will issue a refund. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

If you received a damaged or a defective product, please email desraycares@desray.co.za with your order number and a photo of the garment. We will take care of it for you.

SHIPPING AND ORDERS

We ship nationally, to every corner in South Africa.

Yes, we can arrange international shipping. Please email desraycares@desray.co.za to request international shipping, and we will gladly put a quote together for you. We use DHL’s express online shipping portal.

Your order will be processed within 1-2 business days. All orders are dispatched with our courier, Fastway and arrive within 2-4 working days, provided the product is in stock. We charge a standard rate of R70 per order for shipping nationwide in South Africa.  From time to time we will run promotions on shipping. This will be clearly advertised.

Yes, we can arrange an overnight delivery for you. Please email desraycares@desray.co.za to request, and we will gladly put a quote together for you.

Our courier company is Fastway. Fastway provides real-time online parcel track and trace. They use hand-held scanners and parcels are scanned at key interval points throughout its journey: at pick-up, during transfer and at its final destination, so you know where your order is at all times!

When your order is dispatched, you will receive an email confirmation with shipping details and a tracking number that can be used online to track your package. To follow the whereabouts of your parcel, please go to www.fastway.co.za, click on the ‘Track’ tab and enter your tracking number.

Yes, we can gladly amend orders that have not yet been dispatched. We can cancel an item, change the size or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed. Please contact us on desraycares@desray.co.za and one of our team members will happily assist you.