FAQs

Placing Orders

1. Do I need to make an appointment to visit your store?
   No, you can walk into our store at any time during our operating hours:
   
   • Monday to Friday: 08:00 – 17:00
   • Saturday: 09:00 – 15:30
   • Sunday: 09:00 – 13:00
2. Can I place an order on WhatsApp?
   Yes, you can place an order via WhatsApp for a single item only. For bulk orders, we kindly ask that you use our website or visit our store.
3. How do I place an order?
   You can place an order directly on our website or visit our physical store in Maboneng. Simply browse through our collection, select your desired items, and follow the checkout process to complete your purchase.
4. Do you accept layby?
   Yes, we offer a 3-month layby option at our Maboneng store. Layby orders require a non-refundable 50% deposit to initiate. If your initial deposit is less than 50%, your order will only proceed once the required deposit amount is completed. Unfortunately, we do not offer layby for online orders.
5. I am struggling with making payment online.
   We use PayFast and Yoco to process payments on our online store. If you encounter any issues, please contact our team for assistance at info@shopmedu.com or call us on 064 789 2940.
6. Do you hire out your garments?
   No, we only sell our garments and do not offer them for hire.

Custom-Made Orders

1. How do I place a custom-made order?
   You can place a custom-made order by visiting our online store or by visiting our store in Maboneng. A non-refundable 50% deposit is required to begin processing your order.
2. What kind of customisation can I do?
   
   • You can select a different colour or print of an item you saw on our online store.
   • You can change the decorations on your garments.
   • You can add personalisation, such as embroidery of initials, slogans, hashtags, or names on your items.
3. I have a picture, can you make the item for me?
   No, we do not create replicas of items from other designers. However, you are welcome to present inspiration images, and we can create a unique custom design based on them.

Shipping

1. Can I arrange an Uber to pick up my parcel?
   Yes, you can contact an Uber to pick up your parcel once the store has confirmed that it is ready for pickup. Please arrange this with us by calling 064 789 2940.
2. How long does it take for me to receive my order?
   Orders are processed and delivered within 5–7 working days. However, deliveries to remote areas may take longer. During peak seasons (November and December), processing and delivery times may extend to 7–14 working days.
3. How do I track the status of my order?
   Once your order has been processed and shipped, you will receive an email with tracking details. You can use the tracking number to monitor the status of your order via our courier partner’s website.

Returns & Exchanges

1. What is your return and exchange policy?
   We offer a 14-day return policy, provided the item is unused, unworn, and undamaged. Exchanges can be made for a different size or item, free of charge, within 14 days. For more details, please review our full Refund Policy.
2. How do I return an item?
   To return an item, please visit our Returns Centre at https://shopmedu.returnscenter.com, or contact us at info@shopmedu.com. Once we receive the returned item, we’ll issue a store gift card for the value of the returned item.
3. Will I be refunded for shipping costs if I return an item?
   Shipping costs are non-refundable unless the item was defective or we made an error in your order. If the item is exchanged, we will cover the cost of shipping the new item to you.

Alterations

1. Do you offer free alterations?
   As of January 1, 2025, we will no longer offer free alteration services. A fixed surcharge will apply for alterations. Please refer to our Alterations Policy for more details.
2. Can I alter my order after it’s been placed?
   Once your order is placed, changes or alterations cannot be made. Please ensure all details are confirmed before placing your order.

Sizing & Fit

1. Do you offer size consultations?
   Yes, we offer free size consultations at our Maboneng store. Our team will take your measurements and provide advice on selecting the right size based on our standard size chart.
2. What if the item doesn’t fit?
   If the item doesn’t fit, you can return it for store credit, which can be used towards purchasing the correct size or another item. We do not offer refunds or charge restocking fees for sizing issues.

General Information

1. Do you ship internationally?
   Currently, we ship within South Africa only. Please check back with us for future updates on international shipping.
2. How can I contact you if I have further questions?
   You can email us at info@shopmedu.com or call us at 064 789 2940. Our team is happy to assist with any inquiries.
3. How do I know if my order has been successfully placed?
   After placing your order, you will receive an order confirmation email with the details of your purchase. If you do not receive an email, please check your spam folder or contact us to confirm your order.
4. Can I cancel my order after it has been placed?
   Orders can be cancelled up to 14 days before the agreed "Fitting Date." Cancellations made after this period will result in the forfeiture of the deposit.

Policy & Terms

For a complete overview of our store policies, including return, exchange, and shipping details, please visit the following link: MEDU Store Policies.