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    FAQs for Online Promotional Offers

    Customer Care:

    onlineshop@tfg.co.za   |   0860 834 834

    Examples of Promotions

    • Buy X number of items and get the cheapest item (based on original selling price) free.
    • Buy X item/s and get X% off.
    • Buy X items already at a discounted price showing online

    How do promotions work?

    • Automated at checkout
      Provided you have selected the valid item/s that fall within the specific promotion, when you reach checkout and view your bag, it will display the discount/savings in colour, below the original selling price.
       
    • Use voucher/promo code at checkout
      Provided you have selected the valid item/s that fall within the specific promotion, when you reach checkout and view your bag, you must add the voucher code to the voucher code cell/block, and press enter, to see your savings which will then display in colour, below the original selling price.
       
    • Already applied to product on site
      Provided you have selected the valid item/s that fall within the specific promotion, the discounted prices are already applied to the item. The original selling price will have a strike-through and the discounted price will show in colour.
       
    • There is no ‘free’ item at R0.00 on my account/invoice. Where does the discount reflect?
      The discounted value for all promotions is applied across all the items in your basket, so all the items on your invoice are discounted, based on a pro-rata allocation of the total discount value.
       
    • 4 for 3 Promotion example: Cheapest Item is ‘free’

      Item A: Was R120, Now R40 on sale
      Item B: Was R100, Now R50 on sale
      Item C: Was R110, Now R60 on sale
      Item D: Is R199, not on sale

      Total Basket Value = R349.00
       
      • Item B will be the discounted/free item, due to original selling price being cheapest.
      • When you checkout, the discount is automatically applied to the total basket and the checkout value will be R299.
      • Item B, the R50 discounted value, is apportioned across all items based on a pro-rata allocation, such that your invoice/account statement will read approximately:

        Item A: R34.50
        Item B: R43.00
        Item C: R51.00
        Item C: R170.00

        Total Basket Value: R299

    I bought something, but my order was cancelled:

    • Our promotions are very popular, so thousands of customers are probably trying to buy the same items at the same time as you! This means that there will sometimes be order cancellations, even if the money goes off from your account. If this happens, we will automatically refund you for your cancelled items.
    • Online refunds can take up to 14 working days to reflect in your account. If your refund still doesn’t reflect after 14 working days, please contact Customer Care.
    • Unfortunately sometimes we experience system errors, so you’ll see that items are still available in stock online after your order was cancelled. We are working tirelessly to avoid this issue, but if it happens, please contact us and provide your name, contact details, order number and issue. If we still have saleable stock of the particular item, we will send you an online voucher to the value of the discount you would have received if the item was not cancelled on the X promotion. This will hopefully allow you to re-purchase the item at the advertised discounted price.
    • Please bear with us, as there may be a 24 to 48-hour delay in responding to your email.

    I added the voucher code correctly at checkout, but nothing was discounted:

    • Certain promotions have item limits, and this information will be displayed on adverts.
    • For example, a “4 for 3” promotion may be set up for only 4 items per order, but you can place many orders. Alternatively, it could be set-up for a maximum of 21 items per order. You can place as many orders as you want.
    • Should the promo not work automatically at checkout, please refresh your page, clear your search history/cookies and try again.
    • Also ensure that you are shopping ‘valid’ items, and not items excluded from the promotion. Exclusions will be displayed on adverts.

    I received my order, but an item was damaged:

    • There are 2 options available to you: A damaged or incorrect item can be returned to a store, as courier collection will result in a refund delay, whereas in-store refunds or exchanges are immediate. Please remember to bring your invoice.
    • Alternatively, please contact our Customer Care team. They will arrange that our couriers collect the item and refund you via your original payment method.
    • If we still have saleable stock of the particular item, we will send you an online voucher to the value of the discount you would have received if the item was not cancelled on the X promotion. This will hopefully allow you to re-purchase the item at the advertised discounted price. Please make contact via Customer Care.
    • Please make contact via Customer Care.

    I received my order, but it was the wrong size/item:

    • There are 2 options available to you: A damaged or incorrect item can be returned to a store, as courier collection will result in a refund delay, whereas in-store refunds or exchanges are immediate. Please remember to bring your invoice.
    • Alternatively, please contact our customer care team. They will arrange that our couriers collect the item and refund you via your original payment method.
    • If we still have saleable stock of the particular item, that was bought on a promotion, we will send you an online voucher to the value of the discount you would have received if the item was not cancelled on the X promotion. This will hopefully allow you to re-purchase the item at the advertised discounted price.
    • Please make contact via Customer Care.

    I received only one item in my order, but I am still waiting for the other item/s:

    • It is possible that your order (basket of goods) will be sourced from different warehouses and stores, which means that the items will be delivered separately to you. You will receive email and SMS communication updating you on the whereabouts of all items in your basket.
    • Alternatively, you can track your order online by logging into your online profile.Please note: it can take up to 10 working days to deliver all order items, especially when bought on a promotional offer, due to the high volume or orders.
    • Please contact Customer Care if you have concerns.

    Tips for shopping our promo offers:

    • Most promotions/offers cannot be used in conjunction with other promotions.
    • Just because it’s in your cart, doesn’t mean it’s yours.
    • The fastest bank payment gets you the goods.
    • Just because you received a confirmation email, doesn’t mean you own the goods yet. If you’re feeling a bit nervous, contact us to confirm if your order was successful.
    • When you’re adding to basket, always check-out immediately and do not walk away from your mobile phone/desktop.
    • Promotional goods stock is ALWAYS limited, so if something is sold out, it means that it is SOLD OUT.
    • We will always put your journey first and do our best to make sure that your shopping experience is pleasant, both in-store and online. For more information, please get in touch with our customer care centre (details above) and provide them with your name, contact details, order number and query.
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