FAQs

We understand that you may have some questions when shopping with us. Here are some questions we handle quite a lot. If you have any further questions, please feel free to contact us on +27 71 233 4252 and we will be happy to assist.

 

  1. I would like to buy one of your awesome items, how do I order?

1.You can visit our online store, choose your favourite item then click on Buy Now and go through the process to complete the purchase. We are happy to talk you through if you are having any problems. You can contact us on 071 233 4252. 

  1. Visit one of our stores:  SOKO District, upstairs Rosebank Mall opposite iPhone store, Joburg CBD branch on 100 Anderson Street, Marshalltown, Johannesburg. 
  2. Visit one of our stockists:
  3. a) Kisua Africa, Nelson Mandela Square, Sandton 
  4. b) Maison Urban Zulu, 126 Ballyclare Drive, Sandton
  5. c) The Space, Rosebank and Mall of Africa
  6. You can also send us a WhatsApp 0712334252 or email orders@urbanzulu.com with the item you would like to purchase

 

  1. I'm looking for traditional Zulu attire. Do you have stock?

Unfortunately we do not stock traditional Zulu attire. Our clothing is modern design that is inspired by African aesthetic. You may acquire the traditional items from Zulu markets in Joburg CBD.

 

  1. I want an item that is not showing on your website or can I place an order on a sold out item?

If an item is sold out online or not available on our website, we will assist by checking if any of our stockists have availability. If not, then unfortunately you will have to wait for that item to be made again.

 

  1. What sizes do you offer?

Our sizes come in either Small, Medium, Large, X-Large or from 32 to 44 depending on availability. For petite or larger sizes, we can custom-make an item that is in current range but there will be an extra free of R150.

See our size chart :

 

  1. Do you courier outside of South Africa?

Our online store currently does not allow other countries to pay online but we do courier worldwide. We can assist manually by generating a PayPal invoice. Please contact us via email or WhatsApp so we can process your order manually. 

 

  1. How long will my order take to be delivered?

All orders handled via our Online store, Email, Facebook, Instagram, Phone call or WhatsApp or other channels requiring an online order to be created, will go through the standard delivery process. Delivery normally takes 10 to 15 working days. Sometimes there might be some delays which are out of our control but we will do our best to help you should our order be delayed. For urgent orders, we are happy to assist but please note the standard delivery timelines will apply in all cases and we can only guarantee delivery within our timelines.

 

  1. How does the Online Order process work?

We use Shopify to handle all our online orders whether created directly via our website or draft orders created manually. Once you place your order with us, it will reflect on our system as Unfulfilled. All order received via urbanzulu.com will reflect automatically. Draft orders will only reflect once payment has been made. Partial payment orders will reflect as Unfulfilled and Payment Pending. As soon as we receive your order, the online team, will collect the item from the store that has available stock. This may take up to 5 working days. Once the item is received by the Online team, the courier will be packaged and courier notified to collect. As soon as the courier collects, the order will be updated with the waybill number. Please note that once the courier collects, it is outside of our control and you will need to contact the courier to follow up on your order.

 

  1. I bought a dress and it’s slightly big/small, can you do alterations on it?

Yes we can at not cost within 14 business days of receiving your order, please submit a return request online with details of required alteration. It is helpful if you send a pic accompanying your request as well as size dimensions. You may send the dress to 100 Anderson Street , Johannesburg. Please see the Returns Page for more info. Its usually better if you bring it in-store so we can see where to do alterations.

 

  1. Do you do custom orders?

We are currently taking a limited number of orders. Please contact us on +27712334252 with your request.

 

  1. I bought online and would like to track my order

Our online orders are normally dispatched within 10 working days. As soon as an item is dispatched, the order will be updated on the system with the tracking number and the courier used to send. This information will be sent to you via email. If you have been communicating with us via WhatsApp, we will also send you a picture of the waybill. We use an external courier, once it leaves our dispatch site, we are reliant on the courier to deliver the item to you efficiently. 

 

  1. What is your exchange/refund policy?

Please note we do not do cash refunds.

Our full return policy can be found here: https://urbanzulu.com/pages/returns-policy

Please note: We do not exchange masks, earrings and socks for hygiene reasons

 

  1. What are your trading hours

Our trading hours are on our Contacts page. Please refer to it for different locations.

 

THANK YOU FOR SHOPPING WITH URBAN ZULU. WE APPRECIATE YOUR CUSTOM. WE LOOK FORWARD TO SERVING YOU.


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