Frequently Asked Questions

In order to purchase items on the Lesela you need to have an account. To register for an account:

1. Download the Lesela app from your Google Play Store on your mobile phone.
2. Select the option to “Register” an account and enter your required information.
3. Click on the “Create” Button.

Should you wish to only view the items on the App, you can skip the registration processes.

1. Use the dropdown navigation menu located at the top of the App to select the category you want to shop by. If you know exactly what product you want, enter the product name in the search bar.
2. You will be redirected to the Products page, where you will be able to filter products by colour, designer or product type.
3. Select the items you are interested in and then click on the “Add to Cart” button.
4. If you not so sure about what you want, save the product to your likes by clicking on the “Heart” button on the product.
5. Select the cart icon located on the top right of your screen.
6. All your items in your cart will drop down from the top of your screen.
7. Click on the “Checkout” button
8. If you have an existing Lesela account, you will be requested to log into your account. If you do not have an account, you will be required to create an account before checking out.
9. Once you have successfully logged into your account, you will be required to enter your delivery address information if you haven’t already.
10. Once you have filled out all the required information and you are happy with your order. Select the ‘Payment’ button where you will be requested to enter your payment details.
11. You can also use social media sharing options to share your favourite products with your friends and family on Facebook, Twitter, Pinterest or even WhatsApp.

Once your order has been accepted by the designer and it is packed and ready to ship, you will receive an email containing your order information and a tracking number for your order. You will be able to track the status of your order on the app. Simply log onto your account on the Lesela App and click on “My Orders” to track the progress of your order. Alternatively contact us on support@lesela.co.za.

Navigate to the ‘My Account’ section and select the “Login” button. You will be redirected to the Login Page. Select the ‘Forgot Password’ link. You will then be required to enter your email address or cell-phone number . From there, you will receive an email or an sms with a link to reset your password.

1. Login to your account
2. Select "User Profile" on your account page
3. Click the ‘Edit’ button to edit your user profile page, address and contact information for that address.

Your likes are indicated by a heart-shaped icon, which will be displayed bottom-right corner on the app.

1. Select the “Cart” icon located on the top right of your screen.
2. All your items in your cart will drop down from the top of your screen.
3. If you Click on "View Cart" button, this will redirect you to your Cart page where you can change quantity and remove items.

If you are unhappy with your purchase for any reason, we will do a full refund provided:

1. The return is logged within 7 days of the date you received the item
2. The item is unused and in the same condition you received it – with all tags and accessories (where applicable) present and in its original packaging (where applicable)

1. It is a sale item
2. The return is logged after 7 days
3. The item has been worn and/or the tags are taken off
4. The item has been altered in any way

Should an item be returned without any relevant accessories, designers are entitled (subject to applicable law) to refuse the return, or to estimate the approximate value of the missing accessories and minus that off the total refund amount.

1. If you qualify for full refund, we will organise collection of the item from you at no cost
2. If you return a product that does not comply with our refund policies, and your return is denied, you will be liable to pay all courier costs associated with the collection and delivery of the product/s

We do not accept any responsibility for items lost or damaged in the courier process and will not be able to refund you for items not returned to designers. Once we have received your returned item, it will be inspected. We will notify you that we have received your return as well as notify you of the approval or rejection of your refund:

1. If your refund is approved, we will reimburse you and the credit will automatically be applied to the method of payment used to make the purchase. Please note: It may take up to 7 working days for the credit to reflect in your account. Please be sure to check your statements from the date of purchase onward. Should you not receive the credit after 7 working days, please contact your bank. Should you be unsuccessful, please contact us via email.
2. We reserve the right to deduct any associated costs from your total refund amount

You may exchange an item provided the returned item follows all above stated conditions of return. Also:

1. We will exchange the item provided we have the size requested
2. Should we not have the size requested, a full refund will be done
3. Any item may only be exchanged once
4. All fees associated with the returning of the item and the receiving of the replacement item will be at your expense. You may be liable to deposit the amount required or to organise the delivery and collection with a tracked courier service of your choice.
5. We do not accept any responsibility for items lost or damaged in the courier process and will not be able to exchange an item for you if the original item is not returned to the designer.

We ensure that our products are of the highest quality, but under the rare circumstance that you should receive a defective product, we will either replace the product or issue you with a full refund provided:

1. The defect was not as a result of normal wear and tear
2. The defect was not as a result of alterations
3. The defect was not as a result of negligence, user abuse or incorrect usage

If we accidentally deliver the wrong product to you or if the product is not as described on the app (we reserve the right to use our own discretion in determining this), or if it is missing any accessories, please notify us Once we have looked into this matter we will notify you of the approval or denial of the reported issue. If we approve of your reported issue, we will collect the product from you at no charge Once we have inspected the product and validated your return, we will, based on your preference, deliver the correct product to you as soon as possible (if the correct product is available), deliver the missing accessories to you, or issue a full refund

Please make a request to cancel an order by emailing support@lesela.co.za or emailing the designer directly - each designer has their information displayed. Please remember to have your order number on hand, as we will require this information to process your cancellation. Please note that all refund Ts & Cs apply, and should it be deemed an error on your part after initially approving and receiving the item back, you will be liable to pay all associated courier fees The address for the return of the item will be provided only once you have requested a refund.

All orders will incur a non-refundable delivery fee of R75. Applicable to all areas within South Africa. International orders delivery costs will vary according to their destination. All Lesela orders will be delivered within 5-7 working days, in South Africa.

1. Lesela hosts selected brands and designers to bring our customers authentic designer items. Sellers select the products they want to offer and set prices themselves, they also store the items at their premises. Lesela oversees the quality control and delivery to our customers. If you are interested in showcasing your products on Lesela as a seller, you can apply to become a seller by emailing to enquiries@lesela.co.za.
2. All prices include VAT
3. Shipping is priced separately

Lesela never closes – you are free to purchase 24 hours a day, 365 days a year. For queries, our office hours are between 8am to 5pm Monday to Friday. We are open on public holidays from 8am to 12pm, with the exception of Christmas Day and New Year's Day.

1. Credit card: VISA & Mastercard: Lesela accepts credit card and chipped debit/cheque card payments via Visa and MasterCard only through our payment supplier Fastpay. Fastpay makes use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment, thus insuring that Lesela and third parties don’t have access to any of your card details. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.
2. Online EFT: Fastway is a payment method that takes the hassle out of EFT payments. Fastway facilitates your online banking EFT process and enables your order status to be updated immediately. Instant EFT is available to all Nedbank, Standard Bank, Capitec, FNB, Investec and Absa customers. These payments are processed immediately and provide a secure transfer for immediate payment.
3. PayPal: This payment method can be used by international buyers to make purchases on the app.

Lesela is working on making more payment options available, including a COD option, and we will update the platform accordingly.

We work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Statement.