FREQUENTLY ASKED
QUESTIONS

1. What payment methods can I use?

Desktop and mobile websites: Visa or MasterCard credit or debit cards, manual electronic funds transfer (EFT), Instant EFT, Discovery Miles or SnapScan.

Android and iOS apps: Visa or MasterCard credit or debit cards or manual electronic funds transfer (EFT).


2. How is my payment secured?

Spree makes use of Peach Payments, a PCI-DSS Level 1 certified transaction platform and credit card storage vault to securely process your transaction. Read more about Peach Payments here. Spree does not have access to your card details.

The entire Spree website is served via a secure, private connection using HTTPS. Data sent using HTTPS is secured via Transport Layer Security protocol (TLS), which provides three key layers of protection:

Encryption, Data integrity and Authentication.

Spree also supports 3D Secure, which is a new method of security mandated by the Visa and Mastercard Associations and managed by South African banks to enhance security of online transactions. 3D Secure provides an extra layer of security by requiring that the cardholder submits a second level of authentication when shopping online.

Mastercard's product is called "SecureCode" and Visa's product is called "Verified by Visa".


3. How can I unsubscribe from your newsletter?

Please click on the unsubscribe link at the bottom of the last newsletter you received. You will be taken to a page where you can confirm that you wish to unsubscribe. Alternatively, if you are a registered Spree account holder, you can login to "My Account" and update your newsletter subscription preferences on the Newsletter tab.


4. How do I change my contact details?

To update your email address and mobile number, login to "My Account", click on the "Account Settings" tab, enter your new details and press the "update" button. You can change your address details, or add additional delivery addresses by clicking on the "Manage Addresses" tab within the My Account section of the site.


5. How do I ensure I buy the right size?

When viewing the Spree site on your desktop or laptop, you will find a Size Guide button on the right-hand side of each product page in the Women and Men's category which contains the measurements associated with each size, as well as a size comparison chart. Take a look at the measurements on the table, and compare them to your own measurements.


6. How do I log a return?

Simply go to www.spree.co.za/returns.

Your Order History will appear. Select Request a Return on the applicable order and complete the required fields in the returns form.

Pack the item/s in their original packaging, with the Spree tags attached, into one suitably sized box. If you are returning shoes, place the shoes into their original packaging and place the shoe box into the Spree box, or an alternative suitably sized box. Please do not seal the shoe box, but the other/outside box should be securely sealed.

If you are returning items from multiple orders, please place all the items in one box, or strap / tape the boxes together prior to collection.

Shipping methods for returns:

Return items via Drop off points:
When requesting a return, select Drop off point from the shipping method options. You are then welcome to drop your parcel off at a Drop off point after logging your return on Spree. Please ensure that you place the items in the same packaging as they were delivered in. Please attach the barcode containing your return reference on your delivery note securely to the outside of the box. You are also able to print the barcode from the return confirmation page or from the return confirmation email. Your parcel will not be accepted at the Drop off point without the barcode. Kindly ensure that the attendant scans your barcode when accepting the parcel.

Return via Courier:
Our courier will collect within 3-4 working days of you logging the return.

Return via Post Office:
Place the items in their original packaging, in a suitably sized box and post to your closest Spree warehouse:
Cape Town: Spree QC Returns, 4 Packer Avenue, Epping Industria II,7460
Johannesburg: Spree QC Returns, 31 Porcelain Road, Olifantsfontein 1666

Send a copy of the waybill / receipt to support@spree.co.za along with your banking details, in order for us to refund you for postage cost.


7. Which items cannot be returned?

The following products may not be returned: Underwear and earrings may not be returned.

You may only return swimwear, if the hygiene strip is still in position and it's clear the garment has merely been tried on and not worn.

We also request that you keep on your underwear when trying on our swimwear. Products that you or any other person has altered, repaired, incorporated to or added to may also not be returned.


8. How do I use a coupon?

Voucher or Coupon codes can be entered as part of the checkout process. Click on Redeem voucher. Enter your voucher into the field and click apply.


9. How do I use SnapScan?

SnapScan is a convenient smartphone app that stores your credit/debit card and enables you to pay with just a few taps! Available on iPhones, Android and Blackberry devices.

When paying using SnapScan, open the SnapScan app on your phone and SCAN the displayed QR Code on screen and in the payment instruction email. Then simply follow these easy instructions:

1. Tap the "Pay" button
2. Enter your 4-digit SnapScan PIN or use Touch ID
3. You will be prompted to go through 3D Secure to complete your purchase


10. What is a Pick up point?

Pick up points provide Spree shoppers with a great delivery alternative by utilising hundreds of pick up points throughout South Africa. These points often have extended opening hours, with some points such as fuel stations being open 24/7.

If you opt to have your order delivered to a Pick up point will be notified once the parcel has arrived at the pick-up point you selected. You will receive another reminder 48 hours later. If the parcel An additional reminder will be sent 96 hours after the parcel arrives if it has not been collected at that point.

Please note that your order will remain at the pick-up point for 8 days (including weekends) after it has been delivered there. Failure to collect during this period will result in your parcel being sent back to our Warehouse and a refund being processed for your order.


11. What is a Drop off point?

Drop off points provide Spree shoppers with a great returns alternative by utilising hundreds of drop off points throughout South Africa. These points often have extended opening hours, with some points such as fuel stations being open 24/7.

When requesting a return, select drop off point from the shipping method options.

You are then welcome to drop your parcel off at a point after logging your return on Spree. Please ensure that you place the items in the same packaging as they were delivered in. Please attach the barcode containing your return reference on your delivery note securely to the outside of the box. You are also able to print the barcode from the return confirmation page or from the return confirmation email. Your parcel will not be accepted at the Drop off point without the barcode. Kindly ensure that the attendant scans your barcode when accepting the parcel.


12. Spree may request supporting documentation from shoppers using foreign cards. Which documents will I be required to supply?

You will receive an email within 2 working days, requesting a copy of your ID and of the front of your credit card.


13. What happens when a customer is flagged for fraud?

If the order has not yet been shipped, Spree will cancel the order. In cases where the order has been shipped, Spree will contact the courier to cancel the delivery. The card used will be refunded.


14. How long does it take to check returns of incorrect and defective/damaged items, before I get my refund?

The number of variables makes it impossible to commit to a timeframe. We are however committed to process returns as quickly as possible.


15. Why was my order cancelled?

The most common reasons for cancelled orders are:
(1) The transaction was unsuccessful due to the payment method used (credit card or instant EFT);
(2) Payment for an EFT order was not received within the time allowed.


16. Where can I find the Spree app?

In the Google Play store (for Android users) or the Apple app store (for iOS). You could also visit the Spree app page.


17. How can I see which version of the Spree app I am using?

For Android devices:

  • Go to the Burger Menu.
  • Under Profile go to My Account.
  • Scroll to the bottom of the My Account Page.
  • The version number appears above the Logout button.


For IOS devices:

  • Go to My Account.
  • Select My Profile.
  • The information appears at the bottom of the page.




18. Why should I update my app?

Updating your app ensures that you have all the latest features to enhance your online shopping experience. We constantly strive to bring you the best shopping experience and improve this with every release.


19. What kind of device should I have in order to use the Spree app?

The Spree app is available for both Android and iOS devices.


20. Where can I find my Orders or Returns in the app?

For Android devices:

  • Go to the Burger Menu.
  • Under Profile, select Orders & Returns.

or

  • Go to My Account.
  • Select Orders & Returns in the top left-hand side of the page, below the username.


For IOS devices:

  • Go to the My Account feature in the app.
  • Select the Orders & Returns option at the top of the page.




21. How do I subscribe or unsubscribe to newsletters via the app?

For Android devices:

  • Go to the Burger Menu.
  • Under Profile, select My Account.
  • Select Newsletters under the Profile menu.


For IOS devices:

  • Go to My Account.
  • Select Newsletters and update your preferences.




22. How do I opt-in for/opt-out of push notifications?

For Android devices:

  • Go to the Burger Menu.
  • Under Profile, go to My Account.
  • Check the Push Notification toggle under the Profile menu.
  • An active toggle means you will receive push notifications; a disabled toggle means you will not receive any push notifications.


For IOS devices:

  • Go to My Account.
  • Under the Profile menu you will find a Push Notification toggle.
  • An active toggle means you will receive push notifications; a disabled toggle means you will not receive any push notifications.




23. How do I select a size when making a purchase in the app?

Once you have selected the item you want to purchase, tap on the ADD TO CART button. A size selection menu will appear. Once you’ve selected a size, the item will be added to your cart.


24. How do I sort by price, colour, brand, size in the app?

When viewing a page of products, select the REFINE button on the top right-hand side of the screen. A drop-down menu will display options and allow you to set your preferences.


25. How can I request an app feature?

Write to us! Send an email to support@spree.co.za. In the subject line, please state: For attention: The Spree Customer Experience team. Or leave an app review in store – we read these regularly.


26. How do I find out how long my coupon is valid for on a promotion?

You can view the terms for any coupon or campaign on the Terms and Conditions page.


27. How do I find out if Spree stocks a certain brand?

You can view all the brands Spree stocks on the Brands page. Click on Brands in the Main Navigation Bar or click here.


28. Where can I find my wishlist?

Your wishlist is always displayed in the top right-hand corner near the checkout button on your desktop. In the App, you will find your wishlist when you select Account.


29. How do I exchange an item?

Should you wish to exchange your item for a different size, please contact our experienced Customer Support team on 087 740 1010. Unfortunately our Customer Support team is unable to process exchanges for reasons other than size. In such cases, please follow the returns process and place a new order for the desired item.


30. I accidentally returned an item that was not purchased from Spree. What should I do?

Should you return a non-Spree item to us in error, our friendly Customer Support team will be happy to assist you on 087 740 1010 or via email at support@spree.co.za.
For your convenience, we can arrange for your item to be shipped back to you, at a flat rate of R100.
Payment should be made into the following account:
Bank: FNB
Account Name: Spree
Account Type: Cheque
Account Number: 62424029355
Branch Name: Cape Town
Branch Code: 204109 / 250655
Please use the following EFT reference: Customer Name ; Spree return PDS, and send the proof of payment to support@spree.co.za.


31. Where is my order?

When your order has been packed and is ready to ship, you will receive an email with the subject line: ‘Your order is ready to go!’ This email contains a tracking link. Click on this link and BOOM! It will take you directly to Spree’s order tracking page!
You can track your order by logging into your Spree Profile on your desktop or mobile phone, or in your Spree App!


On website:
(1) Log into your Spree Profile with your details. In the black bar running across the top of the screen, you will find our greeting with your name.
(2) Click on this tab to go straight to your account.
(3) Your most recent order will appear at the top.
(4) Click on the TRACK ORDER tab to go directly to our order tracking page.


iOS app:
(1) In the top right corner of your app, you will see a symbol representing a person - this is your Spree Account.
(2) Tap this icon and a dropdown menu with different options will appear.
(3) The first option is ‘Orders & Returns’. Tap this option and your most recent order will appear at the top.
(4) Immediately below it, you will see a TRACK ORDER tab. Give that a tap to go directly to Spree’s order tracking page.


Android app:
(1) In the top left corner of your app, you will see 3 bars next to the word Spree – this is your Spree Account.
(2) Tap on this icon and a side bar with different options will appear.
(3) Under the ‘Profile’ section, the first option is ‘Orders & Returns’. Tap this option and your most recent order will appear at the top.
(4) You will see a TRACK ORDER tab. Give that a tap and BOOM! It will take you directly to Spree’s order tracking page!