ONLINE REGISTRATION AND ACCOUNT INFORMATION
WHY DO I NEED TO REGISTER TO SHOP?
Registering on the site with Guess assists us to expedite the ordering process and allows you to keep track of your orders and refunds. With your permission, we will communicate special promotions, sales and events.
BY REGISTERING, WILL I AUTOMATICALLY RECEIVE MARKETING EMAILS FROM YOU?
No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time by clicking unsubscribe at the bottom of any of our emails.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
We will never change your password without you requesting it, nor do we store your password. If you have forgotten your password for whatever reason, simply click the Forgot Your Password link on the login page and we’ll get you back up and running right away. Simply follow the steps in the email that will be sent to you.
HOW DO I CREATE AN ACCOUNT?
Creating a Guess account means that you can shop with Guess.co.za at any time, anywhere. To create your account, simply click here (or on the Register button on the home page) and follow the new customer instructions to create your account.
WHAT IS YOUR ONLINE SECURITY POLICY?
We want to ensure that you, as the customer are safe and secure when you shop with us online and thus we take the utmost care with the information that you provide to us when you place an order. All of the information you provide us, is restricted to our staff and we ensure that they are informed of our latest security and privacy policies. If you have any further questions about the security of ordering from the Guess online site, please email us at firstname.lastname@example.org.
We use the highest standard of encryption when passing payment information between your computer and our website. Credit card details used for payment on our website are handled according to international best practice standards using encryption and key data removal. We do not record nor retain any of your PIN/CVV numbers used for authentication of your card.
ORDERS AND DELIVERY
WHAT IF I HAVE MADE A MISTAKE WITH MY ORDER?
If you have made a mistake on your order, please call 010 300 6888 or email email@example.com and we will do our very best to assist you to correct it.
CAN I FIND OUT IF YOU WILL BE GETTING REPLACEMENT STOCK ON ITEMS THAT HAVE SOLD OUT?
Some of the items on our website do sell out quickly and we will be able to advise whether we will be receiving additional stock, you can contact us at firstname.lastname@example.org for further information.
However, we regularly update our site so please check in again.
HOW DO I PLACE A GIFT ORDER?
If you would like to place a gift order, please contact us on email@example.com
I HAVE RECEIVED MY ORDER BUT ONE OF THE ITEMS IS MISSING, WHAT DO I DO?
Please email firstname.lastname@example.org and we will gladly assist you and rectify this immediately.
I HAVE RECEIVED AN INCORRECT OR DAMAGED ITEM WITH MY DELIVERY, WHAT DO I DO?
We aim to get your order right every time but we do occasionally make mistakes. If we send you the wrong item or a damaged item, you can return to our online store free of charge and we will send you a replacement item. Email email@example.com to resolve this.
CAN I CANCEL MY ORDER OR AN ITEM FROM MY ORDER?
Yes! We may be able to cancel your order if it has not been shipped. Please contact us on 010 300 6888 or email firstname.lastname@example.org.
If it is too late for us to cancel your order, as it may already be shipped, upon receipt of your order please contact us at email@example.com with your order number and return request. Note that a refund can take up 7 days to reflect in your account.
CAN I ADD AN ITEM TO MY ORDER AFTER I HAVE PLACED MY ORDER?
Unfortunately not, you will need to place a separate order for anything items you wish to add to your order.
DOES THE PRICE INCLUDE THE COST OF DELIVERY?
Delivery is free for orders over R799. If your order is less than R799, the delivery charge will be calculated during the final order confirmation step.
HOW DO I TRACK MY ORDER?
Once your order has been shipped by our courier company you will receive an email and sms confirmation providing full shipping details, as well as a tracking number. Your tracking number will need to be presented at the selected click and collect store, when collecting your parcel.
Please click here to track your order once it has been shipped.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
3 - 7 working days depending where you live in South Africa.
CAN I COLLECT MY ORDER MYSELF FROM ONE OF YOUR STORES?
Yes, all items offered on Guess.co.za have a click and collect option available from selected stores nationwide. Click here to view stores where this service is offered. Note that delivery to a store will also take 3 - 7 working days depending where the store is located in South Africa.
DO I NEED TO SIGN FOR MY DELIVERY?
Yes. A signature is required at the time of delivery.
CAN I SHIP MY PURCHASE TO A FOREIGN COUNTRY?
Unfortunately, at this stage we do not ship product outside South Africa.
HOW SHOULD I CARE FOR MY GUESS PRODUCTS?
To fully enjoy your new GUESS products, make sure you read the item's label and follow the care instructions. Here are a few more tips for keeping your items looking their very best.
For Dark Denims: Add 1/2 cup of white vinegar to the water when you wash your jeans for the very first time. This helps to set the dark dye in the fabric. Always wash denim inside out, zipper up, to prevent excess wear and delay fading. Click here for the full denim care guide.
For Ribbed Knits: To maintain an item's original shape, wash it in cold water and dry flat. To shrink the item, wash in warm water and dry in hot air.
For Silk Screened Items: Wash items inside out and lay flat to dry or dry using cool air. Use fabric softener to keep the items soft.
For Items decorated with rhinestones or glitter: follow the same instructions for Silk Screened items.
GUESS Jewellery is fashion jewellery and does not have the same characteristics as fine jewellery. Your jewellery will react differently based on frequency of wear and how you take care of it. After wearing, always store your jewellery in the GUESS pouches provided at point of purchase. Proper care of your GUESS Jewellery will help to maintain its condition. Do not expose your jewellery to perfume, lotions, or any other chemicals. This will damage the finish.
To clean jewellery, wipe gently with a damp cloth that is soft and clean. Dry with a soft, clean, absorbent cloth. Leave the piece of jewellery on a towel for an extended period of time to ensure it is completely dry. Do not use hot water or soak in water. Do not expose to soaps, detergents, cleaning agents or any other chemicals; including perfumes and hairspray.
Watches can withstand water until the glass, crown, pushbuttons, watch case and seals remain intact.
Care and Safety: do not use crown or push buttons when watch is submerged.
Water resistant – Resistant to splashes of water and rain. Do not immerse. The level of water resistance is indicated on the back of each watch.
30m – Rain, shower; do not immerse
50m – Rain, shower, swimming
100m – Rain, shower, swimming, sailing, snorkelling, full immersion
PAYMENTS AND BILLING
HOW DO I PLACE AN ORDER?
You will need to register an account with us. Once you have selected the items you wish to purchase by adding items to your shopping cart and are ready to complete your transaction, click on the Checkout button and your order will be processed.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept American Express, Visa, MasterCard, Diners and EFT payments. Should you have a VIP card managed by RCS, this is only accepted in our stores.
CAN I PAY FOR MY ORDER USING MY GIFT CARD?
Unfortunately, at this stage we are unable to accept Gift Cards on our guess.co.za website, you can however redeem these at any of our stores.
WHY HAS MY CARD BEEN DECLINED?
All credit/debit cardholders are subject to validation checks and authorisation by the issuing bank. If the issuing bank refuses to authorise payment then you will be notified of this immediately. Please contact your bank for further information.
MY ORDER DID NOT GO THROUGH BUT I THINK YOU HAVE CHARGED ME?
When you enter your card details to pay for your order, your bank automatically reserves the amount from your available balance although it is not actually taken from your account until we process your order. If we do not process your order, we do not charge you and the money is automatically put back into your available balance by your Bank. If you have any questions regarding this please contact our Customer Service department on 010 300 6888 or firstname.lastname@example.org.
PROMOTIONS ANS DISCOUNTS
WHY DOESN'T MY PROMOTIONAL CODE WORK?
Please check that the code/link you are using is correct and still valid. Please contact our Customer Service department on 010 300 6888 or email email@example.com in the event of any questions.
RETURNS AND REFUNDS
WHAT IS YOUR RETURN POLICY FOR INTERNET PURCHASES?
Click here for our returns & refunds policy.
We offer a 1 year limited warranty on our watches. The warranty for GUESS watches covers defective parts or materials, specifically the mechanics of the watch for a period of two years from date of purchase. The warranty does not cover normal wear or damage, including abuse. Excluded are parts, labour or damage not induced by GUESS, battery, strap or watch glass, failure or damage caused by accidents, misuse (eg scratched or broken glass). If the clock is no longer covered by the warranty period or the problem is not included in the coverage, the repair becomes the responsibility of the customer. Please contact us on 010 300 6888 or firstname.lastname@example.org for further details.
WHERE CAN I PURCHASE GIFT CARDS?
Gift Cards can be purchased at any Guess store nationwide. Unfortunately, they are not yet available for purchase or use online.
MY GIFT CARD HAS BEEN LOST OR STOLEN. WHAT SHOULD I DO?
Unfortunately, gift cards are treated as cash and therefore lost or stolen gift cards cannot be replaced.
We have stores located nationwide. For a comprehensive list of these stores and their contact details please click here.