While we take pride in all of our GUESS products, if you are not satisfied with your online purchase we are happy to assist you with a return. We have a hassle free returns policy for online orders. There are two return options available, either you may personally return/exchange your item in a Guess store nationwide, or via courier back to our online store. Our Returns Policy is designed to assist you with your return.
The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Consumer Protection Act (CPA), as well as any other applicable acts.
We gladly accept the return or exchange of unworn, unwashed or defective GUESS merchandise to GUESS online or any GUESS store. Guess Kids merchandise can be returned or exchanged at Guess online or any Guess Kids store nationwide. Marciano product to be returned to GUESS online or any store stocking Marciano namely Guess Menlyn, Guess Mall of Africa, Guess V&A Waterfront, Guess Sandton and Guess Gateway.
Exchanges or returns cannot be accepted at Guess Factory Stores, unfortunately.
All eligible online change of mind returns require:
- Proof of purchase to issue any refund or exchange.
- All returned items need to be unused and in perfect condition, with swing/ price/ care tags attached and in their original packaging. We cannot accept returns of worn, damaged products, personalised or otherwise non-saleable products.
- Items to be returned within 14 days of receipt/delivery of parcel
- Our Returns Form must be completed
If you are not able to comply with these requirements, Guess reserves the right to refuse an exchange or refund on change of mind items.
- We will not accept a bank statement as proof of purchase.
- Items under warranty may be subject to assessment or repair if returned as faulty.
- Selected product categories such as Sunglasses and Watches will need to be returned to the Online Store.
- Unfortunately at this stage we will not be able to process returns of these products at our stores. For full returns policy and warranty on watches please visit our Orders FAQs page.
RETURNING TO A STORE
For your convenience, item(s) purchased online may be exchanged or refunded at any Guess store within South Africa, provided all online return policy conditions are met. A refund will be provided to you by crediting your original method of payment.
Returns to store are also subject to our store return and exchange policy.
Simply present your online receipt, your online returns form and the credit card used for your original purchase at any GUESS store within 14 days of receipt of purchase where our staff will be happy to assist.
RETURNING TO THE ONLINE STORE
We encourage you to return in any of our stores country wide as this is free of charge. If you however choose to return it via our traceable courier service (Dawn Wing Couriers), you will be charged a courier fee.
Returns are generally processed within 2 business days of receipt of the item at our distribution centre. Please allow 7 days from the day your return is processed for your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Delays in return processing may be experienced during busy sale and promotional periods, due to higher volumes.
We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons:
- Hair accessories
- Earrings or other pierced jewellery
- Swimming Costumes
- Undergarments and related accessories
- Fragrances and lotions are not returnable
GUESS online cannot process returns or exchanges for items that have been purchased in-store. If you purchased your item from a retail store, please return the item to any Guess store within South Africa.
GUESS merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
Item(s) purchased at any Guess store within South Africa can only be returned at a Guess store within South Africa.
If you decide to return something for any reason other than the item being defective, late delivery, or receipt of incorrect item then you will be responsible for the cost of returning the item to us. If the reason for the return is due to an error on our side, then we will cover the costs of returning the item.
Please note that cash refunds will not be provided under any circumstances and courier charges cannot be refunded. All refunds will be processed using the original payment method.
In the event that you prefer to use your own courier company or to post the goods we will only accept responsibility once we physically receive the goods at our warehouse. In the event that you elect to return the goods to us via this channel all risks will be for your account. If the postal service or Courier Company (other than our own courier company) loses the returned parcel the onus will be on the sender to resolve the issue of the lost parcel.
Please package all returned goods carefully so that the item does not become damaged en-route. Please include the Returns Request Number and a copy of the original invoice.
We unfortunately cannot accept COD deliveries for returns.
All credits will only be passed once we are in possession of the returned product.
RETURNS WITHOUT RECEIPT
If you wish to return your online purchase but have lost your original invoice/packing slip, simply reprint a copy of your original invoice/packing slip by logging into your account.
Click on Online History then View Invoice to download a printer-friendly PDF version of your invoice.
If you have further questions about the above return policy, return and exchange instructions or require additional assistance, please email our Customer Care department on firstname.lastname@example.org
ONLINE RETURNS ADDRESS
Please send all returns to:
GUESS South Africa Online
The House of Busby (Pty) Ltd
LCnr Silverstone and Van Riebeeck Avenue
Phone: 087 150 2220