Frequently Asked Questions
Effective date 10 November 2026
1. Who operates TAPE
Railway Outfitters (Pty) Ltd t/a TAPE, registration 1968/008282/07. The registered address is 387 Maltzan Street, Pretoria West 0117, South Africa. Customer support is available at info@tape.co.za or 012 322 2418.
2. How do I place an order and pay
Select your items and sizes, use the available account or checkout process, enter accurate delivery details, review the full order and charges, and complete payment using a method offered at checkout. Keep the order confirmation.
3. What does delivery cost and how long does it take
The standard delivery fee is R180 including VAT. Ordinary delivery is estimated at two to five working days and may take up to seven working days during promotions, subject to any longer period disclosed and agreed before purchase. Working days exclude weekends and public holidays. See the Delivery and Collection Policy.
4. How do I track or change my order
Use the tracking details provided after dispatch. If details are missing or incorrect, contact support with the order number. Contact TAPE immediately to request an address change; a change may no longer be possible after processing or dispatch. A materially late or lost order is assessed under the applicable delivery and cancellation rights.
5. Can I return a full price item
Qualifying full-price merchandise may be exchanged or returned for store credit within 30 calendar days of in-store purchase or online delivery. For voluntary returns, items must be unused, unworn, unwashed and saleable with original tags and applicable packaging, and satisfactory proof of purchase. No discretionary monetary refund is offered. Statutory exceptions apply separately.
6. Can I exchange sale or promotional merchandise
In-store sale merchandise that is not part of a promotional offer may be exchanged or returned for in-store credit within seven calendar days, subject to the standard conditions. In-store promotional merchandise cannot be voluntarily returned or exchanged and does not qualify for voluntary store credit. This includes promotional bundles and multi-buy offers; where a sale item is part of a promotion, the promotional restriction applies.
Online sale, clearance and promotional merchandise has no voluntary return, exchange or credit entitlement. These restrictions do not interfere with CPA rights. Qualifying cooling-off rights, defective-goods remedies and all other statutory exceptions remain protected.
7. Where can I use my store credit
Credit from an in-store purchase is for physical TAPE stores only. Credit from an online purchase is for www.tape.co.za only. The channels cannot be interchanged. Credit is for the price paid and is valid for three years from issue or longer where required by law. A mandatory monetary refund cannot be replaced by credit without the customer's lawful agreement.
8. How do I log an online return
1. Log in to your Online Profile at www.tape.co.za.
2. Open Order History and select the relevant order.
3. Select Return and choose the items on the Log a Return screen.
4. Complete the required information and your reason.
5. Read and accept the applicable returns policy, then select Next.
6. Check the confirmation screen and select Confirm & Submit.
Keep the confirmation. Support aims to respond within five working days with the next steps. The system ordinarily requires the order to be marked delivered. If you cannot use it, email info@tape.co.za with the order and request immediately. Statutory rights do not depend on a working return button or on TAPE replying before a deadline. Follow the supplied packing and return instructions.
9. How do I return an in-store purchase
Take the merchandise and satisfactory proof of purchase to a physical TAPE store, with tags and packaging where applicable. Explain whether you seek a voluntary exchange or credit or a statutory remedy. For online purchases, log the request online or contact support for return instructions.
10. Can an online sale purchase qualify for a refund
Yes. Where ECTA section 44 applies, notify TAPE of cancellation within seven days after receiving the goods. There is no reason or penalty requirement; only the direct return cost may be charged, and the statutory refund must be made within 30 days of cancellation. Being discounted does not itself remove this right. Other statutory refunds may also apply.
11. What if the goods are faulty incorrect or damaged
Contact support promptly with purchase details and a description; photographs may help. For qualifying quality failures returned within six months of delivery, the CPA allows the customer to direct repair, replacement or refund at TAPE's risk and expense. Repaired goods have the further protection described in the Returns Exchanges and Store Credit Policy. Incorrect or non-compliant deliveries are handled under the applicable law, irrespective of sale status.
12. Who pays for returns and when will I be refunded
For voluntary online returns and exchanges, customers pay the applicable agreed delivery costs unless TAPE agrees otherwise. TAPE covers costs where legally responsible, including qualifying defective goods and its delivery errors. ECTA cooling-off returns may be at the customer's direct return cost. Mandatory refund deadlines take priority over internal processing and provider procedures. Also refer to the Returns Exchanges and Store Credit Policy.
13. Can I collect an order and how do I complain
Collect only if the option was expressly offered or arranged and after a ready-for-collection confirmation. Send complaints to info@tape.co.za with the order reference, the problem and the outcome requested. Applicable ombud, regulator and court rights remain available.