FAQs

Q: What is Surplus?
A: Surplus is an online lifestyle store offering a wide range of products, including sneakers, clothing, electronics, home décor, beauty and personal care, hair products, custom-made clothing, and more—all at affordable prices.

Q: Where do you deliver?
A: We deliver nationwide across South Africa. Delivery options and estimated timeframes are shown at checkout.

Q: How long does delivery take?
A: Standard delivery usually takes 2–5 business days, depending on your location and the product ordered. Custom-made items may require additional processing time.

Q: How can I track my order?
A: Once your order has been shipped, you'll receive a tracking number via email or SMS so you can monitor your delivery.

Q: What payment methods do you accept?
A: We accept secure online payments through the payment methods available at checkout, and bank to bank payments.

Q: Can I return or exchange an item?
A: Yes. If your item is eligible, you can request a return or exchange within our return policy period 7days (1week) . Items must be unused, in their original condition, and in the original packaging.

Q: What if I receive a damaged or incorrect item?
A: Please contact our customer support within 48 hours of receiving your order, along with photos of the item, and we'll resolve the issue as quickly as possible.

Q: Do you sell authentic products?
A: Yes. We are committed to providing quality products that meet our standards for style, value, and customer satisfaction.

Q: Do you restock sold-out items?
A: Some products are restocked, while others are limited releases. Follow our store and social media for restock announcements and new arrivals.

Q: Can I cancel my order?
A: Orders can only be cancelled before they have been processed or shipped. Contact us immediately if you need to make changes.

Q: Do you offer custom-made clothing?
A: Yes. We offer custom-made clothing for selected products. Processing times may vary depending on the design and order requirements.

Q: Does Surplus offer free gifts?
A: Yes! We randomly reward our loyal customers with free gifts as a thank-you for shopping with us. Every order could come with a surprise.

Q: How can I become a Surplus Ambassador?
A: We periodically select ambassadors from our community based on engagement, passion for the brand, and creativity. Follow us on social media for future ambassador opportunities.

Q: How can I contact Surplus?
A: You can reach us through our Contact Us page, email. Our support team is always ready to help with any questions or concerns.