FAQs

1. Ordering A Device Online

How do I place an order?

Placing an order on Standard Bank Mobile's Device Store is easy. Select an item you would like to purchase, and then click the Add to cart button. Pressing this button will update the cart of items which you wish to purchase which can be seen on the top right corner of the page. Once added to the cart you can then choose to continue shopping or press the cart on the top right corner to go directly to Checkout and follow the Checkout steps.

After completing your order an email confirmation will be sent that will include your order number and other important information.

All device purchases are only available online. There are no physical branches available to view, purchase or collect a purchased device.

What are the methods of payment?

There are 2 methods of payment that are available for purchase of a device on Standard Bank Mobile's Device Store

 

  1. Debit or Credit card straight payment
  2. Extended Payment using Credit Card Budget facility

How do I know shopping on Standard Bank Mobile's Device Store is secure?

Your online transactions are validated by 3D Secure, an additional security feature that protects your card against unauthorised use, so you can shop confidently online.

How often are new products added to the online stores?

New products are added to our online store frequently. We also offer exciting promotions and sales for selected products, so we advise that you return and check often so that you do not miss out on great offers.

I have a lot of questions about my new Device product; where do I go to get information?

All the information about supplied from our suppliers will be displayed in the “Device details” section of the product.

2. Delivery & Shipping

How long will delivery take?

We endeavour to have your product delivered within 24 - 48 hours. You can track your order by navigating to your Order History page.

What are your shipping options?

We currently do not have a walk-in store for device purchases, all orders will be delivered by courier.

Why don't you ship to a P.O. Box address?

We know you are excited about getting your new device therefore we want to provide the best method that guarantees you get your device therefore we do not ship to Postal boxes. All orders are delivered directly to you via our certified courier. 

Can I have my order redirected to another address if my order has already been shipped?

If there are any complications prior to a delivery attempt where you could not receive or pick up you order, you shall be contacted to make sure the delivery address is correct. After three attempts by the courier, the device will be returned to our warehouse and we shall process a refund to your account.

What happens if I am not available to sign for my order?

Our courier will make three attempts to deliver your package. If someone else is collecting your package on your behalf, a copy of your ID must be presented by the acceptor. Failure to deliver your package after all three attempts will result in the courier returning your order to our warehouse. We will process a refund to your account.

What should I do if my shipment does not arrive?

Please contact our support at 0801 212 577, Monday to Friday, 9 a.m.-5:30 p.m. or email [email protected] and we shall initiate an inquiry to locate your shipment with the courier company.

What should I do if my shipment is missing an item(s)?

Please call us at 0801 212 577, Monday to Friday, 9 a.m.-5:30 p.m. CAT or email [email protected] to report an incomplete shipment. We will assist in checking the status of your missing items from your shipment.

Do you ship internationally?

No, currently we do not ship internationally.

3. Product Returns and Exchanges

What is your return policy?

Unwanted products

  • You can return the product if it is in its original packaging. Please be sure to request a return within 7 days of receipt of the item at the delivery address of your choice. Please keep in mind that return cost will be at your expense, refer to terms and conditions for fee structure. After 7 days, any returns will not be accepted.

 

Products damaged on delivery (Out of Box Failure)

  • In the event that your product was damaged in transit, please call us at 0801 212 577, Monday to Friday, 9 a.m.-5:30 p.m. or email [email protected] to report a damaged shipment.

 

Charges and refunds

If you return a defective product however fail to return all of the accessories and parts that were sold with that product, we reserve the right (subject to applicable law) to refuse the return, but can replace the item that you returned, or determine an estimate of the value of the missing accessories and parts and only to credit or refund your account with the estimated value of the returned item. Please note that refunds will be processed to the original payment method that you used.

What should I do if I am dissatisfied with my purchase from the Standard Bank Mobile Device Store?

If you are dissatisfied with the item you have purchased, you may return merchandise you purchased online within 7 days of delivery.

How do I return a product?

To log a return, firstly check to see that your order is covered in our Returns Policy and if so, you can then log a return through your Account profile by logging in and requesting a return.

 

It is important to note that if you are trying to return a gift, only the customer who purchased the item will be able to is able to a return via their Account profile.

Do I still have to pay for return shipping if I want to exchange an item but the product I want is no longer available?

Yes, you will cover the shipping cost for the item you are returning to us. Please refer to the Terms and Conditions for fee structure.

Do I have a warranty with any device that I purchase?

Yes, majority of our products are covered by a standard manufacturer’s warranty.. Please call us at 0801 212 577, Monday to Friday, 9 a.m.-5:30 p.m. or email [email protected] to process a warranty claim.

4. General Inquiries

How do I find product support information?

All the information about supplied from our suppliers will be displayed in the “Device details” section of the product.

How do you use my personal information?

Your online transactions are validated by 3D Secure, an additional security feature that protects your card against unauthorised use, so you can shop confidently online.

How do I submit a comment or an idea for the website?

We try our best  to ensure that your experience at Standard Bank Mobile's Device Store is a pleasant experience , and welcome your comments, feedback and ideas to improve. Please call our Customer Service at 0801-212-577.

Get In Touch

Email: [email protected]
Dial: 135 from your Standard Bank SIM
Phone: 0801 212 577 from a mobile or landline

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