Help Center

Frequently Asked Questions

As soon as you order something from us, an order confirmation will automatically be sent to the e-mail address you provided.

 

Please also check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.

 

If there is nothing in your spam folder either, please contact us via contact form.

As soon as we have transferred your parcel to our logistics partner, we will e-mail you confirmation of shipping with a tracking number and tracking link. Please also check your spam folder.

 

If you have not received confirmation of delivery, you can contact us via contact form and we will resend it.

 

Important information: Please note that, due to the current situation in South Africa, it may take 4-7 working days to deliver your parcel.

To ensure the fastest possible shipment, your order will be sent to our dispatch centre and processed as soon as it is completed. A subsequent change or cancellation of the order is therefore no longer possible. Please simply send your order back to us as a return after receipt.

Unfortunately, we do not offer the option of ordering by phone. However, you can place your order with our online store at any time.

Unfortunately, not. All orders placed through our online store are sent directly to the delivery address you provide.

Please understand that items cannot be reserved as we want every customer to have the same opportunity to purchase.

Float

Float is an online payment service that allows you to pay in interest-free monthly installments.

 

How it works: Select Float as your payment method at checkout. Choose your number of installments. Enter your card details and Float it!

 

Credit card & Debit card (MasterCard, VISA, American Express)

You can pay simply and securely with your credit card & debit card (3D Secure Code required). We use secure and encrypted transfer to send credit card & debit card information to our payment providers Payfast & Paystack, which meets all applicable security requirements with PCI DSS Level 1 certification.

 

An automatic payment reminder is sent if no payment has been received in our system after 7 days. Sometimes, payment is received or clears after the reminder is sent out. If you have already paid, please simply ignore this e-mail.

You have a voucher code for the MR LANGA online store? Lucky you! Simply select “Enter a coupon code” at the checkout, and a field will appear in which you can enter the code. The discount will automatically be deducted from your order total.

 

Voucher codes generally cannot be combined, and exclusions may apply.

 

If the order is cancelled for any reason, we will refund the full amount you actually paid. If part of the order is cancelled, we will refund the discounted price for the cancelled items. As voucher codes can only be used once, you will not be able to use the same code again.

The security of your data is our top priority. Data are SSL-encrypted for transfer. If you pay with your Visa or Mastercard, only transactions that are connected to the secure e-commerce system will be accepted. After verification that the card is connected to the secure e-commerce system, the system contacts the bank that issued the card and the buyer must then approve the purchase. The card is charged if authentication by the bank is successful. Otherwise, the order is deleted.

We remain committed to getting your parcel ready for shipment and transferred to Dawn Wing as quickly as possible. Delivery by our carrier takes between 3 and 5 working days. Please note that a high order volume (for example following sales promotions or raffles) may result in slightly longer delivery times. Thank you for your patience.

Delivery within South Africa is free for all orders. Cost of delivery is R0 ('ZERO') we no longer charge delivery on all our South African shoppers.

Free delivery does not apply to raffle products. Country-specific delivery charges apply.

As soon as we have transferred your parcel to our logistics partner, we will e-mail your confirmation of shipping with your tracking number and tracking link. If you do not receive an e-mail, please check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.

Don't panic if your parcel has not yet been delivered.

 

Increased order volumes national may result in delays at the carrier, leading to a backlog of parcels at the relevant centres and therefore a few days’ delay in delivery.

 

If your parcel has not moved for several days, you can contact our support via contact form. Please note, however, that we can only start investigating if your parcel status has remained unchanged for approximately 10 working days.

Sometimes, a parcel unfortunately cannot be delivered, and there are various possible reasons for this. In such cases, the parcel is returned to us. We will e-mail you to ask you if you would like the parcel to be resent. If we receive a response within 48 hours, we can deliver the parcel to your chosen address again. If we do not receive a response within 48 hours, your order will be treated as a return and we will refund your payment using the payment method you used.

We are sorry that you are not satisfied with the product you purchased from us. You have of course the right to return it.

Please file returns using the contact form.

 

If you would like to return an item or items, please use the return slip (enclosed with the order) and return the item(s) to us within 14 days.

 

Please note that we can only take back goods that are in their unworn, original condition. For shoes, this includes the shoe box, so please always pack shoe boxes inside another box for shipping. We unfortunately cannot accept returns that are sent in the original packaging (manufacturer's box) or in a shoe box without any external packaging.

 

If you paid by Bank Transfer, we will need your account details for the refund. Please provide these on the return slip.

 

We will check the return as soon as we receive it and if applicable initiate the refund.

 

We make every effort to process all returns as quickly as possible. Please allow up to 5 working days (from our receipt of the goods) for processing.

If you created a free return label on our website, you can track your return online at any time using the tracking number.Even if tracking indicates that we have already received your parcel, please allow a little time for us to process your return (on average 5 working days). You will be notified by e-mail and if applicable your refund will be initiated as soon as we have checked your return. Refunds can take a further 2-3 working days depending on the payment method.

We will contact you if we have any questions about your return.

Refunds are usually made within approximately 2-3 working days after the return is processed. For some payment methods and banks, it may take a little longer. Refunds are made using the same payment method that you used when you placed the order. If you paid using a Bank Transfer , please therefore always provide your bank details on the return slip, as for data protection reasons we never store this information.

Unfortunately, the item does not seem to have been returned to us in its original condition. Our returns department thoroughly inspects the condition of all returns and checks for defects and odours. We are unfortunately unable to accept returns with defects as we would be unable to resell the items in question. If you are unhappy with our decision, you can respond to the returns rejection e-mail to provide an explanation.

If you would like to exchange an item, please go ahead and order it in the size/colour you want in our online shop if available and return the item you received to us.

As soon as we receive your parcel, we will refund you using the payment method you used to pay. Please note that refunds are governed by our returns provisions.

We are sorry to hear that you have received a damaged item. This delivery does not reflect MR LANGA standards. Please e-mail our service team. We will also need pictures of the damaged item, including of the outer packaging. Once we have received your e-mail, we will discuss the matter with our complaints department and get back to you as soon as possible.

 

Please also retain the outer packaging until you receive our response, as the damage may have been caused by the carrier and we need the outer packaging for our damage report.

If after c. 10 working days your parcel has still not been delivered or there has been no change in its tracking status, please e-mail support at support@mrlanga.com so that we can submit an enquiry to the carrier. Ideally, the parcel’s status will progress and the parcel will be delivered to the specified delivery address within a few days.

 

Unfortunately, it can take up to 21 days for us to receive a response from the carrier on what has happened to your parcel.

 

We would ask for your patience as we cannot send you another replacement item or refund money during this period. We are only able to take the appropriate action once we receive a definitive response from the carrier.

If your parcel is shown as delivered but you have not received it, it may have been delivered to someone else. Please click on the carrier’s tracking link to see who the parcel was delivered to. If you are shown as the recipient of the delivery but the parcel has not yet arrived, please contact our support team via contact form.

Our support team will then contact the carrier to establish what has happened. We would ask for your patience, as this may take some time. We will contact you as soon as we receive a response.

This is of course very annoying. In this case, we ask you to contact our customer service. They will create a damage report for you with our shipping service provider Courier Guy.

This is how it works:

1. contact MR LANGA customer service

Please contact us via our contact form as soon as you have received your package. Also provide us with more information about the damage, including photos.

2. Damage assessment

Courier Guy will send the shipment with the damage report to the responsible parcel center for assessment.

3. Feedback

We receive feedback from the Courier Guy service center regarding the damage assessment. As soon as we have processed this, we will contact you immediately.

Please note that damage reports must be made within seven days after delivery of the shipment!