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Frequently asked questions

How do I register for a Toughees online account?
To register a Toughees online account, click here. We’ll need your full name and surname, email address, physical address, mobile number and date of birth.
I’ve forgotten my account password. What should I do?
Go to the Login/Register page, click here. Click on Forgot your password? and enter your email address. We’ll send you a mail to securely reset your password.
My personal details have changed. How do I update this on my account?
Go to your My Account page and click on the Edit button. Type in your new details and click on the Update Address button when you’re done.
What payment options are available when purchasing from Toughees online?
We are committed to providing secure online payment facilities. All transactions are encrypted using appropriate encryption technology. You can make payment via our payment provider Peach Payments using:
  • Debit card
  • Credit card
  • Instant EFT
  • Mobicred
Once you have selected your payment method you will be directed to a link to a secure site for payment of the applicable purchase price for the Goods.
What is Mobicred and how does it work?
Mobicred offers shoppers a credit facility to safely shop at Toughees online. How it works:
  • Complete the online application process on
  • Once complete, you will then be granted a credit limit
  • When you want to spend, simply select Mobicred from the payment options in the checkout process, and type in your username and password
  • If the purchase is approved, you are sent a One Time Pin to your mobile, which you will type in to finalise the transaction
What are my delivery options?
Our nominated courier will deliver directly to the delivery address you have supplied, anywhere in South Africa. All delivery and tracking details are supplied to you at checkout.
What will delivery cost me?
Delivery is FREE for all orders.
When will my order be delivered?
Once payment is complete, an order confirmation email will be sent to you to confirm your purchase.
  • Main Centres: 2-5 days
  • Regional Areas: 3-7 days
  • Excluding Weekends & Public Holidays
Delivery time might vary depending on how far the Regional area is from the Main Centre.
Will I have to personally sign for my package?
We recommend that you nominate your usual daytime address (home, work or other) as your delivery address. If you do not have a regular daytime address and you are willing to allow a third party to accept delivery on your behalf, then you may nominate their usual daytime address for delivery of your Item(s). Please note that post office boxes will not be accepted.

If you are not available at the time of delivery, and you have not agreed to allow a third party to accept delivery on your behalf, then you will be contacted by the courier service to arrange for a second delivery attempt.

Please take note of the provisions in our Terms and Conditions, as accepted by you, relating to Delivery.
What happens if a product is missing from my delivery?
In the event that an Item(s) is missing from your order delivery, please contact our support department at and/or fill in the contact form on the Toughees website here, and we’ll contact you to assist.
How do I track my order online?
You will receive your Dispatch Confirmation email with a tracking link once your Item(s) has been dispatched from our warehouse. If your order was placed any time between Friday after 3pm & Sunday, the order will only be fulfilled and the dispatch email will only be sent on Monday. Your order may be delivered anytime between 08h00 and 17h00 and a signature (from you or a responsible third party) will be required as proof of delivery.
What is Toughees online Returns policy?
Toughees will take all steps reasonably necessary to ensure that ordered Items are delivered to you in terms of the warranties imposed in prevailing legislation, including the Consumer Protection Act. 34 of 2008, in that:
  • Are reasonably suitable for the purposes for which they are generally intended
  • Are of good quality, in good working order and free of any defects
  • Will be usable and durable for a reasonable period of time (having regard to the use to which they would normally be put and to all the surrounding circumstances of supply); and
  • Comply with any applicable Industry standards
All returns need to be logged online on the Toughees site here. Only purchases made on the Toughees site will be eligible for returns or exchanges. Returns of Toughees from any other retailers must be returned to the respective retailer of purchase.
Can I cancel my order once it’s been placed?
Unfortunately no cancellations can be made after an order has been placed. However, once you have received the order, you can request a refund/exchange via the Toughees website. Go to your My Account page and click on the Returns & Exchanges button.
What is the criteria for Acceptable Returns for an Item(s)?
Manufacturing Defects – 6 Months guarantee for fair wear & tear In the event that you find a manufacturing defect with your purchase upon receipt and wish to return the Item(s), you must:
  • Retain the Item(s) in the received condition
  • Retain the original packaging and all documentation that was included on or within the packaging
  • You are required to adhere to TougheesZA care instructions as attached to the Item(s), and failing such care instructions being attached, to handle and care for the Item(s) at a level of care that would reasonably be expected in respect of the Item(s) in question.
Incorrect Sizing
If you discover a sizing issue with the Item(s) and wish to return the Item(s) for the correct size, you must:
  • Keep the Item(s) in the then current condition and not make further use of the Item(s); and
  • Identify, in writing, the specific nature of the apparent sizing issue and the date and manner in which you became aware of such.
General dissatisfaction with the product
If you are generally unsatisfied with the Item(s) and wish to return the Item(s), you must:
  • Keep the Item(s) in the then current condition and not make further use of the Item(s); and
  • Identify, in writing, the specific nature of the apparent dissatisfaction and the date on and manner in which you became aware of such fault.
How do I log a Return of an Item(s):
You must, as soon as you become aware of the apparent fault, contact our TougheesZA Customer Care Centre in writing to and request that we accept the return of the Item(s) you are not satisfied with, and your request must include:
  • The order number and delivery note number in respect of the Item(s)
  • A detailed description of the apparent fault and how you became aware of it; and
  • Any other information that we may reasonably request you to provide
You will be required to allow us the opportunity to inspect the Item(s), and the Site will contain instructions on the process of sending the Item to us for inspection. Our receipt of the returned Item(s) for inspection will in no way constitute or be deemed to be acceptance of a return of the Item(s) or confirmation of the apparent fault or of an obligation to refund you for the Item(s).
When will Toughees online NOT accept the Return of an Item(s)?
The Item(s) have been damaged or altered due to:
  • Improper care
  • Carelessness
  • Non-standard or unusual use
  • Failing to adhere to the care instructions attached to or sent with the Item(s)
  • Accidental misuse or failure to maintain
  • Irregular conditions; or
  • Any other manner of use or handling which indicates a lack of reasonable care with the Item(s)
Your attention is drawn to the fact that any defect must be a material imperfection in the manufacture of the product which makes it less acceptable than persons generally would be reasonably entitled to expect.
  • You have attempted to alter or repair the Item(s) yourself or have allowed a third party to do so or attempt to do so
  • The Item(s) have deteriorated as a result of fair wear and tear which is reasonably expected in the normal and regular use of the Item(s); or
  • The apparent fault relates to a slight variation in appearance, which does not materially differentiate the Item(s) from the representation on the Site
Is shopping at Toughees online safe and secure?
Shopping at Toughees online should be as secure as shopping in a store. We protect your private information by keeping it on a secure server. We also operate a 3-D secure SSL 128-Bit Encrypted payment system, so you can be sure your orders are being processed safely. We work hard to remain a reputable and trusted online retailer – the VeriSign SSL certificate you see at checkout (logo/padlock symbol) is proof of our continued commitment to protecting your privacy and keeping your data secure.
What is Toughees online privacy policy?
We respect your privacy and will take reasonable measures to protect it, as more fully detailed below. Should you decide to make use of our Website for the purpose of purchasing the goods sold online or sign up for an account, we will require you to provide us with personal information which includes but is not limited to your:
  • Name and surname
  • Email address
  • Physical address
  • Gender
  • Mobile number; and
  • Date of birth
Should your personal information change, please inform us and provide us with updates to your personal information as soon as reasonably possible to enable us to update your personal information.

You may choose to provide additional personal information to us, in which event you agree to provide accurate and current information, and not to impersonate or misrepresent any person or entity or falsely state or otherwise misrepresent your affiliation with anyone or anything.
What should I do if I have any further concerns related to the Toughees online privacy policy?
If you have any questions or concerns arising from this privacy policy or the way in which we handle personal information, please contact us: