FAQ

General – In Store

How do I apply for a Queenspark Store Card?

You can apply in store or online for a Queenspark Store Card here

Can I use my Queenspark Store Card at other stores?

You are only able to use your Store Card at Queenspark stores, and not online.

Where can I pay my store account?

You can pay at any Queenspark store or with an EFT.

Please see our banking details below:
Bank Name: Standard Bank
Account Name: RCS Cards
Account Number: 061234745
Bank Branch Code: 051001
Account Type: Current Account
Reference Number: Account Card Number (19 digits)

How do I redeem my new Queenspark Store card vouchers?

Spend R1 200 and get R400 off.
Spend R800 and get R300 off.
Spend R500 and get R200 off.
Spend R300 and get R100 off.
Please note that these vouchers are only redeemable in store and not online.

What is my Store Card application status?

To find out about your application status, please contact RCS at 0861 783367.

I want to change my details for my RCS account?

Please contact RCS at 0861 783367.

Can I shop on Lay-By?

Yes, we do offer Lay-By at Queenspark stores only, and not online. You can find out more about our Lay-By terms and conditions in store.

Can I buy sale items on Lay-By?

You unfortunately will not be able to lay-by sale items.

I would like to work for Queenspark. What do I do?

Please send your CV and cover letter to hr@queenspark.com

How do I unsubscribe to your newsletters?

Simply click on the ‘UNSUBSCRIBE’ button at the bottom of the newsletter.

How do I unsubscribe to your SMS messages?

Reply ‘STOP’ to any SMS that you have received from us.

How do I know if an item is available at a certain store?

You can email our customer care department at customercare@queenspark.com and we will assist you.

General – Online

How can I contact Queenspark online?

Please see our contact details here

What are the requirements to register for online shopping?

In order to register for online shopping, you will need to:
1. Have your own cell phone number
2. Have a valid ID/passport number.
3. Have an unique email address.
4. Be at least 18 years old.
Please click here to find out more about shopping online with Queenspark.

Can I have two online profiles with the same email address?

No, each profile will need a unique email address.

How do I change my contact details on my profile?

To change or update your phone number or email address on your profile, click on the “Login” button and sign into your profile. Once you have signed in, click on “My details” and you will be able to edit your personal details. When you are done editing your details, click on the “Save Profile” button.

What should I do if I am experiencing technical issues on the website?

Please contact us by sending an email to customercare@queenspark.com. We will do our best to resolve your issue as quickly as possible. Please first have a look at our FAQ’s section as well to see if there is a solution to the problem you are experiencing.

Will I automatically have a Queenspark RCS Account when I register for online shopping?

No, online shopping is completely separate to a Queenspark RCS account. If you are interested in applying for a Queenspark RCS account, please click here.
here

Can I place an order if I do not have a South African credit card?

Yes, you are able to place an order from anywhere outside of South Africa with any of these payment types. At the moment, we only deliver to various areas within South Africa but please feel free to get in touch here@QPinternational.com to let us know if you would be interested in international shipping options.

The item I’m interested in is out of stock online. How can I get it?

You can contact your nearest Queenspark store (click here for the details and locations of all our stores), or email our customer care department with the product code of the item you are interested in and we will do our best to assist you.

Can I check the availability of stock in my local stores online?

We unfortunately do not offer this option yet, but please contact your nearest Queenspark store (click here for the details and locations of all our stores), or email our customer care service with the product code of the item you are interested in and we will do our best to assist you.

Can I send someone a gift?

We unfortunately do not offer this option yet, but please feel free to buy them a gift from your nearest Queenspark store (click here for the details and locations of all our stores).

Return Policy

Can I return products I bought online from Queenspark?

Yes, if for any reason you’re not happy, you may return items purchased online to any Queenspark store for a full refund, replacement or exchange, provided you have the till slip or invoice, and items are returned in a saleable condition with tickets and tags still attached to the item, within 14 days of delivery in the case of jewellery and accessories or 28 days of delivery in the case of all other products, save for underwear, swimwear or intimate apparel, which may not be returned or exchanged.

Please read our full Return Policy here as return periods might vary, depending on the items.

How do I return products I bought online?

Please visit your nearest Queenspark store to return the items you purchased online.

Please read our full Return Policy here as return periods might vary, depending on the items.

Can I return jewellery and accessories?

Yes, you may return jewellery and accessories bought online to any Queenspark store for a full refund, replacement or exchange, provided you have the receipt or invoice, and the items are returned in a saleable condition within 14 days of delivery.

You can read our full Return Policy here.

Can I return underwear, swimwear or intimate apparel?

We unfortunately do not allow returns, refunds or exchanges on any underwear, swimwear or intimate apparel.

How will I be refunded for my return?

You will be refunded in the same way that you paid for the items. E.g. if you paid by way of credit card, the amount paid, less the delivery fee (which is not refundable), will be refunded back to your credit card.

How To Shop Online

How do I shop online with Queenspark?

You are able to shop online on our website with your mobile phone, tablet or desktop. Firstly, you need to navigate to the products that you are interested in on the website. Thereafter, you simply select your size and add it to your cart.

Once you are done adding products to your cart and want to complete the purchase, click on the shopping cart and follow the required steps. After you have competed the transaction and we have received payment for your order, you will receive a confirmation email from us.

How can I find a specific product on the website?

In the search bar, you are able to search for a description of the item you are looking for e.g. white shirt. Additional search filters are available to assist with your product search, such as size, brand, price, category, colour or the product’s SKU code.

Will the products in my shopping cart be reserved for me?

We unfortunately cannot reserve any products until the order has been completed and payment is received.

Am I able to remove items or change the size after I ordered?

No, you unfortunately will not be able to remove items or make any changes after your order has been submitted.

Am I able to add items to my order?

No, you unfortunately will not be able to add other items to your order after it has been submitted.

How can I cancel my order?

You unfortuantely are not (subject to applicable law) able to cancel an order after it has been confirmed and paid for, as it is already busy being prepared for delivery. You can, however, return the items after you receive them if it is in line with our Returns Policy.

Can I place an order via email or phone?

You unfortunately will only be able to place an order on our website.

I’m unable to add items to my shopping cart? What do I do?

If you are experiencing problems with adding items to your cart, please email our customer care department at customercare@queenspark.com and we will gladly assist you.

Can I purchase a gift card online?

You unfortunately will not be able to purchase gift cards online. You can, however, purchase gift cards in-store. You can find your nearest Queenspark store here

Payments

What are my payment options?

You can pay online by using any of the payment options below:
1. Visa (credit and debit)
2. Mastercard (credit and debit)
3. Instant EFT
Regrettably, we do not accept American Express or Diners Club.

Can I pay online with my Queenspark account card or RCS card, or with a gift card?

You will unfortunately not be able to pay with your Queenspark or RCS card, or with a gift card, when shopping online.

Can I pay cash on delivery?

Unfortunately, you will not be able to pay cash on delivery. You will need to pay on our website. Please see the available payment options here.

Who can I contact if I am struggling to pay online?

If you are experiencing any difficulties or have queries regarding paying online, please send an email to pmt@qp.com and we will gladly assist you.

What do I do if my credit card details are not accepted?

Please contact your bank first to make sure that this is not due to technical issues on their side. Once this is ruled out and if you are still experiencing difficulties, please contact Queenpark’s Customer Service by sending an email to customercare@queenspark.com

Why is my credit card payment not going through?

The most likely cause for your credit card transaction failing would be your bank declining the transaction. Our payment gateway merely acts as a conduit between your bank and Queenspark in order to process the online transaction, but the authorisation for the transaction comes from your bank.

Some of the most common reasons for credit card payments failing include incorrect card details, exceeding your daily limit and insufficient funds. Some banks also automatically disable debit cards for online payments. In this case, you would need to contact your bank to enquire further.

Will I be able to pay in a foreign currency with my credit card?

Yes, our payment processor accepts non-South African credit cards. You will automatically be billed in your credit card statement with the equivalent order value in your currency.

Why have I not received my payment confirmation email?

Please note that you will only receive your payment confirmation email after we have received payment. You can check your Order History under your account profile to make sure your payment was processed successfully.

Delivery

Which courier company do you use for deliveries?

We make use of Dawn Wing for our deliveries.

Do you deliver on weekends or public holidays?

Deliveries are unfortunately only made on working days.

What are your delivery times?

Deliveries are made between 09h00 and 18h30 on all weekdays excluding public holidays.

When will I receive my order?

Your order should be delivered to you within 5 to 7 working days (subject to what is stated below).

How will I know when my order will be delivered?

When your order is scanned out onto the delivery vehicle, you will receive an SMS to inform you when your order will arrive with a URL that allows you to interact with us. A second SMS will be sent 30 minutes prior to the arrival of your order with another URL, which will allow you to track the progress of the courier en route .

What happens if I’m not at the delivery address when my order gets delivered?

Should the courier try to deliver your order but you are not available or at the delivery address, you will receive a third SMS indicating how you can rearrange your delivery.

Is it possible to pay extra for overnight delivery?

We unfortunately do not offer overnight delivery. If you need an item urgently, you can find your nearest Queenspark store here.

Do you have special delivery periods for holidays e.g. Christmas?

Unfortunately, we do not. As mentioned above, we only deliver on working days.

Which areas in South Africa do you deliver to?

At the moment, we only deliver to various areas within South Africa but please feel free to get in touch here@QPinternational.com to let us know if you would be interested in international shipping options (we may not necessarily be able to ship to all countries, but would welcome the enquiry ).

Is it possible to deliver to a PO Box address?

We unfortunately will not be able to deliver to PO Box addresses.

Can I cancel or edit my order?

Unfortunately we do not (subject to applicable law) offer the option to cancel or change an order after it has been accepted and paid for. However, after you have received your order, you are welcome to exchange or return it to any Queenspark store with your receipt or invoice for a full refund if it is in line with our Returns Policy. Please click here for our Returns Policy.

I have not yet received my order. What must I do?

Please contact our customer care department by sending us an email at customercare@queenspark.com.

Who can I contact if my order is incorrect or I have a query about deliveries?

All delivery queries should be directed to our customer care department. Please email us at customercare@queenspark.com and we will assist you.

I received my delivery but there are items missing. What do I do?

Please contact our customer care department by sending an email to customercare@queenspark.com and we will assist you.

I received my delivery but I think that the items are defective. What do I do?

Please contact our customer care department by sending an email to customercare@queenspark.com and we will assist you.

Do you have a minimum purchase value?

No, we do not have a minimum purchase value.

How much does delivery cost?

Our delivery fee is R75 per order.

Privacy

Is it safe to shop online with Queenspark?

We have done our best to try to ensure that shopping online with Queenspark is as safe and secure as possible. We make use of physical, electronic, and administrative safeguards to prevent unauthorized access to your personal information and maintain data accuracy, in order to ensure the correct use of your personal information.

With the use of 3D Secure and Payer Authentication, online payments are authenticated and verified, allowing for protection against any unauthorized use in the case of your card getting lost or stolen.

What is 3D Secure?

3D Secure is an additional security measure to ensure that your online card transactions are safe and secure. 3D Secure is mandated by card associations and managed by South African banks. Mastercard uses a security service named ‘SecureCode’, whereas Visa makes use of a security service named ‘Verified by Visa’.

How does 3D Secure work and what happens when I use it?

Your credit or debit card payment will be redirected to your bank’s 3D Secure service to authenticate and authorise the payment for online shopping.

Authentication is done via one-time pins (OTPs) that are sent to your cell phone or email address. You are required to enter the OTP in order to complete the online transaction. The completion of the 3D secure verification thus serves to confirm that the card holder has authorized the online transaction.

What are Cookies? What are they used for?

Cookies are a form of internet technology. They are files that are written or downloaded to your computer’s hard drive when you access a website. Websites use cookies to, amongst other things, provide features for their users, store and retrieve information on your computer and gather statistics and data about the people who visit the website.

Are Cookies a threat to my privacy?

Cookies are not able to access and read your hard drive to find out information about you. However, any information that you have freely given to a website, such as credit card information, would be stored in cookies unless you have switched off the cookie feature in your web browser. Only in this manner, can cookies be a threat to your privacy.

You can read more about cookies here

Password protection

You are responsible for the creation and safekeeping of your user name and password. It is strongly recommended that you keep your password and login details private, so only you have access to your account. You also have the option of changing your current password in “My Account”.

I forgot my password. What should I do?

Simply click on the “forgot password” link found on the login page and you will be able to change your username or password.

Will I be receiving marketing communication?

As part of the registration process you will be asked whether or not you consent to receiving marketing and promotional communications from us and/or our marketing service providers (including news about Queenspark’s promotions or special offers). Should you not wish to receive any marketing and/or promotional communications please click the unsubscribe link on our newsletter.

Store Card FAQ

What is a Queenspark store card?

The Queenspark Store Card is a credit facility that allows you to shop at all Queenspark stores nationwide.

What are the benefits of the Queenspark store card?

Not only does the Queenspark Store Card give you access to the look you love, it also includes:

  • Enjoy R1 000* in free fashion vouchers when you receive your Queenspark Store Card
  • Shop immediately and take the look you love home with you today
  • Be first to know about our amazing sales, exclusive offers and new fashion ranges
  • Pay one affordable monthly instalment every month
  • You can use your store card at any Queenspark Store nationwide
  • For your security, you’ll receive free SMS notifications on all purchases
  • Choose to receive your statements via e-mail – simple and easy!
  • Customer Protection Insurance for complete peace of mind

What does customer protection insurance cover?

  • Death Cover (covers your outstanding balance)
  • Permanent Disability (covers your outstanding balance)
  • Temporary Disability (covers up to 6 months’ installments if permanently employed and up to 12 months’ installments if self-employed)
  • Retrenchment (6 months’ installments, if you are permanently employed
  • *Customer Protection Insurance is underwritten by Guardrisk, an authorised Financial Services Provider

How much does the Queenspark store card cost?

A monthly service fee will be charged on your Queenspark Store Card as well as competitive interest rates applied on all purchases.

What are the requirements to apply for a Queenspark store card?

  • You must be 18 years or older
  • Have a valid SA ID or Drivers Licence
  • Be employed and earn R1 000 or more per month
  • Provide your latest 3 months’ payslips or bank statements at the time of application

Is there a way that I can check whether I qualify for a store card prior to application?

  • To see if you qualify, SMS QUEENSPARK to 45185
  • Standard SMS rates apply

What credit limit will I get?

Your credit limit will be determined by your own individual profile, taking into account your affordability

How will I receive my Queenspark store card?

You can collect your Queenspark Store Card at any Queenspark store nationwide

Can I view my account online?

Yes, you can view your account online by registering for Queenspark Self-Service. Click here or download the mobile APP from App Store or Google Play Store.

How do I register for self-service?

To register, click on the My Account tab and follow the instructions. Please have your account and mobile numbers ready.

The following services will be available via Self-Service:

  • Check your available credit
  • Download statements (from 6 months back to current)
  • Receive statements via email
  • Update your e-mail address
  • Pay your account

How do I check the amount I need to pay or have available to spend?

These amount will be shown when you log into Self-Service as well as on your latest statement

Where can I find my account number?

Your account number can be found on your monthly statement or you can call us on 0861 783 367

How do I set-up a debit order to pay my Queenspark store card?

Call us on 0861 783 367 and we will set a debit order up for you

What should I do if I lose my card?

  • Call us on 0861 783 367 and we will block the card immediately
  • You can then go to any Queenspark store nationwide and we will provide you with a replacement card at a nominal fee

How much do I need to pay each month?

Your monthly statement will reflect the installment that you need to pay by the 1st of the month or log-on to the Self-Service portal to view the installment due.

How do I pay my Queenspark store card?

There are many ways you can pay your Queenspark Store Card:

  • Store – by visiting any Queenspark store nationwide
  • Debit Order – A payment is automatically debited from a bank account and due date that you selected. To activate, call 0861 783 367 and we will assist you
  • EFT Payment – Simply pay the required amount by using your 19-digit account number on the front of your Queenspark Store Card. Please use below details when making an EFT payment
    Bank Name: Standard Bank
    Account Name: RCS Cards
    Account Number: 061234745
    Bank Branch Code: 051001
    Account Type: Current Account
    Reference Number: Account Card Number (19 digits)
  • Self-Service – via the Self-Service link on the website. Click here or via the downloadable APP on AppStore or Google Play Store

Store Card Application

Who can apply for a Queenspark store card?

  • You must be 18 years or older
  • You must have a valid SA ID or Drivers License
  • You must be employed
  • Your income must be R1000 or more per month
  • You must provide your latest 3 months’ payslips or bank statements at time of application

RIGHT HERE – RIGHT NOW!
To see if you qualify

SMS QUEENSPARK TO 45185
** Standard SMS rates apply

Store Card Benefits

It's the card that gives you more:

  • Enjoy R1 000* in free fashion vouchers when you receive your Queenspark Store Card
  • Shop immediately and take the look you love home with you today
  • Be first to know about our amazing sales, exclusive offers and new fashion ranges
  • Pay one affordable monthly installment every month
  • You can use your store card at any Queenspark Store nationwide
  • For your security, you’ll receive free SMS notifications on all purchases
  • Choose to receive your statements via e-mail – simple and easy!
  • Customer Protection Insurance for complete peace of mind

*Terms and conditions apply

Customer Protection Insurance

For your protection, your card includes Customer Protection Insurance*, underwritten by Guardrisk Insurance Company Limited*, covering the following:

  • Death Cover – Covers your full outstanding balance
  • Permanent Disability – Covers your full outstanding balance
  • Temporary Disability – Covers up to 12 months’ instalments
  • Loss of Income – Covers up to 12 months’ instalments

*Guardrisk Insurance Company Limited is an Authorised Financial Services Provider. Additional information on key limitations, exclusions, risks and charges related to the policy can be viewed here.

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