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Frequently Asked Questions

How do I register?

Register at the top of the WatchTheBall website and create an account. We’ll need your full name, e-mail address, a password of 5 characters, your gender and at least one contact number.

How do I buy something?
  1. Find the product you wish to buy
    Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details, including availability.
     
  2. Add to cart
    Found the products you want to buy? Click on ADD TO CART. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the shopping cart icon at the top of any page on the WatchTheBall website.

    You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out with immediately, or which are out of stock but that you want to remember for later. You can move products between your shopping cart and your Wish List. Products have to be in your shopping cart for you to check out.
     
  3. Checkout
    1. Click CHECKOUT NOW after you’ve reviewed the items in your Shopping Cart.
    2. If prompted, sign-in to your account or create a new account if this is your first order.
    3. Choose your delivery address (
      • All check outs default to courier delivery to your door
      • For collections in the Cape Town (Durbanville) area only, contact info@watchtheball.co.za, to assist with changing your shopping cart to Collect, before proceeding to check out
    4. Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order.
    5. Review your order details and complete payment.
What are my payment options?

Payments are securely facilitated by PayFast and can be made using:

  • Credit & Cheque Cards (Visa or Mastercard)
  • Debit Cards (Visa Electron or Maestro)
  • PayFast: EFT with PayFast enables you to make instant EFT payments that clear immediately (PayFast supports: FNB, ABSA, Nedbank, Standard Bank, Capitec Bank & Investec)
  • Masterpass
When will my Instant EFT payment clear?

When paying by Instant EFT, there will be no waiting period before your payment is received and your order is authorised.

When will my credit card be charged?

Your credit card will be charged after the successful placing of your order and the approval of your card. If there are any problems, you’ll hear from us.

What is the return policy?

If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms.

This Policy forms part of the WatchTheBall Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.


Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
 

  1. Unwanted products
    You can return an unwanted product to us at no charge, provided:
    • it is undamaged and unused, with the original labels and stickers still attached;
    • it is not missing any accessories or parts;
    • you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
    • it is not one of the products listed below.
       
  2. Changed your mind?
    Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not a product which has been personalised for you or made to your specifications.

    We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
     
  3. Want to exchange?
    Fashion, leisure-and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

    We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.
     
  4. Not what you ordered?
    If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
     
  5. Products damaged on delivery
    Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

    We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
     
  6. Defective products
    We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

    What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

    The following will NOT be regarded as defects and will not entitle you to a return:
    • faults resulting from normal wear and tear;
    • damage arising from negligence, user abuse or incorrect usage of the product;
    • damage arising from a failure to adequately care for the product;
    • damage arising from unauthorized alterations to the product;
    • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
       
  7. Charges and refunds
    If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

    If you return a product that does not comply with this Policy, you may be liable to reimburse WatchTheBall for the cost of collecting the product from you and the cost of having the product returned to you.

    Please note that all refunds will be made by EFT to your nominated bank account.
How do I return a product?
  1. Log your exchange / return request on the website
    Login to your account on the website and initiate the exchange or return process by completing the online request form. Open the order containing the product you'd like to return and click "Return item".
     
  2. Prepare the return parcel
    Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit. Remember that if you are returning a product because you changed your mind, you must have the original product packaging – which must be intact and undamaged (but you do not have to have the original shipping packaging).

     
  3. Courier collection
    WatchTheBall will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.

     
  4. Exchange or replacement / account credited
    Once your returned product has been validated by our team, you will be refunded, unless you have requested a replacement or an exchange.

    Please note that all refunds will be made by EFT to your nominated bank account.

    If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

    If you have used a Gift Voucher or Promotional Coupon on an order from which you are returning one or more products, please refer to our terms and conditions here for more information on how these credits and refunds will be processed.
How long does it take to process my return?

In general, once we have received the returned product, your return request will be processed within 10 business days. Once your returned product has been validated, you will be refunded, unless you requested a replacement or an exchange.

For refunds, please note that your bank can take 3-5 business days to clear the EFT to your nominated bank account.

How do I know if you received my return?

You will receive an email notification once your return has been received at our premises.

What are the options available for a return?

The available options are dependent on the reason for the return, and include the following:

  • Exchange – You can request an exchange if you’d like a different size and/or colour of the same product, which is available. Exchanges are only available for apparel, sportswear and shoes that have a size or colour variation.
  • Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available.
  • Refund – if neither Exchange or Replacement is viable, you will be refunded for the product(s) being returned at the value of your original purchase. Please note that all refunds will be made by EFT to your nominated bank account.
How long does it take for me to receive a refund?

If your return request has been agreed to, we will process the refund payment asap. EFT refunds may take 2-3 business days for the funds to reflect in your account. 

Please note that all refunds will be made by EFT to your nominated bank account.

What if I change my mind about my purchase?

If you have changed your mind about a product you bought from us, you can return it to us at no charge, provided that:

  • you request a return within 30 days of receiving your order (after 30 days, you can only return a product if it is defective);
  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
  • it is not missing any accessories or parts;
  • it is not a product which has been personalised for you or made to your specifications.


If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct product to you (if the correct product is available) or;
  • refund you with the purchase price of the product.
Do you allow exchanges if I need a different size and/or colour?

Fashion and sportswear products can be exchanged for a different size or colour variation if available. If you want to exchange your item for a different size or colour, you can return it to us at no charge, provided that:

  • you request a return within 30 days of receiving your original order (after 30 days, you can only return a product if it is defective)
  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
  • it is not missing any accessories or parts;
  • it is not a product which has been personalised for you or made to your specifications.


If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct product to you (if the correct product is available) or
  • refund you with the purchase price of the product.
How do I exchange a product?

If you want to exchange a qualifying product for a different size or colour, simply return the original product within 30 days of delivery for a free exchange.

To request an exchange:

  • Login to your account and go to My Account > Returns
  • Select the Log New Exchange/Return button
  • Find the product you wish to return and click the ‘Exchange/Return’ button
  • Complete the return request form:
  • Select the “Reason for return” as “I want to exchange it for a different size/colour”
  • Select your preferred action as “Exchange”.
  • Specify the new size and/or colour required in the field provided.
  • Submit the request.


 

We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product.

If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange.

What if I received a damaged product?

If you notify us within 7 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

  • replace the correct product to you (if the correct product is available) or;
  • refund you with the purchase price of the product.
Can I return sale products?

Yes, sale products can be returned.

If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.

How long does it take for a refund to be processed once my return is processed?

EFT refunds may take a further 2-3 business days to reflect in your nominated bank account.

If I receive the wrong product or the product is not as described on the website, what should I do?

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

  • you request a return within 30 days of receiving your order (after 30 days, you can only return a product if it is defective);
  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  • it is not missing any accessories or parts;
  • it is not a product which has been personalised for you or made to your specifications.


If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct product to you (if the correct product is available) or;
  • refund you with the purchase price of the product.
Can I return a product without accessories?

Unfortunately, not – the complete product has to be returned

Can I change my collection address once I have logged a return?

Unfortunately, not – in such an event please cancel the return and log a new one.

How long do I have to drop off my item at your physical address?

Once you have logged your return, you have seven days to drop the parcel off at our physical address. Should you not drop off the item in that timeframe, the return will be cancelled, and you will be required to log a new return should you still want to return the item.

Can I cancel my order?

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

How do I cancel my order?

Get in touch with us at info@watchtheball.co.za, to cancel an item or a complete order.

If the order has not yet been paid for, it can simply be cancelled.

If it has been paid for, you have the option of a credit or a full refund.

Can I change my delivery address?

We unfortunately can’t make changes to your delivery address once your order has been received, processed and you have received your Payment Confirmation email

What are my delivery options?

All WatchTheBall orders default to Courier as methods of delivery - We deliver directly to your home or office (your specified delivery address).  All delivery and tracking details are supplied to you in email after the order is confirmed.

 

Collections - You can choose to collect from our physical address as you finalize your shopping cart, before check out. We can accommodate collections, by prior arrangement at info@watchtheball.co.za,, in the Cape Town Peninsula (Durbanville) area only.

What will delivery cost me?
  • Standard Delivery - South Africa
    [FREE for online orders of R750 or more]
    • Main Centre (Pretoria, Johannesburg, Cape Town) | R100.00
    • Regional or Remote Area (other than the above) | R150.00
       
  • Deliveries Outside South Africa / International Deliveries
    Quoted at the time of placing the order, based on the country of destination and delivery address. Please mail your request and full delivery address, to info@watchtheball.co.za, for a delivery cost quote
     
  • Collections
    We may be able to facilitate collections by prior arrangement.  All collections are free.
When do I receive my purchase?

Our picking, packing and delivery is linked to what you order, where you want it delivered or collected and how you choose to pay. So, delivery and collection times can vary. Estimates are provided below to help you shop.
 

  • Cape Town, Johannesburg, Pretoria | 2-5 Working Days
  • Regional Area | 2-6 Working Days
  • Remote Area | 3-7 Working Days
  • Collections | 1-4 Working Days
Will I have to sign for my package?

If you’re not able to receive your package personally you are welcome address the delivery to a different recipient by updating the delivery address details

What happens if a product is missing from my shipment?

If you received an incomplete delivery you can notify us here by emailing info@watchtheball.co.za, then our friendly customer service team will be in touch with you to assist.

How do I track my order online?

Once we’ve received your order from our suppliers, we’ll send you an e-mail with tracking details. If in doubt, contact us at info@watchtheball.co.za,

Please note: The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account.

Business days are defined as Mondays to Fridays, excluding public holidays.

What happens if a product is out of stock?

We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded for any amount already paid by you, or you can wait until the product comes into stock again.

If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.

Is it safe to shop with you?

We take the security of your payment and personal information seriously. See section 6 of our Terms and Conditions for details and the Payment FAQ.  All payments are handled securely by https://www.payfast.co.za/

What do I do if I forgot my password?

On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that your account was registered with and click ‘Submit‘. We will email you a link to this email address which you can click on to reset your password.

My email address has changed. How do I update this on my current account?
  • Login with your email address, that your account was registered with, and your password,
  • go to Your Account > Personal Details,
  • change your old email address to your new one and save your changes.
  • Your new email address will be your user Login from now on.
What is a Pre-order?

Pre-orders allow you to place advance orders for products. When you place the Pre-order, we then order the product in advance from our suppliers.

Please Note: Release dates are subject to change without prior notice. We’ll try to keep you informed of any potential changes.

Can I mix normal orders with pre-orders?

Yes, you can mix Pre-order products with normal orders. Your entire order and delivery will however be subject to fulfillment on the Pre-order product(s) included in your order.  You will be notified and reminded thereof on check out and on order confirmation.

How do I cancel a Pre-order?

Unfortunately, Pre-order product(s) cannot be cancelled once the order is confirmed.

What happens if the price of my Pre-order product changes?

If the price of your Pre-ordered product increases, we will temporarily suspend your Pre-order. At the same time we will send you an email, with the option of changing your Pre-order to the new price, or cancelling your pre-order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.

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