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FREQUENTLY ASKED QUESTIONS

1. What payment methods can I use?
Desktop and mobile websites: Visa or MasterCard credit or debit cards, manual electronic funds transfer (EFT), instant EFT.
Android and iOS Apps: Visa or MasterCard credit or debit cards or manual electronic funds transfer (EFT).

2. How is my payment secured?
XTREND makes use of PayU Payments, a PCI-DSS Level 1 certified transaction platform and credit card storage vault to securely process your transaction. Read more about PayU Payments here. XTREND does not have access to your card details.
The entire XTREND website is secured via a secure, private connection using HTTPS. Data sent using HTTPS is secured via Transport Layer Security protocol (TLS), which provides three key layers of protection: 
Encryption, Data integrity and Authentication.
XTREND also supports 3D Secure, which is a new method of security mandated by the Visa and Mastercard Associations and managed by South African banks to enhance security of online transactions. 3D Secure provides an extra layer of security by requiring that the cardholder submits a second level of authentication when shopping online. 
Mastercard's product is called "SecureCode" and Visa's product is called "Verified by Visa".

3. How do I change my contact details?
To update your email address and mobile number, login to "My Account", click on the "Account Settings" tab, enter your new details and press the "update" button. You can change your address details, or add additional delivery addresses by clicking on the "Manage Addresses" tab within the My Account section of the site.

4. How do I ensure I buy the right size?
When viewing the XTREND site on your desktop or laptop, you will find each product available per size, and compare them to your own measurements.

5. How do I log a return?
Simply go to www.xtrend.co.za/returns. 
Your Order History will appear. Select Request a Return on the applicable order and complete the required fields in the returns form. 
Pack the item/s in their original packaging, with the XTREND tags attached, into one suitably sized box. If you are returning shoes, place the shoes into their original packaging and place the shoe box into a suitably sized box. Please do not seal the shoe box, but the outer box should be securely sealed. 
If you are returning items from multiple orders, please place all the items in one box, or strap / tape the boxes together prior to collection. 

Shipping methods for returns: 
Return items via Drop off points: 
When requesting a return, select Drop off point from the shipping method options. You are then welcome to drop your parcel off at a Drop off point after logging your return on XTREND. Please ensure that you place the items in the same packaging as they were delivered in. Please attach the barcode containing your return reference on your delivery note securely to the outside of the box. You are also able to print the barcode from the return confirmation page or from the return confirmation email. Your parcel will not be accepted at the Drop off point without the barcode. Kindly ensure that the attendant scans your barcode when accepting the parcel. 

Return via Courier: 
Our courier will contact you to confirm the collection within 3-4 working days of you logging the return. 

Return via Post Office: 
Place the items in their original packaging, in a suitably sized box and post to XTREND on-line store: 

XTREND ON-Line Store, 6th Floor, Office Towers, SANDTON CITY SHOPPING CENTRE, GAUTENG, 2146
  Send a copy of the waybill / receipt to support@xtrend.co.za along with your contact details, in order for us to contact you.

6. Which items cannot be returned?
The following products may not be returned: Underwear and earrings may not be returned. 
You may only return swimwear, if the hygiene strip is still in position and it's clear the garment has merely been tried on and not worn. 
We also request that you keep on your underwear when trying on our swimwear. Products that you or any other person has altered, repaired, incorporated to or added to may also not be returned.

7. What is a Pick up point?
Pick up points provide XTREND shoppers with a great delivery alternative by utilising hundreds of pick up points throughout South Africa. These points often have extended trading hours. 
If you opt to have your order delivered to a Pick up point you will be notified once the parcel has arrived at the pick-up point you selected. You will receive another reminder 48 hours later.
Please note that your order will remain at the pick-up point for 8 days (including weekends) after it has been delivered there. Failure to collect during this period will result in your parcel being sent back to our XTREND on-line store and a refund being processed for your order. 

11. What is a Drop off point?
Drop off points provide XTREND shoppers with a great returns alternative by utilising hundreds of drop off points throughout South Africa. These points often have extended trading hours. 
When requesting a return, select drop off point from the delivery method options. 
You are then welcome to drop your parcel off at a point after logging your return on www.xtrend.co.za/returns. Please ensure that you place the items in the same packaging as they were delivered in. Please attach the barcode containing your return reference on your delivery note securely to the outside of the box. You are also able to print the barcode from the return confirmation page or from the return confirmation email. Your parcel will not be accepted at the Drop off point without the barcode. Kindly ensure that the attendant scans your barcode when accepting the parcel.  >