FAQ

Credit purchases:

What is a credit facility account?

It is like having a store account where you can buy homechoice products up to your available credit.

How will a credit facility account benefit me?

It makes it easier, quicker and cheaper to buy from homechoice:

  • You can enjoy the lower interest rate
  • Buy up to your available credit
  • You do not have to answer questions about your income and expenses every time you want to buy from us

How do I apply for my credit account?

We’re here to help you get the credit you want. New laws mean that we must get certain information from you before you shop with us.

  • STEP 1 – Tell us about your income: We need to know about your salary, plus other possible income such as social grants or maintenance, allowance from family or friends, rent, commission or overtime, money from a second job or selling goods.
  • STEP 2 – Show us proof of income: We will ask you to confirm your income with documents. Some of the documents you can use are your last 3 months’ bank statements, payslips, pension slips, a letter from your employer showing 3 months’ income or a letter from a parent or spouse showing your allowance
  • STEP 3 – Tell us about your expenses: We’ll ask you about your monthly expenses. That’s your living costs, like food, transport, electricity, education and medical costs plus any existing credit account or debts you may already have e.g. loans.

How can I send my documents?

  • We can do it for you: Do you bank with ABSA, Nedbank or Standard Bank? With your permission and at no cost to you, we can securely get your bank statements directly from these banks.
  • WhatsApp us: Simply take photos of your documents on your phone, with your ID number written on the top of the pages, and WhatsApp them to us on +27 (71) 450 1905. If you are not familiar how to do this, please follow the instructions below:
    • Open your phone's camera
    • Hold it steady above each page
    • Check that the page is captured clearly in full
    • Share each photo with us via WhatsApp
    • Where it says 'Add a caption…' under each photo, put your name in full
    • Push Send
  • Email us: Attach electronic, or scanned copies of your documents, to an email and send it to mydocs@homechoice.co.za. Please write your ID number in the subject line. If you are not familiar how to do this, please follow the instructions below:
    • If you have online banking, open up your account’s History for the last 90 days, then save the web page as a PDF on your computer; or visit your bank with your ID and ask for a 3-month bank statement.
    • Have your documents scanned - a business like Postnet can help with this
    • Attach your documents to an e-mail
    • Before sending us the email, put your ID number in the subject line
  • Fax us: Fax your documents to 086 677 7770 (SA) or +27 86 677 7770 (outside SA) with your ID number at the top of page 1.
    • If your documents are online, visit a business like Postnet to have them printed out
    • A business like Postnet can fax your documents to us for you
    • At the top of page 1, put your ID number + the number of pages being faxed to us
    • Check that the correct fax number has been entered, then send
    • Wait for the fax result and check that it went through clearly and in full
  • Upload and send to us: Open the browser on your phone or computer and go to www.homechoice.co.za/mydocs. Click on ‘Upload your documents’ and follow the steps to upload photos, scans or electronic documents.

Ordering:

I need to register or log in to shop online?

You don’t need to register or log in to browse our website or add items to your wish list. If you are a new customer to homechoice or you’ve bought with homechoice before but never online, you will be taken through the registration process when you place an order. If you have bought from homechoice online before, you will be asked to log in when you place an order. If you have bought from the old website (before April 2013), you must still register first before you can make a purchase on the new one.

I already know what I want because I saw it in a catalogue or flyer. Is there a quick way to order?

Yes, if you know the 5-digit product code of the item, which is provided next to the item that you would like to purchase in the catalogue, then simply use our ’Quick Order’ facility. Follow the prompts and the item will be added to your shopping basket.

Are there other ways to order besides online?

There are four other ways that you can order homechoice products:

  1. Phone 0861 466324 and speak to one of our friendly sales staff. Our call centre is open from 8am to 7pm from Monday to Friday, and from 8am to 1pm on Saturdays. Customers outside South Africa need to call +27 21 680 1300 to order.
  2. Fax a completed order form to 0861 466329.
  3. Return by post the self addressed order forms you will find in our printed catalogues.
  4. Order from our mobi site which can be accessed on your mobile telephone at m.homechoice.co.za

How do I know if my order was placed successfully?

You will receive an SMS and an e-mail notifying you that your order has been captured successfully on our system. You can also log in to your account to view your order and other account details.

I received a voucher, how do I use it?

You shop on the site and add items to your shopping basket as usual. At checkout you simply add the voucher number in the requested field and the amount for the voucher will be deducted from your total.

Can I cancel and order?

To cancel an order please phone 0861 466324 or e-mail contact@homechoice.co.za.

How do I pay for my order in cash?

You can either make a physical deposit or pay via EFT into our bank account.


Please use your homechoice account number as your reference for all cash payments.
Once you have made the deposit, you need to:
  • fax your proof of payment to +27 21 680 1100 or
  • e-mail it to contact@homechoice.co.za

For your convenience, we have accounts with FNB, ABSA and Standard Bank.
Our banking details are:
FNB
Branch: Cape Town City
Branch code: 204109
Account number: 500 502 219 24

ABSA
Branch: Cape Town City
Branch code: 632005
Account number: 407 426 2420

Standard Bank
Branch: Constantia
Branch code: 005309
Account number: 063 00 2086
Account name: HomeChoice

Does homechoice offer a payment plan?

Yes. Homechoice offers you access to both a Flexi facility account (6, 12 and 16 month terms) and an Advantage facility account (24 and 36 month terms).

What is Choice Credit?

Choice Credit is our easy payment plan that lets you pay for your purchase over 6, 16 or even 24 months (selected customers only).

How are you able to tell me how much I can spend on credit?

With your permission we can contact the credit bureau to establish your credit worthiness. We then use the credit bureau’s response and other information that you provide such as your monthly income, to calculate how much you can spend on credit with us.

Can I order online if I don’t live in South Africa?

If you live in Namibia, Botswana, Lesotho or Swaziland you can order online.

Can I return my order?

It’s OK to change your mind. If for any reason you are not satisfied with your order, you have 14 days from the date that you received it to return it to us free of charge, provided that it is unused and in its original packaging and that you return any free gifts you may have received with your order. Click here for further details.


All items returned will be inspected prior to refund. We only accept used goods for return and refund if there is a manufacturing defect. All appliances carry a one-year guarantee against mechanical and technical failure – you can read all about it in the instruction manual that will accompany any appliance you purchase. If an appliance is malfunctioning as a result of incorrect use, you will have the option to have it repaired at your expense.
Unfortunately our delivery service cannot accept any goods for return.
Please call our customer services centre on 0861 466324 to arrange the return of your goods to homechoice.

How do I return an order?

Most items can be returned to us through the post. Simply enclose the original invoice (make sure you keep a copy) along with any free gifts you may have received and return your order by insured post, to homechoice, Private Bag X28, CapeMail, 8003. Call us on 0861 466324 and we’ll refund your postage.


Certain irregularly shaped or large items such as curtain rods, TVs, ironing boards and most furniture cannot be returned by post. Please call us on 0861 466324 to arrange the return of these items.
Unfortunately our delivery service cannot accept any goods for return. Please call our customer services centre on 0861 466324 to arrange the return of these goods to homechoice.

Do you have a returns policy for Fashion items?

The following will not be covered under our clothing policy, and returns will not be permitted.

  • Underwear is non-refundable or returnable
  • Failure to adhere to cleaning instructions resulting in damage
  • Customer misuse

Where can I view the orders I’ve placed?

The My Orders section of the customer dashboard displays the five most recent orders you have placed during the last 3 years. This means that any orders you placed four or more years ago, will not be visible here. If have placed more than five orders in the last three years, only the most recent five orders will be displayed.

Can I track my order?

Yes, you can track your homechoice order whenever you choose.


Tracking home deliveries: Send an e-mail to PODMAIL@homechoice.co.za with your parcel number in the subject line. We will send you a return e-mail with the details of where your order is in the system. Once your order has been dispatched from homechoice, you will be notified by SMS of the delivery date and the parcel number.
Tracking postal deliveries: Log onto http://tracking.postoffice.co.za/ and enter your parcel number. Details of where your order is in the system will be displayed on the screen. When your order has been dispatched from homechoice, you will be notified by SMS of when you can collect it from the post office and what the parcel number is.
You can monitor your purchase’s progress from order to delivery by logging onto your account.

If I leave something in my basket will it be there later?

Items will remain in your basket for 1 month.

What can I do if there is something in my basket that I no longer want to order?

Simply delete the item and it will no longer be in your basket.

If I add something to my wish list how long will it stay there?

If you have registered with us, your wish list will be saved indefinitely. If you have not, your wish list will be saved for one month.

Deliveries:

Will you deliver to my home?

We offer a home delivery service that covers the majority of urban areas in South Africa. If we do not deliver to your area we will send your order to the Post Office nearest your home. There are certain products, such as furniture, curtain rods, TVs and ironing boards that are only available for home delivery.


Check if you live in a home delivery area now.

How long will it be before I receive my order?

You’ll receive your purchase between 5 days and 6 weeks after ordering. When you see the Order now, expect delivery +4 or +6 weeks message next to an item, it means that there will be a delay of approximately +/-4 or +/-6 weeks before you receive your purchase. Rest assured thought that we’ll contact you if delivery of your order is delayed.

How will I know when my order will be delivered?

You’ll receive an SMS as soon as your order is dispatched to let you know that it’s on its way to you.

If your order is being delivered to the post office, you’ll receive a second SMS 11 days later letting you know that your order is ready for collection. This SMS will also include the tracking number of your order so that you can follow up with the post office yourself if you’d prefer doing so.

If your order is being delivered to your home, a delivery agent will attempt to deliver your goods as soon as they receive them. If you happen to be out at the time, the delivery agent will leave a notification for you to phone and arrange an alternative delivery time.

How much does delivery cost?

Your order will be delivered to your home or nearest post office. There is a 9% delivery fee. Furniture and large appliances have an 11% delivery fee (to a maximum of R850) and assembly fees may apply. Orders from Namibia and Botswana have a delivery fee of 15% of the cash price. Orders from Lesotho and Swaziland have a delivery fee of 25% of the cash price. Zambian orders include additional delivery fees payable to Mercury Couriers. International tax is charged as follows: Namibia – 16.5% of the credit price; Botswana – 12% of the credit price. This amount is payable upfront if paying cash, or will be spread out over the entire payment period on credit purchases.

What happens if I am not at home when you deliver?

The delivery agent will leave a notification at your home for you to contact them and arrange an alternative delivery time.

Do you offer delivery protection?

Yes we do and it’s FREE! Our Delivery Protection covers your order against theft, incorrect delivery and damage. If you experience any problems in this regard - please call us on 0861 466324

Can I pick my order up from you myself?

Homechoice does not have any physical stores, so unfortunately you cannot collect your order yourself.

Online security:

Are my personal details secure online?

Any personal or payment information that we ask you to share with us online, such as your ID number or banking details will be kept 100% safe. We use the best encryption software available to protect your information. Look for the lock icon on the bottom right of homechoice web pages to confirm that you are on an encrypted page and that anything you share will be completely secure.

My account:

What happens if I’ve forgotten my account number?

You can call us on 0861 466324 or e-mail us for assistance on contact@homechoice.co.za.

I’ve moved, how do I update my details?

You can call us on 0861 466324 or e-mail us for assistance on contact@homechoice.co.za.

Can I change my personal information?

You can change your e-mail address, delivery address details and your employment details. Please call us on 0861 466324 and we will gladly assist.

Why should I register?

When you register with us, you’ll be able to:

  1. Place an order and check out
  2. Access your account 24/7:
    • View and edit your personal information.
    • Keep an eye on your orders.
    • If you are a credit account customer you can also check your balance, view how much your next installment is and more.
    • Save your wish list.
  3. Find out how much you can spend on credit.

Will my information be safe?

Rest assured that any information you give to us will be treated with full confidentiality.

Do I only need to go through the credit application steps once?

Yes, you only need to do this once. When you’ve met the requirements of these new laws created for your financial protection, you can use your homechoice account to shop for bedding, cookware, home entertainment, fashion and more – all on easy monthly terms.

Does everybody have to do this?

It all depends on when you last shopped with us and the information we’ve already received from you. Our website or your homechoice agent will guide you step-by-step through everything.

What if I don’t want a credit facility account?

You can choose to rather pay cash, but the only way to enjoy our affordable monthly terms is through a credit facility account.

What interest rate will I be charged if I buy on credit?

The current interest rate is 21% per year. Your interest is a variable yearly interest rate that is linked to the South African repo rate and the formula determined by the National Credit Act, and will go up or down as this rate or formula changes.

Can I pay for part of my order in cash?

No, at this stage you can either pay cash or purchase on your credit account facility, but not both on one order.

Can I find out how much I can spend on credit before making a purchase?

You can find out how much you can spend on credit with us by providing us with certain personal details and giving us permission to contact the credit bureau to establish your credit worthiness. Please be aware that any amount of credit offered to you is subject to our credit approval process at the time of ordering and as a result may change.

How much credit will I be approved for?

The amount of credit that you are approved for will depend on many factors including your current salary and your credit record. Please be aware that any amount of credit offered to you is subject to our credit approval process and as a result may change.

Does homechoice offer an easy payment plan?

Yes. Our payment plan, Choice Credit, offers you smart ways to spread the cost to be able to afford the things you love. You can choose to pay for your purchase over 6 or 16 months. Certain customers may qualify to spread the cost over 24 months. Click here to read more about Choice Credit.

What is the Credit Cost Multiple?

The Credit Cost Multiple shows you how much more you pay in total over the agreed payment term when you buy on Credit and is calculated as the total cost of credit divided by the principle debt for the item ordered.

What is Gross Monthly Income?

Gross monthly income is your income from your main job before any deductions (like tax, UIF or your personal expenses).

What is Net Monthly Income?

Net Monthly Income is the amount that gets paid to you every month after deductions like tax and UIF. Your living expenses and credit repayments should not be taken off your net monthly income.

What is other monthly income?

Other monthly income is any extra monthly income from other sources such as grants, allowances, commission, etc. We need to know all your sources of income in order to perform a complete affordability assessment and qualify you for credit.

What are necessary monthly living expenses?

Necessary monthly living expenses are expenses that you pay for hings like Food, Accommodation, Transport, Medical, Maintenance, Education, Water and Electricity. This amount should not include your credit commitments such as bond, loans, car repayments or store cards.

Why do you need to know my income and expenses?

As a responsible credit provider, HomeChoice adheres to the National Credit Act that was put in place to protect consumers when purchasing something on credit. The National Credit Act includes a set of guidelines that all credit providers must follow to ensure that consumers have the financial means to repay the credit we provide them with. In order to perform this affordability assessment, HomeChoice requires your income and expenses information. The information gathered will only be used by HomeChoice, and it is to help us ensure you have enough disposable income for this purchase and as much as possible for future orders.

Why don’t the monthly installments in my shopping basket reflect that I have used a discount voucher?

When you redeem a discount voucher, the voucher amount is subtracted from your account total as a single payment. Your monthly instalments will remain the same as those you saw when you selected the product, but because the total amount you owe has been reduced by the discount voucher, your account will be paid off faster.

Any more questions?

We’re always here to help. Simply contact a friendly homechoice agent on 0861 466 324 (+27 21 680 1300 outside SA) or email us at and we will be happy to assist.

Customer service

Ordering:

Will you have stock of the items I order?

We do our best to make sure that everything offered on our website is stocked in our warehouse. However there may be times when despite our best efforts, we will be unable to deliver the item you have ordered. If the product you order is not in stock, we will contact you to let you know.

How do I know if my order was placed successfully?

You will receive an SMS and an e-mail notifying you that your order has been captured successfully on our system. You can also log in to your account to view your order and other account details.

How do I return an order?

Most items can be returned to us through the post. Simply enclose the original invoice (make sure you keep a copy) along with any free gifts you may have received and return your order by insured post, to homechoice, Private Bag X28, CapeMail, 8003. Call us on 0861 466324 and we’ll refund your postage.


Certain irregularly shaped or large items such as curtain rods, TVs, ironing boards and most furniture cannot be returned by post. Please call us on 0861 466324 to arrange the return of these items.
Unfortunately our delivery service cannot accept any goods for return. Please call our customer services centre on 0861 466324 to arrange the return of these goods to HomeChoice.

If I leave something in my basket will it be there later?

Items will remain in your basket for 1 month.

What can I do if there is something in my basket that I no longer want to order?

Simply delete the item and it will no longer be in your basket.

What does order now, expect delivery +4 weeks mean?

When you see the Order now, expect delivery +4 weeks message next to an item, it means that you can place an order for that product, but that there will be a delay of +/-4 weeks before you receive your purchase.

What does order now, expect delivery +/-6 weeks mean?

When you see the Order now, expect delivery +6 weeks message next to an item, it means that you can place an order for that product, but that there will be a delay of +/-6 weeks before you receive your purchase.

Deliveries:

How do I ensure that the delivery and assembly of my furniture items goes smoothly?

Please ensure that our delivery staff will have easy access to your home, especially if you live in a flat or security complex. If you do live in a flat and it’s not on the ground floor, it’s important to check that the stairs or a service elevator are easily accessible.


The delivery staff will need ample room to assemble your furniture, so please prepare a space for them. If the furniture has to be assembled outdoors for any reason, please measure the doorways of your home to check that the furniture will fit through them.

Online security:

Will my personal details be sold to others?

We don’t sell any of our customers’ personal details to other parties. However, whenever you place an order with HomeChoice, you will be given the opportunity to opt-in to or opt-out of special offers from select suppliers. You are never under any obligation to opt-in to this marketing.

Can I pay my account off all at once?

You can pay the entire amount that is owing on your account at once, and no penalties will be charged. Please see our Terms and Conditions of Sale, point 13, for further details.

How can I pay my monthly installment?

You have several options for paying your monthly instalment.

  • Pay over the internet (via EFT). There is no payment service fee.
  • Pay at any bank ATM. Register HomeChoice as a beneficiary at your bank, and you’ll be able to pay your account at any bank ATM! There is no payment service fee.
  • Pay by debit order. Call us on 0861 466324 to organise a debit order straight from your bank account. There is no payment service fee. If you live in Lesotho, Namibia or Swaziland call us on +27 21 680 1300 to organise a debit order straight from your bank account. This applies only to major banking institutions and there is no payment service fee.
  • Pay at shops! You can pay your account at Shoprite! You can also pay at Pick n Pay, Foodworld and selected Spar, Score and Boxer stores, or any other store displaying the EasyPay logo. There is a R7.40 payment service fee. If living in Lesotho, Namibia or Swaziland you can pay at Shoprite and Checkers, Post Office, FNB, ABSA, Standard Bank, or any other store displaying the EasyPay logo.
  • Pay at banks or the post office. You’ll be charged a R7.40 payment service fee. If living in Lesotho, Namibia or Swaziland you can pay at banks! You can pay your account via the teller for a minimal payment service fee at any branch FNB or Barclays.

If you live in Lesotho, Namibia or Swaziland you can pay by credit card. Call us on +27 21 680 1300 to organise paying your monthly instalment with your credit card. There is no payment service fee.

What extra products and services do you offer to account holders?

When you buy on account at HomeChoice, you enjoy all these fantastic free HomeChoice Plus benefits:

  • Free account protection up to R2500.
  • Monthly R30 discount stamps.
  • Free delivery protection.
  • Free product replacement protection.

I’ve moved, how do I update my details?

By logging in to your account you can change your address details. You will be sent a One Time Pin via sms (if you have not already had one in the last 30 minutes) so keep your phone handy.

I see how much I owe?

To view your account balance online, simply log in to your account. Alternatively you can call us on 0861 466324.

Do I need to register to have a wish list?

You don’t need to register to have a wish list, however if you are not registered items on your wish list will be cleared after a month.

What happens if my account information is different from what I expect it to be?

In the event that any of your account information appears to be incorrect or different from what you were expecting it to be, please call us on 0861 466324.

What can I do if my account summary appears incorrect?

In the event that your account summary appears to be incorrect or different from what you were expecting it to be, please call us on 0861 466324.

What happens if I receive notification of an order that I didn’t place?

In the event that your account summary appears to be incorrect or different from what you were expecting it to be, please call us on 0861 466324.

Subscriptions

Why don’t the monthly installments in my shopping basket reflect that I have used a discount voucher?

When you redeem a discount voucher, the voucher amount is subtracted from your account total as a single payment. Your monthly instalments will remain the same as those you saw when you selected the product, but because the total amount you owe has been reduced by the discount voucher, your account will be paid off faster.

How do I unsubscribe from the homechoice electronic mailing list?

If you wish to unsubscribe from all electronic marketing from HomeChoice, we recommend that you click on the unsubscribe link that we provide at the bottom of all our e-mails. You can also unsubscribe by calling 0861 466324, e-mailing contact@homechoice.co.za with your request, or selecting the unsubscribe options on one of our order forms and posting it back to us.