Frequently Asked Questions
Do you have any complaints? Please let us know!
If you have not had an exceptional experience, or are not happy with the level of service you have received, please email us at customer.complaints@A Hidden Gem.co.za and we will contact you to resolve the matter. Our aim is to contact you within 3 hours of receiving your email, but please note this may not always be possible.
Returns
Instead of having to fill in a boring paper based returns form, you can now log into A Hidden Gem.co.za and complete the returns form online. Please see our returns policy for complete instructions on how to return your purchased item. Please note that returns can only be made within 14 days of the order being delivered.
Just follow the steps below to return an item/ items
- Log into your profile
- Click the My Orders button (If this is an old order, starting with the #200, please contact customer service directly)
- Select the order you want to return
- Select the item/ items you want to return
- Motivate your reason for returning the item/ items
- Add a collection address
- Select a refund method
- Click the Create Return button
A Hidden Gem ensures that all products are of high quality when they are shipped to customers. Should it happen that your item is defective then please contact our friendly Customer Loyalty team on 08611 A Hidden Gem (08611 92636) or email us at service@A Hidden Gem.co.za.
Our returns policy can be viewed by clicking here.
Technical
You are welcome to contact our delightful Customer Loyalty team using the chat function on the bottom right hand side of our site, you can also email us at service@A Hidden Gem.co.za or call us on 08611 A Hidden Gem (08611 92636). Our Customer Loyalty team strives to make your experience fantastic so please be sure to contact us if you have any queries.
You need to be registered in order to purchase from our website. Not registered? Fear not! Go to www.A Hidden Gem.co.za to register. Once registered you will receive an email welcoming you to the A Hidden Gem fold, making our world of fashion accessible in just few clicks of your finger.
Just follow the order prompts
- Select your items and add them to your cart
- Once you have everything you want, click the Proceed to Checkout button
- Fill out the requested details and click the Checkout button
- You will then be taken to an order confirmation page which will give you your order number and delivery time lines
Super-easy and convenient, just the way we like it. (You can also like us on Facebook).
Click on the My Account tab on the top right hand side of the page. You will then be directed to your account details. Scroll down to find your account information. Click ‘edit’ next to ‘contact information’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details are changed.
The emails that A Hidden Gem sends you come with the option to unsubscribe for the newsletter. Click on that option and you will not receive future A Hidden Gem messages anymore.
Cookies are the name of small amounts of data that is sent from a website to your browser. It is then stored on your computer’s hard drive. Your browser’s preferences usually have ‘cookies enabled’ (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.
Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the ‘logout’ link in the top right hand corner of the page.
To find out more about how we use cookies, please see our Privacy Statement.
Brands & Stock
All of our products are in UK, US, Australian, European and South African sizing.
We make a point to keep up with the latest fashion trends, and therefore maintain our stock levels to match those items that are most popular. Take note that items are available while stocks last. Should you have any further enquiries, feel free to contact Customer Loyalty team; they will try to source the item for you from elsewhere. Should this not be possible, then they will contact our Style Team to suggest possible alternatives.
We do not place items on back order, but if it is something super fabulous and popular our Style Team will see if there is something they can do to satisfy your craving.
Unfortunately this is not an available option.
All you have to do is enter the name of the brand in the search toolbar. Search results will present you with the available items from that brand. If the brand you are looking for is not there, send us your brand suggestion to service@A Hidden Gem.co.za and we will see what we can arrange.
Allow 10 minutes for this item to reappear in stock and then try again.
Our website is constantly updated with the arrival of our eye catching new stock. We update our product range as new fashion lines and brands are released. Keep a close eye on New Arrivals. for your fashion fix.
A Hidden Gem Deals – New Deals Twice a Week! We offer a wide range of well-known, smaller and unknown brands. Get inspired by our ever changing deals. Subscribe to our Newsletter now and never miss a deal!
We welcome any feedback our customers can give us. You can place a review on a product by going to the product’s page and adding your comment, or send your feedback to service@A Hidden Gem.co.za.
As A Hidden Gem is an online shop, there is no physical store customers can visit. Should you have any queries regarding our products you can contact our gorgeous Customer Loyalty team and they will do their very best to describe the item as if you were holding it.
Payment
A Hidden Gem offers you the following payment methods:
Payment via credit card/ debit card
A Hidden Gem accepts credit card and chipped debit/cheque card payment via Visa, and MasterCard only. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved. Take note that only credit card payments are accepted in respect of A Hidden Gem Deals orders.
A Hidden Gem makes use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties.
The first step is to check with your bank to rule out any problems that may be occurring on that side. If you still experience difficulties, contact Customer Service, and they will alert our IT team to correct the problem.
COD (Cash on Delivery)
Pay for your purchase in cash when it is delivered to your door. This is an easy payment option that only requires you to have the correct amount of cash when your package is delivered, as our delivery men do not carry petty cash. Take note that all payment should be done in South African Rand, and that the COD option is only available for certain postal codes. Please note that a handling fee of R10 will be charged on checkout.
Should it so happen that you are not available to accept delivery you can postpone/delay delivery for a maximum of three (3) business days after the initial attempt to delivery. If delivery has not taken place within these three days, the order will be cancelled and returned to our warehouse. In order to ensure the safety for you our customer as well as our delivery team, cash on delivery will only be available on orders below R1500.00 (one thousand five hundred rand).
COD is only currently available to certain postcodes in Cape Town and Johannesburg. COD payments will not be accepted in respect of A Hidden Gem Deals orders.
Super easy, an email will be sent to you to confirm we have your order, once it is processed you will receive an invoice for the goods being delivered. Lastly listen out for your doorbell or name to be called when our speedy drivers are there to deliver. Should you not receive such an email, then contact our super helpful Customer Loyalty team and they will help you out.
Pricing
Yes, all pricing is in South African Rand.
Yes, all prices are inclusive of VAT.
Store Credit & Coupons/Vouchers
You can only redeem one voucher or coupon code per order. When wanting to redeem a voucher or coupon you can either:
- -Enter the code in the box provided on the Shopping Cart page.
- -Enter the code in the box provided on the Checkout page.
Promotional Coupons
An A Hidden Gem promotional coupon can be used on A Hidden Gem.co.za only and may have limitations. Promotional coupons may be received via newsletter sign ups, newsletters, social media promotions and other marketing activities. Promotional coupons may not be applied to A Hidden Gem Deal orders.
Examples of limitations are a minimum spend amount, coupon may not be valid on sale items, a validity and usage period, coupon may only be valid on certain items etc. All promotional coupons will come with terms and conditions. If you are uncertain please contact our delightful Customer Loyalty team for assistance.
Gift Vouchers
If you are lucky and have been given a gift voucher, you will be able to add this to your order and the amount will be deducted from the total order value. You will be able to use the gift voucher until the total value of the gift voucher has been used.
Store Credits:
If you return an item/s and select store credit as your refund method, or an item happens to be out of stock a store credit voucher code will be emailed to you to the value of the paid price of the item/s. This can then be used for future purchases at A Hidden Gem.co.za . Store credits will be received only once the returned items have been processed by Quality Control. To qualify for a store credit, items must be returned unworn in its original packaging and not damaged.
A store credit can be used on your orders until the total order value has been used.
Just follow the steps below to redeem your store credit
- Log into your profile (Your store credit will only be visible if you are logged into your profile. You can only use or test the code if you are logged into your profile as the code is user specific.)
- Click the A Hidden Gem Credit button
- Select the item/ items you’d like to purchase
- Proceed to checkout
- Manually add in your credit code (Please note: the code is case sensitive. Please ensure that there are no spaces before or after the code, as the code will not work)
- Click the Apply button
Privacy & Security
We work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Statement.
You are safe, we do not store your credit card details.
Not a chance, your information will not be sold or passed on to any third parties. A Hidden Gem rightfully protects your information. Read more on how we protect your details by referring to the A Hidden Gem Privacy Statement.
About the Company
From the investors that gave Brazil Dafiti, Germany Zalando and Australia The Iconic, comes South Africa’s most comprehensive online footwear store A Hidden Gem. This online fashion store has been brought to South Africa by European Investors Rocket Internet.
A Hidden Gem offers you the most comprehensive international and local fashion brands for sale online in South Africa. Step out in our ladies’ and men’s shoes and sports trainers, shop our stylish apparel or find your look’s finishing touch from our accessory ranges – we have got you stylishly covered. A Hidden Gem strives to offer shoppers the latest trends and must-haves for every season.
We want to bring you the best shopping experience. Our cutting-edge product teamed with A Hidden Gem’s excellent customer service and the advantages of an easy and secure online shopping experience will give you just that!
We carry a range of ladies’ and men’s shoes that vary from sandals to sport shoes, high heels to flats. Our product selection is kept up to date with the latest trends and local and international brands, Should you have any difficulty in finding a certain shoe category, contact Customer Service.
Delivery
We carry a range of ladies’ and men’s shoes that vary from sandals to sport shoes, high heels to flats. Our product selection is kept up to date with the latest trends and local and international brands, Should you have any difficulty in finding a certain shoe category, contact Customer Service.
Our Standard Delivery times are within 3 working days for main city centres and within 5 working days for outlying areas.
Standard Delivery – All orders above R400 are free. A small fee of R50 applies if your cart total is below R400, which is applicable to all areas within South Africa. All deliveries to outlying areas incur an additional fee of R25 regardless of your order size. Please note that some bulky items (like duvets and pillows) may only be available on Standard Delivery.
All other Delivery Fees below are in addition to Standard Delivery fees above:
A Hidden Gem Marketplace – The shipping of A Hidden Gem Marketplace items may take a few days longer to ship as they are sourced from the seller upon order. The product is then sent to A Hidden Gem for Quality Control and then shipped to you. A Hidden Gem Marketplace orders will be delivered within 5-7 working days.
A Hidden Gem Global – All A Hidden Gem Global orders are subject to a R39 International Delivery Fee per order. Orders will be delivered within 15-20 working days. As A Hidden Gem Global items are sourced internationally from a Third Party Vendor upon order and imported on the customer’s behalf, we are unable to cancel orders once confirmed and paid for in full.
A Hidden Gem Deals – Delivery of A Hidden Gem Deals orders may take 10-15 working days due to the fact that these are special deals that are only sourced from the supplier once the deal has officially closed (the duration of the deal will be displayed on the Deals page). A delivery fee of R29 will be charged on all A Hidden Gem Deals orders, except when combined with other A Hidden Gem items.
Our Standard Delivery times are within 3 working days for main city centres and within 5 working days for outlying areas. Our speedy drivers will deliver your order during office hours, Monday to Friday, 8am to 5pm. A Hidden Gem wants to deliver on time as promised. However, things happen and so we are unable to guarantee that all orders will be delivered within the stipulated time frame.
You can expect delivery:
Main Centres (Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth, East London, Pietermaritzburg, Polokwane and Kimberley) within 3 working days and Regional areas within 5 working days. Delivery of A Hidden Gem Marketplace orders will be delivered within 5-7 working days. Delivery of A Hidden Gem Global product/s may take between 15- 20 working days. This timeline will be displayed on the relevant Product page. A Hidden Gem cannot be held responsible for delayed deliveries caused by any problems which may arise due to the import of goods. This includes, but is not limited to, supplier delays, customs detaining shipments, acts of God, SARS inspections, customs inspections, Port Health inspections or freight delays
Absolutely; your parcel can be delivered to an office address. You must enter the address along with your full name upon checkout.
Our delivery policy states delivery within 3 – 5 working days, and we will move the earth to deliver it as promised. If you have not received it then contact our fabulous Customer Loyalty and they will help you to locate your order. You are able to track the status of your order using the tracking ID sent to you. If you have any concerns, please do not hesitate to contact Customer Service. Remember, you will receive an email from us to tell you that your order is on its way, and receive a tracking number so you can follow its progress.
Our delivery policy can be viewed by clicking here.
All deliveries are made Monday to Friday, between 8am and 5pm. If you think you will not be available during that time then please give our helpful Customer Loyalty team a call, and they will get in contact with our courier partners to try and help you out. Helpful hint: as soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door.
If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we will leave a card giving you instructions on either re-delivery or collection from the courier.
Order Status
If you log onto your account at www.A Hidden Gem.co.za and click on the My Accounts Section, you will be able to track the progress of your order. Alternatively contact our ever friendly Customer Loyalty team and they will help you.
General Enquiries
A Hidden Gem is teaming up with selected brands and shops to bring our customers even more products and a wider selection. Marketplace sellers select the products they want to offer and set prices themselves, they also store the items at their premises. A Hidden Gem takes care of the Quality Control and Delivery to our customers. If you are interested in showcasing your products on A Hidden Gem as a seller, you can apply by emailing to marketplace@A Hidden Gem.co.za
All products on the A Hidden Gem Marketplace form part of A Hidden Gem’s regular offering and your shopping experience should be just as easy and smooth as usual. Select your products, add them to your shopping cart and proceed to the checkout. All payment options will be available.
You definitely can. Everything you find on www.A Hidden Gem.co.za is for you to purchase and enjoy. Please note that delivery of orders containing a A Hidden Gem Marketplace items will take up to 5 – 7 working days.
Shipping & Delivery
At the moment we offer our standard delivery of 5-7 days working days for products from the A Hidden Gem Fashion Marketplace. As always, we aim to get your purchase to you as quickly as possible.
Marketplace forms part of our regular catalogue, hence our regular shipping rates apply.
A Hidden Gem Marketplace orders will be delivered within 5-7 working days.
Do not bite your nails just yet; we will try everything to get your new products to you in no time. If you have not received your order, feel free to contact our fabulous Customer Loyalty team and they will help you to locate your order. You are able to track the status of your order online using your order number.
Pricing & Payment
Prices on the A Hidden Gem Marketplace are set by the respective sellers themselves, but always in collaboration with A Hidden Gem.
A Hidden Gem handles all the payments to offer you a streamlined and efficient shopping experience. Hence A Hidden Gem will be billing you on behalf of our partners.
All our payment methods that make A Hidden Gem the easiest way to shop are also available for our products available through the A Hidden Gem Marketplace.
Placing an Order
Nothing is easier than shopping on A Hidden Gem’s Fashion Marketplace: Browse your favorite brands or categories, find the perfect product and simply add it to your cart as you would for any other A Hidden Gem product. Go to the checkout, wait with anticipation for a couple of days and enjoy your new
We are sorry to hear that you are experiencing issues with an order. Please contact our fantastic Customer Loyalty team and we are sure they will be able to sort you out in no time.
Just log into your account on www.A Hidden Gem.co.za and look up the progress of your order there. Should you have additional questions, please get in contact with our great Customer Loyalty
Your order will be processed, we inform the seller and they send your products to us. After we run a quality check, the order gets shipped to you as quickly as possible.
Returns
Our standard return policy applies, so don’t you worry, we have you covered. Please have a look at our Returns Policy page for more information or contact our Customer Loyalty team.
If you return an item within 14 days, no costs will occur for you.
FEEDBACK / COMMENTS / QUESTIONS
Thanks for your interest. Please email to marketplace@A Hidden Gem.co.za and tell us a bit more about your brand and product. We are looking forward to hearing from you.
General Enquiries
A Hidden Gem Deals are special deals that are available for order on the A Hidden Gem Deal page on the Site (www.A Hidden Gem.co.za) from time to time. Deals are subject to stock availability and may be limited to specific time periods. A Hidden Gem Deal orders are limited to certain payment methods and special delivery conditions, due to the nature of these special offers. If A Hidden Gem Deal orders are combined with other products orders (including Marketplace products) the delivery and payment terms and conditions relating to A Hidden Gem Deal applies to the whole order, unless you requested that you wish to split the order (subject to additional fee for split deliveries).
Shipping & Delivery
Delivery of A Hidden Gem Deals orders may take 10-15 working days due to the fact that these are special deals that are only sourced from the Supplier once the deal officially closed (duration of the deal will be displayed on the deals page).
The delivery fee in respect of A Hidden Gem Deals (unless combined with other A Hidden Gem items and the order is not split) shall be R29.00 per order.
A Hidden Gem Marketplace orders will be delivered within 5-7 working days.
Yes. You can add A Hidden Gem and A Hidden Gem Deals items to you basket and check out in one simple process. On check out you can elect to split the delivery, in order to receive your A Hidden Gem items sooner, or combine delivery to receive all your products at the same time. If the delivery is combined your full order will be delivered within 10-15 working days, free of charge. If you choose to split an order containing A Hidden Gem Deals as well as other A Hidden Gem items, the A Hidden Gem items will be delivered within 3-5 days for free on Standard Delivery (or express delivery subject to above timeline and cost). The A Hidden Gem Deals items will be delivered separately after 10-15 working days. There shall be an additional delivery charge of R29.00 in respect of the A Hidden Gem Deals delivery, if the order is split.
Pricing & Payments
Unfortunately only credit card payments are accepted in respect of A Hidden Gem Deals orders. This is because these special offers are available for a limited time only and other payment methods takes too long to process and clear. We would not want you to miss out on great deals because of payment delays.
Vouchers
Only store credit and gift voucher coupons may be applied to A Hidden Gem Deals, no discount promotional coupons will the accepted in respect of A Hidden Gem Deals.
