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FAQ
FAQs
Common Questions
Quick answers to questions you may have.
What is Desnic Sports?
Desnic Sports is a South African sports retailer offering sportswear, footwear, equipment, accessories and teamwear for schools, clubs, athletes and active lifestyles.
Where is Desnic Sports located?
Our store is located at Urban Corner, Shop 8B, C/O Waterworks and Jacobus Smith Street, Kimberley.
Do you have a physical store?
Yes. Desnic Sports has a physical retail store in Kimberley, and we also offer online shopping through desnicsports.co.za.
Do you sell online across South Africa?
Yes. We offer online shopping and delivery within South Africa, subject to courier coverage and stock availability.
What products do you sell?
We stock a wide range of sporting goods, including:
- footwear
- apparel
- sports equipment
- accessories
- training gear
- teamwear
- selected premium brands across multiple sports
Which sports do you cater for?
We cater for a broad range of sports, including rugby, cricket, soccer, netball, tennis, hockey, golf, running, training and fitness, school sport and more.
Do you stock well-known brands?
Yes. Desnic Sports stocks recognised sports brands across footwear, apparel and equipment categories, subject to stock availability.
Orders
How do I place an order online?
Browse the website, add your products to cart, proceed to checkout, complete your delivery and payment details, and submit your order.
Can I place an order without creating an account?
If guest checkout is enabled on the website, you may place an order without creating an account. If not, you will need to register to complete your purchase.
How will I know if my order was successful?
Once your order has been placed successfully, you should receive an order confirmation by email.
When is an order confirmed?
Submitting an order does not automatically mean the sale is final. Orders are confirmed once payment is verified and the order is accepted and processed by Desnic Sports.
Can Desnic Sports cancel an order?
Yes. In limited cases, we may cancel or decline an order, for example if:
- stock is unavailable
- there is an obvious pricing or product error
- payment cannot be verified
- the order appears suspicious or fraudulent
- the delivery address cannot be serviced
If an order is cancelled after payment, any approved refund will be processed in line with our policies and applicable law.
Can I change or cancel my order after placing it?
We cannot guarantee changes or cancellations once an order has been submitted. If the order has not yet been processed or dispatched, we may be able to assist. Contact us as soon as possible.
Can I reserve stock by adding it to my cart?
No. Adding an item to your cart does not reserve stock.
Payments
What payment methods do you accept?
The payment methods available will be displayed at checkout and may change from time to time.
Is online payment secure?
We use third-party payment service providers to process online payments. Payment information is handled through secure checkout systems.
Do you offer account payments or credit?
Unless expressly stated otherwise, all online orders must be paid in full before dispatch or collection.
Can I pay in store?
If the product is available in store and in-store payment is supported for that transaction, our staff will assist you. Online orders may still need to follow the online process depending on the item and stock location.
Delivery and Shipping
Do you deliver nationwide?
We deliver within South Africa where courier coverage is available.
Which courier service do you use?
Desnic Sports uses Bob Go as its shipping platform, which connects us to courier partners depending on destination, parcel size and service availability.
How long does delivery take?
Delivery times depend on your location, stock availability and courier service. Estimated delivery times are provided as a guide only and are not guaranteed.
How much does delivery cost?
Shipping costs are calculated based on factors such as destination, parcel size, weight and the selected service. The final delivery cost will be shown at checkout where applicable.
Do you offer free shipping?
Free shipping may be offered on selected promotions or thresholds, where stated on the website. Such offers may exclude oversized items, bulk orders, remote areas or special-order products.
Can I track my order?
Yes. If tracking is available for your shipment, tracking details will be sent once your order has been dispatched.
What happens if my parcel is delayed?
Courier timelines are estimates. Delays can happen due to weather, public holidays, courier backlogs, remote delivery areas, access restrictions or other factors outside our control. Contact us if your parcel is significantly delayed and we will assist with an update.
What if I entered the wrong delivery address?
Please contact us immediately. If the order has not yet been processed, we may be able to update it. If the parcel has already been booked or dispatched, changes may no longer be possible and extra charges may apply.
What happens if nobody is available to receive my parcel?
The courier may attempt re-delivery, contact you, hold the parcel briefly, or return it to sender depending on the service used. Additional delivery or handling charges may apply if the failed delivery was caused by incorrect details or non-availability.
Do you deliver to P.O. Boxes?
No. Courier deliveries generally require a valid physical street address.
Can I collect my order instead of having it delivered?
If click and collect or store collection is enabled for your order, that option will be shown at checkout or communicated during the order process.
How do I collect an order?
Only collect once you have received confirmation that your order is ready. You may be asked to provide proof of purchase and identification.
Products and Stock
Are all products on the website always in stock?
We deliver within South Africa where courier coverage is available.
What if an item I ordered is out of stock?
Desnic Sports uses Bob Go as its shipping platform, which connects us to courier partners depending on destination, parcel size and service availability.
Do product images always match exactly?
Delivery times depend on your location, stock availability and courier service. Estimated delivery times are provided as a guide only and are not guaranteed.
How do I choose the correct size?
Shipping costs are calculated based on factors such as destination, parcel size, weight and the selected service. The final delivery cost will be shown at checkout where applicable.
What if I ordered the wrong size or colour?
Free shipping may be offered on selected promotions or thresholds, where stated on the website. Such offers may exclude oversized items, bulk orders, remote areas or special-order products.
Do you sell genuine products?
Yes. If tracking is available for your shipment, tracking details will be sent once your order has been dispatched.
Can product prices or information change?
Courier timelines are estimates. Delays can happen due to weather, public holidays, courier backlogs, remote delivery areas, access restrictions or other factors outside our control. Contact us if your parcel is significantly delayed and we will assist with an update.
Products and Stock
Are all products on the website always in stock?
No. Some products are on backorder. Product availability may change without notice due to in-store sales, supplier delays, stock updates or demand.
What if an item I ordered is out of stock?
If an item becomes unavailable after your order is placed, we may contact you to offer an alternative, partial fulfilment, or a refund for the affected item.
Do product images always match exactly?
We do our best to display products accurately, but colours, packaging, graphics and small design details may vary slightly depending on the manufacturer, batch or screen settings.
How do I choose the correct size?
Use the size information on the product page where available. If you are unsure, contact us before ordering. Choosing the correct size remains the customer’s responsibility.
What if I ordered the wrong size or colour?
If the item is non-defective and eligible for return, any exchange or return will be handled in line with our Returns Policy. The item must generally be unused and in resaleable condition.
Do you sell genuine products?
Yes. Desnic Sports aims to supply genuine sports products sourced through approved channels and suppliers.
Can product prices or information change?
Yes. Prices, product descriptions, specifications, availability, promotions and images may change without notice. Desnic Sports reserves the right to correct errors before dispatch or fulfilment, subject to applicable law.
Returns, Refunds and Exchanges
Do you accept returns?
Yes, subject to our Returns, Refunds and Exchanges Policy and applicable South African law.
Can I return an item if I change my mind?
In some cases, yes. Desnic Sports may allow a discretionary return for non-defective goods within the stated period, provided the item is unused, unworn, in original condition and otherwise meets the return requirements.
How many days do I have to return an item?
As a general business guideline, non-defective items may be considered for return within 7 days, depending on the condition of the product and the reason for return. Legal rights for defective goods or qualifying online cooling-off returns may differ.
Can I return sale or promotional items?
As a business rule, sale, promotional and end-of-range items are not eligible for discretionary return because of change of mind or incorrect selection, unless the law requires otherwise.
What condition must returned goods be in?
Returned goods must generally be:
- unused
- unworn
- unwashed
- in original packaging where applicable
- complete with tags, accessories and inserts
- in resaleable condition
Can I return a defective product?
Yes. If a product is defective and your claim is valid under applicable law, you may be entitled to a repair, replacement or refund.
What if I received the wrong item or a damaged item?
Please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and clear photos. We will investigate and assist in line with our policy.
Who pays for return shipping?
That depends on the reason for the return. If the product is defective or we sent the wrong item, return costs may be covered by Desnic Sports. If the return is due to change of mind, incorrect size selected or similar reasons, the direct return cost will usually be for the customer’s account unless the law provides otherwise.
How long do refunds take?
Refund timing depends on the reason for the refund, the payment method used and whether the returned goods have been received and approved. Approved refunds are processed within a reasonable time and in accordance with applicable law.
Will I get cash back for an in-store return?
Refunds are generally processed back to the original payment method where possible, subject to the nature of the transaction, proof of purchase and applicable law.
Can I exchange an item instead of getting a refund?
Yes, if the item is eligible and replacement stock is available. If the replacement item costs more, you will need to pay the difference.
Are personalised or teamwear items returnable?
No, not for discretionary return purposes. Custom, branded, embroidered, printed or special-order items are generally not returnable unless defective or where required by law.
Are hygiene-sensitive items returnable?
Hygiene-sensitive products are not eligible for return, unless defective or where required by law.
Promotions, Coupons and Specials
Can I use more than one discount code?
Yes, subject to our Returns, Refunds and Exchanges Policy and applicable South African law.
Do specials apply while stock lasts?
Yes. Promotions and specials are subject to stock availability and may be limited by date, quantity, customer or product type.
What happens if a product was advertised at the wrong price?
Desnic Sports reserves the right to correct obvious pricing, import, feed, promotional or technical errors before dispatch or fulfilment, subject to applicable law.
Can a promotion be changed or withdrawn?
Yes. Promotions may be amended, corrected, extended or withdrawn where necessary, provided this is done lawfully.
Teamwear, Schools and Special Orders
Do you supply schools, clubs and teams?
Yes. Desnic Sports can assist with teamwear, school sport gear and selected bulk or custom orders.
Can I place a bulk order?
Yes. Contact us directly for school, club, corporate or teamwear bulk orders.
Can you brand or personalise products?
Selected products may be available for branding, embroidery, printing or custom supply, depending on the product and quantity.
Can special-order items be cancelled or returned?
Once procurement, branding, printing or production has started, special-order and personalised goods are generally not cancellable or returnable unless required by law.
Accounts, Website and Privacy
Do I need an account to shop?
Not always. This depends on whether guest checkout is enabled on the website.
What should I do if I forget my password?
Use the password reset option on the login page, or contact us if you need help.
How is my personal information used?
Your personal information is handled in line with our Privacy & Cookies Policy and applicable South African law.
Does the website use cookies?
Yes. The website may use cookies and similar technologies for functionality, analytics, marketing and performance.
Can I opt out of marketing emails?
Yes. You can unsubscribe using the link in the email or contact us directly.
Product Support and Queries
Can you help me choose the right product?
Yes. We can assist with general product guidance to help you choose gear suited to your sport, level and intended use.
Do you guarantee that a product will suit my exact needs?
We provide general product guidance,
Can you source products not listed on the website?
In some cases, yes. Contact us and we can advise whether a special order or supplier request is possible.
Contact and Support
How can I contact Desnic Sports?
You can contact us using the details below:
Desnic Sports
Urban Corner, Shop 8B, C/O Waterworks and Jacobus Smith Street, Kimberley
Email: info@desnicsports.co.za
Telephone: +27 53 831 1263
Website: desnicsports.co.za
What are your trading hours?
Trading hours should be checked on the website, Google Business Profile or by contacting the store directly, as these may change from time to time.
What should I include when contacting support about an order?
Please include:
- your order number
- your full name
- the product name
- a short description of the issue
- photos, if the issue relates to damage, defect or incorrect items
What if I have a complaint?
Please contact us first so we can try to resolve the matter. If a consumer complaint is not resolved internally, you may have the right to refer it to the appropriate ombud or authority, depending on the nature of the issue.
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