Logins and Registrations
Q. I have been trying to logon to my online profile, but I haven’t been able to.
A. We have changed our logins to a Single Sign On (SSO) system where you can use one login to access all our platforms. You can go on to our website and click Sign In/Register to create an account.
Q. How do I link my Dis-Chem Benefit Card to my profile?
A.You need to ensure that the e-mail address and cell phone number you used to register your online shopping profile matches with the one linked to your Dis-Chem Benefit card. Your Benefit points balance will pull through automatically and will display upon login. Please contact the Careline on 0860 347 243 to check the status of your benefits profile.
Products and Stock
Q. Why am I not getting a Click & Collect option?
A. Not all products can be collected due to the nature of the product. You may have a product in your shopping cart that is for delivery only. If you want to collect your order, then the delivery only item will need to be removed from your shopping basket. Or you can opt to have delivery items to be delivered and collection items can be collected at the store of your choice.
Q. Why am I not getting a delivery option?
A. Not all products can be delivered due to the nature of the product. You may have a product in your shopping basket that is for Collection only i.e. Glassware. If you want your order delivered, then the Collection only item will need to be removed from your shopping basket. . Or you can opt to have delivery items to be delivered and collection items can be collected at the store of your choice.
Q. A promotion states that I can buy 1 product and get another 1 Free. How do I go about getting a free item?
A.You will need to add both products on your cart in order to qualify for the promotion.
NB! Look for the promotional prompts in your basket to confirm qualification of deal.
Q. Why am I unable to add more than 6 deals of the same product into my shopping cart?
A.Offers are limited to 6 x same product offer per purchase.
Payments and Refunds
Q. I paid using my Benefit points and Credit Card, the system froze and my points are gone.
A.You will need to send an email to [email protected] or call our Careline on 0860 347 243 and request that your points be reinstated. Points are usually refunded within 24 hours but please allow for additional time during peak periods i.e. Black Friday promotion.
Q. I paid using my Discovery Miles and Benefit points, the order is not successful, but my Discovery Miles have not been reversed.
A.Discovery reserves all Discovery Miles. If your Discovery Miles have not been automatically reversed after 24 hours, please kindly contact Discovery on 0860 99 88 77.
Q. How long does it take for a refund to reflect back into my bank account?
A.Depending on your original payment method and your bank’s processing time. It may take anything from 3 to 14 working days.
Q. Can I redeem a Gift Card online?
A. Virtual Gift Cards (Wicodes) can be used both online and in store. Unfortunately, physical (store bought) Gift Card cannot be redeemed online.
Q. How do I redeem Discovery Vitality Rewards/Momentum vouchers online?
A.You need to select “Apply Gift Card” on the Payment Method page. Enter the Discovery Vitality Rewards/Momentum voucher code and click “Apply”.
Q. Can I buy medication online using my medical aid?
A.Unfortunately, you are not able to pay for medication online using your medical aid card. That is an option only available in store.
Q. I was trying to place an order and the payment page went blank/froze after entering a one-time-pin (OTP) in.
A.It may happen that from time to time banking service providers experience technical difficulties on certain payment gateways because of enhancements. As a result you may experience this issue. Please wait a while and try again after an hour. Should you have applied Dis-Chem Benefit points, please send an email to [email protected] or call our Careline on 0860 347 243 and request that your points be reinstated.
Delivery
Q. How do I check my order status?
A. You need to log on to your profile and go to “My Account”. Click on “My Orders”, select the order you need status for. You will then be able to track your order status. If you have a delivery order you will be sent a tracking link via a SMS as soon as has been dispatched. We make use of the following delivery service:
- Third party courier (RAM, Dawn Wing, Pargo)
Q. Why am I being charged a R 150.00 Non-Metropolitan area delivery fee?
A. Delivery is free in main metropolitan areas for orders above R600. Orders under R600 are charged at a flat rate of R35 per delivery. For regional and remote areas a minimum of R150 will apply per delivery.
If you fall into these areas, please expect a longer lead time on your order as it requires couriers to travel further to get to you.
Q. When will my order be delivered?
A.We strive to deliver your order as quickly as possible. Most orders are delivered within 3 days. Deliveries to remote areas may take a little longer due to our courier partners not frequenting those areas as often as others.
Q. What is my waybill number?
A. You will receive your waybill number and a tracking link via SMS or email once the fulfilment centre hands your order over to our Delivery partner.
Q. Why is my order not fulfilled by a Dis-Chem close to me?
A.We have 82 designated fulfilment centres at stores across the country responsible for the fulfilment of delivery orders. Your closest may not be set up for processing these orders and hence your order is processed from another store in your region.
Q. I forgot to add few items to my delivery order, is it possible to add them?
A.You cannot add items to an existing order. However, you can place a new order that can be fulfilled separately.
Q. The wrong item was delivered to me; how do I change it?
A.You are welcome to take it back to your nearest Dis-Chem Store. Please ensure that you have your till slip/Online Invoice available when returning the product. Should you live far away from a Dis-Chem store, we can arrange for a courier to collect the incorrect item provided it is still in its original packaging.
Q. Can I change my order from Delivery order to Collection?
A.You may change your Delivery order to Collection only when you opt to collect from the store that your order was allocated to.
