Frequently Asked Questions

Frequently Asked Questions

General Online Profile Delivery Technical Training Trade-in Vodacom Contract Upgrade Returns, Exchanges and Refunds Payment methods

General

  • My iPhone has been stolen

    iPhone theft and scams are at an all time high. If you think you've been targeted by either recently, our Contact Centre can assist you in reporting or verifying scams.

    Contact us on 087 057 5500.

    We'll also be able to advise you on what the next steps are you should take.

    For more information on how to look out for any scams.

    Learn more

  • iCare

    Service fees are outlined in the Service Agreement, with payments due within 30 days from the date of invoice.

  • How to unsubscribe or change email preferences
    • Click on the Manage Subscription or Unsubscribe link in the latest email you received from iStore.
    • Wait for the preference centre page to load.
    • Check details on the page as this is what we have in our email system (change anything that is out of date this point if needed)
    • Select the email options you would like or select the unsubscribe option if you no longer wish to receive emails from iStore.
    • Click on the recaptcha to confirm that you are not a robot.
    • Click on update.
    • Once this has been done, it can take up to 48 hours for the changes to take in our system.
  • Store and Product information

    The Service Provider ensures confidentiality of client data and will not disclose information to third parties without consent, unless required by law.

  • Why am I still getting emails after I unsubscribed?
    • It could be that you have more than 1 email address listed in our system. If you continue to receive emails from us, a good way to check what email address we're sending to is to click on the Manage subscriptions link at the bottom of the email and then check what details show on the preference centre page.
    • If they're different to what you unsubscribed before, please unsubscribe this email address to on the page. Remember to click update for the changes to take.
    • Changes may take up to 48 hours to reflect in the system so you may get another email within this time.

Online Profile

Delivery

Click and collect

  • How does Click and Collect work?

    Click and Collect allows you to place an order online, pay for it online and collect it at your closest/chosen iStore. This can only be done when your preferred iStore has stock of the product. Once the order is placed and the payment has been cleared, the order confirmation will be sent to the store. The store will finalise it and you will receive your OTP pin. *Please ensure you use a cellphone number so that you will receive the sms OTP notification.

  • What should I bring to the store when I collect my order?

    Please ensure that you bring your Green barcoded ID book or your Smart ID card, and the person who placed the order should also use the correct ID number when placing the order. Only the person who has placed the order can collect their product.

  • How do I find my one time pin?

    You will get a customer notification once your order is ready for collection. This notification will contain your OTP.

  • How long does the Click and Collect take?

    Orders can be ready for collection within 1 hour, subject to stock availability in your chosen store.

  • Where are your stores located?

    For the full list of stores along with addresses, please click here.

Turnaround time

Technical

  • How do I book a Technical appointment?

    To book your product in to have it evaluated by an iStore technician, please follow the steps below:

    1. Visit iStore.
    2. Select Support in top navigation.
    3. Select Tech Support.
    4. Select Type of booking.
    5. Select Continue.
    6. Select store, date and time (Note - You have to click on store in calendar).

    A confirmation email will be sent to you.

    Please back up all your data before your appointment as the iStore takes no responsibility for data lost during repairs / upgrades, and are not liable for documents that have not been backed up by the owner.

  • What can I book a technical appointment for?

    You can book an appointment for any Apple products.

  • How do I cancel a technical booking?
    1. Visit iStore.
    2. Log into the website and view your profile. Select My Account.
    3. You will see "My Bookings” on the left hand side.
    4. Click on the booking you would like to manage.
    5. Click cancel.
  • Can a technical booking help with setting up my product?

    It can, specify what you’d like assistance with during your booking steps.

  • Can the technical team help me with a back-up?

    Unfortunately not, you will need to back your product up before coming to the store for your appointment.

  • How do I back-up my product before attending my technical appointment?

    How to back up with iCloud:

    1. Ensure your device is connected to a Wi-Fi network. 
    2. In settings tap on your name at the top. Then select iCloud.
    3. Scroll down until you see a back-up option.
    4. Tap on iCloud backup and turn the toggle on (will turn green).
    5. During this process make sure you are still connected to a Wi-Fi network.
    6. To check that your backup has finished go to settings click on your name then click on iCloud. Select storage, click on manage storage and tap on your device, it should tell you when you last backed up.

    How to back up with iTunes:

    1. Ensure your device is connected to your computer and open iTunes.
    2. Click on the device on the top left corner.
    3. Backup to this computer.
    4. After the backup has been made you will see the last time that the backup was done which will be an indication that the backup has been done.
    5. Simply follow the on-screen instructions.
    6. If you want to back up your health and activity data you will need to also select Encrypt your iPhone backup. If you encrypt your backup and forgot the password, it will be a lost backup which means you will not be able to retrieve any data or information. Be careful when using this option.
  • How long will a screen repair take?

    Depending on which store you book it in with, it could be completed within the same day or within 3 days. This depends on stock and slot availability in store. Please check which store can assist you here.

  • How long will a battery replacement take?

    Depending on which store you book it in with, it could be completed within the same day or within 3 days. This depends on stock and slot availability in store. Please check which store can assist you here.

  • Which stores offer same day service for iPhone screen and battery repairs?

    Please check which store can assist you here.

Training

  • How do I book for a training session on the new booking system?

    Please see steps below to make a training booking at the iStores. To book an appointment for training, please follow the steps below:

    • Visit Events .
    • Select Category of training you’d like to receive
    • Select the store closest to you.
    • Select Details on required training.
    • Go on to the final booking. Ensure you are logged in before making the booking in order to better manage your bookings.

    Please note that personal training is charged at R300 per session.

  • Where can I book a training session?

    Visit Events .

Trade-in

  • How does the trade-in process work?

    You can visit iStore to receive an estimate trade-in value for your product.

    It is best to book a technical support appointment on iStore before making your way to the store.

    Bring your product to any iStore nationwide for the technical consultant to review. The consultant will evaluate your product and offer you a value.

    Should you accept the trade in value, you can either apply that value as an instant discount when purchasing a new product or we can issue you a gift card for you to use in the future.

  • Does the trade-in need to be like for like?

    No, you can trade in an iPhone and use the trade-in value towards any purchase from the store. For instance, against the purchase of a new iPad with Apple Pencil.

  • What can I trade-in?

    Just about any Apple Product (excluding accessories) as well as selected Android smartphones and Windows laptops. You can trade-in up to 5 Apple products in a single trade-in transaction. See if you product qualifies for trade in here .

  • Do I need an appointment to do a trade-in?

    You do, please book your appointment here .

  • Contract trade in

    Trade in you current iPhone towards another on contract. You can do this one of a few ways. Firstly, you can trade-in your current iPhone and get the trade-in value as a gift card which can be used against anything in store. Or if you are on Vodacom, you can use the trade-in value to reduce the monthly instalment on your new contract. This is only applicable on selected trade in models. Please check in store for what iPhones qualify.

Vodacom Contract Upgrade

Returns, Exchanges and Refunds

  • What is the refund and exchange policy?
    1. iStore will refund or exchange any online purchases provided:
      • It is unopened, undamaged and unused, with the original labels and stickers still attached;
      • Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable)
      • It is not missing any accessories or parts;
      • and you return the product to us together with the invoice you received from us or you log a return on the Website within 30 (thirty) days of delivery to you or collection by you of the unwanted product. After 30 (thirty) days, you can only return a product if it is defective.
    2. A 20% handling fee will be charged on opened / used purchases. Software products cannot be exchanged or refunded. Products will not be refunded or exchanged due to incompatibility. Please check compatibility information before placing an order. A courier collection fee of R150.00 may be charged on refunds and exchanges. iStore will refund the purchase price of any product within 30 days after you cancel your agreement with iStore.
    3. iStore will give you a refund based on the original payment method used to buy the products.
    4. Refunds can take between 14 working days to process from date that the product is received back at the iStore warehouse.
    5. If you have entered into a contract with a mobile cellular operator for a data package and/or to buy a device, returning a product bought through the iStore website will not cancel your contract with the mobile cellular operator. You will continue to be responsible for that contract and for any charges and fees that are associated with that contract. Your right to return products that you bought through a contract with a mobile cellular operator and your right to cancel are governed by your contract with the mobile cellular operator.
    6. Where you buy services though the iStore website, you agree that iStore can start providing the services before 7 days have passed from the date that you bought the services.
    7. To process a return, please fill in this form - istore.co.za/online-returns

Payment methods

  • Float

    Buy now, Pay way later with zero interest and zero fees. Float allows you to get your purchase today and use the available limit on your credit card to pay in up to 24 interest-free, fee-free monthly instalments.

  • Payflex

    Shop now and pay later with 0% interest. Payflex is a payment method that allows you to pay 25% of the purchase price upfront. Your goods are shipped immediately and you pay the rest over 6-weeks at no additional cost with zero interest and zero fees.

  • Gift cards

    Use in the same way as a credit card. All gift cards are valid for 3 years from date of purchase and cannot be exchanged for cash.

  • Discovery Miles

    Make use of the miles collected through Discovery in store or online.

  • Mobicred

    Online only. Mobicred is an online credit facility that allows you to repay the value of your purchase in 12 monthly instalments. Interest is charged at 22.5% per year. Please note that the annual interest rate may change. If you’re new to Mobicred, you'll need to register on Mobicred's website and complete your application. Once approved, you can come back to to your cart and pay for your items using Mobicred.

    Please Note:

    Your Mobicred application may take up to 2 business days to process and we cannot guarantee that your chosen products will still be available.

  • Pay by Bank

    Make fast, secure payments directly from your bank account. Save your details to pay in one click whenever you come back.

    Capitec Pay

    Make a secure payment from your Capitec account. Use your Capitec ID to confirm the payment in your Capitec banking app or portal.

  • Apple Pay

    Apple Pay is an easy and secure way to pay at iStore in Safari.

VodaPay App

  • VodaPay

    Purchase products from iStore using your digital wallet on the VodaPay app.

Credit Cards

  • In-store

    We accept Visa and MasterCard debit and credit cards. We don’t currently accept maestro or Visa Electron cards. Please check with a sales consultant in store.

  • Online

    We only accept VISA, MasterCard and AMEX credit cards online.

Network contract

Vodacom trade-in

  • How does the Vodacom trade-in offer work?

    Bring in your current iPhone and have it evaluated in store. Once you have a trade-in value, you can select a new/upgraded contract in store. The trade in value will reduce the monthly subscription for a new contract by a specific amount for the duration of the contract you take out that day. For more information click here.

  • May I trade-in an iPhone to reduce the monthly subscription of my current contract?

    Unfortunately not. You may only trade-in an iPhone toward a contract renewal (after 24 months or from the date that an early upgrade is possible) or a new contract altogether. You cannot apply a trade-in to a contract that is in the middle of its term.

MTN trade-in

  • How does the MTN trade-in offer work?

    Bring in your current iPhone and have it evaluated in store. Once you have a trade-in value, you can select a new/upgraded contract in store. The trade in value will reduce the monthly subscription for a new contract by a specific amount for the duration of the contract you take out that day. For more information click here.

  • May I trade-in an iPhone to reduce the monthly subscription of my current contract?

    Unfortunately not. You may only trade-in an iPhone toward a contract renewal (after 24 months or from the date that an early upgrade is possible) or a new contract altogether. You cannot apply a trade-in to a contract that is in the middle of its term.

FNB Payment plan (in-store only)

  • What credit cards may be used for the payment plan?

    Gold, Premier, Private Client and Private Wealth credit cards qualify for this offer. Fusion Cardholders and all Business Cardholders are excluded

  • What documents do I need to bring in?

    None, just bring yourself and your qualifying credit card.

  • What are the budget options available?

    Card options available are 12 and 24 months. Full payment terms Then if you choose to continue payments on a device can exceed this. Please check in store or iStore FNB page for more details.

  • How does it work?

    Once you’ve chosen your qualifying product, you can select either 12 or 24 month budget plan. The amount will first come off of your straight facility and be moved over to budget within 2-5 working days. Please note that the full value of your purchase will reflect against your credit balance and will only become available as instalments are paid each month. For more information, visit iStore FNB page.

Education discounts