Frequently Asked Questions (For Information Purposes Only)

• GENERAL

What are Makro's opening and closing times?

Makro is open 24/7 online. You can check our trading hours for the opening and closing times of your nearest store here: beta.makro.co.za/pages/store-finder

Is Makro open on Public Holidays?

Yes, our stores are open on public holidays and 24/7 online. You can check our trading hours for the opening and closing times of your nearest store here: beta.makro.co.za/pages/store-finder

Makro is closed on Good Friday, Christmas Day and New Year's Day.

How do I get a new Makro card

To get a Makro card, simply create an online profile. A card number will be allocated to you and can be found under "Profile". Alternatively, visit us in store to get a physical card.

• ONLINE SHOPPING

Do I need my Makro card to shop online

No, once you have created an online profile, a Makro card is automatically assigned to you. Your Makro card number can be viewed in your profile.

I already have a Makro card, can I add it to my online profile when signing up?

When registering, use the same email linked to your Makro card and we will link it for you.

I have lost my Makro Card. How do I look up my Makro card number?

Log into your online profile and navigate to "Profile". Your Makro card number will be visible at the top of your profile details.

How can I see how much stock is available on the website?

You're unable to see how much stock is available, however, if we're low on stock, it will be visible on the website.

Can Makro guarantee stock?

No, stock cannot be guaranteed, and all Products are subject to availability.

Can I purchase Makro Gift Cards online?

For now, you can’t purchase Makro Gift Cards online. It’s something we’re working on. Gift Cards are available in-store for use in-store only.

• ORDERS

Where do I find my previous orders?

Recent orders will be visible in the Orders tab on your profile. Orders older than 6 months can be found under "past orders" on the My orders page. If you can’t find an order, contact the Makro Contact Centre on 086 060 0999.

Why has my order been split?

Your order was split because it included Products from different sellers. Each seller ships their Products separately. Some Products can also be sourced from different stores and /or distribution centres to ensure you receive your entire order.

Why are Products from my order missing?

"Double-check your order details, your order might have been split. Alternatively, Products may have been cancelled due to stock or technical issues. If this is not the case, please WhatsApp us on +27 60 019 7747, alternatively, call us on 086 060 0999 or email makroOnline.support@makro.co.za.

Why has Makro cancelled my order?

Your order may have been cancelled because the product went out of stock or there were multiple failed delivery attempts or an inadvertent pricing error occurred, or we had a technical issue while processing your order.

Can I order from another country for delivery in South Africa?

Makro does not actively market outside South Africa. However, the system will only allow you to place an order from outside the country if the delivery address is in South Africa and a South African mobile number is used at checkout.

How do I change my delivery address?

"You can either change your delivery address under your profile information or send us a WhatsApp if you've already placed an order and need to change the delivery details. If an order has already been processed and dispatched, it may not be possible to change the delivery address for that order and any change, if made, may impact our delivery times. WhatsApp us on +27 60 019 7747, alternatively, call us on 086 060 0999 or email makroOnline.support@makro.co.za

• PAYMENTS

Does Makro support loyalty programmes?

You can spend your Standard Bank Ucount rewards, Amex Rewards, Diners Rewards, Absa Rewards, Nedbank Greenbucks and Discovery Miles at Makro, online and in store.

What payment types does Makro accept?

Accepted payment methods for online purchases only:

• Card Associations: Visa, Mastercard, AMEX, Diners (Debit and Credit Cards)
• Rewards: UCount Rewards, Amex Rewards, Diners Rewards, Absa Rewards, Discovery Miles Rewards, Nedbank Greenback (Shop) Card
• Instant EFT
• Capitec Pay
• Makro Credit - Powered by RCS*
• RCS*
• Payflex
• Mobicred

Accepted payment methods for in-store purchases only:

• Cash
• Trade Account
• Card Associations: Visa, Mastercard, AMEX, Diners, Union Pay (Debit and Credit Cards)
• Rewards: UCount Rewards, Amex Rewards, Diners Rewards, Absa Rewards, Discovery Miles Rewards, Nedbank Greenback (Shop) Card
• Buy-Aids (Iemas, Cape Consumers, Pretorium Trust, Samba, Koopkrag)
• QR Code: Standard Bank, Absa, Nedbank, Capitec, FNB Banking Apps, Telkom Pay, VodaPay, Spot Money
• Tap to Pay: Samsung Pay, Google Pay, Apple Pay, Garmin Pay, Fitbit Pay
• Buy-now-pay-later: PayJoy (Cellular), PayJustNow
• B2B Financing: Retail Capital
• Makro Gift Cards and SMS Vouchers
• RCS*: Makro Store Card, General Purpose
• B2B Cashless Payments: Shop2Shop, Kazang, Thrive

*What is RCS?

RCS is a registered Credit and authorised Financial Services Provider. NCRCP 38/FSP 44481 that powers selected payment options at Makro.

Does Makro offer pensioners discounts?

Yes, every day is pensioners day at Makro. Customers who are 60 years and older get exclusive discounts of 10% on general merchandise and up to 5% on food. Shop online and have your discount applied automatically or alternatively present your mPensioners card in store to qualify for the discount. Discounts are subject to our terms and conditions and cannot be applied in conjunction with already marked down products, promotion products and other Campaigns.

• DELIVERY & PICKUP

Does Makro deliver?

Yes, Makro offers delivery. Orders over R500 qualify for free delivery, while a R50 delivery fee applies to orders under R500.

How long will it take before I receive my delivery?

Delivery timelines differ and will be visible on our product pages and at checkout depending on your location. Delivery normally takes between 2-7 working days, depending on the type of product and where it is being sourced. During peak seasons, our delivery times may vary.

What if my purchase is too big and cannot fit through the door or entrance?

Our delivery service is not authorised to modify or tamper with your purchase or residence. They are instructed to leave the product in a safe area on your property or it will be returned to Makro. Makro will not be liable for any damages if you have instructed the delivery company to modify, tamper or force your order through your entrance or premise.

My order has not arrived within the delivery time, what do I do?

WhatsApp us on +27 60 019 7747 or call us on 0860 600 999 or email makroOnline.support@makro.co.za and we'll be happy to assist you.

• RETURNS

How will you sort out repairs under warranty?

For products purchased online, log a return in the My Orders section on your profile and we’ll collect the product for assessment.

Products that are purchased online, but also available in a Makro store can either be returned online or dropped off at your nearest store for assessment and we’ll either repair, replace or process a refund based on the issue.

Products that are sold by third party suppliers (available online only) must be returned online only. For these products, we’re only able to process refunds. Replacements or repairs are currently not available for online only products.

Can I return online purchases?

Yes, subject to our Refund and Return Policy. Simply log your return and we will arrange for collection and assessment.

My Products were delivered broken. What do I do?

If your product arrives damaged, you have 14 days to log a return. The product must be returned in an unused condition and in its original packaging. A refund will be processed and could take up to 14 days to reflect in your account from the date the refund is approved.

The Product I purchased online is not suitable or it's the incorrect Product. What do I do?

Subject to our Refund and Returns Policy, if you purchased a Product, you have 14 days to return it in an used condition and in its original packaging and we will happily refund you. Refunds could take up to 14 days to reflect in your account from the date the refund is approved.

How can I get an appliance repaired that is out of warranty?

If you purchased a product from Makro and the product is no longer under warranty and an extended warranty was not purchased, you will be liable for the cost of repairs should you wish to repair your product through Makro. Makro will provide you with a quotation for the costs of repairs. For products sold by sellers, Makro can facilitate your request to a seller who is active on our Platform in order for the seller to communicate further and process your request directly.

• TV LICENCES

Do I need a television licence?

To purchase a TV, for personal use, you or someone in your household, by law, should have a valid TV licence.

I do not have my television licence on hand. Can I still buy online?

Yes, all we require is the TV licence holders ID number.

Can I renew my TV licence at Makro?

If you're purchasing a TV online, you're able to renew your TV licence online. However, you can renew or pay your TV licence without purchasing a TV at our Money Centre in-store.

Can I purchase or renew my TV licence at Makro without buying a television?

Yes, you can purchase or renew your TV licence at any Makro store without purchasing a TV. We do not offer this functionality online independently from purchasing a TV online.

• BILL PAYMENTS

What is an EasyPay number?

EasyPay is a free, independent service that facilitates the payment of accounts such as television licences, utilities traffic fines, etc. To make use of this service you need to register an account with easypay.co.za and link your SABC licence to this service. Subsequently a number starting with ‘92’ will be allocated to you.