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Frequently Asked Questions


Need help?

 


Call us on 0861 888 009 or mail online.support@makro.co.zaOur operating hours are 8AM-6PM (Monday to Saturday) and 9AM-4PM (Sundays and public holiday). 

 
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What do I need to shop online?

Not much at all. Like everything at Makro, we’ve kept things really simple:

  1. You need to be 18 years or older and have a valid email address.
  2. If you already have a Makro Card, we’ll verify your details and have you shopping in no time at all. If you don’t have a Makro Card, don’t worry, we’ll generate a number for you.
  3. Let us know if you’re registering as a business or an individual so that we can provide you with the most relevant deals and information.
Please get in touch if you have any problems or questions by calling us on either 0860 300 999 or 0860 600 999.

Is online shopping safe?

At Makro, we take security very seriously, in our stores and especially online. Rest assured that we’ve taken every precaution, using the latest security technology to ensure your personal details are safe and secure with us. All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we partner with a leading South African payment processor. We also insist that all credit card payments use 3D Secure processes (such as MasterCard’s SecureCode and Verified by Visa) so you will be prompted for a one-time PIN when purchasing to prevent you from fraudulent transactions. In short, this means that we’ve done everything we can to ensure that your details are always safe and secure.

What forms of payment do you accept online?

At this stage we accept

  1. Credit cards: South African MasterCard and Visa credit cards that are 3D Secure enabled.
  2. FNB eBucks
  3. Electronic Funds Transfer from South African banks. Note that we will only start processing your order once payment has been verified.
  4. Makro Trade Debtor accounts

What is 3D secure?

3D Secure is an initiative by Visa and MasterCard to add an extra level of security when using your credit card online. A 3D Secure-enabled credit card will require the entry of a one-time PIN before your order can be placed. If you have never set your credit card up for 3D Secure one-time PINs, your bank will automatically take you through the process the first time you try and pay.

What is a Makro Locker?

A Makro locker is a convenient and safe compartment that will accept your delivery provided it meets the locker size.

Can I split the delivery?

Sometimes, orders will be automatically split based on the available fulfilment method per item. If you select locker-delivery, but not all items in your trolley meet the requirements of a locker, an alternative delivery method will be suggested.

You can choose not to split your order, and rather selected one preferred method of fulfilment that applies to all items in the trolley

Items sold by third party sellers/ online exclusives cannot be collected in-store or from pick-up lockers – these are only available for delivery directly to you.

How do I change my order?

Please contact our Online Customer Support Centre on 0860 600 999 to assist you.

What is a mCard?

mCard is Makro's rewards programme. Once you have downloaded the mCard app on your phone, you can access deals specific to mCard. By purchasing these items you earn mRewards - cash back in your mWallet to spend at Makro.

Can I return online purchases?

If you are not happy with your purchase, you have up to 14 days to return it to any of our stores for a refund. Please ensure you retain all packaging, manuals and accessories to allow us in processing the return in store.

You may call our Online Support Centre on 0860 600 999 who will oversee the refund process. Orders may only be refunded to the payment method they were purchased on. Our delivery fee is non-refundable unless otherwise stated. If you are unable to return your item to store or for any particular reason, please contact our Online Customer Support Agent who can assist in putting you in touch with a courier for you to arrange your collection. Collection fees may apply. Promotional, free or bundled items that were part of a purchase must also be returned. Returns Policy