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Warranty
Quality assured with our reliable limited warranty on select products.
Frequently Asked Questions
Orders & Purchases
How do I cancel or edit my order?
How do I cancel or edit my order?
Once an order is placed, it begins processing immediately to ensure fast delivery. If you need to cancel or make changes, please contact info@move.store or call +27 18 464 7600 as soon as possible. We will assist where the order has not yet been dispatched, but changes cannot be guaranteed.
How can I track my order?
How can I track my order?
You can track your order by:
- Signing into your Move account
- Going to Orders
- Selecting the relevant order to view courier tracking details
You will also receive tracking updates via email or SMS once your order has shipped.
What if there is a problem with my order?
What if there is a problem with my order?
If your order arrives damaged, incorrect, incomplete, or not as described, please log a return request via your Move profile so we can investigate and resolve it quickly. Items that do not meet expected quality or do not match the description are covered under the CPA and Move’s return policy.
I didn't receive all off my order?
I didn't receive all off my order?
Move is a marketplace, which means your order may come from multiple sellers. This can result in split shipments, where items arrive at different times. If an item is missing after all shipments have arrived, please contact our support team so we can investigate.
Can I purchase from multiple sellers in one order?
Can I purchase from multiple sellers in one order?
Yes. The Move marketplace allows single-basket checkout, even when products come from different sellers. Delivery times may differ per seller.
Returns & Exchange
What is your returns policy?
What is your returns policy?
You may request a return within 30 days of purchase, provided the item is:
- Unused
- Clean and in re-saleable condition
- In its original, undamaged packaging
- Complete with all labels and hangtags
Certain products (e.g., animal health items and pet feeds) are not eligible for return unless required under the CPA.
How do I initiate a return?
How do I initiate a return?
All returns must be logged online:
- Sign in at move.store
- Go to Orders
- Select the item and click Request a Return
You’ll receive a Return Authorisation Number (RAN) along with shipping instructions once approved. Returns cannot be processed in-store.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Move does not currently offer direct exchanges. To exchange an item, please return it for a refund and place a new order for the preferred product.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once Move receives and inspects your returned item, refunds are processed within 10–14 business days to your original payment method. Original shipping fees are non-refundable.
What if my product is defective?
What if my product is defective?
If an item fails to meet the required quality or performance standards, you may return it under the CPA for a:
- Refund
- Repair
- Replacement
Move or the seller will assess the item according to the manufacturer’s warranty.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Delivery times depend on:
- Your location
- The seller dispatching the order
- Courier timelines
Estimated delivery dates are shown during checkout and in your confirmation email.
Do you offer expedited shipping?
Do you offer expedited shipping?
At present, Move does not offer expedited or overnight shipping. However, all sellers on the marketplace work to ensure fast and efficient delivery.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order has not yet been dispatched, we may be able to update the delivery address. Please contact info@move.store or call +27 18 464 7600 immediately. Once the order has shipped, the courier may need to be contacted for rerouting, which cannot be guaranteed.
Why did my items arrive in separate parcels?
Why did my items arrive in separate parcels?
Move is a marketplace with multiple sellers. If your order includes items from different sellers, each will ship separately and may arrive at different times.
Do you deliver to farms and rural areas?
Do you deliver to farms and rural areas?
Yes. Move serves farmers, rural communities, and urban households. Delivery availability will be confirmed at checkout based on your location.