Frequently Asked Questions
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FAQs
If you cannot find your answer on the right, please contact us below so that our team can assist you with your query.
1. What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express),
PayPal, Apple Pay, Google Pay, and secure instant EFT where available. All transactions are processed through encrypted and PCI-compliant payment gateways.
2. How long does shipping take and how much does it cost?
Shipping times vary by location.
South Africa: Delivery typically takes 2–5 business days. National shipping is free on orders of R1,500 or more. Orders below R1,500 incur a R127 shipping fee.
International: Delivery typically takes 5–12 business days, depending on the destination.
Shipping charges and destination-specific delivery estimates are shown at checkout. Customs duties and import taxes are the customer’s responsibility.
3. Do you offer international shipping?
Yes, we ship worldwide. Customs duties, VAT, or import taxes may be charged by your
local authority and are the responsibility of the customer.
4. What is your return and exchange policy?
Eligible items may be returned within 14 days of delivery. Items must be unworn, unwashed, in their original packaging and have their original tags attached. To request a return or exchange, contact hello@borelliofficial.com with your order number and reason for the request. Our team will confirm eligibility and the next steps.
Certain items (e.g. underwear, socks, sale items, Black Friday sale items, footwear without the outsole sticker attached, gift cards and items purchased with a coupon code) may be non-returnable.
5. How do I track my order?
Once your order has shipped, you’ll receive a tracking link via email or SMS. You can also log in to your Borelli account and track your shipment under “My Orders.”
6. How do you handle my personal information? (GDPR Compliance)
We follow GDPR and international data protection standards. Your personal data is
securely stored and never sold to third parties. You may request access, correction, or deletion of your data at any time by contacting hello@borelliofficial.com.
7. Can I cancel or change my order after placing it?
We process orders quickly, but if you contact us within a short window (usually within 1–2 hours), we’ll do our best to update or cancel your order before it ships.
8. What size should I choose?
Our size guide is available on each product page and includes international size conversions and body measurements. If you’re unsure, contact our support team
for personalised sizing assistance.
9. Are your products ethically and sustainably made?
Yes. Borelli partners with ethical manufacturers and prioritises responsible
sourcing, fair labour practices, and sustainable materials where possible.