Frequently Asked Questions

  • Cookies
    • Q: What are cookies and how are they used?
      A:

      A cookie is a text-only string that gets entered into the memory of your browser. We may use cookies when a user browses the Website. Cookies are files sent to the browser from a server in order to register the activity of users while they are browsing.

      The use of cookies allows the Website server to recognise the web browser being used by the user in order to simplify the browsing experience, permitting, for example, access to users that have previously registered, access to areas, services, promotions and competitions reserved exclusively to them without the need to register on each visit. They are also used to measure the audience and traffic parameters, monitoring the progress and number of entries.

    • Q: Are Cookies Dangerous to My Computer?
      A:

      No. A cookie is a simple piece of text. It is not a program, or a plug-in. It cannot be used as a virus, and it cannot access your hard drive. Your browser (not a programmer) can save cookie values to your hard disk if it needs to, but that is the limit of the effect on your system.

      Cookies are stored on the computer's hard drive. They cannot access the hard drive - so a cookie can't read other information saved on the hard drive, or get a user's e-mail address etc. They only contain and transfer to the server as much information as the users themselves have disclosed to a certain web site.

    • Q: Are cookies a threat to my privacy?
      A:

      A server cannot set a cookie for a domain that it is not a member of. In spite of this, users quite often find in their computer files cookies from web sites that they have never visited. These cookies are usually set by companies that sell internet advertising on behalf of other web sites. Therefore it may be possible that users' information is passed to third party web sites without the users' knowledge or consent, such as information on surfing habits. This is the most common reason for people rejecting or fearing cookies.

  • Accounts
    • Q: How do I replace a lost / stolen / damaged card?
      A:

      You will need to block your card, which can be done at TFG Online, in store, or through the customer service call centre. Then you will need to go into your nearest store to sign for and collect your new card. If your card is lost or stolen, you will need to pay a replacement fee of R37.

    • Q: How do I change my payment plan?
      A:

      Phone customer cervice (0860 576 576) and an agent will assist you. Remember that if you are going from a 12 month interest bearing account, to a 6 month interest free account, your instalments may increase if you have an outstanding balance.

    • Q: I am unable to pay my current instalment. What can I do?
      A:

      If you are on a 6 month interest free account, you can change to a 12 month interest bearing account. If not, please call customer services to discuss other options.

    • Q: When is my instalment payment due by?
      A:

      Your full instalment is due to be paid by the 1st of the following month, or interest will be charged.

    • Q: How do I activate a debit order / how do I cancel a debit order?
      A:

      Debit orders must be activated or cancelled via email (customerservices@tfg.co.za) or fax (021 937 4451) or at your nearest TFG store. This form can be found here: download debit order form. Debit order cancellations must be made with one month's written notice.

    • Q: How does a debit order work?
      A:

      A debit order form authorizes TFG to deduct the total due on your TFG account on a monthly basis indefinitely unless / until you choose to cancel this agreement in writing.

      Our systems automatically cancels a debit order that goes unpaid for 2 months.

      A debit order instruction CANNOT be processed on TFG accounts with the following account status: o Arrear accounts o Charged Off accounts Important note: this method of payment is not offered to customers in Lesotho & Botswana

    • Q: How do I apply for a credit increase?
      A:

      You need to fill in and submit a credit application form with 3 months proof of income proof of income at any one of our stores. This form can be found here: download credit increase form.

    • Q: Why is my total due on my statement more than my instalment?
      A:

      Total due is the instalment you are due to pay this month, less the arrears amount from the previous month. Total due = this month's instalment + last months arrears.

    • Q: How do I pay my account?
      A:

      You can pay in any TFG store (with cash, your debit or credit card), by EFT (electronic payment from your bank RSA only), debit orders, or stop orders (you will need to arrange this with your bank)

    • Q: How to I pay via EFT / Electronic payment?
      A:

      You have the option to pay your account via ATM machine, using cell phone banking, or via internet by depositing the money directly into our bank account.

      These payments take up to 3 working days to reflect on our system.Your account number must be used as the reference/beneficiary number to ensure your payments are received.

      If you report your card lost, the new account number must be used as the reference/beneficiary number.

      Failure to change the reference/beneficiary number will result in the payment not reflecting on the customer’s account.

      Important note: this method of payment is only offered to South African customers

    • Q: How do I apply for a secondary card?
      A:

      You can either fill in an application form and either fax (021 938 7771/2) or email (at customerservices@tfg.co.za) it to us. This form can be found here: download secondary card holder form. Or apply at your nearest TFG store.

    • Q: What happens if I cancel my Lay-by lifestyle purchase
      A:

      If your payments totalled less than R1500 to date: You will be refunded in store immediately. If the your payments totalled more than R1500: this amount will need to be paid into your bank account. You will need to bring you ID book and proof of bank account into store.

    • Q: What is the interest rate I'm charged on my 12 month or interest bearing plan?
      A:

      Your interest rate is variable, and will be based on the interest rate allowed in terms of the NCA

    • Q: Can I reopen my account if I previously closed it?
      A:

      Depending on its status, an account can be reopened. You must go into your closest store (of the card you previously had) with your ID document and the store staff will assist you.

    • Q: Why was interest charged on my interest free / 6 months interest free plan?
      A:

      Interest will be charged on your account when:

      When a short payment is made (less than total payment due)

      When a monthly payment is missed

      When a late payment is made NB: All account payments needs to be made by the 1st of the month.

    • Q: How is interest calculated?
      A:

      Interest is calculated as follows:

      • It is calculated according to a formula as set out in the National Credit Act, on the daily balance and charged to the customer’s account on the 1st of each month.
      • It is charged on the outstanding balance, not on the payment outstanding.
      • The interest charged is added to the revolving credit balance, not to the payment outstanding.
      • Interest is charged up until the date the account is brought up to date.
    • Q: How is interest calculated on an interest bearing account?
      A:

      Interest is charged from the day of purchase on the Extended Credit Plan. It is included in the monthly instalment and is reflected on the statement. No additional interest is charged if a payment is short paid or missed. TFG charges interest on extended credit plans whether the account is in arrears or not. This means that interest is calculated on the previous months’ average balance excluding the interest amount that was charged for that month

    • Q: How do I calculate my interest?
      A:

      Formula used to calculate interest: Revolving Credit - 6 months (may be interest bearing) Average balance of the plan multiplied by the interest rate % divided by the days of the year multiplied by 30 Extended Credit - 12 months (interest bearing) or any other interest bearing plan Average balance of the plan multiplied by the interest rate % divided by the days of the year multiplied by the days of the specific month

    • Q: What is the credit bureau?
      A:

      A credit bureau is a company where consumer information is pooled and shared. This enables companies such as TFG to be more responsible in its lending to you as we can more accurately check your current credit commitments; and better ensure we only offer you the amount of credit that you can afford coupled with the income and expenditure information you give us.

    • Q: What happened at the credit bureau if I miss a payment / default on my credit commitments to TFG?
      A:

      This missed payment will be logged at the credit bureau for up to 5 years and will negatively affect how likely another lender will be to give you credit.

  • Airtime > Access to Airtime on Credit
    • Q: Why have I not been selected for this product?
      A:

      We are still evaluating selling airtime on TFG accounts. A random selection of accounts were selected to have access for testing purposes. Following this the eligibility rules and access for all TFG account customers will be reconsidered. Only RSA citizens are eligble

    • Q: How can I become a member of this pilot?
      A:

      Customers were selected on a random basis and at this stage our processes does not allow for any exceptions

  • Airtime > OTB/Credit
    • Q: Why is my airtime credit only a portion of my credit limit?
      A:

      Aligned to being a being a responsible lender, TFG does not want to overcommit customers. Remember that the full airtime value becomes due within the month and will be added to your instalment.

    • Q: How can I increase my Airtime credit allocation?
      A:

      You cannot while we are still in Beta phase. However, We will be introducing additional features on an ongoing basis, incuding the ability to review your airtime credit and adjust this based on your airtime usage and based on responsible use of your account.

    • Q: Will the airtime purchase increase my installment due?
      A:

      Yes, all airtime purchases will be added to your instalment, due by the 1st of the following month.

  • Airtime > Purchasing Airtime
    • Q: I bought from the incorrect supplier, can I swop it to Cell C; Vodacom etc.
      A:

      No, we suggest that you forward or swop it with a friend or relative as we are unable to make any changes on bought airtime.

    • Q: My airtime that I have just bought never updated onto my cellphone.
      A:

      Re-send sms or Re-issue voucher

    • Q: Does airtime purchases reflect immediately off my balance
      A:

      Yes

    • Q: Can I purchase airtime on all my Foschini Group accounts.
      A:

      No, only on one of your accounts.

    • Q: On what plans can I purchase airtime?
      A:

      Plan 21 - where payment of the full purchase value is due the 1st if the following month.

  • Airtime > Statement Queries
    • Q: I see an airtime purchase was made on my account but I didn't make the purchase. What process must I follow to have it removed?
      A:

      You will need to complete a Disputed Purchase Declaration form in store and get Affidavit from Police station. Please call customer service on 0860 576 576

    • Q: Is there a charge for buying airtime?
      A:

      Yes there is a transaction fee of R1.50 charged for processing the transaction on your mobile and TFG store account.

  • Club magazines
    • Q: How do I cancel a publishing (club / magazine) product subscription?
      A:

      Call customer service on 0860 576 576 and they will process the cancellation. See related: publishing T&C's

    • Q: If I see my name in the magazine how do I claim my prize?
      A:

      You can call Customer Services and they will transfer you to the relevant magazine's assistant and coordinator.

    • Q: How do I apply for a bursary/scholarship?
      A:

      There is an application form inside the magazine that you complete and can fax, email and post to TFG. Reply details are above the application form

    • Q: How do I enter the Club competitions?
      A:

      As a Club member you get entered automatically in monthly randomized draw that is audited by an independent audit organisation. Crossword and Sudoku are manual enrties. Please refer to your latest Club magazine copy for more details.

    • Q: How do I subscribe to the magazine?
      A:

      You can subscribe on www.TFG.co.za on your PC, tablet or phone by logging in and selecting the "magazines" tab or contact Customer Services.

    • Q: Are there any requirements in order to become a member?
      A:

      Yes. You need to be a valid TFG account holder and payments must be up to date.

    • Q: Where can I find more information about the publications available and their associated benefits?
      A:

      On our websites - www.tfgclub.co.za, www.superclub.co.za, www.livingspacemag.co.za, www.sportsclub.co.za, www.clubx.co.za, or by phoning customer services and asking to speak to the marketing department for that magazine.

    • Q: Are the magazines only available in English?
      A:

      Club magazine for Platinum Club and Club members is also now available in Afrikaans

    • Q: Where do I find details on how to make use of my benefits?
      A:

      All numbers are available on the benefits page of your monthly magazine.

    • Q: Can I receive more than one of the same magazine a month?
      A:

      Only Kids Superclub magazine. The current system does not allow for this for other publications. However, if you have more than one TFG account card, you can have one subscription per card (i.e. if you have a Markham and a Foschini card, you can have one subscription on your Markham card and the other on your Foschini card).

    • Q: What is the difference between Club and Platinum Club?
      A:

      Platinum Club includes a R10 000 death benefit and up to R10,000 account settlement.

      As a Platinum Club member you also stand a chance to win a car every month and have access to the Platinum Club discount mall for amazing lifestyle, wellness, eating out and entertainment discounts.

      Platinum Club includes all the benefits of Club including the Superdraw, grocery vouchers and more.

      Platinum Club is charged at R30. Club alone excludes the Platinum Club benefits and is charged at R20.90.

    • Q: Can I request a free sample magazine?
      A:

      Yes - call customer services on 0860 576 576 and they will transfer you to the marketing coordinator for that magazine

    • Q: How much is the death cover for Bloem Celtic's Siwelele magazine?
      A:

      R 5000 pay out for the deceased beneficiary

  • Gift card
    • Q: My gift card was lost / stolen, can you replace it?
      A:

      Gift cards are the same as cash therefore lost or stolen cards cannot be replaced

    • Q: How long does a gift card last?
      A:

      Gift cards will expire 3 years after the last transaction. Each time a Customer transacts with their Gift Card, the 3 years starts again. You can check the amount on the card and its expiry date in any TFG store, or by calling Customer Service: 0860 576 576.

    • Q: Can I check my gift card balance?
      A:

      Yes, you can check it in any TFG store or by calling customer service on 0860 576 576.

    • Q: How I pay for a gift card?
      A:

      Gift cards can be purchased for cash (cash, credit card, debit card, RCS card) or on a TFG account.

    • Q: Can I increase / top-up the value of the gift card?
      A:

      Normal gift cards purchased can be topped-up (you can deposit money into your Gift Card/s to increase the value of the card). If you receive a gift card in a competition or promotional (from Head Office) it cannot be topped up and will expire on a specific date

    • Q: Can I use my discount voucher with my gift card?
      A:

      No discounts apply to gift cards

    • Q: Is there a minimum or maximum value I can load onto a gift card? What values of gift cards can I purchase?
      A:

      Any value can be loaded onto a gift card (minimum of R50 and maximum of R5 000)

    • Q: Can I use my gift card to pay my account? Or exchange it for cash?
      A:

      Gift Cards cannot be used to reduce a balance on a TFG or RCS account and cannot be exchanged for cash

    • Q: Can I use a gift card in Namibia, Botswana, Lesotho, Zambia, Nigeria, Swaziland or Mozambique?
      A:

      No, gift cards can only be purchased and redeemed in South African TFG stores

    • Q: Can I get change if the item I'm purchasing is less than the value of on the gift card?
      A:

      No, change for any value remaining on a gift card cannot be given

    • Q: Can I return a gift card?
      A:

      Unfortunately not. The purchase of a gift card cannot be refunded i.e. you cannot change your mind about purchasing a gift card

    • Q: Can I return an item purchases with a gift card?
      A:

      Yes, the amount will be credited to a gift card for you to use again for the returned purchase.

  • Insurance > General
    • Q: What are the T&C of the Insurance Products?
    • Q: I would like to know more about my Insurance product. Who can I phone?
      A:

      Should you require additional information, please call the following numbers for the relevant insurance product: The below contact numbers are available to you from Monday-Friday, from 8.30-16.30.

      Account Benefits: 0860 444 918
      Active Pulse: 0860 117 525
      Cellphone Insurance: 0860 117 524
      Funeral Plan: 0860 444 918
      Legal Protection Plan: 0860 117 525 Lifenet: 0860 117 523
      Mens Only: 0860 117 523
      Jewellery Insurance: 0860 117 527
      Women's Only: 0860 117 525
      You can also call our Customer Services on the number 0860 576 576.

    • Q: I received a nominated beneficiary form in the post. What is this and what must I do with it?
      A:

      The purpose of this form is to allow you to nominate the person whom you want to receive the benefit or payout of the particular insurance policy which you have taken up, if you should pass away. Please complete the form and fax it to the following number 021 929 8410.

    • Q: Where can I direct complaints if I feel that my claim has been handled unfairly, or if I want to report any non-compliance with the FAIS Act?
      A:

      Please read through the Complaints Resolution Policy by clicking here, complete the form attached thereto and send it to faiscomplaints@tfg.co.za

    • Q: How many beneficiaries can I have on my cover?
      A:

      You are only allowed one beneficiary.

    • Q: I need to lodge a claim, how do I do that?
      A:

      Please read your insurance policy carefully regarding the specific requirements regarding claims for your chosen policy.

      But generally, when making a claim, you can go to any of our stores and complete, or hand-in the fully completed claim form with the supporting documents (as required by the specific policy/ies).

      Our store staff will assist you to complete the claim form and they will fax it to our Claims Department or to Finrite (in the event of a mobile phone claim), for you.

      Claim forms are available from any of our stores if you lose the copy which we send you when you accept the particular insurance product.

      The store staff will help you if needed.

    • Q: I submitted a claim but have not heard anything yet, who must I contact?
      A:

      You can contact the claims department for any claims queries on 0860 000 388.

    • Q: How do I take up more Insurance products?
      A:

      Account customers can apply online or you can contact our customer services at 0860 576 576.

    • Q: What happens if I don’t pay my instalment?
      A:

      If your account with us is in arrears, your insurance policy/ies will lapse and no cover will be in force.

    • Q: Can I cancel the policy at any time?
      A:

      Yes, you can cancel the cover by giving us 30 days notice, by contacting our Customer Services on 0860 576 576, which is located in our offices at 240 Voortrekker Road, Parow East.

  • Insurance > Legal Protection Plan
    • Q: Will my family receive cover if I am the main member?
      A:

      Yes. Legal Protection Plan will cover you, your spouse (limited to one spouse only) and your four eldest dependent (unmarried and unemployed) children, who are under the age of 21 years.

      Legal Protection Plan Platinum and Legal Protection Plan Platinum Plus will cover you, your spouse (limited to one spouse only) and all your dependent (unmarried and unemployed) children, who are under the age of 25 years.

    • Q: Is there a limit on how much I can claim?
      A:

      Yes. There is a limit under the Legal Insurance Benefit.

      The maximum cover under the Legal Insurance Benefit for Legal Protection Plan is R33 000 (thirty three thousand rand) per membership per year.

      The maximum cover under the Legal Insurance Benefit for Legal Protection Plan Platinum is R44 000 (forty four thousand rand) per membership per year.

      The maximum cover under the Legal Insurance Benefit for Legal Protection Plan Platinum Plus is R70 000 (seventy thousand rand) per membership per year.

    • Q: After taking up the product, what is the waiting period before I am covered?
      A:

      There is no waiting period for the Legal Emergency benefit and the Basic benefit. There is also no waiting period for the Mediation benefit, but this benefit only applies to a cause of action which arises after the starting date of the product.

      The Legal Insurance benefit for Legal Protection Plan is subject to a 3 month waiting period.

      The Legal Insurance benefit for Legal Protection Plan Platinum is subject to a 2 month waiting period.

      The Legal Insurance benefit for Legal Protection Plan Platinum Plus is subject to a 1 month waiting period.

    • Q: Who do I phone when I want to make use of the product?
      A:

      For legal assistance, call 0861 534 367. Always have your TFG store account number on hand (remember, your account number is your policy number). For administration queries, call 0860 117 525.

    • Q: Do increases apply to my monthly payment?
      A:

      Yes, the monthly payment is subject to periodic review, but you will be notified of changes.

  • Insurance > Men's only
    • Q: What types of cancer does Men’s Only cover?
      A:

      Men’s Only covers you for either Prostate Cancer OR Testicular Cancer.

    • Q: What is regarded as Prostate Cancer or Testicular Cancer?
      A:

      Prostate Cancer- means a first positive diagnosis of growing malignant cells within the prostate glands by a Doctor.

      Testicular Cancer- means a first positive diagnosis of growing malignant cells within one or both testicles (excluding skin cancer) by a Doctor.

    • Q: What are the waiting periods?
      A:

      There is a three month waiting period for the Natural Death benefit and the Dread Disease benefit. There is no waiting period for the Accidental Death benefit.

    • Q: Can I take up the product if I was already diagnosed with one of the cancers (Prostate Cancer or Testicular Cancer)?
      A:

      Yes.

      If you have been diagnosed with one of the Dread Diseases before the starting date of the policy (and the diagnosis was within the last three years), you cannot take up cover for that Dread Disease, but you could still take up the cover for the other Dread Disease. For example, if you were diagnosed with prostate cancer last year, you could still take up this cover for the testicular cancer benefit. If you have been declared medically free from the particular Dread Disease for a period of three years or more before the starting date of the policy, you can still take up this cover. 

    • Q: Can I claim for both Prostate Cancer and Testicular Cancer?
      A:

      No.  The Dread Disease benefit may only be claimed and paid out once during the term of the policy for either prostate cancer or testicular cancer.  Where it has been paid out, only the death cover will continue subject to the terms of the policy. 

    • Q: What number do I call if I want to make use of my Medical & Health Helpline?
      A:

      You must call 0861 321 657.

      Terms and conditions apply.

      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Women's only
    • Q: What types of cancer does Women's Only cover?
      A:

      Women's Only covers you for either cancer of the breast, ovaries, fallopian tubes, cervix, uterus, vagina or vulva.

    • Q: What are the waiting periods?
      A:

      There is a three month waiting period for the Natural Death benefit and the Dread Disease benefit. There is no waiting period for the Accidental Death benefit.

    • Q: Can I take up the product if I was already diagnosed with one of the cancers?
      A:

      Yes.
      If you have been diagnosed with cancer of the breast, ovaries, fallopian tubes, cervix, uterus, vagina or vulva before the starting date of the policy (and the diagnosis was within the last 3 years), you cannot take up the cover in respect of the diagnosed cancer, but you could still take up the cover for any of the other cancers. For example, if you were diagnosed with breast cancer last year, you could still take up the cover for any of the other types of cancer. If you have been declared medically free from the particular cancer you were diagnosed with for a period of 3 years or more before the starting date of the policy, you can still take up the cover.

    • Q: Can I claim for more than one cancer?
      A:

      No.  The Dread Disease benefit may only be claimed and paid out once during the term of the policy.  Where it has been paid out, only the death cover will continue subject to the terms of the policy.

    • Q: What number do I call if I want to make use of my Medical & Health Helpline, Mother & Baby Careline & Trip Monitor Service?
      A:

      You must call 0860 966 360.

    • Q: Is the Trip Monitor service similar to a Roadside assist service?
      A:

      The Trip Monitor service is not a Roadside assist service.

      By calling the Trip Monitor service before you start a long distance trip or shorter trips ,such as driving home late at night, and giving your details (such as destination and emergency contact details), you will be called by the Trip Monitor Call Centre at certain times during the trip. The regular follow-up calls to you will give you and your family comfort in knowing that your trip is being monitored for safety. If you do not answer any calls from the Trip Monitor Call Centre while travelling, your emergency contact person and/or emergency services will be called. They will also be informed of your last location when contacted.

      Terms and conditions apply.

      Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > LifeNet and LifeNet Platinum
    • Q: Do I need to be permanently employed to take up LifeNet?
      A:

      Yes. This means that at the time of taking up the cover, you must have been permanently employed for at least 3 (three) months immediately prior to the start date of the policy. Permanent employment does NOT include self-employment, probation periods and fixed term employment contracts. 

    • Q: What is Retrenchment?
      A:

      Retrenchment is when a company or organisation determines that it needs to reduce the number of people in its employ in order to match or meet operational requirements.

    • Q: Does LifeNet credit my TFG account if I am dismissed or quit my job?
      A:

      No, LifeNet will only credit your TFG account if you are retrenched. You will also not be covered if you accept voluntary retrenchment or resign.

    • Q: How many instalments will be credited to my TFG account?
      A:

      LifeNet will credit your TFG account with a maximum of three (3) consecutive R784 (R1 680 if the Lifenet Platinum option is selected) instalments. Once this three month period is over you will be liable for your TFG account instalments.

    • Q: Am I covered if I die?
      A:

      Yes, LifeNet and Lifenet Platinum cover you for both natural and accidental death.

    • Q: Are there any waiting periods?
      A:

      Yes, there is a three (3) month waiting period for the Retrenchment benefit and the Death benefit for natural death. This means that you will not be able to claim for the Retrenchment benefit or the Death benefit for natural death within the first 3 months of the policy’s starting date. There is no waiting period for the Death benefit for accidental death.

      Terms and conditions apply.

      *Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Account benefits
    • Q: Can I cover my whole family with Account Benefits?
      A:

      Account Benefits only has a personal plan option, meaning it only covers the main account holder.

    • Q: If I am retrenched, am I able to make a claim with Account Benefits.
      A:

      No. Account Benefits only has a death cover, account settlement (in the event of death), lost card protection and SMS alert, it does not cover you in the event of your retrenchment.

    • Q: Do I have the option to be charged more for Account Benefits so that the payout for the death cover and account settlement can increase?
      A:

      No, there is a standard rate that everyone pays and payouts are also standard.

    • Q: Can I take out Account Benefits if I already have other funeral covers with TFG (The Foschini Group)?
      A:

      Yes you can.

    • Q: Most insurance products lapse at the age of 65, is this the case for Account Benefits as well?
      A:

      No. Account Benefits does not lapse when you reach 65 years of age.

    • Q: What is the waiting period before I can submit a claim for Account Benefits?
      A:

      There is no waiting period.

  • Insurance > TFG Critical Care and TFG Critical Care Family
    • Q: Will I be covered if I go to any hospital?
      A:

      You will be covered if you (or your spouse or child/children if you have selected the spouse or family option) are admitted to hospital in the Southern African Customs Union, for a period of more than 48 hours. The Southern African Customs Union includes South Africa, Botswana, Lesotho, Swaziland and Namibia. Please read the definition of "hospital" in the Policy and Disclosure Notice for more details and exclusions.

    • Q: Are there any waiting periods which apply to TFG Critical Care/TFG Critical Care Family?
      A:

      Yes, for both products there is a waiting period of 3 months for the Income Protector benefit (when hospitalised) and the Critical Illness benefit. This means that the admission to hospital and/or first diagnosis of the critical illness must originate after the waiting period has ended. There is no waiting period for the Accidental Death benefit.

    • Q: Is there a limit as to how much I can claim under these products?
      A:

      Yes. If you are hospitalised you can claim R345 per day (from day 1) for a maximum of 30 days (or 100 days for the family option for all persons insured under the policy combined) per twelve (12) consecutive calendar months. Admission to hospital must be for more than 48 hours to qualify for this benefit. The Accidental Death benefit is R11 500 and the Critical Illness benefit is R5 750, for you and your spouse (if the spouse option is selected). Under the TFG Critical Care family option, the Accidental Death benefit for you and your spouse is R11 500 and for your child/children is R5 750, and the Critical Illness benefit for you and your spouse is R5 750 and R2 875 for your child/children.

    • Q: Who do I phone when I want to claim?
      A:

      Please contact TFG’s Insurance Claims Department on 0860 000 388, which is a sharecall number. 

    • Q: When am I no longer covered by my policy?
      A:

      It is important that you know that the policy will end when:

      • - the instalments that are due on your TFG account are unpaid i.e. your TFG credit facility is in arrears;
      • - your TFG credit facility is terminated or closed;
      • - your credit facility is frozen as provided for under the National Credit Act 34 of 2005;
      • - the Accidental Death benefit becomes payable in the event of your accidental death;
      • - TFG ceases to participate in the policy;
      • - the policy terminates;
      • - you die; or
      • - you reach the maximum age of 65 (sixty five), whichever of the aforementioned events first occur.



      Where the spouse/family option has been selected and where the spouse reaches sixty five (65) years of age, cover in respect of the spouse only shall lapse and/or where the child/children reaches  twenty one (21) years of age, cover shall lapse in respect of the child/children only. Cover for you will not lapse until you reach the age of sixty-five (65) years or until any of the other events as above occur.

      Terms and conditions apply. *Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Funeral
    • Q: What does the Funeral Plan cover?
      A:

      The Funeral plan pays out a lump sum on your death to cover funeral expenses. As the main member you will receive R27, 500 cover for R45.10pm billed directly to your TFG (The Foschini Group) account.

    • Q: Do I need to undergo any medical tests?
      A:

      You do not need to go for any medical examinations or blood tests in order to be covered.

    • Q: What does the waiting period mean?
      A:

      The waiting period means that you will not be able to claim within the first 3 months of your policy’s inception date. There is no waiting period for accidental death.

    • Q: What happens after I have turned 65 years?
      A:

      The policy will automatically cease when you turn 65 years.

  • Insurance > Jewellery
    • Q: How is the premium for Jewellery Insurance billed to my account?
      A:

      10% or 20% (depending on whether you choose the 1 or 2 year cover) of the jewellery item's original selling price is billed once-off to your account and this can be paid off over 6 or 12 months (depending on your payment plan).

    • Q: If I buy a jewellery item in cash, do I qualify for Jewellery Insurance and how do I pay for it?
      A:

      Yes, you do qualify. 10% or 20% of the jewellery item's original selling price is paid, in cash, up-front.

    • Q: How many days do I have to insure my jewellery item?
      A:

      30 days from date of purchase.

    • Q: If I wish to cancel my Jewellery Insurance what do I do?
      A:

      You may give us a 30 days written notice or you can call our Customer Service Centre on the number 0860 576 576.

    • Q: If I wish to claim, what do I do?
      A:

      Within 48 hours of the damage, loss or theft you must go to the police. You will have to sign an affidavit at the police station providing full details of the cause of the damage, loss or theft. If the insured jewellery was lost or stolen, you must also get a police case number. Within 30 days of the date the insured jewellery was damaged, lost or stolen you must go to one of our stores. For claims for loss or theft, you must take your affidavit, the police case number and proof of ownership. For claims for damage, you must take your affidavit and proof of ownership as well as the damaged insured jewellery. Fill in a claim form. The store staff will help you fill in the form and will fax it, along with any other documents to our Claims Administration Dept.

    • Q: Can I cover more than one jewellery item?
      A:

      Yes, you can cover as many items as you would like.

    • Q: What happens if I skip (i.e. don't pay) an account payment?
      A:

      If you skip an account payment, you will not be covered in the event of a claim.

    • Q: When will I not be covered?
      A:

      If your account is in arrears;  If you no longer have an account with us; If the loss or damage is caused recklessly or deliberately, for example:  If the jewellery goes missing from any vehicle.  If the jewellery is not safely stored or left unattended in a public place. If your let children play with the jewellery. Please read the Policy for the full exclusions (i.e. what is not covered and instances where loss, damage or theft will not be covered).

    • Q: If my claim is approved, what is the process that I should follow?
      A:

      If your claim is approved, the Foschini Group store where you made the claim, will phone you to come and collect your repaired jewellery or the replacement jewellery. You must collect it from this store within 60 days of the store having phoned you.

    • Q: How do I follow up on the progress of a claim?
      A:

      You can contact our Claims Department on (021)938-1911.

    • Q: When claiming, do I pay an excess?
      A:

      Yes, you will have to pay a certain amount towards each approved claim. Please see the table below for the amount that you will have to pay if your claim is accepted:

      If this is your:

      You’ll pay:

      First claim that we accept

      10% of the original selling price of the insured jewellery

      Second claim that we accept

      20% of the original selling price of the insured jewellery

      Further claims that we accept

      30% of the original selling price of the insured jewellery

  • Insurance > Cellphone
    • Q: Can I insure a mobile phone that I bought from a store that is not part of TFG?
      A:

      No, we only insure mobile phones that are bought from stores that are part of TFG (The Foschini Group).

    • Q: How many days do I have to insure my new mobile phones?
      A:

      30 days from date of purchase.

    • Q: Do I pay an excess when claiming?
      A:

      Please see the table below for excess payable on total loss, theft or beyond economic repair:

       

      Band 1

      Band 2

      Bands 3 to 7

      1st claim

      R 50

      R 150

      R 250

      2nd claim within 12 months of first claim

      R 100

      R 300

      R 500

      3rd claim within 12 months of first claim

      R 500

      R 500

      R 700


      Please see the table below for excess payable on partial damage (repairable damage or breakdown):

       

      Band 1

      Band 2

      Bands 3 to 7

      1st claim

      R 50

      R 150

      R 250

      Further claims within 12 months of first claim

      R 300

      R 300

      R 500

    • Q: How do I cancel my insurance?
      A:

      You may give us a 30 days written notice by contacting our Customer Services on the number 0860 576 576 or you can contact Finrite Administrators on 0861 663 266.

    • Q: When does my cover cancel?
      A:

      When your account is in arrears, or when you no longer have an account with us, or on your request.

    • Q: What do I do in the event of a claim?
      A:

      In the event of loss or theft you must blacklist your phone with your Service Provider (i.e. MTN, Vodacom or Cell C) and obtain an ITC reference number, before reporting the matter to SAPS.

      The loss or theft must be reported to the SAPS within 48 hours of loss or theft and you must obtain a SAPS case number. Then visit one of our nearest stores and request a claim form. Once the claim form is completed, the claim documentation (i.e. the SAPS case number, ITC reference number, sworn affidavit and proof of purchase) will be faxed or scanned by our store staff to Finrite Administrators. Claims must be submitted within 30 days of the date of loss, theft or damage.

      In the event of damage, you must report the matter to SAPS (within 48 hours of the damage occurring) and you will need to sign a sworn affidavit setting out how the damage occurred. A SAPS case number is not required in the event of a damage claim. Then visit one of our closest stores and fill out a claim form. Once this form is completed the store staff will fax or scan the claim form and sworn affidavit to Finrite Administrators.

    • Q: How do I follow up on the progress of a claim?
      A:

      You may contact Finrite Administrators on the number 0861 663 266.

    • Q: What happens if I skip (i.e. don't pay) an account payment?
      A:

      If you skip an account payment, you will not be covered in the event of a claim.

    • Q: Who is the underwriter of the product?
      A:

      Guardrisk Insurance Company Limited.

    • Q: When will I not be covered?
      A:

      If your account is in arrears; If you no longer have an account with us; If the mobile phone is lost, stolen or damaged while in the possession of someone other than the user specified in the Policy Schedule. Please read the Policy for all of the exclusions (i.e. what is not covered and instances where the loss, theft or damage will not be covered.)

  • Insurance > TFG Retrenchment Plan
    • Q: Do I need to be permanently employed to take up TFG Retrenchment Plan?
      A:

      Yes. This means that, at the time of taking up the product, you must be permanently employed for a position without a pre-determined time limit, which does NOT include self-employment, probation periods and fixed term employment contracts.

    • Q: What is Retrenchment?
      A:

      Retrenchment is when a company or organisation determines that it needs to reduce the number of people in its employ in order to match or meet operational requirements.

    • Q: Does TFG Retrenchment Plan credit my TFG account if I am dismissed or quit my job?
      A:

      No, TFG Retrenchment Plan will only credit your TFG account if you are retrenched. You will also not be covered if you accept voluntary retrenchment or resign.

    • Q: How many instalments will be credited to my TFG account?
      A:

      TFG Retrenchment Plan will credit your TFG account with a maximum of six consecutive R2 500 instalments. Once this six month period is over you will be liable for your TFG account instalments.

    • Q: What else am I covered for under TFG Retrenchment Plan?
      A:

      TFG Retrenchment Plan includes a Retrenchment benefit, which provides that if you are retrenched and the terms and conditions of the policy are met, you will be paid an amount of R20 000. The Retrenchment benefit is only paid out once every twenty four (24) month cycle. There is also a Disability benefit which covers both permanent and temporary disability and gives you up to R24 000 disability cover within a twenty four (24) month cycle.

    • Q: Are there any waiting periods?
      A:

      Yes, there is a waiting period of three (3) months for all the benefits, calculated from the starting date of the policy. This means that, if the retrenchment or disability occurs during the first three months of the policy, the benefit will not be paid.

      Terms and conditions apply.
      *Foschini Retail Group (Pty) Ltd is an authorised financial services provider. Insurance is underwritten by Guardrisk Insurance Company Limited, an authorised financial services provider.

  • Insurance > Account Balance Protection Plan
    • Q: Does Account Balance Protection cover my family?
      A:

      Account Balance Protection only covers you, if you have an active and up-to-date TFG store account.

    • Q: What cover does Account Balance Protection provide?
      A:

      Account Balance Protection will settle the outstanding balance under your account with us as at the date of your death (provided you die during the currency of your TFG account), up to a maximum settlement amount of R27 000.

    • Q: Are waiting periods applicable?
      A:

      Yes. There is a 3 month waiting period in the event of your natural death. There is no waiting period for accidental death.

    • Q: Who do I phone when I want to claim?
      A:

      Please contact TFG’s Insurance Claims Department on 0860 000 388, which is a sharecall number.

  • Returns Policy
    • Q: What are the returns policies?
      A:

      If you are not happy with your purchase, return it within 30 days, in its original condition together with the invoice and price tag and we will gladly exchange or credit the item. For hygiene reasons, you cannot return toiletries, perishable foods and cosmetics. A separate Returns Policy exists for certain brands of appliances: Breville, Saeco, Nespresso, Kenwood, Kitchenaid, Lavazza & Bosch.

    • Q: What do I do if my product breaks or is defective?
      A:

      Six month return policy for defective goods allows you to return goods within six months of date of purchase, provided that:

      • The goods must have been used for their intended purpose.
      • The goods must have been cared for according to the instruction manual or the wash/care instruction label.

      We will either:

      • Repair or replace the goods; or
      • Give you a refund in the same way that you paid for the goods.

    • Q: What are the returns policies on broken, damaged or defective delivered goods?
      A:

      For goods that you buy and that we deliver, for example: furniture, mattresses and artwork, there are other terms and conditions that apply and not the returns policies above. A copy of these terms and conditions will be given to you when you buy one of these goods and ask us to deliver them. If you buy on credit, our standard terms and conditions will apply.

    • Q: Can I return an item without a slip?
      A:

      No, to return any goods, you must take your tax invoice and goods to a store. It shows when and where the goods were bought.

    • Q: Can I return items if I don't have a receipt?
      A:

      To return any goods received as a gift, you must take the gift receipt to a store with the goods.

    • Q: What are the returns policies for Breville Appliances?
      A:

      12 MONTH RETURN POLICY FOR DEFECTIVE BREVILLE APPLIANCES

      If the appliance is defective due to the way it was made, it can be returned within 12 months from date of purchase provided that:

      1) The appliance has been used for its intended purpose. Please note that all @home appliances are for domestic use only and not intended for industrial or commercial use.
      2) The appliance must have been cared for according to the manufacturer’s instruction manual and product care instruction label.
      3) @home may refuse to accept return of or replace an appliance if in @home’s assessment the use and care of the appliance did not comply with 1 and 2 above.
      4) When accepting a return @home will either:-
      • Refund you in the same way that you paid for the goods, or
      • Exchange the appliance

      BREVILLE APPLIANCES RETURNED AFTER 12 MONTHS

      • If the appliance is returned after 12 months from date of purchase, it will be sent for repairs assessment and/or repairs at the customer’s cost.
      • Toasters and kettles are excluded from repairs as no spares are available.
      • A three month warranty applies to any new or reconditioned parts fitted during any repair on maintenance work.
      • We may not be able to repair appliances returned more than 18 months after date of purchase or when there are no spares available.
      • Please note that certain product spares will have to be sourced from overseas and this will extend the time it takes to service and deliver.

  • TFG Rewards > About the Programme
  • TFG Rewards > Outside of RSA
    • Q: Is the Rewards programme available in all countries where The Foschini Group (TFG) has stores?
      A:

      The Rewards programme will be available in all TFG stores in South Africa, Namibia, Lesotho, Swaziland and Botswana.

    • Q: I shop in two of the countries where The Foschini Group (TFG) has stores where Rewards programme is available. Will I be able to earn and redeem Rewards vouchers in both countries?
      A:

      If you shop in multiple countries, you need to register separately in each country. You can only use your Rewards card (or account card registered for Rewards) in the country in which it was issued. Rewards vouchers can only be redeemed in the country in which they are issued.

  • TFG Rewards > Account and Lay-By Customers
    • Q: I have an account at The Foschini Group (TFG). Can I earn and redeem Rewards vouchers on account purchases?
      A:

      From 1 November 2012, provided you have registered for the Rewards programme, you can earn and redeem vouchers on ALL account and cash purchases.

    • Q: I have an account at The Foschini Group (TFG) but also have a Rewards card which was issued before 1 November 2012. What happens now?
      A:

      All TFG account customers who registered for our cash Rewards programme will automatically have their TFG account cards registered for Rewards. You can use your TFG account card to earn and redeem Rewards vouchers in account or cash sales. You can continue to use your Rewards card for cash purchases only. Any vouchers issued to you will be available to be redeemed using either your account or cash Rewards card.

    • Q: I have an account at The Foschini Group (TFG) and want to register for the Rewards Programme, how do I do this?
      A:

      Signing up for the Rewards programme is simple! All you have to do is click on Register for TFG Rewards you will be registered immediately. You can then start shopping and earning Reward vouchers straight away for cash or account purchases.

    • Q: I have an account at The Foschini Group (TFG) and I tried to register for Rewards but I couldn't. Why not?
      A:

      To enquire further please contact our customer  services department on 0860 576 576

    • Q: Can I use my cash Rewards card to earn rewards on account purchases?
      A:

      No.

    • Q: I have accounts at more than one of The Foschini Group (TFG) stores. Do I need to register them each separately?
      A:

      When you register any one of your TFG account cards, the other cards are automatically registered for Rewards, so you only need to register once. Vouchers issued to any one of your account cards can be redeemed using any of your account cards.

    • Q: I have an account at The Foschini Group (TFG) and I want to register for the Rewards programme. Do I need a separate Rewards card, or do I just need my TFG account card?
      A:

      You only need your TFG account card. You can use it to earn and redeem Rewards vouchers when you make account or cash purchases.

    • Q: I have a lay-by account at The Foschini Group (TFG). Can I register for the Rewards programme?
      A:

      You can register for a cash Rewards card, which you can use to earn or redeem Rewards vouchers for cash purchases. You cannot earn or redeem Rewards vouchers for lay-by purchases.

    • Q: My spouse has an account at The Foschini Group (TFG) and I have a secondary card on my spouse's account. Can I register for the Rewards programme?
      A:

      Your spouse needs to register the TFG account card for the Rewards programme, but your secondary card will be automatically linked to your spouse's account card. All vouchers issued to either card are available to be redeemed by either card.

    • Q: I have an account at The Foschini Group (TFG) which has been registered for the Rewards programme and my child has a secondary card on my account. Can my child earn and redeem Rewards vouchers?
      A:

      Yes, when you register your TFG account card for the Rewards programme, secondary cards are automatically linked to your TFG account card and can earn and redeem Rewards vouchers.

    • Q: I want to apply for an account at one of The Foschini Group (TFG) stores. Will I be able to register for the Rewards programme?
      A:

      Once your TFG account application has been approved, you will be issued with a TFG account card in store. At the same time, (except for lay-by accounts) the cashier will ask you if you would like to be registered for the Rewards programme. If you do, you will be registered immediately and you will be issued with Rewards vouchers for your purchases.

    • Q: Do I have to have my TFG account card with me to earn or redeem Rewards vouchers?
      A:

      You need to bring your TFG account card with you to the store to earn or redeem Rewards vouchers. However, provided you have your ID document or passport with you and with the store manager's approval, you will be able to purchase to earn or redeem Rewards vouchers if you don't have your card with you.

    • Q: I do not have an account at The Foschini Group (TFG) and want to register for the Rewards Programme, how do I do this?
      A:

      Signing up for the Rewards programme is simple! All you have to do is click on Register for TFG Rewards and submit your details. You will be registered immediately. All you have to is go to any TFG store to activate your card & then you can start shopping and earning Reward vouchers straight away for cash or account purchases.

    • Q: I have an account at The Foschini Group (TFG) which is registered for the Rewards Programme. I would like to have a separate Rewards card for my cash purchases. Can I get one?
      A:

      You can use your TFG account card to earn and redeem Rewards vouchers in account or cash sales, so you don't need a separate card for cash purchases. However, if you would prefer to have a separate card to use for cash purchases only, then you need to come into any TFG store and request that you be issued with a cash Rewards card.

  • TFG Rewards > Cards
    • Q: I lost my Rewards Card. Can you replace it for me and what will happen to the Rewards vouchers I earned with the old Rewards card?
      A:

      Yes, we can replace your Rewards card in any TFG store, however, there will be a replacement fee charged. You will need to bring your proof of identity with you. All Rewards vouchers you earned with the old Rewards card will be available to your new Rewards card.

    • Q: Why do I need to have my Rewards card with me to redeem vouchers?
      A:

      In order to make sure that Rewards vouchers issued to you can only be redeemed by you, you need to have your Rewards card with you and it must be swiped. The cashier is unable to type the number in.

    • Q: I want to buy something but I don't have my Rewards Card with me. Will I still earn my next Reward?
      A:

      Unfortunately not. Your Rewards card must be swiped in store as part of the purchase transaction in order to earn Rewards vouchers.

    • Q: My Rewards Card is damaged and does not swipe properly. Can I still use it?
      A:

      Damaged Rewards cards can't be used to earn or redeem Rewards vouchers. The cashier will replace the Rewards card for you in store.

  • TFG Rewards > Communication
    • Q: My cell number has changed and I am no longer getting my Rewards vouchers SMS'd to me. What do I need to do to get the cell number updated?
      A:

      You can provide us with the updated details either by visiting any of our TFG stores, or by contacting customer services on 0860 576 576.

    • Q: My friend who is registered for The Foschini Group (TFG) Rewards programme gets an SMS every time a Rewards voucher is issued, but I don't. What do I need to do to get an SMS?
      A:

      You need to provide us with your cell number and permission to contact you for Rewards marketing purposes. You will then receive an SMS every time a Rewards voucher is issued to you. You can give us these details either by visiting any of our TFG stores, or by contacting customer services on 0860 576 576.

    • Q: I no longer want to receive Rewards voucher SMS messages. What do I need to do?
      A:

      There are a number of options: You can reply to one of the SMS's with the word “STOP”. You can visit any TFG store and ask them to change your Rewards marketing permissions to “NO”. You can phone customer services on 0860 576 576 or send them an email on customerservices@tfg.co.za . Remember to include your name, card number and ID number and ask them to change your Rewards marketing permissions to “NO”.

    • Q: I made a cash purchase but didn't have my Rewards card with me. Is it possible to still receive a voucher after the purchase was made?
      A:

      You need to bring your Rewards card to the store with you for the cashier to swipe in a cash sale in order to receive or redeem Rewards vouchers. Unfortunately Rewards vouchers can't be issued after the purchase was made.

  • TFG Rewards > Lost, stolen or expired vouchers
    • Q: I lost my paper Rewards voucher. Can I still redeem the voucher?
      A:

      As long as you have your Rewards card or TFG account card with you, you don't need to have the paper copy of the Rewards voucher if you want to redeem it. Just tell the cashier you have a voucher you want to redeem and they will be able to look the details up on the system and process the sale without having to print a copy.

    • Q: I lost my paper Rewards voucher. I don't want to redeem it now, but would like another copy. What must I do?
      A:

      Visit any of our stores and ask the cashier to print a copy of the Rewards voucher for you. (Cashiers will not be able to print copies of competition or third party vouchers.)

    • Q: I deleted my Rewards voucher SMS in error. I would like to receive another SMS. What must I do?
      A:

      Visit any of our stores and ask the cashier to send you an SMS of the Rewards voucher. Or you can phone customer services on 0860 576 576 and ask them to send you an SMS of the Rewards voucher. (We are unable to SMS copies of competitions or third party vouchers.)

    • Q: I keep forgetting to use my Rewards vouchers and by the time I get to the store they have expired. What can I do?
      A:

      If you give us your cell number and permission to contact you for Rewards marketing purposes, we will send you reminder SMS messages before your Rewards vouchers expire. To update your details, either ask the cashier at any of our stores, or contact customer services on 0860 576 576.

  • TFG Rewards > About the rewards and vouchers
    • Q: I don't like the Rewards voucher I received. Can I have a different one?
      A:

      We can't replace Rewards vouchers issued to you with other Rewards vouchers. Rewards vouchers are automatically generated when you purchase, very much like a lucky draw.

    • Q: Can I choose which Rewards voucher I get?
      A:

      Rewards vouchers are automatically generated when you purchase, very much like a lucky draw.

    • Q: Can you tell me which Rewards voucher I will get if I buy a particular item?
      A:

      Rewards vouchers are automatically generated when you purchase, very much like a lucky draw.

    • Q: How do I know what vouchers are available to me?
      A:

      You can click on view vouchers, contact our customer services or

    • Q: How can I check what vouchers I have on my card?
      A:

      Click on the view vouchers tab and all current vouchers will be listed.

    • Q: My Rewards voucher expired last week. Can I still redeem it?
      A:

      You cannot redeem expired Rewards vouchers.

    • Q: I am not sure what Rewards I have available to me. How can I find out?
      A:

      You can go into any TFG store, ask the cashier to swipe your card at the checkout and view your unredeemed vouchers. Or you can phone Customer Services on 0860 576 576 and ask them to lookup your unredeemed vouchers.

    • Q: I want to buy something and your store is off-line. Will I still get issued with a Rewards voucher?
      A:

      You will receive a printed docket informing you that the store is off-line and that your Rewards voucher will be SMS'd to you as soon as the store is back on line, provided you have given us your cell number and permission for us to contact you for Rewards marketing. If not, your voucher will still be issued and available for you to when you next visit a TFG store. You can also contact customer services on 0860 576 576 to ask them to advise you what Rewards voucher has been issued to you. (Rewards vouchers are only generated when the store is back on-line, so this could take some time.)

    • Q: I made two purchases on the same day in your store but I didn't receive a voucher on the last sale. Why?
      A:

      You will only be issued with one Rewards voucher per TFG Retail store per day. However, if you receive a Rewards voucher and redeem it in the same store on the same day, you will be issued with another Rewards voucher.

    • Q: I wanted to redeem a Rewards voucher, but when I took the items to the cashier, I was unable to use the voucher for the items I was purchasing. Why is that?
      A:

      Rewards vouchers issued to you will have the details of what you need to purchase in order to redeem the item. Sometimes you have to spend a certain value, other times you need to buy specific product. Generally, unless otherwise specified on the docket, Rewards vouchers can't be used when purchasing marked down or discounted items, airtime, cellular or navigational items. Vouchers also can't be used for purchasing gift cards or on service items such as repairs.

    • Q: I always only shop at one of The Foschini Group (TFG) stores. I keep getting Rewards vouchers for other TFG stores. Why?
      A:

      The Rewards voucher is being issued to you as an incentive to purchase at one of our other TFG brands. We have 18 different brands, with many exciting, different products on offer.

    • Q: If I return an item that I purchased using a Rewards voucher will I get a replacement Rewards voucher?
      A:

      Unfortunately a voucher is not refundable for product returns. So if you return an item on which a voucher was redeemed, we cannot issue a new Rewards voucher. However, if you want to exchange an item, you may be able to do so without losing the benefit of the Rewards voucher, but only at the store manager's discretion.

    • Q: I have a cash Rewards card and now want to apply for an account at one of The Foschini Group (TFG) stores. What will happen to the vouchers that were issued against my cash Rewards card?
      A:

      When your account application is approved and you are issued with a TFG account card, it will be automatically linked to your cash Rewards card. All vouchers that were issued to the cash Rewards card will now be available to be used with either card. (Cash Rewards cards can only be used for cash purchases, whereas your new TFG account card can be used to earn or redeem Rewards vouchers in cash or account purchases.)

  • Vouchers
    • Q: Do I need to use my account when redeeming an account voucher?
      A:

      Vouchers can be valid on cash and / or account purchases. If its valid on cash purchases, you can use it for cash or account. If its valid on account purchases, you can only use it with an account purchase.

    • Q: Can my expired discount voucher be replaced?
      A:

      All vouchers have a validity date. Expired vouchers cannot be used or replaced.

    • Q: Can anyone use my discount voucher?
      A:

      If the voucher is valid on cash purchases, then anyone can use it. If it is only valid on account purchases, it is linked to your account card and only you can use it when making purchases on your account card. If you replace your account card after the date that the voucher was issued, the voucher will no longer work.

    • Q: Can I use my voucher on sales items?
      A:

      Vouchers are not valid on sale / discounted items unless specifically stated on the voucher.

    • Q: Can I use my voucher on cell phones?
      A:

      Vouchers are not valid on mobile phones unless specifically stated on the voucher.

    • Q: I lost my voucher. Can it be replaced?
      A:

      If the voucher was linked to your account, then you can find it on the Customer Self Service portal (login at www.TFG.co.za). Or you can SMS your ID number to 42909. If not, it cannot be replaced.

    • Q: What are the standard voucher T&C's / terms and conditions?
      A:

      Your voucher:

      May be used on merchandise according to the original voucher offer;

      It may be valid at one or more TFG (Foschini Group) store/s including (@home, @home livingspace, American Swiss, Charles & Keith, Donna-Claire, Duesouth, Exact!, Fabiani, Fashion Express, Foschini, G-start Raw, Hi, Luella, Markham, Matrix, Sportscene, Sterns and Totalsports) according to the original voucher offer;

      Can be valid on cash and / or account purchases as indicated;

      Unless specifically stated, it may not be used on sale goods, reduced or promotional discount merchandise, gift cards, cellphones, airtime or navigational equipment; Is non-transferrable and may not be exchanged for cash; Its saving can only be redeemed once on presentation of this original voucher;

      Only one voucher may be used per purchase. You may not accumulate vouchers or use on multiple purchases. A voucher is not refundable for product returns i.e. if you return an item on which a voucher was redeemed, we will not be able to issue you with a new voucher. However,

      if you want to exchange an item, you may be able to do so at the store manager’s discretion without losing the benefit of the voucher; Cannot be used to pay an account; The voucher cannot be replaced if it has expired

    • Q: Can I use my voucher on either of my store cards?
      A:

      If it is only valid on account purchases, it is linked to your account card and only you can use it when making purchases on one of your account cards. If you replace your account card after the date that the voucher was issued, the voucher will no longer work.

  • Policies and Codes
    • Q: What is The Foschini Group’s (TFG) internal complaints handling process?
      A:

      Below is a link to the complaints handling process at TFG: /foschinigrp/applications/foschinigrp/custom/TFG-Internal-Complaints-Handling-Process.pdf

    • Q: Does TFG subscribe to the Consumer Goods and Services Industry Code and the Consumer Goods and Services Ombud Scheme?
      A:

      Yes, TFG is bound by the Consumer Goods and Services Industry Code and is a participant in the Consumer Goods and Services Ombud Scheme.

    • Q: Where can I get a copy of the consumer goods and services code?
      A:

      Download a copy of the consumer goods and services code here