Welcome to iStore Support

Book a Trade-in evaluation

or

Book a technical support slot

or

Chat to us via live chat at the bottom of the page

or

Check out our contact us page

 

Request call back

Request a Call-back

Request a call-back and we'll get
in touch with you.

Learn more
Book a training session

Book Training

Book training in one of our expert classes

Learn more
Screen and Battery Replacements

Screen and Battery Replacements

Apple certified repairs
(Scheduled on a first come first served basis)

Learn More

 

Tech Support

You will need to log in to book a tech support appointment.

FAQ

Online Profile

How do I register an online profile?

Please go to ISTORE click on the top right hand side on the profile page, you will see an option to create an account.

How do I edit any details in my online profile?

Please go to ISTORE click on the top right hand side on the profile page, sign in to your profile and then select edit profile in the top left hand menu.

How do I change the password to my online profile?

Please go to ISTORE click on the top right hand side on the profile page, select forgotten password and follow the prompts.

Delivery

Click and collect

How does Click and Collect work?

Click and Collect allows you to place an order online, pay for it online and collect it at your closest/chosen ISTORE. This can only be done when your preferred ISTORE has stock of the product. Once the order is placed and the payment has been cleared, the order confirmation will be sent to the store. The store will finalise it and you will receive your OTP pin.

What should I bring to the store when I collect my order?

Please ensure that you bring your Green barcoded ID book or your Smart ID card, and the person who placed the order should also use the correct ID number when placing the order. Only the person who has placed the order can collect their product.

How do I find my one time pin?

You will get a customer notification once your order is ready for collection. This notification will contain your OTP.

How long does the Click and Collect take?

Click and Collect is dependant on stock being available in store and can range between same day and next day.

Where are your stores located?

For the full list of stores along with addresses, please click here.

Turnaround time

How long does an online order delivery take?

Between 2-5 days depending on where you are located. For the full view, please click here.

How secure is my delivery?

ISTORE uses a reputable courier company and both entities take the necessary measures to ensure your order arrives safe and sound.

Is there a delivery fee?

Delivery is free for any order over R500. For any order under R500 that courier fee is a set R80.

Can I change my delivery to collection once the order has been placed?

Please contact our sales support team and they will facilitate the address change. Please note that we cannot change an address once the order has been dispatched from the warehouse.

What are your delivery times?

We deliver from Monday to Friday each week during business working hours.

Technical

How do I book a Technical appointment?

To book your product in to have it evaluated by an ISTORE technician, please follow the steps below:

  • Visit ISTORE
  • Select Support in top navigation
  • Select Tech Support
  • Select Type of booking
  • Select Continue
  • Select store, date and time (Note - You have to click on store in calendar)

A confirmation email will be sent to you.

Please back up all your data before your appointment as the ISTORE takes no responsibility for data lost during repairs / upgrades, and are not liable for documents that have not been backed up by the owner.

What can I book a technical appointment for?

You can book an appointment for any Apple products.

How do I cancel a technical booking?

  • Visit ISTORE
  • Log into the website and view your profile. Select My Account.
  • You will see "My Bookings” on the left hand side
  • Click on the booking you would like to manage
  • Click cancel

Can a technical booking help with setting up my product?

It can, specify what you’d like assistance with during your booking steps.

Can the technical team help me with a back-up?

Unfortunately not, you will need to back your product up before coming to the store for your appointment.

How do I back-up my product before attending my technical appointment?

How to back up with iCloud:

  • Ensure your device is connected to a Wi-Fi network. 
  • In settings tap on your name at the top. Then select iCloud.
  • Scroll down until you see a back-up option.
  • Tap on iCloud backup and turn the toggle on (will turn green).
  • During this process make sure you are still connected to a Wi-Fi network.
  • To check that your backup has finished go to settings click on your name then click on iCloud. Select storage, click on manage storage and tap on your device, it should tell you when you last backed up.

How to back up with iTunes:

  • Ensure your device is connected to your computer and open iTunes.
  • Click on the device on the top left corner.
  • Backup to this computer.
  • After the backup has been made you will see the last time that the backup was done which will be an indication that the backup has been done.
  • I Simply follow the on-screen instructions.
  • If you want to back up your health and activity data you will need to also select Encrypt your iPhone backup. If you encrypt your backup and forgot the password, it will be a lost backup which means you will not be able to retrieve any data or information. Be careful when using this option.

How long will a screen repair take?

Depending on which store you book it in with, it could be completed within the same day or within 3 days. This depends on stock and slot availability in store. Please check which store can assist you here.

How long will a battery replacement take?

Depending on which store you book it in with, it could be completed within the same day or within 3 days. This depends on stock and slot availability in store. Please check which store can assist you here.

Which stores offer same day service for iPhone screen and battery repairs?

Please check which store can assist you here.

Training

How do I book for a training session on the new booking system?

Please see steps below to make a training booking at the ISTOREs. To book an appointment for training, please follow the steps below:

  • Visit Events .
  • Select Category of training you’d like to receive
  • Select the store closest to you.
  • Select Details on required training.
  • Go on to the final booking. Ensure you are logged in before making the booking in order to better manage your bookings.

Please note that personal training is charged at R300 per session.

Where can I book a training session?

Visit Events .

Trade-in

How does the trade-in process work?

You can visit ISTORE to receive an estimate trade-in value for your product.

It is best to book a technical support appointment on ISTORE before making your way to the store.

Bring your product to any ISTORE nationwide for the technical consultant to review. The consultant will evaluate your product and offer you a value.

Should you accept the trade in value, you can either apply that value as an instant discount when purchasing a new product or we can issue you a gift card for you to use in the future.

Does the trade-in need to be like for like?

No, you can trade in an iPhone and use the trade-in value towards any purchase from the store. For instance, against the purchase of a new iPad with Apple Pencil.

What can I trade-in?

Just about any Apple Product (excluding accessories) as well as selected smartphones. You can trade-in up to 5 Apple products in a single trade-in transaction. See if you product qualifies fo trade in here.

Do I need an appointment to do a trade-in?

You do, please book your appointment here .

Returns, Exchanges and Refunds

What is the refund and exchange policy?

  • ISTORE will refund or exchange any online purchases within 7 days from the date of receipt as long as the item has not been used or installed and is returned in the original packaging and that the relevant proof of purchase is provided.
  • A 20% handling fee will be charged on opened / used purchases. Software products cannot be exchanged or refunded. Products will not be refunded or exchanged due to incompatibility. Please check compatibility information before placing an order. A courier collection fee of R100.00 may be charged on refunds and exchanges. ISTORE will refund the purchase price of any product within 30 days after you cancel your agreement with ISTORE.
  • ISTORE will give you a refund based on the original payment method used to buy the products.
  • If you have entered into a contract with a mobile cellular operator for a data package and/or to buy a device, returning a product bought through the ISTORE website will not cancel your contract with the mobile cellular operator. You will continue to be responsible for that contract and for any charges and fees that are associated with that contract. Your right to return products that you bought through a contract with a mobile cellular operator and your right to cancel are governed by your contract with the mobile cellular operator.
  • Where you buy services though the ISTORE website, you agree that ISTORE can start providing the services before 7 days have passed from the date that you bought the services.

Payment methods

Credit Cards

In store

We accept all major credit cards including VISA, MasterCard, Diners Club and American Express. VISA and MasterCard debit and cheque cards are also supported. We don’t currently accept Maestro or VISA Electron cards. Selected stores do not accept Amex or Diners club. Please check with a sales consultant in store.

Online

We only accept VISA and MasterCard credit cards online.

Instant EFT

Pay instantly and securely, direct from your bank account with Instant EFT by SID.

Your order will be processed immediately with no delays in transferring your money.

It’s a secure transfer available for ABSA, FNB, Standard Bank, Capitec and Nedbank account holders.

For more information visit SiD Payment.

EFT/Bank Transfer

Please transfer the total amount to:

  • Bank: First National Bank
  • Branch Name: Wierda Valley (260-950)
  • Account Number: 62458869701
  • Account Name: ZA Online Store (Pty) Ltd

Please put your ORDER NUMBER as the BANK REFERENCE and email proof of payment to [email protected] EFT payments may be subject to clearance delays (24-48 hours). We do not accept cheque deposits and cash deposits take up to 5 working days to clear. Stock allocated to your EFT order is only held for 5 days, after this time your order will be cancelled.

Gift cards

Use in the same way as a credit card. All gift cards are valid for 3 years from date of purchase and cannot be exchanged for cash.

Discovery Miles

Make use of the miles collected through Discovery in store or online.

Mobicred

Online only. Mobicred is an online credit facility that allows you to repay the value of your purchase in 12 monthly instalments. Interest is charged at 20.5% per year. Please note that the annual interest rate may change. If you’re new to Mobicred, you'll need to register on Mobicred's website and complete your application. Once approved, you can come back to to your cart and pay for your items using Mobicred.

Please Note:
Your Mobicred application may take up to 2 business days to process and we cannot guarantee that your chosen products will still be available.

FASTA

In-store only. Short term loan offered on products up to the value of R8000. The loan is subject to a credit check which is done in store. You will get an immediate response so no need to wait a few days for the product you want.

Discovery programme

In-store only. Through Active rewards, you can fund an Apple Watch or iPhone. The more goals you achieve in a month, the less you have to pay for your new Apple Watch or iPhone on a monthly basis.

Network contract

What documents do I need to bring into stores open a new cellular contract.

  • Original ID document (not driver’s licence)*
  • Proof of residence (not older than 3 months)
  • 3 months bank statements (stamped by the bank)
  • Proof of banking details
  • Latest payslip 

What documents do I need to bring into stores to upgrade my cellular contract.

  • Original ID document (not driver’s licence)*
  • Proof of residence (not older than 3 months)

Which networks are offered at ISTORE?

ISTORE offers contracts for Vodacom, MTN and Telkom.

What types of contracts does ISTORE offer?

ISTORE offers all the same contracts you would find at the network providers with the exception of special offer. ISTORE in turn runs exclusive network offers on certain products. Look out for these on ISTORE Cellular contracts .

Can I trade in my current iPhone towards another on contract?

You can do this one of a few ways. Firstly, you can trade-in your current iPhone and get the trade-in value as a gift card which can be used against anything in store. Or if you are on Vodacom, you can use the trade-in value to reduce the monthly instalment on your new contract. This is only applicable on selected trade in models. Please check in store for what iPhones qualify.

May I upgrade at ISTORE if I took my contract out at another retailer or provider?

Most definitely!

Vodacom trade-in

How does the Vodacom trade-in offer work?

Bring in your current iPhone and have it evaluated in store. Once you have a trade-in value, you can select a new/upgraded contract in store. The trade in value will reduce the monthly subscription for a new contract by a specific amount for the duration of the contract you take out that day. For more information click here.

May I trade-in an iPhone to reduce the monthly subscription of my current contract?

Unfortunately not. You may only trade-in an iPhone toward a contract renewal (after 24 months or from the date that an early upgrade is possible) or a new contract altogether. You cannot apply a trade-in to a contract that is in the middle of its term.

FNB Payment plan

What credit cards may be used for the payment plan?

Gold, Premier, Private Client and Private Wealth credit cards qualify for this offer. Fusion Cardholders and all Business Cardholders are excluded

What documents do I need to bring in?

None, just bring yourself and your qualifying credit card.

What are the budget options available?

Card options available are 12 and 24 months. Full payment terms Then if you choose to continue payments on a device can exceed this. Please check in store or https://www.myistore.co.za/fnb for more details.

How does it work?

Once you’ve chosen your qualifying product, you can select either 12 or 24 month budget plan. The amount will first come off of your straight facility and be moved over to budget within 24 hours. Please note that the full value of your purchase will reflect against your credit balance and will only become available as instalments are paid each month. For more information, visit https://www.myistore.co.za/fnb

Education discounts

Who qualifies for an education discount?

Teachers, Lecturers, Faculty Staff as well as Tertiary students doing a course of at least 12 months.

What is the discount?

You can get a discount of 3% on a qualifying Mac. Check online or in store for which qualify.

How do I apply for the education discount?

Apply either in store or online.

iCare

What does iCare cover?

iCare extends the warranty of your product by an additional 1-2 years depending on which product you purchased. iPad and iPhone can be extended to 2 years and Mac can be extended to 3 years. iCare Plus extends your warranty as well as offers a screen repair. iCare plus is only valid for iPad and iPhone.

What products is iCare available for?

We have an iCare product for iPhone, Mac and iPad. Please visit this page for more information https://www.myistore.co.za/help-center/icare

How long does iCare cover my product?

iCare extends the warranty of your product by an additional 1-2 years depending on which product you purchased. iPad and iPhone can be extended to 2 years and Mac can be extended to 3 years.

Store and Product information

What are your store trading hours?

Trading hours vary form store to store. For the full list of our store trading hours, please click here.

What are your technical trading hours?

Technical support appointments run up until 1 hour before the respective store closes.

How can I contact my closest store?

We can’t direct you to a specific store but one of friendly consultants can assist you through one of the following channels. Contact Centre on 087 350 2946, email [email protected] or you can make use of the Live chat function on the bottom right corner.

Can availability of products be confirmed or reserved.

Stock can be checked by our contact centre in periods outside of sale, or special shopping events. If there is sufficient stock in a given store, it can be reserved for a limited period of time only

How do I create a quote?

  • You must be logged in to your online profile to create a quote.
  • Select all the products that you require a quote on and add to cart.
  • Once you have selected the products that you need a quote on, view your cart on the top right hand side.
  • Proceed by clicking on view cart and check out option.
  • Select "Get Quote".

If the item is out of stock contact our Contact Centre on 087 350 2946 alternatively use the live chat option on the bottom right corner.

Your account for everything iStore.