Frequently Asked Questions

Orders & Products

What products do you sell?

We currently offer T-shirts and caps, with additional streetwear products planned for future collections.

Are your products ready to ship?

Yes. We keep a small amount of finished stock available. We aim to prepare orders within approximately one business day.

How do I choose the right size?

Each T-shirt product page will include the available sizes and, where applicable, a size guide to help you choose the best fit.

What are your T-shirts made from?

The material composition will be stated on the individual product page and/or product care label.

Will the colour of my product look exactly like it does on my screen?

Colours may appear slightly different depending on your device, screen settings, lighting and other factors.

Ordering & Payment

What payment methods do you accept?

Online orders are currently processed through PayFast at checkout.

Do I have to pay for my order upfront?

Yes. Orders must be paid in full before we can begin processing them.

Can I cancel my order?

You may request cancellation while your order has not yet been fulfilled. Once your order has been fulfilled or dispatched, cancellation may no longer be possible and you may need to follow our Returns & Exchanges Policy.

I was charged but didn't receive an order confirmation. What should I do?

Please contact us at tristanjadestreetwear@gmail.com with your order and payment details so that we can investigate.

Shipping & Delivery

How much is delivery?

Our standard delivery fee is R70.

Do you offer free delivery?

Yes. Orders of R500 or more qualify for free delivery.

How long does delivery take?

We aim to prepare orders within approximately one business day. Delivery times after dispatch depend on the destination and courier service.

Who delivers my order?

Orders outside our local delivery area are generally sent using our nominated courier or another suitable courier. Our current nominated courier is Fastway.

Do you offer local delivery?

Yes. We may personally deliver orders within our local delivery area. The standard delivery fee is R70 unless the order qualifies for free delivery.

Can I track my order?

Where courier tracking is available, we will provide your tracking information.

What happens if I'm not home when my order arrives?

The courier or Tristan Jade Streetwear may attempt to contact you or arrange another suitable delivery arrangement. Additional delivery costs may apply in certain circumstances.

What if I entered the wrong delivery address?

Please contact us as soon as possible. If your order has already been dispatched, additional delivery costs may apply where the incorrect address has caused the delivery problem.

Do you ship internationally?

We primarily ship within South Africa. International shipping may be available by arrangement. Please contact us before placing an international order.

Returns & Exchanges

What is your return policy?

We offer a 14-day return and exchange period for eligible purchases. Customers must contact us within 14 days of receiving their order.

Can I exchange an item if I ordered the wrong size?

Yes, provided the item meets our return conditions and the requested replacement size is available.

Can I return something if I simply changed my mind?

Yes, subject to our 14-day return period and the product meeting our return conditions.

What condition does an item need to be in to be returned?

Returned items must generally be:

• Unworn

• Unwashed

• Undamaged

• Free from stains, marks, odours or other signs of customer use

• Unaltered

• Have the original tags attached

• Returned with the original packaging where reasonably possible

Items must be returned in substantially the same condition in which they were received.

Who pays for return shipping?

For a voluntary change-of-mind or wrong-size return, the customer generally pays the cost of returning the item.

If we sent the wrong item or there is an issue that is our responsibility, we will handle the appropriate return or replacement costs.

How will I receive my refund?

Approved refunds will generally be processed to the original payment method.

Can I return a Final Sale item?

Products specifically marked as Final Sale are excluded from our voluntary change-of-mind return and exchange policy.

This does not affect any statutory consumer rights or remedies that may apply.

What if my product is defective?

Please contact us as soon as possible with your order details and, where appropriate, photographs of the issue.

We will assess the problem and provide the appropriate remedy where required.

Product Care

How should I wash my Tristan Jade T-shirt?

We recommend turning the T-shirt inside out, washing with cool or cold water and using a mild detergent.

Always follow any specific care instructions provided on the product or care label.

Can I put my T-shirt in the dryer?

Air drying is recommended.

Excessive heat can contribute to shrinkage, fading and deterioration of printed or heat-pressed designs.

Can I iron over the design?

No. Do not place a hot iron directly onto a printed or heat-pressed design.

If ironing is necessary, turn the garment inside out or use a protective cloth between the iron and the design.

How should I clean my cap?

We recommend gentle hand cleaning with a damp cloth and mild soap where necessary.

Avoid prolonged soaking, washing machines, tumble dryers and excessive heat unless the specific product's care instructions state otherwise.

What happens if the print starts peeling or cracking?

Please contact us so that we can assess the product.

Normal wear and tear or damage caused by improper washing, excessive heat, harsh chemicals or failure to follow care instructions may be treated differently from a manufacturing or product defect.

Orders & Security

What happens if my order appears fraudulent?

We may investigate suspicious or unusual orders and, where legally permitted, delay, cancel or refund an order.

Why might Tristan Jade Streetwear contact me after I place an order?

We may contact you if we need to confirm order, payment or delivery information, particularly where information appears to be incorrect or unusual.

What if my tracking says delivered but I didn't receive my order?

Please contact us as soon as possible.

We will investigate the matter using the available order, courier, tracking and proof-of-delivery information.

What if I believe someone has copied a Tristan Jade Streetwear design?

Please contact us at tristanjadestreetwear@gmail.com with information about the suspected unauthorised use.

Contact Us

How can I contact Tristan Jade Streetwear?

Email: tristanjadestreetwear@gmail.com

Phone: +27 (67) 205 2331

Business Address: 4 Groenhof Road, Northcliff, South Africa

Still have a question?

Didn't find what you were looking for?

We're happy to help. Contact the Tristan Jade Streetwear team and we'll get back to you as soon as possible.

Email us at tristanjadestreetwear@gmail.com