ONLINE ORDERS FREQUENTLY ASKED QUESTIONS

General

How do I find my vehicle VIN?

Your vehicle's Vehicle Identification Number (VIN) can typically be found on the vehicle’s license disc

which is visible on the windscreen as well as on your vehicle registration documents.

If you are a My Toyota App user, you can find your VIN details under My GarageDetails section.

What products are available for purchase?

The online store features a selection of Toyota Genuine Parts, Accessories, and Merchandise. However, please note that due to stock availability and safety critical items, not all products may be listed on the website. If you cannot find a specific product you are looking for, please reach out to Umlazi Toyota directly by using the enquire function. The dealer will assist you further with your specific request.

Is there a warranty on products purchased?

Products sold come with a Toyota Genuine Warranty as per the warranty policy found on the product detail page, which will apply to the product purchased.

How are payments processed?

To ensure a secure and seamless payment process, all transactions on our website are directed through the trusted and reliable PayU platform. PayU provides a safe and efficient payment gateway for processing credit card payments, offering added layers of security and convenience for our customers during the checkout process. At present, we only accept card payments for purchases.

Can I cancel or modify my order after it has been paid for and processed?

order is placed, it cannot be modified. However, you can cancel your order by contacting Umlazi Toyota immediately for assistance.

What happens if a part is not listed on the website?

If you cannot find a specific product you are looking for, please reach out to Umlazi Toyota directly by using the enquire function. The dealer will assist you further with your specific request.

Can I fit a part at a Toyota dealer?

Yes, you can have the purchased part installed at a Toyota dealership. Please reach out to your dealer where products were purchased from for fitment services.

What should I do if I cannot find a specific dealer on the website?

While the program includes several dealers, there might be instances where a particular dealer is not yet part of the online initiative. The website displays all participating dealers. Our support team, on 031 949 6500, can direct you to the nearest participating dealer.

Returns & Refunds

I received a damaged/incorrect or incomplete product. How can I return it?

If the product you received is damaged, incorrect or incomplete the return will be accepted within 15 days from the date of receiving the products. Please ensure that the products are returned in the same condition as received in the original packaging. Returns are only accepted at the dealership where the products were purchased from. Returns can be logged directly on the website or by contacting the dealer from which you made your purchase. Products can be returned by:

Courier pickup
Locker delivery
Drop off at the dealer from which you made your purchase

Once the dealer receives and inspects the products, provided the return has been approved by the dealer, the refund will be processed to the original card used for purchase within 7 working days.

Can I return a product to a different dealer than the one I purchased at?

Returns are only accepted at the dealership where the products were purchased from.

How can I return products?

To initiate a return, please log in to your account on the e-commerce website and navigate to the "Order History or Log a Return" section. Select the specific order and products you wish to return. Follow the prompts to generate a return request. Alternatively, you can visit or call the dealership from which the products were purchased and request a return.

What is the return policy for Genuine Parts & Accessories purchased?

When you purchase Genuine Parts & Accessories, we want you to be happy with your purchases. However, we know that sometimes you might need to return products.

Returns will be accepted at Umlazi Toyota’s discretion based on the following terms and conditions:

Returns are accepted within 15 working days after delivery to the customer.
Returns must be complete and in the original packaging.
If the products arrived damaged or incorrect, please pack the products in the original packaging for return.
Products returned must be in their original condition, including all components, and cannot be disassembled, mounted, or damaged due to incorrect installation.
The item must not have been fitted to a vehicle (warranty policy applies).
Manufacturer’s warranty will in all cases apply to all returned Genuine Parts & Accessories.
We are not responsible for installation errors made by a non-authorised dealer.
Delivery charges are not reimbursable unless the return directly results from our error.
Returns are only accepted by the dealership from where the Genuine Parts & Accessories were purchased.
Returns must be logged on the website or directly at the dealership from which you made your purchase.
Original invoice must be produced if required.
Once the dealer has inspected the product, and approved and validated the return, the refund will be processed to the original payment method within 7 working days.

What is the return policy for Genuine Merchandise purchased?

When you purchase Genuine Merchandise, we want you to be happy with your purchases.  However, we know that sometimes you might need to return products. 

Returns will be accepted at Umlazi Toyota’s discretion based on the following terms and conditions:

Returns are accepted within 15 working days after delivery to the customer.
Returns must be in complete and original packaging.
If the delivery arrived damaged or incorrect, please pack the product in original packaging for return.
All returns must be in their original condition, packaging, undamaged, unused, and original condition with all stickers and labels attached.
Delivery charges are not reimbursable unless the return directly results from our error.
Returns are only accepted by the dealership from where Genuine Merchandise were purchased.
Returns must be logged on the website or done directly at the purchasing dealership.
Original invoice must be produced if required.
Once the dealer has inspected the Genuine Merchandise, approved and validated the return, the refund will be processed to the original payment method.

Can products be exchanged?

Currently, we do not offer direct product replacements. However, you can return the item following the outlined return process and place a new order for the correct product.

Delivery Options

What courier service does Toyota South Africa use for deliveries?

At Toyota South Africa, we utilise DSV Couriers as our trusted courier partner for deliveries.

Is it possible to schedule a delivery for a specific date or time?

Yes, you can choose a preferred delivery date, however the delivery time will be confirmed with the courier partner once the product is out for delivery.

Who do I contact for any queries for my order?

Please feel free to contact our customer support team if you have any questions or require assistance with your order.

Tel: 031 902 2000

Email: isales@dsouth.co.za

How do I track my order after purchase?

Once your order is confirmed, you will receive a confirmation email or text regarding the status of your order. Alternatively, you can log into your Account on the e-Commerce website to track the status of your order.

Can I change the delivery address after my order has been shipped?

Once your order has been shipped, changing the delivery address online may not be possible. However, if you need to change the delivery address, please reach out to the DSV Contact Centre on 0861 80 30 80 as soon as possible to see how best your request can be accommodated.

How do locker pick-ups work for a customer?

Lockers provide a convenient and secure way for customers to retrieve their products.

Here's a step-by-step guide on how locker pick-ups work:

1. During the purchase process, customers will have the option to choose locker delivery. The locker location that is most convenient for pick up must be selected.

2. An SMS notification will be sent to the customer once the package has been placed in the selected locker. This SMS will contain a unique PIN code which must be entered on the locker keypad when collecting.

3. Once the correct PIN is entered, the respective locker door containing the package will automatically unlock and open, granting access to the package.

4. Customers have a 48-hour window to retrieve their package from the locker, SMS reminders will be sent to retrieve the package.

5. What should I do if I am unable to collect my package from the locker in time?

5.1 If you find yourself unable to collect your package from the locker within the designated timeframe, the following will happen:

The package will be automatically returned to the DSV delivery hub.
DSV will then initiate contact with you to arrange delivery using the contact details provided during your order placement.

How do I arrange for a return via a locker?

Arranging a return via a locker is an easy process.

Here are the steps to follow:

Log a return online from the My Account section on the e-Commerce website.
Locate the specific order or item you wish to return.
During the return process, you will have the option to choose the "Locker Drop-off" method as your preferred return option. (For products that cannot fit in the locker, this option will not be available)
Select Locker Drop-off Option if available:
After selecting the locker drop-off location, you will receive detailed instructions via email on drop off and packing instructions, as well as the unique code for the locker.

Are there any products that cannot be returned through a locker?

Yes, there are certain products that cannot be returned through a locker due to size and weight restrictions. Lockers have specific limitations in terms of both the maximum weight and size of products they can accommodate.

Privacy & Data Protection

How is my data protected?

We take your privacy and data protection seriously. All personal and payment information is secured using global industry-standard encryption protocols to ensure the safety and confidentiality of your data.