Frequently Asked Questions

Create an account

In order to checkout you need to have an online account. To register for an account:

  1. Click on the person icon located at the top of your screen.

  2. Select the option to register an account.

  3. Enter your required information.

  4. Click on the “Create” button

Place an order

  1. Once you have selected your size and colour for the product you want, select the “Add to Cart” button.

  2. Select the cart icon located on the top right of your screen.

  3. All your items in your cart will drop down from the top of your screen.

  4. Click on the “Checkout” button

  5. If you have an existing online account, you will be requested to log into your account. If you do not have an account, you will be required to create an account before checking out.

  6. Once you have successfully logged into your account, you will be required to enter your delivery address information

  7. Once all your details have been filled out you can enter a promotion code if you have one which will deduct a certain amount off your order.

  8. Once you have filled out all the required information and you are happy with your order. Select the ‘Payment’ button where you will be requested to enter your payment details.

What if I forget my password?

Navigate to the ‘My Account’ section and select the Login button. You will be redirected to the Login Page. Select the ‘Forgot password’ link. You will then be required to enter your email address. From there, you will receive an email with a link to reset your password.

To change your account details.

  1. Login to your account

  2. Select "View Addresses" on your account page

  3. Click the ‘Edit’ or ‘Add A New Address’ button to edit your address and contact information for that address.

How do I view my basket on the website?

To check out what's in your cart:

  1. Select the cart icon located on the top right of your screen.

  2. All your items in your cart will drop down from the top of your screen.

  3. If you Click on "View Cart" button, this will redirect you to your Cart page where you can change quantity and remove items.

Where is my order?

Once your order has been packed and is ready to ship, you will receive an email containing your order information and a link to track your order. By clicking on the link you will be redirected to the tracking page where you can track the status of your order.

What is SID Instant EFT?

SID Instant EFT (Electronic Fund Transfer) has been one of South Africa’s most trusted online payment methods since 2007. SID allows you to pay Sole Candy directly from your bank account via your existing internet banking facility. Don't panic if you've never used SID before. It's easy! You don’t require any banking or payment information from Sole Candy prior to completing your payment as SID automatically populates the payment details for you. There’s no shopper registration required and you can complete your payment in 5 easy steps!

  1. Select the SID payment method at checkout.

  2. Select your bank.

  3. Next, please enter your login details for your internet banking account. Rest assured, you are logging directly into your internet banking account and your bank security will remain in place.

  4. Select the bank account you wish to pay from (If you have more than one account linked to your internet banking profile).

  5. Complete the payment by entering a One-time PIN received from your bank, or responding to a push message received from your bank (You will be directed back to the Sole Candy website once payment has been completed).

Sole Candy will receive instant payment confirmation, so you don’t have to fax or email your proof of payment, and your order can be filled immediately. SID’s smooth, automated payment process makes online payment quick, convenient and secure! For more information, visit

Is SID Secure?

    SID uses advanced encryption to ensure complete data protection, and although SID invokes your internet banking service, it does not store your bank account login details such as usernames and passwords.

    SID allows online payments to be made securely, via the internet banking platforms of South Africa’s most trusted banks. SID transactions are thus subject to the same, comprehensive security provided by your bank’s internet banking platform. You will still need to enter a One-time PIN received from your bank, or respond to a push message received from your bank in order to complete the payment.

    SID is independently monitored and verified by leading privacy and security certification specialists, Trust Guard, and GoDaddy, thereby providing even greater protection and peace of mind.

Why choose the SID payment method?

    You don’t have to register in order to make SID payments. Anyone with a supported internet banking facility can use SID to pay online.

    An instant payment receipt is issued, so you don’t waste time waiting for payment confirmation, and your order / booking can be completed immediately.

    You’re no longer forced to draw on credit in order to make online purchases. SID gives you the freedom to shop online without a credit card.

    By automatically populating the transaction details, SID eliminates finger errors, giving you peace of mind and making payment quick and easy.

    SID is fully compatible with all mobile devices, allowing you to make secure payments easily via your mobile phone or tablet.

I have not received a One-time PIN VIA SMS

Some banks make use of a USSD push message for payment authorisation. In such instances, you will need to respond to the push message received from your bank in order to complete a payment. Other banks make use of One-time PIN payment confirmation. Occasionally, there may be issues encountered with receiving your One-time PIN SMS from the bank. If you do encounter any issues, please try the following steps:

  1. Ensure that the SIM card in your mobile device you are checking has the same number that was used to register on with your bank.

  2. Check your message Inbox on your mobile device to ensure that you have sufficient space to receive new incomings SMSs.

  3. Delayed SMS delivery may occur when your mobile device loses connection to the mobile network. Please check your connectivity.

  4. Try restarting the mobile device to re-establish connectivity with the mobile network.

  5. Check with your mobile network operator to ensure that they are not experiencing any issues. At times, there may be congestion on downstream carrier networks. The issue usually resolves itself as SMS traffic starts to clear. Please allow a few minutes before clicking on the SMS Resend button.

  6. If all else fails, please escalate to your bank by contacting their internet banking help desk for assistance.

The SID page is constantly looping

In most instances, it only takes a few minutes to complete a SID transaction. However, in some cases, your bank may return an error message or internal message within your banking profile which may halt the SID transaction process. First, please try to refresh your browser page. If this does not resolve the issue, please login directly to your internet banking account and check for the following:

  1. Ensure that any transaction limits (e.g. daily or monthly) have not been exceeded.

  2. Your bank may post messages and updates before you can proceed to complete a once-off payment. Please confirm any bank notices accordingly.

  3. Ensure that your FICA information is updated on your banking profile. If you are unable to check this via your internet banking portal, please contact your bank’s internet banking help desk for assistance.

Once the above has been completed, please logout of your internet banking and retry the payment from the merchant’s website.