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Identity Contact Details

Identity is a South African fashion retailer selling women’s, men’s and kids’ clothing, footwear and accessories. It trades as Identity Retailing (Pty) Limited and is part of the Truworths group. The contact details below were read from identity.co.za on 2 September 2026.

Official contact channels

The two numbers are only two digits apart and go to different teams. 021 460 2426 handles online shopping – orders, delivery, the website. 021 460 2400 is general customer service. Both are Cape Town geographic lines charged as normal calls, and there is no shared-cost or toll-free alternative.

The mailboxes split the same way: online@ for a web order, services@ for everything else.

What this organisation provides

Identity sells fashion across women’s, men’s and kids’ ranges through stores nationwide and online, with an Identity account offering credit, and free collection at any Identity store.

Returns and exchanges are free in-store within 30 days, subject to the published terms. Taking an online order back to a store is usually faster and cheaper than arranging a courier return.

The credit account is not Identity’s own. The site states that credit is provided by Truworths Limited (registration 1940/013923/06), a registered credit provider under NCRCP45. So a balance, statement, settlement or arrears query is a Truworths credit matter, and the retail customer service line cannot resolve it.

Address and operating information

Identity publishes no head office street address or call centre operating hours on its site. Store addresses and trading hours are listed individually through the store finder.

Corporate identity for formal correspondence: Identity Retailing (Pty) Limited, CIPC registration number 1965/001234/07.

Support and escalation routes

Take an in-store purchase back to the branch with the till slip; use the online number or online@ for a web order, quoting the order number. Keep the reference for anything escalated.

A garment fault is a right under the Consumer Protection Act within six months, where the choice of repair, replacement or refund is yours. A change of mind is store policy – here, the 30-day in-store window.

Escalate a goods complaint to the National Consumer Commission. An account dispute goes elsewhere – to the National Credit Regulator or the Credit Ombud, quoting NCRCP45, because the credit agreement is with Truworths rather than with Identity.

Sources