Shipping policy
SHIPPING
1. Which countries are available for shipping?
2. Are shipping and returns free?
3. What are the shipping options, times, and costs?
4. How can I track the status of my order?
5. How do I cancel or change my order?
6. I have received the wrong item or an item is missing, what should I do?
7. Why is my parcel "return to sender"?
1. Which countries are available for shipping?
South Africa
2. Are shipping and returns free?
Shipping is free; return fees are free.
For more information on our returns policy, please visit our returns and refunds page.
3. What are the shipping options, times and costs?
Your order is prepared and dispatched according to the shipping methods detailed below:
SHIPPING OF ORDERS
- Standard Shipping
3 to 5 working days
Free shipping
Notes :
- All lead times are given in working days, Monday to Friday.
- Please note that shipping and returns processing times may be extended by up to 72 working hours during sales, public holidays and inventory periods. Once payment has been confirmed, your order is prepared by our warehouse within an average of 24 to 48 hours (excluding Saturdays, Sundays and public holidays). It is then handed over to the carrier, who takes care of shipping according to the times mentioned above (excluding Saturdays, Sundays and public holidays). These times are given as an indication only. We decline all responsibility for any extension of shipping times due to the carrier.
4. How can I track the status of my order?
You can track the progress of your order via the "Orders" section of your customer account.
Once your parcel has been handed over to the carrier, a shipping confirmation will be sent to you by e-mail.
You'll find your tracking number, an estimated shipping date and a link to track your package.
Tracking activation may take up to 24 hours after the actual shipment of the package and depends on the carrier. If the tracking link does not provide any information, please wait until the estimated shipping date before contacting us.
5. How do I cancel or change my order?
Once your payment has been accepted, you have one hour to cancel your order by clicking on "Cancel my order" in your customer account, selecting the order concerned. After one hour, it will no longer be possible to cancel your order. We invite you to request a return via your customer account.
Modification of your order is not available.
6. I have received the wrong item or an item is missing, what should I do?
If you have received an incorrect product or your order is incomplete, please contact our Customer Service Department.
7. Why is my parcel "return to sender"?
A package may be returned to our warehouse ("return to sender") for several reasons :
- The carrier was unable to deliver your package due to insufficient information.
- The shipping address is incorrect.
- The recipient does not live at the address indicated.
- Technical errors preventing parcel shipping.
Once the parcel has been received in our warehouse, we will process your refund within 5 to 10 working days.
