SHARP INCREASE IN VOLUMES
We continue to experience a sharp increase in volumes which have resulted in orders taking longer than normal to be processed and dispatched. Once we have a paid order it will take 1-3 working days to be dispatched. If you cannot wait that long please do not order as we work on a program of first come first served and in fairness those who have ordered first will be sent first.
NEW COURIER SYSTEM
We have partnered with uAfrica to offer world class service in offering the most economical and efficient shipping options. As with all new developments there are glitches which are effecting a minority of customers. We are working around the clock to resolve this so you can get the world class service from us that you have become accustomed to and deserve. We please ask for your patience and understanding whilst we work through this. Most importantly with this development you will notice that our shipping fees, especially on heavier parcels have been reduced by up to 65%.
Orders are currently taking 1-2 working days to be dispatched.
Depending on your physical location delivery will take 2-7 working days from date of dispatch as follows :
Cape Town Orders - within 2-4 working days from date of dispatch
Main Centers - within 3-6 working days from date of dispatch
Regional areas - within 4-7 working days from date of dispatch
QUERIES ON PARCELS THAT HAVE NOT BEEN DELIVERED WITHIN THESE TIME FRAMES.
Unfortunately there are some delays with the various couriers in responding to our queries as they have been working with a smaller teams (due to Covid19 government regulations and instances of Covid19 in their organisations).The situation is however normalizing and queries are being resolved a lot faster. We are in constant telephonic and email communication with management at all of the courier companies and are escalating issues with them as they are raised with us. From our side we can commit to follow up on your queries till your parcel is received.
REFUNDS ON DELAYED PARCELS
When deliveries are delayed beyond these time frames this is outside of our control. Whilst the overwhelming majority of our valued customers are understanding that these are unprecedented times and that we are doing our utmost to ensure delivery of your parcel, it has become apparent that in a small minority of cases customers cannot wait longer for their parcel. In these cases you are welcome to email us at email@example.com and we will issue a full refund on your order, in-line with our refunds policy where you will be refunded by the payment method used in making payment for your order.
In summary, we please ask you for your patience and understanding over this period. These are unprecedented times and we are doing our utmost to get your orders to you as fast as we can.