Updated on Tuesday 26 May 2020
SHARP INCREASE IN VOLUMES AND CONSTRAINED COURIER SYSTEM
We continue to experience a sharp increase in volumes which have resulted in orders taking longer than normal to be processed and dispatched. In addition our courier partner Dawn Wing, have per government regulation been limited with the amount of staff they are allowed on their various premises. They have also experienced a massive increase in volumes and as a result deliveries are taking longer to be delivered than normal. For clarity purposes we have opened this page to keep our customers informed of the likely processing, dispatch and delivery times.
Orders are currently taking 4-5 working days to be dispatched.
Depending on your physical location delivery will take 2-9 working days from date of dispatch as follows :
Cape Town Orders - within 3-7 working days from date of dispatch
Main Centers - within 4-9 working days from date of dispatch
Regional areas - within 5-9 working days from date of dispatch
QUERIES ON PARCELS THAT HAVE NOT BEEN DELIVERED WITHIN THESE TIME FRAMES.
Unfortunately there are delays with Dawn Wing couriers in responding to our queries as they have been working with a smaller team (due to Covid19 government regulations), and experienced a massive increase in volumes as their customers have been sending higher than normal volumes. They have committed to having the situation resolved within the next 5 days within which time normal levels of service should resume. We are in constant telephonic and email communication with management at Dawn Wing 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 firstname.lastname@example.org 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.