Shipping

Responsibility After Shipment: Once your order leaves our facility, we no longer have control over the shipment. The responsibility for ensuring the safe and timely delivery of your package lies solely with the courier company. While we make every effort to partner with reliable and professional courier services, we cannot be held liable for any damages, delays, or losses that may occur during transit. If you encounter any issues during the shipping process, such as a delay or damage, please contact the courier directly to address your concerns and file any necessary claims. It is important to remember that we cannot mediate or guarantee outcomes with third-party couriers.                              

Standard Shipping Rates: Standard rates exist for a regular order shipped in a standard sized box up to 4.5kg delivered to a recognized address within our normal delivery area.    

Damages During Shipping: If your order arrives in a damaged condition, it is essential to understand that the courier company holds responsibility for such incidents. To assist in any claims process, we strongly advise that you do not discard any packaging materials or damaged items until you are completely satisfied with the resolution. Retaining the original packaging and documenting visible damage through photos will significantly improve the chances of a successful claim with the courier. Promptly reporting the damage to the courier and initiating a claim is the recommended course of action. Additionally, please notify our customer support team so we can provide guidance or assistance where possible.              

Claims for Shortages or Damage: Any claims for shortages or damages must be reported within 24 hours of receiving your shipment. Failure to report issues within this time frame may result in an inability to address the problem effectively. To file a claim, please contact our customer support team and provide your name, order number, and detailed information about the shortage or damage. Including photos of the package and its contents will help expedite the resolution process.   

Returns and Errors: We are committed to rectifying any errors on our part swiftly and efficiently. If the return is due to an error on our end, we will cover the cost of return shipping by providing a return authorization number and a return label for the shipment.  Both the return authorization number and the return label are to be affixed to the outside of the returned package. Returned shipments without this information on the outside of the package will be refused at the expense of the customer. For all other returns, such as those resulting from a change of mind or personal preference, the customer is responsible for covering the cost of return shipping. Please note that we do not accept collect shipments under any circumstances, and any such shipments will be refused upon arrival. We recommend contacting our support team prior to initiating a return to ensure all conditions are met and the process is as smooth as possible.                            

Incorrect Addresses or Refusal of Shipment: Providing inaccurate or incomplete shipping information can lead to significant delays and additional charges. It is crucial to double-check the address you provide during checkout to ensure it is accurate, complete, and suitable for receiving deliveries. If a shipment is returned to us due to an incorrect address or if the package is refused by the recipient, the customer will be responsible for any fees incurred, including reshipping and restocking costs. Refusals may also delay the resolution of any issues, so we encourage open communication with our support team if concerns arise.