The family store
Shipping Policy
📦 Shipping Policy
Thank you for shopping with us! Below you’ll find everything you need to know about how we handle shipping and deliveries.
Processing Time
All orders are processed within 1–3 business days after payment has been received. Orders are not processed, shipped, or delivered on weekends or public holidays.
During busy periods, processing times may be slightly longer, but we’ll always do our best to get your order out as quickly as possible.
Shipping & Delivery Timeframes
Delivery times depend on your location and the shipping method selected at checkout:
Standard Delivery: 3–7 business days
Express Delivery: 1–3 business days
**Please note that these are estimated delivery times and may vary due to factors beyond our control.**
Shipping Costs
Shipping fees are calculated at checkout based on your location and chosen delivery method.
Order Tracking
Once your order has been shipped, you will receive a confirmation message with a tracking number so you can monitor your delivery.
Shipping Locations
We currently deliver nationwide within South Africa.
If you require international shipping, please contact us directly before placing your order.
Delays
While we aim to deliver within the estimated timeframes, delays can occur due to courier issues, weather conditions, or high order volumes. We appreciate your patience in such cases.
Damaged or Lost Parcels
We take great care in packaging your order. However, if your parcel arrives damaged, please contact us within 48 hours with clear photos of the product and packaging.
We will assist in resolving the issue as quickly as possible.
Incorrect Shipping Information
Please ensure that your delivery details are correct when placing your order. We cannot be held responsible for orders delivered to incorrect addresses provided by the customer.
Refund Policy
🔄 Refund & Returns Policy
We want you to be completely satisfied with your purchase. If you are not happy with your order, we’re here to help.
Returns
You have 7 days from the date of delivery to request a return. To be eligible for a return:
The item must be unused and in its original condition
The item must be in its original packaging
Proof of purchase is required
Non-Returnable Items
The following items cannot be returned:
Perishable goods (e.g. food, spices, or consumables)
Custom-made or personalized items
Items that have been used or opened
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If approved:
Refunds will be processed within 5–7 business days
Refunds will be issued to your original method of payment
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item, please contact us within 48 hours of receiving your order.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours with photos of the product and packaging. We will resolve the issue as quickly as possible.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective or incorrect
Shipping costs are non-refundable
Late or Missing Refunds
If you haven’t received your refund yet:
Check your bank account again
Contact your bank or payment provider
If the issue persists, contact us for assistance
Cancellation / Return / Exchange Policy
🔁 Cancellation, Return & Exchange Policy
We aim to provide high-quality products and a smooth shopping experience. Please review our policy below regarding order cancellations, returns, and exchanges.
❌ Order Cancellations
Orders may be cancelled within 12 hours of placing the order, provided that the order has not yet been processed or shipped.
Once an order has been processed or dispatched, it can no longer be cancelled.
To request a cancellation, please contact us as soon as possible with your order details.
🔄 Returns
You have 7 days from the date of delivery to request a return.
To qualify for a return:
The item must be unused, unopened, and in its original condition
The item must be in its original packaging
Proof of purchase is required
Non-returnable items include:
Perishable goods (e.g. food, spices, or consumables)
Opened or used items
Custom-made or personalized products
🔁 Exchanges
We only replace items if they are:
Defective
Damaged
Incorrect (wrong item delivered)
If you need an exchange, please contact us within 48 hours of receiving your order.
Clear photos of the product and packaging may be required.
💸 Refunds
Once your returned item is received and inspected, we will notify you of the outcome.
If approved, your refund will be processed within 5–7 business days.
Refunds will be made to your original method of payment.
Please note:
Shipping fees are non-refundable
If the return is not due to our error, return shipping costs are the customer’s responsibility
📦 Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
Contact us within 48 hours of delivery
Include photos of the item and packaging
We will resolve the issue as quickly as possible, either by replacement or refund.
⚠️ Important Notes
We are not responsible for delays caused by couriers
Please ensure your delivery details are correct when placing your order
Failure to follow return instructions may result in delays or refusal of your return