Shipping and Delivery Policy
Delivery Areas
Delivery is available within the Republic of South Africa to serviceable addresses.
We reserve the right to decline delivery to certain remote, restricted, or high-risk areas. If we cannot deliver to an address after an order has been placed, we will contact the customer to discuss collection, an alternative address, or a refund.
Delivery Service Provider
Deliveries are fulfilled through an appointed third-party courier service provider. Courier services may be subject to the provider’s reasonable delivery requirements.
We are not responsible for delays caused by force majeure events or circumstances outside our reasonable control, but we will provide reasonable assistance and honour any customer rights that apply under South African law.
Order Processing
Orders are generally processed within 1 to 3 business days following payment confirmation. Business days exclude weekends and South African public holidays.
Orders are accepted only once payment has been successfully received and stock availability has been confirmed. Processing may take longer during promotional periods, public holidays, or unusually high order volumes.
All deliveries are subject to the terms and conditions of The Courier Guy, which can be viewed on their website: www.thecourierguy.co.za.
Delivery Timeframes
Estimated delivery time is 2 to 5 business days after dispatch, depending on the delivery location and courier service. Remote areas may take longer.
Delivery timeframes are estimates and are not guaranteed. We will notify the customer where we become aware of a material delay.
Shipping Fees
Shipping costs are calculated at checkout based on the order specifications, parcel size or weight, and delivery location.
We reserve the right to correct a shipping-fee calculation error. If additional payment would be required, we will contact the customer for approval before dispatch; otherwise, the customer may cancel the affected order for a refund.
Delivery Responsibility and Risk
The customer is responsible for providing a complete, accurate, and accessible delivery address and a telephone number at which the recipient can be reached.
Risk passes to the customer when the goods are delivered to the address provided or collected by the customer or an authorised recipient. Ownership passes once full payment has been received.
Customers should inspect goods upon receipt and report damaged, missing, or incorrect items within 48 hours where reasonably possible. This does not limit rights that cannot lawfully be limited.
Failed Delivery
If delivery fails because the address or contact details supplied are incorrect, the premises are inaccessible, or no authorised person is available to receive the order after reasonable delivery attempts, the parcel may be returned to us.
Reasonable additional charges may apply for storage, return, or re-dispatch where the failed delivery was caused by incorrect customer information or unavailability. We will contact the customer before arranging re-dispatch.
Order Collection
Where collection is offered at checkout or arranged with us, the customer must wait for confirmation that the order is ready. The customer or authorised collector may be required to provide the order number and suitable identification.
Contact
Email: admin@thefactoryshopsa.co.za
Telephone: +27 (21) 204 0182
Address: Unit 3, 5 Montague Drive, Montague Gardens, South Africa