Shipping policy
1. Overview:
This policy forms part of the overall terms and conditions of Zella Skincare and any and all terminology have the same meaning as set out in the terms and conditions, unless otherwise stipulated.
14. Delivery
14.1 Delivery fees
14.1.1 Zella Skincare charges delivery fees based on the size and weight of the product(s) in respect of the total order and taking into consideration the location of delivery.
14.1.2 Delivery fees are charged in ZAR amount and calculated at the end of the order for the customer.
14.2 Place of delivery
14.2.1 Zella Skincare delivers orders within business hours only in the Republic of South Africa.
14.2.2 We deliver door to door and packages are sent to a street address.
14.2.3 We do not deliver to PO Boxes.
14.2.4 You will be required to indicate where in South Africa you want delivery and provide your contact information to be used in connection with the delivery.
14.2.5 Your package will be delivered to the address you specify in the checkout procedure.
14.2.6 Delivery will be deemed to have taken place once the courier has obtained a signed delivery run sheet or electronic equivalent from any person at the specified address.
14.2.7 If there is no one present at the time of delivery, our courier may use the contact number provided to be used in respect of the delivery in order to indicate that a delivery was attempted.
14.2.8 If the first attempt of delivery could not take place, your purchased product(s) will be stores with the courier company for a maximum of 7 days. It is your responsibility to contact the courier company directly within those 7 days to arrange a second delivery or collection of your parcel from the courier company. We will make all reasonable efforts to keep track of parcels and do our best to make contact with customers in respect of their parcels if the above mentioned situation does take place.
14.2.9 If you are unable to arrange a second delivery or collection of your parcel within the stipulated time frame in section 14.2.8, your parcel will be sent back to our warehouse. We will attempt to contact you to arrange another delivery attempt – you will be charged a second delivery fee based upon your location, weight and size of the parcel.
14.3 Delivery times and delays
14.3.1 Delivery time frames are deemed as having started upon confirmation of order completion sent to you via email from Zella Skincare.
14.3.2 Subject to stock availability and receipt of payment, orders will be processed within 3-5 working days and handed over to a courier company to be delivered to you.
14.3.3 Unless we inform you otherwise before you place your order and before final confirmation, the estimated maximum delivery time for an order is 1-7 working days, depending on your location.
14.3.4 Deliveries are made to street addresses only and thus no deliveries to PO Box addresses are allowed.
14.3.5 All deliveries take place during business hours only, thus no deliveries over weekends or on public holidays.
14.3.6 Zella Skincare will supply all products to the courier company in good order and will ensure the products bought are delivered to your stated delivery address in the same order.
14.3.7 Zella Skincare will within reason ensure that delivery information provided on the website is correct and should delays incur with deliveries, every reasonable effort will be made to inform you.
14.4 Delivery complete
14.4.1 A delivery is deemed complete as soon as the package is handed to an individual at your chosen delivery address and signed for.
14.4.2 This is also applicable when the package has been handed over by the courier as indicated in their tracking system.
14.4.3 As the buyer, it is your responsibility to ensure that you or the intended receiver inspect the package on arrival and makes any well founded complaints known.
14.4.4 The receiver has the right to refuse the package if in any way it appears to have been opened or it is already damaged.
14.4.5 Such claims and complaints must be directed to the attention of Zella Skincare by logging a return or refund on the website through your account dashboard.
14.5 Lost parcels
14.5.1 Should you not receive your package within 10 days of the date the courier receives your product(s) on the tracking system, it is your responsibility to notify us.
14.5.2 Should you not notify us within a 30 day period, any claim to the product will be deemed to have been waived and lapsed.
14.5.3 If neither the tracking system nor the warehouse provides any indication where your package is, you need to contact Zella Skincare on support@zellaskincare.com.
14.5.4 If your parcel is found, it will be sent to the delivery address specified by the normal procedure.
14.5.5 If the package is declared lost and you have notified us within the stipulated time period, Zella Skincare will notify you and reimburse you for the lost package – the amount of the product purchased and the delivery fee paid by you.
14.6 Damaged parcel
14.6.1 Should your package arrive damaged, the receiver of the package is required to write an endorsement on the delivery couriers run sheet at the time of receiving the goods.
14.6.2 In the situation where the customer notices any damages after the courier has already left, they must repost the damages to us within 24 hours by logging a return/refund on the website through their account dashboard.