Effective Date: [Insert Date]
At Viola, we work to deliver your order quickly, safely, and transparently across South Africa. This policy explains how we process, ship, and deliver your purchases.
1) Where We Deliver
We deliver to most physical addresses within South Africa. Deliveries to remote/outlying areas may take longer. We do not deliver to P.O. Boxes. Availability of delivery options to your address will be shown at checkout.
2) Processing Times
1. Orders are typically processed within 1–2 business days (Mon–Fri, excluding public holidays).
2. Orders placed after 15:00 SAST or on weekends/public holidays are processed on the next business day.
3) Delivery Options & Estimated Timelines
1. Delivery timelines start from the dispatch confirmation, not from the time you place the order.
2. Standard Delivery: Main Centres (e.g., Johannesburg, Pretoria, Cape Town): 2–4 business days
3. Regional/Outlying Areas: 3–7 business days Expedited / Next Business Day (where available)
4. Shown at checkout for eligible addresses and products. Cut-off times apply. Same-Day/Weekend Delivery (select metros only; if available)
5. Eligibility and fees will be displayed at checkout.
Note: Delivery time frames are estimates and can be affected by factors beyond our control (e.g., severe weather, carrier delays, peak periods).
4) Delivery Fees
1. Standard Delivery:
2. Expedited Delivery:
3. Additional surcharges may apply for oversized items or remote areas (you’ll see this before confirming your order).
5) Order Tracking
Once your order ships, you’ll receive a dispatch email with your tracking link. Use it to follow your parcel’s progress and ETA in real time.
6) Delivery Attempts & Access
Our couriers may make up to 2 delivery attempts. If no one is available or access is restricted, the parcel may be redirected to the nearest depot or returned to us. We’ll contact you to arrange redelivery (additional fees may apply).
7) Receiving & Inspecting Your Parcel
Please inspect your parcel upon delivery. If the packaging appears damaged or tampered with, you may refuse delivery and notify us immediately. If you discover an issue after delivery, contact us within 48 hours with clear photos so we can assist.
8) Risk & Title
Risk in the goods passes to you upon delivery to your specified address (or upon successful collection, if that option is ever offered). Until delivery occurs, the risk remains with us or our logistics partners.
9) Delays & Your Legal Rights
We aim to deliver within the agreed or indicated timeframe. If we’re unable to perform within that period, we’ll notify you. Under South African law for electronic transactions, if an order is not executed within 30 days (unless we agreed otherwise), you may cancel with written notice and receive a refund. Separate rights under the Consumer Protection Act may also apply for unreasonable delays.
10) Address Changes, Order Edits & Cancellations
1. To update your delivery address or cancel your order, please contact us as soon as possible.
2. We can accommodate changes before dispatch; once shipped, we may be unable to reroute or cancel.
3. If redirection is possible after dispatch, courier rerouting fees may apply.
11) Failed Delivery, Unclaimed Parcels & Returns to Sender
If a parcel is unclaimed, undeliverable, or returned to us after the courier’s attempts, we’ll contact you to arrange redelivery (additional shipping fees may apply) or a refund minus original shipping and any return charges (where applicable).
12) International Shipping
At this time, we [do / do not] offer international delivery. If/when we do, international orders may be subject to customs duties, import taxes, and clearance fees payable by the recipient at destination.
13) Peak Periods
During high-volume periods (e.g., Black Friday, festive season, nationwide sales), processing and delivery may take longer than usual. We’ll communicate known delays where possible.
14) Contact Us
Questions about shipping or a delivery in progress? We’re here to help.
Viola
Email: hello.viola@gmail.com
Phone: +251 11 551 78 44
Website: https://viola.com