Shipping policy

GENERAL SHIPPING POLICY

1. Once you have placed an order, we will confirm your order by sending a confirmation email to the address provided at checkout. The order confirmation serves as an invoice and includes your Order Number along with all relevant details concerning your purchase.

2. We endeavour to dispatch orders within 24 hours of the order being placed. However, during busy periods, it can take up to 2-5 business days to process orders before they are shipped. Additionally, custom-size and custom-made products may require a further lead time of up to 3-5 days before dispatch.

3. Once your order has been processed and its shipment has been confirmed, you will receive a confirmation email containing tracking information. Please refer to your tracking number to track the progress of your shipment.

4. The cost of delivery will be added to your order total before payment is taken.

5. All orders are delivered by one of our courier partners and will require a signature on delivery.

6. Please note that our Free Shipping promotions do not explicitly include all products listed on our online store. When items are not included in the free shipping offer, customers will be able to see such at checkout with the relevant shipping fees displayed. Some items might incur additional shipping charges in instances where insurance is applicable or specifically requested.

7. Upon receipt of your shipment, you must inspect the goods at the time of delivery. Any shortages, defects in the goods, or any other complaint must be communicated to hello@chommies.com in writing with accompanying images within 14 days of the order being delivered. If no notification is received within 14 days, the goods will be deemed to have been accepted and to be in good working order.

8. If your package shows it was successfully delivered but you did not receive it, please contact our customer relations team immediately at hello@chommies.com

LOCAL SHIPPING POLICY – DELIVERIES WITHIN SOUTH AFRICA

1. Please note that for Express Local Shipping, orders must be placed by 1pm to meet the cut off for next day delivery. For more remote locations, next day delivery might not be possible. Express shipping is not available for orders placed over the weekend, or on a public holiday and the day prior to a public holiday.

2. Express Local Shipping is not applicable to custom-sized and custom-made items. In the event that a customer pays for Express Local Shipping and we are not able to facilitate such a service due to a product(s) being unavailable at time of dispatch, we will refund the difference between the Express and Standard Shipping charges.

3. Customers have the option to collect goods from one of our store locations. Simply choose the “Pick Up” option at checkout. No fee is applied to this option.

INTERNATIONAL SHIPPING POLICY – DELIVERIES OUTSIDE SOUTH AFRICA

1. We offer a reliable international delivery service from South Africa and work with FedEx International, DHL Express and UPS. All packages will be sent from Cape Town and will require a signature on delivery.

2. Shipping is calculated automatically at checkout and will be added to your order before payment is requested. In as many territories as possible, we offer flat rates to ensure our shipping charges are as competitive and efficient as possible for our customers.

3. Our Standard International shipping is via an Express courier service, which offers a 3-6 working day delivery window upon dispatch of your package. For some products and to some countries, an Economy option will also be available at checkout, offering a 10-20 working day delivery service. These shipping times are estimates and some orders can take longer due to factors outside of our control.

4. We do not ship to the following countries: Belarus, China, Hong Kong SAR China, India, Russia, Taiwan, Ukraine, Namibia

TAXES AND IMPORT DUTIES

1. All shipping prices are quoted in South African Rand (ZAR) and converted to your local currency. Taxes and duties are calculated at checkout and can either be included in your shipping fees (for upfront payment) or paid upon delivery.

2. If you choose taxes and duties to not be included in your shipping costs when placing your order with us, please note that these costs will be billed to you directly by the courier company or local postal authority. They will contact you directly via email, text or phone. It is the recipient’s sole responsibility to settle local import duties, taxes and Custom clearance charges. Please note that you will be responsible for any additional charges that may be incurred should you fail to pay these charges promptly and in full to the courier company or local postal authority. Failure to pay these charges may also result in the cancelation of your order. Should orders be returned to us for refund or part of an exchange, please note we are unable to recover foreign duties, taxes and import charges, and are thus unable to refund these charges.

3. Please note that Customs may open and inspect packages at their discretion and that the cost of the goods must be specified on the documentation attached to the package, even if it is a gift.

4. Please note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.