Shipping policy

1. Order Processing

1.1 Once you place an order, you will receive an order confirmation email. This confirms we have received your order and are processing it.

1.2 Our standard order processing time is 1-2 business days from the time you receive your order confirmation. This excludes weekends and public holidays.

1.3 During peak seasons or promotional periods, processing times may be slightly longer. We will keep you informed of any significant delays.

2. Delivery Destinations

2.1 We currently offer delivery worldwide -1

2.2 We do not currently deliver to P.O. boxes, APO/FPO addresses, or certain remote or offshore islands. Please verify your address before placing an order. -1 -2

2.3 For deliveries outside our standard zone, please contact our customer service team for a personalised shipping quotation.

3. Shipping Costs and Methods

3.1 Standard Delivery: The cost is calculated at checkout based on the delivery address and the size and weight of your order. Estimated delivery time is 5-10 business days after dispatch. -12

3.2 Express/Priority Delivery: If available, this faster service will be offered at checkout with an additional fee. Estimated delivery time is 3-5 business days after dispatch. -12

3.3 Free Delivery: We offer free delivery on orders over a certain value. This threshold will be clearly stated on our website and at checkout. -1 -2

3.4 Large Item Delivery: For bulky or heavy items, we will use a specialist freight service. The courier will contact you directly by phone or email to arrange a specific delivery date and time slot that is convenient for you. -1 -10

4. Tracking Your Order

4.1 Once your order has been dispatched, you will receive a shipping confirmation email containing a unique tracking number and a link to track your package with the courier. -2 -10

4.2 Please check your spam or junk folder if you do not receive this email. If you haven't received tracking information within 3 business days of your order confirmation, please contact us.

5. Delivery Process & Signatures

5.1 It is the customer's responsibility to ensure that the delivery address provided at checkout is accurate and complete. We are not responsible for orders delivered to an incorrect or incomplete address provided by you. Re-delivery charges may apply in such cases. -2 -12

5.2 Please ensure there is someone available at the delivery address to accept and sign for the order. -12

5.3 If you are not available when the courier attempts delivery, they will leave a card with instructions on how to rearrange delivery or collect your parcel from a local depot. Failure to rearrange delivery may result in the order being returned to us, and you may be charged for re-delivery. -1

5.4 Multiple Package Deliveries: Your order may be shipped in multiple packages. For logistical reasons, these packages may arrive on different days. Please check your tracking numbers for updates on each shipment. -1

6. Inspecting Your Order Upon Delivery

6.1 You must inspect the goods upon delivery. If you notice any obvious damage to the packaging or the product itself, please note it clearly on the delivery receipt provided by the courier. -4

6.2 If the order is delivered and you find damage after unpacking, please report this to us within 48 hours of receipt, providing your order number and clear photographs of the damage. -4

7. Lost or Damaged Packages

7.1 If your package is lost in transit or arrives damaged, please contact our customer service team immediately. We will work with the shipping carrier to investigate and resolve the issue. Depending on the outcome, we will arrange for a replacement or a full refund. -2

8. Changes to Delivery Address

8.1 If you need to change your shipping address after placing an order, please contact us immediately at lulamathwala@gmail.com . -12

8.2 We can only update your address if the order has not yet been dispatched. We cannot guarantee that a change can be made once the order is in our warehouse. -12

9. Customs, Duties, and Taxes (For International Orders)

9.1 If we ship to a destination outside of our primary trading region, you may be subject to import duties, taxes, and customs clearance fees that are levied by the destination country. -2

9.2 You, as the customer, are responsible for paying these fees. We have no control over these charges and cannot predict what they may be. Please check with your local customs office for more information before placing an order. -2