Shipping policy

Clear Velvet Curl delivery expectations, from checkout to your door.

Last updated: 4 August 2026

1. How delivery works

1. Order confirmed
   Payment is verified and your confirmation is sent by email.
2. Order prepared
   Quality checks and packing normally take 1–3 business days.
3. Courier delivery
   Your parcel travels to the address supplied at checkout.

Business days are Monday to Friday, excluding South African public holidays. Orders placed after business hours, on weekends or on public holidays begin processing on the next business day.

2. Delivery estimates

Delivery dates are estimates, not guarantees. Weather, public holidays, courier network interruptions, security restrictions and events outside our reasonable control can affect timing. We will communicate material delays where reasonably possible.

In accordance with applicable South African law, we will execute an order within 30 days after receiving it unless a different period has been agreed with you. If we cannot supply an unavailable item, we will notify you and refund the affected payment as required by law.

3. Delivery charges and destinations

• The delivery charge, if any, is calculated and displayed at checkout before payment.
• We currently ship within South Africa only.
• We require a physical street address. We cannot guarantee delivery to PO boxes, parcel lockers or addresses a courier cannot safely access.
• Some remote or restricted areas may have limited service, additional lead time or an adjusted courier charge. We will contact you before proceeding if checkout could not calculate this correctly.
• One order may arrive in more than one parcel. You will not be charged an extra delivery fee solely because we split the shipment.

4. Tracking and delivery attempts

Where tracking is available, we will send it to the email address or mobile number used for the order. Tracking can take up to 48 hours after dispatch to display its first movement.

The courier may contact you to arrange access or confirm directions. The number and timing of delivery attempts depend on the courier and destination. Please make sure someone authorised can receive the parcel.

Incorrect address, missed delivery or uncollected parcel

If a parcel is returned because the customer supplied an incomplete or incorrect address, refused delivery without a lawful reason, repeatedly missed the courier, or did not collect the parcel in time, the customer may be responsible for the reasonable actual return and re-delivery costs. If the order is cancelled after it returns to us, any refund may exclude unrecoverable delivery costs where the law permits.

5. Marked delivered, missing or delayed parcels

If tracking says delivered but you cannot find the parcel, first check with household members, reception, building security and immediate neighbours. Then contact us as soon as possible—ideally within 48 hours—so that we can open a courier investigation while delivery records are still available.

A courier investigation can take several business days. We do not issue a replacement or refund while a reasonable active investigation is underway, unless the law requires otherwise. If the parcel is confirmed lost before delivery to you, we will offer a replacement or refund for the affected items.

6. Damaged, opened or incorrect parcels

Inspect the parcel promptly. If it arrives visibly damaged, tampered with, incomplete or incorrect, contact us as soon as reasonably possible—ideally within 48 hours—and include your order number, a description, photographs of the outer packaging and shipping label, and clear photographs or video of the item.

Keep the item and all packaging until we finish reviewing the claim. Do not use or discard a disputed item unless we tell you to. These evidence requests help us resolve the claim and do not limit any non-excludable rights under South African law.

7. Cancellations and address changes

Contact us immediately if you need to cancel or correct an address. We will try to help, but an order cannot always be changed once fulfilment or courier processing has started. If the parcel has already been dispatched, the request will normally be handled under our Returns & Refunds Policy.

We may cancel and refund an order if an item is unavailable, payment cannot be verified, the order appears fraudulent, the address cannot be serviced, or a material listing or pricing error occurred. We will not substitute a materially different product without your agreement.

Nothing in this policy limits rights that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.