Shipping policy

 

SHIPPING & DELIVERY INFORMATION

Please note: The information below applies to guest shoppers purchasing through our website. Consultant delivery rates differ and can be viewed on the Consultant Webstore.

COMMON QUESTIONS

How much does delivery cost?

Delivery is currently charged at a flat rate of R79 nationwide within South Africa. This is subject to change and the applicable delivery fee will always be displayed at checkout.

What payment types are supported?

We accept the following secure payment methods:Stitch Payments: Debit & Credit Cards, Google Pay, Apple Pay, Capitec PayPayFast: Credit & Debit Cards, Samsung Pay, Instant EFT, Capitec Pay, SnapScan, Zapper, Bank QR Code, Scan to Pay, Mobicred

When will my order be dispatched?

Orders are sent to our warehouse for processing within one working day of being placed. Once your order has reached the warehouse, it is usually dispatched within 24 hours.

During peak periods, such as month-end or promotional periods, higher order volumes may result in a short delay, with dispatch taking up to two working days.

What is considered a working day?

Working days are Monday to Friday, excluding public holidays. Orders placed after business hours are treated as received on the next working day. Orders placed on Friday afternoons, weekends or public holidays will be processed from the next working day.

How long does delivery take?

Delivery typically takes 2–5 working days, depending on your location. Regional or remote areas may take slightly longer. Deliveries take place Monday to Friday. There are no deliveries on weekends or public holidays.

What happens if no one is available to receive my delivery?

Courier deliveries take place between 8:00 am and 6:00 pm, Monday to Friday.

Please provide a delivery address where someone will be available to sign for the parcel during these hours. If no one is available:

  • The courier will attempt delivery again the next working day.
  • After three unsuccessful delivery attempts, the courier will attempt to contact you to arrange delivery.

If no one is available to receive your order, it may be returned to our warehouse and we will contact you to arrange the best solution.

Can I change my delivery address after placing an order?

Yes. However, changing your delivery address after dispatch may result in a delay. If your address is changed after the parcel has left the warehouse:

  • The courier will return the parcel to the nearest depot.
  • The parcel will then be redirected to the new address on the following working day.

Please note: Address changes cannot be made once a parcel is in transit. If you need to update your delivery address, please contact Customer Support as soon as possible after placing your order.

Can I track my order?

Yes. Once your order has been dispatched and handed over to our courier, DPD Laser, you can track your delivery online. 

Your tracking number is also referred to as your waybill number on the DPD Laser website. To track your parcel:

  • Visit the DPD Laser website.
  • Enter your waybill/tracking number (your order number prefixed with "SZN").

If you have provided a valid mobile number, you will also receive an SMS/WhatsApp notification when your parcel is on its way.

How do I know my tracking number?

Your waybill/tracking number is your order number, preceded by the letters "SZN".

For example: If your order number is 1020, your tracking number will be SZN1020.

Where can I find my order number?

You can find your order number in your order confirmation email. If you can't find it, please check your junk or spam folder.

If you have created an account on the website, you can also log in and view your order history.

Will I receive tracking updates?

Orders will only appear on the courier tracking system once they have left the warehouse.

If you have provided a valid mobile number, you will also receive an SMS/WhatsApp notification when your parcel is on its way.

If you can't track your order yet, please consider:

  • The time your order was placed (orders placed in the evening, on weekends or public holidays are processed on the next working day).
  • Peak periods, such as month-end, when processing times may be slightly longer.

In most cases, you will still receive your order within five working days of payment clearing.

What happens if my delivery address was entered incorrectly? 

If you entered an incorrect delivery address at checkout, please notify us as soon as possible so we can update your details before your order is dispatched.

If your order has already been dispatched, additional courier charges may apply to redirect or redeliver your parcel. Once the parcel has been returned, we can either resend it (additional delivery charges may apply) or cancel the order and issue a refund less the original delivery charge.

What happens if my parcel arrives damaged?

If your parcel arrives damaged, please contact our Customer Support team within 48 hours of delivery. Where possible, email us photographs of the parcel and its contents so we can assist you as quickly as possible.

What if my parcel is returned to the sender or lost in transit? 

If your parcel is confirmed as lost or undelivered by the courier, we'll work with you to arrange the most appropriate resolution, which may include a replacement or refund, depending on the circumstances.

Need help?

If you have any questions about your delivery, our Customer Support team is here to help. Please have your order number ready so we can assist you promptly.

Ph: 021 704 2940

Email: customerservice@shzen.co.za