Shipping, Refund and Returns Policy

EXCHANGES AND REFUNDS

1. We hope that you will be satisfied with any purchases made on our online store or offline via email.
2. However, if for any reason you are not completely satisfied, please notify us within 7 (seven) days of your receipt of goods. Please send us a picture with your request to: info@organicsroyalty.com
3. We will offer a refund, exchange or replacement on all products returned, provided that they are in their original condition, and have not been opened, used or damaged.
4. Should an exchange or refund be requested, you will be liable for the courier costs incurred. Any surplus funds will be allocated in the form of a cash discount for our online store.
5. We will consider the condition of the goods being returned before making a refund or exchange.
6. Please note that we do not issue refunds on any products that have been open or used.

We will always try our best to assist with refunds where necessary.

Thank you for shopping with us.

Shipping Policy

SURCHARGES

1. HIGH-RISK ZONES -These areas are considered unsafe for couriers to travel and a surcharge (over and above the shipping cost) is applied.  An invoice will be sent prior to dispatch should you reside in a “high-risk”-considered area.  Please use this link to check – type the word “SURCHARGE” in the search box and scroll for your area. 
2. OUTLYING AREAS – These are areas that fall outside of the main delivery centres.  An additional surcharge of up to R250 may apply for outlying areas.  An invoice will be sent to you for payment prior to dispatch. 

HIGH-RISK ZONES AND POLICE STATION DELIVERIES

1. Due to high rate of theft and hijackings, some areas are deemed as ‘hotspots/ high-risk/red-zones’ by our courier partners and will only be serviced to the local police station and you will be required to collect your order at the police station as opposed to getting a typical door-to door delivery.
2. If you reside in a high risk area, you will get a telephone call from the courier ON THE DAY of delivery to arrange a police station pick up.  Unfortunately we have no knowledge before hand, and therefore we do not have control over this.  We apologise in advance for this inconvenience.
3. Should you not be able to collect from the police station, please feel free to return the parcel to us – we will refund the value of the products, but not the cost of shipping or return.

WHAT ARE YOUR WORKING HOURS

Our working hours are 9am to 5pm Monday to Thursday, 9am to 3pm on Fridays, 9pm to 12pm on Saturdays. We are closed on Sundays and public holidays.

HOW WILL MY ORDER BE DELIVERED?

1. If you live in South Africa, your order will be delivered via a door-to-door courier service.  Please make sure there is someone at your address between 8am and 5am Monday to Friday.  
2. For areas that are considered ‘high risk/hotspot’ parcels will be delivered at the local police station for customer’s collection.  We have no knowledge of these areas prior to the parcel being delivered.  By purchasing from our website, you agree to collecting your parcel at your local police station if your area is deemed as a ‘Hotspot’ by the Courier company. 

WHEN WILL MY ORDER BE DELIVERED?

1. We ship orders on Monday to Friday at 3pm.  
2. Orders placed (and paid)  before 12am Monday to Friday will be dispatched not more than 2 working days from order placed. Orders placed after 12pm will be shipped the following afternoon.  Orders take 1 to 5 working days to arrive from date of shipping.  Please allow a week (7 working days) for an order to arrive in outlying areas.
3. For order paid via ‘Bank Deposit” please note that payment needs to reflect in our account before your order is processed.  This may take up to a week from date of order.  Order processing and dispatch commences only after payment is received on our end. 

WHEN WILL MY ORDER BE DELIVERED?

1. We ship orders on Monday to Friday at 3pm.  
2. Orders placed (and paid)  before 12am Monday to Friday will be dispatched not more than 2 working days from order placed. Orders placed after 12pm will be shipped the following afternoon.  Orders take 1 to 5 working days to arrive from date of shipping.  Please allow a week (7 working days) for an order to arrive in outlying areas.
3. For order paid via ‘Bank Deposit” please note that payment needs to reflect in our account before your order is processed.  This may take up to a week from date of order.  Order processing and dispatch commences only after payment is received on our end. 

CAN I TRACK MY ORDER?

1. Yes!  We will send you a tracking number once your order is dispatched.  You may trace your order HERE, using the tracking number we send you.

IS INSURANCE INCLUDED IN THE SHIPPING CHARGE?

1. No, insurance is not included.  Should you wish to take up insurance for your order, please contact us once your order is placed so we can quote and invoice you for insurance.  We highly recommend taking up insurance for high-value orders against theft, highjacks, breakage and leakages that may occur during transit.  Organics Royalty is not liable for any loss, breakage, leakage and any damage that may occur during transit. 

I WOULD LIKE TO PLACE AN ORDER BUT I’M NOT FAMILIAR WITH PAYFAST

1. PayFast is a safe and secure online payment service, similar to PayPal. PayFast processes payments in South African Rands. It is easy to use and totally free for buyers. To learn more about PayFast, please visit their website.

CAN I ONLY PLACE AN ORDER VIA THE ONLINE STORE?

1. If you do not feel comfortable placing an order via our online store, feel free to email us at info@organicsroyalty.com or send us a whatsapp so we may guide you via our offline method.
2. Offline orders are dispatched only after payment is reflected in our bank account. Please allow 3 – 5 days for the payment to reflect. 

I WOULD LIKE TO COLLECT MY ORDER – IS THIS POSSIBLE?

1. Yes, sure!  Please feel free to collect your order in person or send a courier company of your choice.  Just remember to wait for the “order ready to collect” notification before doing so.  If you are sending a courier company to collect on your behalf, please send us relevant details such as courier company name, waybill and expected time of collection.  

WHERE ON EARTH IS MY ORDER?

1. You may track your order using the link that you receive with your shipping notification.
2. Shipping or delivery service is a service that we provide on behalf of our customers using paid 3rd party service providers.  Once the packages leave our premises, we are not in-control of transit times and delivery areas.
3. If you require information regarding your parcel once it has been dispatched, please contact the courier company for speedy assistance.  
4. When problems occur, we do our utmost best to assist our customers, but ultimately the responsibility lies with the courier company

WHAT ABOUT FREE SHIPPING?

1. Who doesn’t love free shipping?  We would love to offer free shipping, but with our pricing structure there is just no way we could!  We are a wholesale/bulk business and not a retail business so we do not filter the cost of shipping into our prices.  Our shipping services  are provided by 3rd party providers that have to be paid, and we can not absorb the cost. 
2. We don’t think there is real free shipping anyway – somebody has to pay the couriers, it’s not free!