Effective Date: September 1, 2024
Please note:
Shipping time is in addition to the product’s lead-time. For example, a product with a 4-week lead-time will only ship after this production period.
Incorrect or Incomplete Address:
Please ensure that your shipping information is correct at checkout. We are not responsible for delays or lost parcels caused by incorrect or incomplete addresses.
We do not ship to P.O. Box addresses.
Please note that orders placed during South African public holidays or year-end may experience longer processing and delivery times.
If a parcel is returned to us due to failed delivery attempts, we will contact you to arrange re-delivery. Additional shipping fees may apply.
Processing Time:
Please check the product description for lead-times of different products before making a purchase. Some products, such as our planners, may have a lead-time of four weeks. We will try everything within our ability to stick to these lead-times.
Shipping Carriers:
We use BobGo (a multi-courier platform) and Pudo for our domestic shipments. At checkout, you can select your preferred shipping option, including express shipping.
Shipping Costs:
Shipping costs are calculated based on your shipping address. Multiple shipping options will be available at checkout.
Free Pick-Up:
We offer a free pickup option in Paulpietersburg, KZN. You will be notified once your package is ready to collect. Packages not collected within 14 days may be returned to storage. Please contact us to make alternative arrangements if you cannot collect within this period.
Delivery Times:
Depending on the shipping option you select, delivery typically takes between 1 to 5 business days. However, please note that delivery times cannot be guaranteed due to unpredictable conditions in South Africa.
Shipping Notifications:
Once your order has been processed and shipped, you will receive an email with tracking information.
Lost or Damaged Packages:
If your package is lost or damaged during transit, please contact us at karin@dear-diary.co.za as soon as possible. If your order was damaged, please include photographs in your email to speed up the process. We will follow up with the courier and replace the order, provided that stock is available.
Starting from the first week of September 2024, we will offer international shipping.
No Returns:
Unfortunately, we do not accept returns on international orders.
Landing Costs:
The receiver will be responsible for any customs duties, taxes, or additional fees that may apply upon the package’s arrival in the destination country.
Insurance:
We do not offer insurance on international parcels. However, if you wish to add insurance, it can be arranged for an additional fee. Please note that this fee will not be displayed at checkout. Should you wish to add insurance, please add a note to your order at checkout.
Additional Charges:
We reserve the right to levy an additional charge for international shipments if the quoted rate at checkout exceeds the rate we pay. While this is rare, certain remote areas may incur higher shipping costs. In such cases, we will notify you before processing your order.
Shipping Notifications:
You will receive an email with tracking information once your international order has been processed and shipped.
We may offer free shipping during certain promotional periods. To stay informed about these promotions, we recommend signing up for our email list.