Shipping policy

Shipping Policy

Last updated: May 2026

At Kavrah Scents, we work hard to deliver every order quickly, securely, and in perfect condition. This Shipping Policy outlines our delivery process, costs, timeframes, and what to do if something goes wrong along the way.

This policy is provided in compliance with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1. Delivery Area

Kavrah Scents currently delivers within the Republic of South Africa only. We do not ship to international addresses, P.O. Boxes, or military APO/FPO addresses.

We deliver to all major centres and most outlying areas across South Africa, including:

All metropolitan areas (Johannesburg, Cape Town, Durban, Pretoria, Port Elizabeth, Bloemfontein, East London)
Suburban and peri-urban areas
Most regional and rural areas serviced by our courier partners

In rare cases, certain remote locations may not be serviceable. If we are unable to deliver to your address, we will notify you and offer a full refund or alternative collection arrangements.

2. Shipping Costs

2.1 Standard Delivery

A flat delivery fee of R89 applies to all standard orders below R750.

2.2 Free Delivery Threshold

Orders of R750 or more qualify for complimentary delivery anywhere in South Africa. This is calculated on the order subtotal (excluding any discount codes or promotional adjustments) before tax.

2.3 Promotional Shipping Offers

From time to time, we may run promotional offers that adjust shipping costs (such as "free delivery weekend" or seasonal discounts). The terms of any such offer will be communicated at the time, and may include conditions such as minimum order values or specific date windows.

2.4 Shipping Cost Calculation

Final shipping costs are displayed at checkout before you confirm your order, allowing you to review the total before completing payment.

3. Order Processing

3.1 Processing Time

Orders are processed and prepared for dispatch within 1 to 2 business days of receipt of payment. Business days are Monday to Friday, excluding South African public holidays.

Orders placed on weekends or public holidays will be processed on the next business day.

3.2 Order Confirmation

Once your order is placed, you will receive an automated order confirmation email. This is confirmation that we have received your order — not that your order has been accepted or dispatched.

3.3 Dispatch Notification

Once your order has been packed and handed over to our courier partner, you will receive a dispatch notification email with tracking details. From this point, you can monitor your delivery's progress directly with the courier.

3.4 Processing Delays

While we aim to dispatch every order within our stated timeframe, occasional delays may occur due to:

High order volumes (such as during sales, launches, or holiday periods)
Stock replenishment
Public holidays or business closures
Circumstances beyond our reasonable control

In the event of a significant delay, we will notify you by email with an updated dispatch estimate.

4. Delivery Timeframes

4.1 Standard Delivery

Once dispatched, standard delivery typically takes 2 to 5 business days, depending on your location.

Major centres (Johannesburg, Cape Town, Durban, Pretoria): 2 to 3 business days

Regional centres and other towns: 3 to 5 business days

Outlying and rural areas: 5 to 7 business days

4.2 Total Time From Order to Delivery

Including processing time, you can typically expect your order within 3 to 7 business days of placing your order, depending on your location.

4.3 Estimates Only

All delivery timeframes are estimates only and are not guaranteed. Once an order has been dispatched, delivery is managed by our courier partner and may be affected by factors outside our control, including:

Courier capacity and routing
Weather conditions
Public holidays and load shedding
Traffic, road closures, or local disruptions
Incorrect or incomplete delivery details provided by the customer

4.4 Peak Periods

During high-demand periods such as Black Friday, Christmas, Valentine's Day, or major promotional events, delivery times may be longer than usual due to increased order volumes and courier network strain. We will communicate any expected delays via our website and email channels.

5. Tracking Your Order

Once your order has been dispatched, you will receive a tracking number via email. You can use this to monitor your parcel's journey through to delivery.

If you have not received tracking information within 3 business days of receiving your order confirmation, please contact us at info@kavrah.co.za and we will investigate.

6. Delivery Process

6.1 Standard Door-to-Door Delivery

Our courier partner will deliver your parcel to the address you provided at checkout during standard business hours (typically 8:00 AM to 5:00 PM, Monday to Friday). A signature may be required upon receipt.

6.2 If You're Not Home

If no one is available to receive the parcel:

The courier may attempt redelivery on the next business day, or
The parcel may be held at a local courier depot for collection, or
The courier may leave a notification with collection or rescheduling instructions

The exact process depends on the courier partner servicing your area.

6.3 Delivery Address Accuracy

It is your responsibility to ensure that the delivery address provided at checkout is accurate, complete, and accessible. This includes:

Correct street address with suburb, city, and postal code
Estate or complex name and unit number where applicable
Any access codes, gate codes, or special instructions
A working contact number for the courier

Kavrah Scents is not responsible for parcels lost or delayed due to incorrect or incomplete address details provided by the customer. Where redelivery is required due to an incorrect address, additional courier fees may apply and will be charged to the customer before the parcel is redispatched.

6.4 Failed or Refused Deliveries

If a delivery is refused, fails after multiple attempts, or is returned to us as undeliverable, we will contact you to arrange one of the following:

Redelivery, with the customer covering an additional courier fee
Cancellation and refund in line with our Returns & Refunds Policy, with original delivery fees deducted from the refund

7. Risk and Responsibility

7.1 Transfer of Risk

Risk of loss or damage to your products passes to you upon delivery. Once your order has been signed for or accepted at the delivery address, the products are your responsibility.

7.2 Courier Responsibility

Once an order has been dispatched and handed over to our courier partner, Kavrah Scents is not responsible for delays, losses, or issues caused by the courier. However, we will assist where possible by liaising with the courier on your behalf to resolve any issues.

7.3 Lost Parcels

If your parcel has not arrived within 10 business days of dispatch and tracking shows no recent updates, please contact us at info@kavrah.co.za. We will:

Investigate with the courier
Lodge a formal trace or claim where appropriate
Provide regular updates while the parcel is being located
Offer a replacement or refund where the parcel is confirmed lost in transit

This process typically takes 5 to 10 business days to resolve, depending on the courier's investigation timeframe.

8. Damaged Parcels

If your order arrives damaged, with broken, leaking, or compromised products:

Do not discard the packaging or product.
Photograph everything — the outer packaging, the inner packaging, and the damaged item(s).
Contact us within 48 hours of delivery at info@kavrah.co.za with your order number and the photographs.

We will arrange a replacement or refund in line with our Returns & Refunds Policy. Kavrah Scents will cover all return and replacement shipping costs in cases of confirmed delivery damage.

Claims made after the 48-hour window may not be eligible for replacement or refund, as we cannot verify whether the damage occurred during transit or after delivery.

9. Incorrect or Missing Items

If you receive an order that contains incorrect items, missing items, or items different from what you ordered, please contact us within 48 hours of delivery at info@kavrah.co.za with:

Your order number
A description of the issue
Photographs of the items received and the packaging

We will arrange the correct items to be sent at our cost, and where applicable, we will provide a return label for any incorrect items.

10. Public Holidays and Closures

Our processing and dispatch operations are closed on South African public holidays. Orders placed on a public holiday or the day before will be processed on the next business day.

We may also temporarily pause dispatch during planned business closures (such as the December festive period). Any planned closures will be communicated on our website and via email to active customers in advance.

11. Special Considerations

11.1 Fragrance Products and Air Transport

Fragrance products contain alcohol and are classified as dangerous goods for air transport purposes. Most domestic deliveries within South Africa are by road, so this does not affect standard orders. In rare cases where air transport is the only option for a remote area, additional handling time may apply.

11.2 Storage Conditions in Transit

We pack every fragrance carefully to protect against temperature changes and impact during transit. However, extreme temperatures (such as a parcel left in direct sunlight at a depot) can occasionally affect product quality. If you receive a fragrance that appears compromised on arrival, please follow the Damaged Parcels process in Section 8.

12. Contact Us

For any questions about your delivery or this policy, please contact us:

Kavrah Group (Pty) Ltd t/a Kavrah Scents Reg No: 2026/382654/07 Email: info@kavrah.co.za WhatsApp: 060 418 4780 Address: 3 Crystal Cove, Zimbali Estate, Ballito, 4439

Operating hours: Monday to Friday, 8:30 AM – 5:00 PM (SAST)

We aim to respond to all delivery-related enquiries within 24 hours during business days.

13. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes in our delivery processes, courier partnerships, or operational practices. The "Last updated" date at the top of this policy will indicate when it was most recently revised.

For significant changes, we will notify you via email or a prominent notice on our website. Your continued use of our service after changes are posted constitutes acceptance of the updated policy.