Shipping policy
How long delivery takes
3 to 7 business days, anywhere in South Africa. That window starts the day you order and includes the day or two we take to pack your parcel and hand it to the courier.
Business days are Monday to Friday, excluding public holidays. Orders placed over a weekend or a public holiday are packed on the next business day.
Most parcels arrive toward the earlier end of that window in the major metros, and toward the later end for outlying areas. If yours is going to fall outside it, we will email you rather than let you wonder.
What delivery costs
- Standard delivery — R100 anywhere in South Africa.
- Free standard delivery on orders of R770 and over.
The delivery charge is shown at checkout before you pay. There are no handling fees, no surcharges and no costs added afterwards.
Where we deliver
We currently deliver within South Africa only. We are not shipping internationally yet. When that changes, this page changes with it.
We deliver to street addresses, homes and workplaces alike. We cannot deliver to a PO Box, and someone needs to be there to receive the parcel.
Tracking
Your order is sent with a tracked courier service. As soon as it leaves us you will get an email with the tracking number, so you can follow it the whole way.
If the tracking has not moved in two business days, email us. We would rather chase the courier on your behalf than have you do it.
If your address is wrong
Check the address at checkout — it is the single most common cause of a late parcel. If you spot a mistake, email us immediately. If your order has not been packed yet we will fix it at no cost. Once it has been collected by the courier, a redirect may not be possible, and a redelivery to a corrected address may be charged.
If we run out of stock
We make this balm in batches, and occasionally demand runs ahead of supply. If your order comes in while we are between batches, here is exactly what happens:
- We email you within one business day. You will not be left watching an order sit at "processing" with no explanation.
- We tell you the date we expect the new batch, based on what our supplier has actually confirmed to us — not a guess.
- You choose. Wait for the restock, or cancel for a full refund. Either is fine, and neither needs a reason.
- If you wait, your order ships first, on the day the batch lands, ahead of new orders.
Restocks are usually a matter of 1 week rather than months, but we will always give you the real date rather than a reassuring phrase. And if we cannot supply your order within 30 days of your placing it, South African law requires us to refund you in full — we will do that automatically, without you having to ask.
Delays outside our control
Once a parcel is with the courier, its progress is in their hands. Courier backlogs, severe weather and load-shedding at a depot can all add a day or two, particularly in December. We cannot prevent those, but we will keep you informed and we will chase on your behalf.
If your parcel arrives damaged, or does not arrive
Email us within seven days of delivery if the parcel or the product inside it arrives damaged, and include a photograph of both the product and the outer packaging. We will replace it or refund it in full, including delivery, and we cover the cost of getting it back to us.
If tracking shows delivered and you have not received it, tell us and we will open an investigation with the courier straight away.
Changed your mind?
That is covered separately in our refund policy, along with your seven-day right to cancel under South African law.