Shipping & Returns
SERIOUS DELAYS - CORONA UPDATE - 16th November 2020
PLEASE TAKE NOTE OF LONG SHIPPING DELAYS
WE ARE UNABLE TO SERVICE RESHIP/REFUND REQUESTS DURING COVID-19
We are experiencing extreme COVID-19-induced delays, which have slowed down shipping times significantly,
and are completely beyond our control. This is now coupled with the usual escalation in Festive Season postage, whereby mail volumes rise dramatically.
Parcels shipped from 15th November, will now be routed through the ROYAL MAIL network, where faster transit times are expected (as opposed to Belgium Post, where serous delays were noted).
Usually, we would reship a delayed parcel by the 6-week mark, but we are simply unable to service all the requests we are receiving, and risk closure as a small business if we do.
We have thus been forced to extend our reship policy to 12-weeks.
We know this is far from ideal, but please do help us, by waiting the situation out.
We will not leave you out of pocket in the end, but do require your assistance whilst the backlog is cleared.
Delays depend on each destination country's unique situation and regulations, which are in a constant state of flux.
Although we just can't predict the transit times at the moment, these are the trends we are noting:
- UK: 4 weeks - EU customers can consider ordering from www.mandimart.co.uk for faster transit times. Some USA customers have also experienced faster times with MandiMart.co.uk
- USA: Parcels are taking around 8-12 weeks to arrive, some even 14 weeks, (the normal pre-COVID transit time is 4-5 weeks).
- Western Europe: Around 7-8 weeks
- Asia: Around 8-12 weeks
- Canada: anywhere from 7 -12 weeks.
- Australia, is the most affected. We are having reports of over 3 months! All freight is being directed to Sydney, and from there distributed to the rest of the country, mostly by road, leading to terribly long delays
Luckily they are all getting there eventually, given time!
We will not leave you out of pocket and always reship a parcel in the end, so please bear that in mind.
Please do let us know when your parcel arrives, to help us gauge transit times.
Thank you for your patience and understanding during these trying times,
We wish you and your loved ones health in this difficult time, smooth chelation rounds and thank you again for all your support :-)
SHIPPING ESTIMATES: Add selected products to your shopping cart, as if you were placing an order. Once added, click the ESTIMATE SHIPPING button to view shipping cost and options for the order.
Parcels ship at 10.00am GMT, on the nearest Monday and Thursdays. Orders placed on Thursday after 10am GMT, will only ship on Monday.
All parcels are first air-freighted to the UK, where they are re-shipped globally via the options below.
Both Registered and non-registered options are sent via the same International First Class Air Mail and have the same time-frames.
1) UNTRACKED FIRST CLASS AIR MAIL (Not traceable & no signature required) - No longer offered for COVID-related reasons.
2) TRACKED FIRST CLASS AIR MAIL (Traceable & signature required) - SUBSIDIZED RATE when 8 or more products are ordered.
AVERAGE SHIPPING TIMES FOR INTERNATIONAL FIRST CLASS MAIL can no longer be estimated due to COVID.
Usually a maximum of 6-weeks. However, COVID has forced us to re-assess extend this to 12-weeks.
Please contact us if your parcel has not arrived by then, and we will reship it.
If you selected the TRACKED option tracking numbers will only be sent to you around 2 weeks after shipping, once they have been injected into the EU postal system (and occasionally longer during holiday periods) - so please wait a little before contacting us.
- AUSTRALIA: No tracking options
- BELGIUM: Belgium Tracking
- CANADA: No tracking options
- CHINA: China Tracking
- FRANCE: France Tracking
- IRELAND: Ireland Tracking
- ISRAEL Israel tracking & secondary option
- INDIA: India Tracking
- KAZAKHSTAN: Kazakhstan Tracking (usually takes long to enter Kazakhstan)
- POLAND: Poland Tracking
- RUSSIA: Russia Tracking
- NETHERLANDS: Netherlands Tracking
- NORWAY: Norway Tracking
- SPAIN: Spain Tracking
- SWEDEN: Sweden Tracking
- USA: USA tracking
- UK: UK tracking
- UKRAINE: Ukraine tracking
GLOBAL TRACKING SITE (for countries not mentioned above):
· 17 Track
PLEASE NOTE: Shipping times cannot be guaranteed, and depend largely on global and your local postal services/customs. Any custom duties incurred by the destination country, are the responsibilty of the customer. Should a parcel be returned we shall reship or refund at your request.
You are personally responsible to check with your customs to ensure that your country's customs will allow your goods in.
Countries successfully shipped to on a regular basis include:
Austria, Australia, Belgium, Brazil, Bulgaria, Canada (max 3 of same product at one time), China, Columbia, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Japan, Hong Kong, Hungary, Kazakhstan, India, Ireland, Israel, Italy, Malaysia, Netherlands, New Zealand, Poland, Portugal, Romania, Russia, Serbia, Spain, Singapore, Slovak Republic, South Africa, Spain, Sweden, Switzerland, Thailand, UK, Ukraine, USA
If your country does not yet appear in our shipping options, please email us for possible inclusion.
Product returns are accepted for refunds/store credits under the following conditions:
if products are returned within 2 months of receipt, and
if the products are not within 6 months of their expiry date.
refunds calculated at current retail price of products in ZAR, due to exchange rate fluctuation.
should the products have been purchased on a special, the discounted rate will be taken into account.
International return address - please inform us via email, and ship via the least expensive non-registered method to:
C/O The Delivery Group
Admiral Hyson industrial estate
London SE16 3PA