SHIPPING POLICY

Last updated: 21 July 2026

Craftly SA delivers quality craft supplies to customers throughout South Africa. This policy explains how orders are processed, dispatched and delivered.

Order Processing

Orders are processed after payment has been successfully confirmed.

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

The estimated processing or dispatch period applicable to an order will be displayed during checkout or communicated in the order confirmation. Unless another period is agreed with the customer, orders will be processed within the period required by the Electronic Communications and Transactions Act 25 of 2002.

Delivery Areas

Craftly SA currently delivers within South Africa.

Delivery to remote or outlying areas may take longer and may carry an additional courier charge.

International delivery is not currently offered unless arranged directly with Craftly SA before an order is placed.

Delivery Fees

Delivery fees are calculated according to the delivery destination, parcel size, weight and available courier service.

The applicable delivery fee will be displayed during checkout before payment is completed.

Any free delivery promotion will be subject to the conditions and minimum order value displayed on the website at the time of purchase.

Delivery Times

Delivery estimates begin once an order has been dispatched, not from the date the order was placed.

Delivery periods are estimates and may be affected by:

• Courier delays
• Public holidays and weekends
• Remote delivery locations
• Severe weather or road disruptions
• High order volumes
• Events outside Craftly SA’s reasonable control

We will make reasonable efforts to communicate significant delays.

Order Tracking

Where tracking is available, the customer will receive tracking information by email, SMS or another contact method provided during checkout.

Tracking information may take time to become active after the parcel has been collected by the courier.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address, contact number and any instructions needed by the courier.

If you notice an error in your delivery information, contact Craftly SA immediately. We cannot guarantee that an address can be changed after an order has been dispatched.

Additional delivery costs caused by incorrect or incomplete information may be charged to the customer.

Receiving Your Order

Customers should inspect their parcels as soon as possible after delivery.

If a parcel appears visibly damaged, photograph the outer packaging before opening it. If a product is missing, damaged or incorrect, contact Craftly SA as soon as reasonably possible with:

• Your order number
• A description of the problem
• Photographs of the parcel and affected product

Reporting damage promptly helps us investigate the matter with the courier, but it does not remove any rights available under South African consumer law.

Failed Delivery Attempts

The courier may contact the customer using the details supplied during checkout.

If delivery cannot be completed because no one is available, the address is incorrect or the customer cannot be contacted, the parcel may be returned to Craftly SA.

The customer may be responsible for reasonable redelivery costs where the failed delivery was caused by incorrect information or unavailability.

Delayed or Lost Parcels

If your tracking information has not updated or your parcel has not arrived within the estimated period, contact Craftly SA.

We will raise an enquiry with the courier and provide an update when further information becomes available.

A refund or replacement for a lost parcel will be considered after the courier’s investigation has been completed and the parcel has been confirmed as lost.

Collection

Collection is only available if it is offered and confirmed by Craftly SA before checkout or through direct communication.

Customers should not arrive at an unconfirmed location to collect an order.

Contact Craftly SA

For delivery assistance, contact:

Email: info@craftlysa.co.za
Telephone: +27 78 220 1774

Please include your order number when contacting us about an existing delivery.