Shipping policy

At VitaLuma, we aim to get your order to you as quickly and efficiently as possible. This Shipping Policy explains how we process, dispatch and deliver orders placed through Vitaluma.co.za.

1. Order processing

Orders are processed once payment has been successfully received and cleared.

We aim, as far as reasonably possible, to process and dispatch orders within 2 business days after confirmation of payment. Business days exclude weekends and South African public holidays.

While we strive to meet this timeframe, processing may take longer in certain circumstances, including but not limited to:

  • high order volumes,
  • stock verification requirements,
  • payment authorisation delays,
  • courier backlogs,
  • adverse weather conditions,
  • public holidays, and
  • circumstances beyond our reasonable control.

Placing an order does not guarantee same-day or next-day dispatch.

2. Delivery areas

We currently deliver within South Africa [and any other countries/regions you choose to list].

Delivery availability may vary depending on your location and the courier networks servicing your area. Some outlying, remote, peri-urban or high-risk areas may take longer to service, and in some cases additional courier charges or restrictions may apply.

3. Delivery timeframes

Once an order has been dispatched, estimated delivery times will depend on the delivery address and courier service provider.

Indicative delivery times are typically as follows:

  • Major metropolitan areas: approximately [1–4] business days after dispatch
  • Regional and outlying areas: approximately [3–7] business days after dispatch
  • Remote areas: may take longer

These are estimates only and are not guaranteed delivery deadlines.

Actual delivery times may differ depending on the customer’s location, access to the delivery address, operational constraints, weather, unrest, strikes, public holidays, or courier-related delays.

4. Shipping charges

Shipping charges, if applicable, will be displayed at checkout before payment is completed.

From time to time, VitaLuma may offer free shipping promotions subject to minimum order values, specified delivery areas, promotional periods, or other conditions disclosed on the website.

Any additional charges applicable to remote or special delivery areas will be communicated at checkout where possible, or otherwise before dispatch.

5. Order confirmation and dispatch notifications

Once your order is placed, you should receive an order confirmation email.

Once your order has been dispatched, we may send you a shipping confirmation and, where available, a tracking number or tracking link. Tracking updates are dependent on the relevant courier’s systems and may not update immediately.

It is the customer’s responsibility to ensure that the email address, mobile number and delivery address supplied at checkout are correct and complete.

6. Delivery address requirements

Customers must provide a physical delivery address that is accurate and sufficiently detailed to allow delivery.

We recommend including:

  • full recipient name,
  • street address,
  • suburb,
  • city/town,
  • postal code,
  • contact telephone number, and
  • any helpful delivery instructions.

We are not responsible for delays, failed deliveries, or additional charges arising from incorrect, incomplete or outdated delivery information supplied by the customer.

If an order is returned to us because the delivery details were incorrect, the recipient was unavailable repeatedly, or the parcel was not collected where collection was required, we may charge the customer for re-delivery.

7. Risk, inspection and acceptance on delivery

Customers should inspect the parcel as soon as reasonably possible after delivery.

If the parcel appears visibly damaged, tampered with, opened, or incorrect at the time of delivery, the customer should:

  1. note the issue with the courier where possible,
  2. take photographs of the parcel and contents, and
  3. contact VitaLuma promptly at [insert support email].

Nothing in this policy is intended to limit any rights a consumer may have under applicable law in relation to damaged, defective, unsafe, or incorrectly supplied goods. Under the Consumer Protection Act, consumers have important protections regarding delivery, supply, and the quality of goods supplied.

8. Delays in dispatch or delivery

Although VitaLuma will use reasonable efforts to dispatch orders within 2 business days where possible, delays may occur.

VitaLuma will not be liable for delivery delays caused by factors beyond its reasonable control, including courier disruption, severe weather, civil unrest, transport interruptions, system outages, customs or regulatory delays, or force majeure events.

Where there is a material delay in dispatch or delivery, we will try to keep the customer informed using the contact details provided with the order.

9. Stock availability

All orders are subject to stock availability.

If a product becomes unavailable after an order has been placed, VitaLuma may contact the customer to offer:

  • a delayed dispatch,
  • a substitute product (where appropriate and only with the customer’s agreement),
  • a partial shipment, or
  • a refund for the unavailable item or affected order.

Under South Africa’s Electronic Communications and Transactions Act, where a supplier is unable to perform because the ordered goods or services are unavailable, the supplier must notify the consumer and refund payments within 30 days after that notification.

10. Orders not executed within the applicable period

VitaLuma aims to dispatch orders within 2 business days where reasonably possible. However, South African e-commerce law also provides that, unless the parties agree otherwise, a supplier must execute an order within 30 days after receiving it. If the supplier fails to do so within 30 days, or within another agreed period, the consumer may cancel the agreement by giving seven days’ written notice.

Where dispatch or fulfilment is substantially delayed, customers may contact us at [insert support email] to discuss the status of the order and any available remedy in line with applicable law.

11. Failed delivery attempts

If no one is available to accept delivery at the address provided, the courier may:

  • attempt redelivery,
  • contact the customer to reschedule delivery, or
  • route the parcel to a local depot or collection point, if supported by the courier.

Repeated failed delivery attempts may result in the parcel being returned to VitaLuma. In such cases, additional delivery charges may apply before the order is re-dispatched.