Shipping Policy
This policy explains how and when orders from shop.owlandfox.co.za are delivered. It is written to comply with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and it does not limit any rights those Acts give you. Please read it together with our Return Policy and Terms of Use.
1. Where we deliver
We deliver to physical street addresses throughout South Africa. We do not currently ship internationally and cannot deliver to PO boxes. If you would like to arrange delivery outside South Africa, please contact us via our contact page before ordering and we will quote you separately.
2. Delivery cost
- Orders of R 1 500 or more: complimentary delivery nationwide.
- Orders under R 1 500: a flat delivery fee of R 150.
Any delivery fee is shown at checkout before you pay. For a very large or heavy piece going to an outlying or remote area, we may need to confirm an additional delivery surcharge with you before we process the order. If that surcharge is not acceptable to you, we will cancel the order and refund you in full.
3. When your order is dispatched
Dispatch times depend on the type of piece:
- In-stock pieces: dispatched within 2–5 business days of your order being confirmed and payment received.
- Made-to-order pieces: approximately 3–5 weeks from order confirmation, then dispatched.
- Bespoke commissions: approximately 6–10 weeks from the approved drawing, then dispatched.
Where an order contains pieces with different lead times, we will normally deliver it together unless you ask us to split the delivery. If we expect a delay beyond these estimates, we will contact you and offer you the choice to wait, change the order, or cancel it for a full refund.
4. Delivery timeframes
Once an order has been dispatched, delivery usually takes:
- Main centres (Pretoria, Johannesburg, Cape Town, Durban and surrounds): 2–4 business days.
- Regional and outlying areas: 3–7 business days.
All timeframes are estimates given in good faith and are not guaranteed. They exclude weekends and public holidays and may be affected by events outside our control, such as courier delays, load-shedding, or weather.
5. Receiving your delivery
Larger furniture is delivered by a furniture courier. Someone aged 18 or older must be present at the delivery address to receive and sign for the goods. Please check that the piece will fit through doorways, passages, stairwells and lifts before ordering — delivery is to the ground-floor entrance or, where safe and practical, to the room of your choice. Assembly is not included unless the product page says otherwise.
If a delivery cannot be completed because no one is available, the address is incorrect or incomplete, or access is not possible, a re-delivery fee may be charged for the next attempt.
6. Tracking
We send a dispatch confirmation, and tracking details where the courier provides them. If you have not had an update in line with the timeframes above, contact us via our contact page and we will follow up with the courier on your behalf.
7. Collection
You are welcome to collect in-stock pieces from our studio in Pretoria by appointment, at no charge. Select the collection option at checkout if it is available for your order, or contact us to arrange a time.
8. Risk and damage in transit
Risk in the goods passes to you on delivery. Please inspect your order on arrival. If anything has arrived damaged or is incorrect, tell us as soon as reasonably possible after delivery — photographs help us resolve it quickly — and we will arrange a repair, replacement or refund in line with our Return Policy and the CPA. Please keep the original packaging until the matter is resolved.
9. Questions
For any question about the delivery of an order, or to arrange delivery of an unusually large order, please get in touch via our contact page.