FAQ / Delivery
1. HOW IS MY ORDER PACKED?
Your order will be packed in standard protective packaging (not gift wrapped, unless requested), which will normally include a cardboard outer and polystyrene filling or airothene wrapping.
2. CAN YOU DELIVER TO AN ADDRESS DIFFERENT TO MY HOME?
Yes, if it is more convenient for you, we can deliver to your work or another address. While checking out, you can choose the address to which the product will be delivered. A telephone number must be provided for all addresses.
3. CAN I SEND ORDERS TO MORE THAN ONE DELIVERY ADDRESS?
Yes, but you may have to pay a delivery charge for every additional delivery address. Subject to details.
4. HOW QUICKLY DO YOU DESPATCH ITEMS AFTER I HAVE PLACED AN ORDER?
Once payment has cleared with the bank, all orders are usually despatched from the warehouse within 1 working day, to arrive with most SA customers within 5 working days (please allow up to 10 working days at busier periods such as Christmas). For international shoppers, please allow 10-15 working days for delivery.
5. WHAT ARE YOUR DELIVERY CHARGES?
Packing and delivery is free of charge for South African customers, delivered Monday to Friday between 7am – 5:00pm only. Please allow 5 working days for your delivery from payment receipt (allow maximum 3 working days for payment clearance if payment is not from an Absa bank account) – if paying by EFT.
6. WHAT ARE YOUR DELIVERY CHARGES OUTSIDE OF SOUTH AFRICA?
Delivery is included in the cart total, on all order valued at $100 or more. We will contact you to advise additional costs when confirming receipt of your order. You will have the option to proceed with the order or cancel should you consider the delivery charges too high.
There are no hard and fast rules when delivering items to different countries and jurisdictions. In some instances, customs will charge duties + VAT and other times they don’t. We are not liable for any of these costs, should they occur in your country of residence (as per our Shipping & Returns policy).
7. WILL I HAVE TO PAY ANY IMPORT DUTY IF I AM PURCHASING FROM ABROAD?
We are unable to accept responsibility for customs and handling charges levied by authorities in the country of destination. Prices quoted to international shoppers exclude VAT, however, VAT may be levied in the country of importation.
8. HOW WILL MY ORDER BE DELIVERED?
All parcels are dispatched by registered mail or our contracted courier service, who deliver between 7:00am to 5:00pm, Monday to Friday.
For your security, the courier or Post Office will require a signature upon delivery. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. Unfortunately, we are unable to change the delivery address once the order has been processed.
We cannot accept responsibility for parcels that the courier has been unable to deliver, nor parcels which have been left without a signature at your request. We always recommend that you provide us with a business address for deliveries, as there is likely to be someone who can sign on your behalf. Delivery to PO BOX addresses are not currently available.
Please refer to our returns policy that explains the terms under which goods may be returned.
9. CAN I SPECIFY A DAY FOR DELIVERY?
Unfortunately we cannot specify an exact delivery date but we do advise that you e-mail email@example.com if your order is urgent, so we can try and speed up the process wherever possible.
10. WHEN SHOULD I EXPECT TO RECEIVE MY ORDER?
You should receive your order within 10-15 working days from the date when your payment has cleared with our Bank. There are certain exceptions to this timescale where delivery might take longer i.e. remote locations. Deliveries to these areas may take up to 30 days.
11. CAN I ORDER FROM AVOOVA AND COLLECT FROM A STOCKIST?
Currently it is not possible for you to order from the website and pick up from your nearest store.
12. CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
Yes, anyone at the specified delivery address can sign for the goods but we will not be held responsible should you then advise that you have not received the goods.
13. WHAT IF I AM OUT WHEN YOU DELIVER?
The courier will return the parcel to the delivery depot. They will leave you a card confirming that they have tried to deliver your parcel. This card will explain where the parcel is and what to do next. Should you not have provided a telephone number or correct delivery details the parcel may be returned to AVOOVA.
14. CAN YOU LEAVE THE DELIVERY AT AN AGREED HIDING PLACE?
Unfortunately we are unable to take any special delivery instructions.
15. WHAT IF MY ORDER HASN’T ARRIVED?
If your order has been despatched and has not arrived within the expected time period, please email us at firstname.lastname@example.org.
16. WHAT IF ONLY PART OF MY ORDER HAS ARRIVED?
Please check your despatch note because it may be that one of your items is being shipped separately. If there is an unexpected delay, you will be contacted by our online team.
If, however, your despatch note indicates that all items have been despatched and/or your item did not arrive within our stated lead times, please contact us at email@example.com.
Please note lead times are only an approximation, as we are unable to guarantee a delivery time at the point of order.
17. WHAT IF MY ORDER ARRIVES DAMAGED?
You must retain the packaging and notify us within 72hours. Please see our returns policy.