Shipping policy

1. Shipping Method

All orders are shipped using Aramex Store to Door courier service.

Delivery is made from our warehouse or supplier facility directly to the customer’s provided address.

2. Processing Time

All orders require a processing time of 1–3 business days before shipment.

During high-demand periods, processing may take slightly longer.

3. Delivery Time

Once shipped, estimated delivery time is:

8–11 business days

Please note:

  • Business days exclude weekends and public holidays
  • Delivery times are estimates, not guarantees
  • Remote areas may experience slightly longer delivery times

4. Shipping Confirmation & Tracking

Once your order has been shipped, you will receive:

  • A tracking number
  • Courier tracking link (Aramex system)

Tracking updates may take up to 24–48 hours to activate.

5. Delays and Shipping Liability (Important Legal Section)

Luxe Petal is not responsible for delays caused by:

  • Courier service delays (Aramex or third-party logistics)
  • Weather conditions
  • Public holidays or peak seasons
  • Incorrect or incomplete delivery addresses provided by the customer
  • Customs or regional delivery restrictions (if applicable)

However, under South African consumer law, we remain responsible for ensuring that goods are delivered in a reasonable time frame.

This means:

  • We cannot legally completely remove responsibility for delivery
  • But we are not liable for delays outside our reasonable control once the parcel has been handed to the courier

If a significant delay occurs, we will assist in tracking and resolving the issue with the courier.

6. Incorrect Address Responsibility

Customers are responsible for providing a correct and complete shipping address.

Luxe Petal is not responsible for:

  • Lost parcels due to incorrect address
  • Additional charges for re-delivery caused by incorrect details

If an order is returned due to an incorrect address, additional shipping fees may apply.

7. Lost or Stolen Parcels

Once an order has been marked as delivered by the courier, Luxe Petal is not responsible for:

  • Theft after delivery
  • Packages left unattended at delivery address

We recommend ensuring a secure delivery location.

8. Order Tracking Issues

If tracking shows no updates for more than 5 business days:

  • Contact us immediately
  • We will investigate with Aramex on your behalf