Shipping policy

Last updated: 10 August 2026

1. Shipping area

Seruvia currently ships to supported physical addresses throughout South Africa. We do not offer international shipping unless a destination and price are expressly made available at checkout.

If an address falls outside a supported courier area, Seruvia will contact the customer before dispatch to discuss a lawful alternative or cancel and refund the affected order.

A complete physical street address is required for Store-to-Door delivery. A post-office box or an address that the courier cannot safely access may not be suitable unless Seruvia expressly confirms otherwise.

2. Shipping partner

Seruvia’s primary shipping service is Aramex Store-to-Door. Aramex handles the physical transportation and delivery scan, while Seruvia remains responsible for meeting its own obligations as the supplier.

If reasonably necessary, Seruvia may use another reputable courier offering a substantially equivalent service. This will not reduce the customer’s rights or create an additional charge without agreement.

Courier operational terms may apply to transportation, restricted goods and delivery access, but they do not override mandatory consumer rights or Seruvia’s statutory responsibilities.

3. What “business day” means

A business day is Monday to Friday, excluding South African public holidays. Saturdays, Sundays and public holidays do not count toward the processing or delivery estimates.

An order placed outside ordinary business hours, over a weekend or on a public holiday enters the processing queue on the next business day.

4. Order processing

Seruvia aims to process an order within 1–2 business days after:

• Full payment has cleared or been confirmed by the payment provider;
• The order and stock information have been checked;
• The delivery details are reasonably complete; and
• Any proportionate fraud or security verification has been completed.

Processing includes checking, carefully packing, labelling and preparing the parcel for courier collection. Processing time is separate from the courier’s delivery time.

If an order requires additional verification or cannot be processed within the ordinary 1–2-business-day period, Seruvia will take reasonable steps to notify the customer. A customer may request cancellation before dispatch, subject to the order status and any rights or reasonable charges permitted by law.

Seruvia may pause or cancel an order where there are reasonable grounds to suspect fraud, payment reversal, identity misuse or a material security risk. A genuine customer will be given a fair opportunity to provide proportionate verification where appropriate.

5. Delivery timeframe

After the parcel has been dispatched, the estimated delivery time is:

7–12 business days after dispatch within South Africa.

When processing and delivery are combined, a typical order may therefore take approximately 8–14 business days from confirmed payment to delivery. This combined figure is a practical estimate, not a separate guaranteed date.

The transit period begins when the courier collects or accepts the parcel and Seruvia confirms dispatch—not when the order is submitted or payment is initiated.

Seruvia will provide an agreed date where a specific delivery date is expressly accepted in writing. Otherwise, the published range is an estimate and delivery will occur within a reasonable and legally permitted period.

6. Shipping fees and free shipping

Qualifying product subtotal	Shipping fee
Below R1,000	R89
R1,000 or more	Free

Free-shipping eligibility is calculated using the product subtotal after discounts, promotional codes and vouchers have been applied, and before adding the shipping fee.

Example: If products total R1,050 and a R100 discount reduces the qualifying subtotal to R950, free shipping will not apply and the R89 shipping fee will be added.

Free shipping is a price benefit and does not provide express or priority delivery unless expressly stated. Shipping fees or promotional thresholds may change for future orders, but a change will not retrospectively alter an order already accepted at checkout.

7. Dispatch and tracking

After dispatch, Seruvia will ordinarily send a shipping confirmation and tracking information to the email address or contact method supplied with the order.

Tracking events are produced by the courier and may not appear immediately or update in real time. A temporary tracking delay does not necessarily mean the parcel is lost and does not remove any customer right.

The customer should use the tracking information only through trusted Seruvia or Aramex channels. Seruvia will not ask for a banking password, card PIN or one-time PIN to release a parcel.

8. Delivery information and access

The customer must provide accurate and reasonably complete:

• Recipient name;
• Physical street address, suburb, city or town and postal code;
• Working telephone number and email address;
• Unit, complex, estate, business or access information where applicable; and
• Reasonable delivery instructions where the courier supports them.

Seruvia and the courier may use these details to arrange, verify and complete delivery. Special instructions are considered where reasonably possible but cannot override courier safety rules, access restrictions or the agreed delivery service.

Please notify Seruvia immediately if an address is incorrect. We will try to update it before dispatch, but a change cannot be guaranteed once a label has been created, collection arranged or the parcel handed to the courier.

9. Failed delivery attempts and returned parcels

Delivery may be delayed or fail where the address is inaccessible, details are incorrect, the courier cannot contact the recipient, no authorised recipient is available, or the parcel is refused without a valid legal reason.

If a failure was caused by incorrect information or unreasonable unavailability attributable to the customer, Seruvia may require payment of the courier’s fair and reasonable re-delivery or return cost before sending the parcel again.

No additional delivery charge will be imposed where the failure was caused by Seruvia or the courier. Any charge will be explained before re-dispatch and will not be used to penalise a customer for exercising a statutory right.

If an unclaimed or undeliverable parcel returns to Seruvia, we will contact the customer to agree re-dispatch, an address correction or another lawful resolution. Perishable or hygiene considerations do not allow Seruvia to keep both the goods and the customer’s payment contrary to law.

10. Order changes and cancellations

Contact Seruvia as soon as possible if you need to change an address, recipient or order. A change is subject to the order stage, stock, payment and courier capability.

If a parcel has already been dispatched, Seruvia may be unable to cancel or redirect it. Any available redirect or return cost will be disclosed and applied only where fair and lawful.

Nothing in this section limits an ECTA cooling-off right or another cancellation right described in Seruvia’s Return & Refund Policy.

11. Split shipments, stock shortages and unavailable goods

Seruvia will not split an order into multiple parcels without a reasonable operational need. If we split an order, the customer will not be charged an additional shipping fee unless a separate arrangement was requested and agreed.

If part of an order becomes unavailable, Seruvia will notify the customer as soon as reasonably possible. We will not impose a substitute. The customer may agree to an equivalent alternative, wait for the item where a new timeframe is accepted, or receive the refund or other remedy required by law.

If Seruvia cannot perform an online order because the goods are unavailable, we will notify the customer and process the required refund within the period prescribed by ECTA.

12. Delivery risk, ownership and proof of delivery

In accordance with the CPA, the goods remain at Seruvia’s risk until the customer or an authorised recipient accepts delivery at the agreed address. Ownership remains with Seruvia until full payment has cleared.

Delivery may be accepted by the named customer or by another person whom the customer has authorised to receive the parcel. If the customer directly instructs Seruvia or the courier to leave a parcel in a nominated safe place or with a named third party, risk may pass once delivery is completed according to that instruction, to the extent permitted by law.

A courier scan, signature, photograph, GPS record or delivery note may be used as evidence of delivery, but it will not automatically defeat a credible non-delivery complaint. Seruvia will conduct a fair investigation with the courier.

Seruvia is not responsible for theft, weather exposure or damage occurring after valid accepted delivery or a customer-authorised safe-place delivery, unless the loss resulted from Seruvia’s breach, negligence or another matter for which liability cannot lawfully be excluded.

13. Lost, damaged, tampered, incomplete or incorrect parcels

Please contact Seruvia as soon as reasonably possible if a parcel:

• Does not arrive within the expected period;
• Arrives visibly damaged, opened or tampered with;
• Contains a damaged product;
• Is missing an item or component; or
• Contains the wrong product.

Where reasonably possible, notify us within 48 hours after delivery for visible damage, tampering, shortages or incorrect contents. This helps preserve courier evidence and allows a faster investigation.

Please provide the order number, a clear explanation and photographs or video of the outer packaging, shipping label, internal packaging and affected item where available. Keep the parcel and packaging until Seruvia confirms whether the courier needs to inspect or collect them.

The 48-hour period is an evidence and service guideline. A valid statutory claim will not be rejected solely because it was reported later. Lack of a photograph will not automatically defeat a claim where the evidence could not reasonably be obtained.

Seruvia may fairly investigate the claim and verify delivery records before approving a remedy, but the investigation will not be used to delay or avoid a remedy owed by law. Where Seruvia or the courier is responsible, Seruvia will arrange the appropriate replacement, completion, collection or refund at no additional delivery cost to the customer.

14. Delays and events beyond reasonable control

Delivery can be affected by peak periods, public holidays, severe weather, widespread power or network outages, civil unrest, lawful government action, major road disruption, courier-system incidents or other events genuinely beyond reasonable control.

Seruvia will take reasonable steps to prepare orders on time, use a suitable courier, communicate a material known delay and help trace affected parcels. A courier delay does not permit Seruvia to exclude a statutory delivery or cancellation obligation.

Under ECTA, online orders must be executed within 30 days after receipt unless another period is agreed. If Seruvia fails to execute the order within the agreed or applicable statutory period, the consumer may have the right to cancel with 7 days’ written notice. Any refund will be handled within the period required by law.

15. Returns after delivery

Delivery of an order does not remove any applicable cooling-off, defect, quality or return right. Please review Seruvia’s Return & Refund Policy for instructions and applicable return costs.

If a product is defective, unsafe, incorrect or materially different from its description, Seruvia will not require the customer to bear a return cost that the law places on Seruvia.

16. Personal information used for delivery

Seruvia shares the minimum delivery information reasonably required with Aramex or another authorised courier, such as the recipient’s name, address, contact details and delivery instructions. This information must be used for fulfilment, tracking, communication, fraud prevention and related lawful purposes.

Further information about how Seruvia handles personal information appears in our Privacy Policy.

17. Policy updates

Seruvia may update this Shipping Policy when courier services, rates, delivery areas, operations or legal obligations change. The latest version will be published with a revised “Last updated” date.

A later change will not retrospectively increase the shipping fee, alter the agreed delivery arrangement or remove a right relating to an order already accepted.

18. Contact and complaints

For tracking assistance, address corrections or delivery concerns, contact:

If a consumer complaint remains unresolved after giving Seruvia a reasonable opportunity to assist, an eligible customer may approach the Consumer Goods and Services Ombud (CGSO), the National Consumer Commission (NCC) or another competent consumer authority.

Official legal references: Consumer Protection Act 68 of 2008 and Electronic Communications and Transactions Act 25 of 2002.