Shipping Policy

1. Overview

We want your Kabouterkuns order to reach you safely and on time. Because our products are handmade, each order is carefully packed with love before it is dispatched. Please read this policy to understand how we handle shipping and delivery across South Africa.

2. Order Processing

• Orders are processed within 1–3 business days after payment is confirmed.
• For EFT or ATM deposit payments, processing begins once payment reflects in our account — please allow 1–2 additional business days for bank clearance.
• Orders placed over weekends or public holidays are processed on the next business day.
• During peak periods (e.g. festive season, school holidays), processing times may be slightly longer — we will communicate any delays via email.

3. Delivery Times

Estimated delivery times after dispatch:

These are estimates only and not guaranteed. Delays may occur due to courier capacity, weather, or other unforeseen circumstances.

4. Shipping Costs

• Shipping costs are calculated at checkout based on your delivery address and order size/weight.
• We may offer free shipping promotions from time to time — these will be clearly communicated on the website.
• Shipping costs are non-refundable unless the return is due to our error.

5. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number (where available). You can use this number to track your parcel on the courier's website. You can also view your order status by logging into your account at My Account.

6. Delivery Address

• Please ensure your delivery address is complete and accurate at checkout. We are not responsible for delays or non-delivery due to incorrect address information.
• We currently deliver to physical addresses only — we do not deliver to P.O. Boxes.
• If you need to change your delivery address after placing an order, contact us immediately at [email protected] — changes can only be made before dispatch.

7. Failed Delivery

If a delivery attempt fails (e.g. no one available to receive the parcel), the courier will typically leave a notification and attempt redelivery or hold the parcel at a collection point. If the parcel is returned to us due to failed delivery or an incorrect address, we will contact you to arrange redelivery — additional shipping costs may apply.

8. Lost or Damaged in Transit

Once your order has been handed over to the courier, it is in the care of the courier service. Kabouterkuns PTY LTD does not accept responsibility for any loss, theft, or damage that occurs during transit. All risk passes to the customer upon handover to the courier.

• If your order arrives damaged, you must take the matter up directly with the courier service used for your delivery.
• We recommend inspecting your parcel upon delivery and refusing it if the packaging is visibly damaged.
• If you believe your parcel has been lost in transit, please contact the courier directly using your tracking number.
• While we are unable to issue refunds or replacements for courier-caused damage or loss, we are happy to assist you with courier contact details and any documentation you may need to lodge a claim with them.

9. International Shipping

We currently ship within South Africa only. International shipping is not available at this time. We hope to expand our delivery reach in the future — follow us on social media for updates.

10. Contact Us

For all shipping and delivery enquiries: