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Shipping Policy

Willow & Wax Creative Studio

Thank you for shopping with Willow & Wax Creative Studio. We carefully prepare and package every order to help ensure your products arrive safely.

1. ORDER PROCESSING

  • Orders are processed once full payment reflects with Proof of Payment. As many of our products are handmade, personalised or made to order, please allow approximately 3–7 business days for preparation before dispatch.

  • Custom or larger orders may require additional processing time. We will communicate the expected timeframe where applicable.

2. SHIPPING

  • We currently ship throughout South Africa using reputable courier services. Shipping fees are calculated according to parcel size, delivery location and the courier service selected or available.

  • The applicable delivery fee will be communicated or displayed before your order is finalised.

  • For current shipping rates, please visit our Contact Page.

3. DELIVERY TIMEframes

  • Major Metropolitan Areas: Approximately 2-4 business days after payment reflection.

  • Outlaying & Rural Areas: Approximately 3-7 business days after payment reflection. 

*These timeframes are estimates and may vary due to the courier, destination, weekends, public holidays or circumstances beyond our control.

4. TRACKing

  • Where tracking is available, tracking details will be provided once your parcel has been dispatched.

  • Please allow time for the courier’s system to update after collection.

5. Delivery address

  • Customers are responsible for providing complete and accurate delivery and contact details.

  • Please check this information carefully before confirming your order.

*If an incorrect or incomplete address results in a return or redelivery, additional courier charges may be payable by the customer.

6. COURIER DELAYS

  • After an order has been handed to the courier, delays may occur due to weather, operational issues, peak periods or other circumstances.

  • If you experience a delivery problem, please contact us and we will assist with following up.

7. DAMAGED ORDERS

*We carefully package every order before dispatch. If your order arrives damaged, please contact us as soon as reasonably possible and provide the following:

  • Order Number.

  • Clear photogaphs of the damaged product(s).

  • Photographs of the packaging.

  • Photograpgh of the courier label.

*Please retain all packaging until the matter has been resolved. We will assess the issue and assist with a replacement, refund or other appropriate resolution where applicable.

8. LOST PARCELS

  • If your tracking information indicates an unusual delay or you believe your parcel may be lost, please contact us so that we can raise an enquiry with the courier. Courier investigations may take several business days to complete.

9. CUSTOM AND PERSONALISED ORDERS

*Personalised and custom-made products require additional preparation time. Once production has started, changes may not always be possible.

important delivery information

  • Shipping and delivery timeframes are estimates and cannot always be guaranteed. Willow & Wax Creative Studio will make every reasonable effort to prepare and dispatch orders promptly and keep customers informed of unexpected delays.

This Shipping Policy does not limit any rights you may have under applicable South African consumer law

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