Shipping policy

By placing an order with Craftline, you agree to the shipping terms below. Nothing in this policy is intended to limit or remove any rights you may have under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1. Delivery Method

Craftline uses Aramex Store-to-Door delivery for customer orders within South Africa.

Orders are delivered to the address provided by the customer at checkout. Please ensure that your delivery address, contact number, and email address are correct before completing your order.

Craftline is not responsible for failed or delayed delivery caused by incorrect, incomplete, or outdated delivery information provided by the customer.

2. Delivery Timeframe

Our estimated delivery timeframe is:

8–11 business days

Business days exclude Saturdays, Sundays, public holidays, courier non-operational days, and any periods where courier operations are disrupted.

The 8–11 business day delivery period begins once the order has been processed and handed over for delivery, not necessarily from the exact time the order is placed.

3. Order Processing

Orders are processed during normal business days.

Processing times may be affected by:

  • payment verification;
  • stock availability;
  • order volumes;
  • public holidays;
  • incorrect customer details;
  • courier collection schedules.

Craftline will make reasonable efforts to process and dispatch orders as quickly as possible.

4. Delivery Delays

Craftline makes every reasonable effort to ensure that orders are delivered within the estimated delivery timeframe. However, delivery times are estimates and may be affected by circumstances outside Craftline’s reasonable control.

These may include, but are not limited to:

  • courier delays;
  • Aramex network disruptions;
  • public holidays;
  • severe weather;
  • strikes, protests, road closures, or transport disruptions;
  • incorrect or incomplete delivery details;
  • failed delivery attempts;
  • high seasonal order volumes;
  • events beyond Craftline’s reasonable control.

Where a delay is caused by Aramex or another event outside Craftline’s reasonable control, Craftline will not be liable for indirect losses, inconvenience, loss of income, missed events, or other consequential damages caused by the delay, to the extent permitted by law.

However, this does not remove any rights you may have under South African law.

5. Legal Delivery Rights

For online orders, South African law may require suppliers to deliver within the agreed delivery period or, where no period is agreed, within the period required by law. Under ECTA, suppliers must execute online orders within 30 days unless the parties agree otherwise, and if the supplier fails to execute the order within the agreed period, the consumer may cancel the agreement with 7 days’ written notice.

Because Craftline clearly states an estimated delivery timeframe of 8–11 business days, customers agree that this is the expected delivery period, subject to reasonable courier and operational delays.

If your order is materially delayed, please contact Craftline at craftline.co.za@gmail.com so that we can investigate with Aramex.

6. Tracking Information

Where tracking is available, Craftline will provide tracking details once your order has been dispatched or once the courier tracking information becomes available.

Customers are responsible for monitoring tracking updates and ensuring that someone is available to receive the parcel.

7. Failed Delivery Attempts

If delivery fails because:

  • the customer was unavailable;
  • the customer provided the wrong address;
  • the customer did not answer courier calls;
  • the customer refused delivery;
  • the courier could not access the delivery location;
  • the parcel was not collected where collection was required,

Craftline may charge the customer for any re-delivery fees, return courier fees, or additional costs reasonably incurred.

If the parcel is returned to Craftline due to failed delivery, Craftline may deduct reasonable courier and handling costs from any refund due, where permitted by law.

8. Risk and Ownership

Craftline remains responsible for the goods until they are delivered and accepted by the customer, as required by applicable South African law. The CPA provides that goods to be delivered remain at the supplier’s risk until the consumer accepts delivery.

Once the parcel has been delivered and accepted at the delivery address provided by the customer, risk in the goods passes to the customer.

If tracking shows that an order has been delivered but you believe you did not receive it, you must contact Craftline immediately so that we can investigate with Aramex.

9. Damaged, Lost, or Missing Parcels

If your parcel arrives damaged, opened, incomplete, or appears to have been tampered with, you must notify Craftline as soon as possible at craftline.co.za@gmail.com.

Please include:

  • your order number;
  • clear photos or videos of the parcel and product;
  • photos of the courier packaging;
  • a description of the issue;
  • any delivery confirmation or tracking information.

Craftline will investigate the matter with Aramex and will provide a remedy where required by law.

10. Incorrect Delivery Details

Customers are responsible for ensuring that all delivery details are accurate.

Craftline is not responsible for delays, failed deliveries, lost parcels, or additional courier charges caused by incorrect or incomplete delivery information provided by the customer.

If you notice an error in your delivery details, contact Craftline immediately at craftline.co.za@gmail.com. Craftline cannot guarantee that delivery details can be changed after an order has been processed or dispatched.

11. Delivery Areas

Craftline currently delivers within South Africa using Aramex Store-to-Door.

Some remote or outlying areas may experience longer delivery times due to courier coverage limitations.

If Craftline is unable to deliver to your area, we will contact you to arrange an alternative solution or refund where required.

12. Public Holidays and Peak Periods

Delivery may take longer during:

  • public holidays;
  • Black Friday;
  • festive season periods;
  • courier peak periods;
  • major sales campaigns;
  • periods of unusually high demand.

Craftline will not be liable for reasonable delays caused by courier backlogs or peak-season congestion, to the extent permitted by law.

13. Customer Availability

The customer must ensure that someone is available at the delivery address to receive the parcel.

The courier may require a signature, delivery confirmation, or proof of receipt.

If the customer authorises someone else to receive the order on their behalf, delivery to that person may be treated as delivery to the customer.

14. Shipping Fees

Shipping fees, if applicable, will be shown at checkout before payment is completed.

Shipping fees are generally non-refundable unless required by law, or unless the refund is due to Craftline’s error, defective goods, incorrect goods, or another legal reason.