Shipping policy

Shipping Policy

Effective Date: 21 March 2025

At Sugar and Crafts ("SAC," "we," "our," "us"), we strive to deliver your orders quickly and efficiently. This Shipping Policy outlines our shipping methods, delivery times, and related terms. Please review this policy before placing an order.

1. Shipping Locations

We currently ship orders within South Africa. If you are outside of South Africa and wish to place an order, please contact us at info@sugarandcrafts to discuss potential shipping options.

2. Processing Time

Orders are processed within 1-2 business days after payment is received.
Orders placed on weekends or public holidays will be processed on the next business day.
During peak seasons, processing times may take slightly longer.

Once your order has been shipped, you will receive a confirmation email with tracking details.

3. Shipping Methods & Delivery Times

We offer the following shipping options within South Africa:

Flat Rate Shipping (Nationwide)

Orders R1 – R1000:
R100 flat shipping rate
Delivery in 2-5 business days
Orders R1001 – R2000:
R200 flat shipping rate
Delivery in 2-5 business days

Free Local Delivery (Pretoria & Johannesburg)

Orders over R500:
Free delivery
Delivery in 1-3 business days

Local Pickup (Pretoria)

Available for free
Ready for collection on the next business day

Orders Over R2000 (Nationwide)

Shipping calculated at checkout based on location.
Delivery in 2-5 business days

Please Note:
Delivery times may vary based on your location, courier availability, public holidays, and external factors such as strikes or weather conditions.

4. Shipping Costs

Shipping costs are calculated at checkout based on your location and order size.
Free shipping may be available on promotional offers or for orders above a specified value (if applicable).
Local pickup is available from our Pretoria location at no charge.

5. Tracking Your Order

Once your order has been shipped, you will receive a tracking number via email.
You can track your order on the courier’s website using the provided tracking link.
If you do not receive tracking details within 2 business days, please contact us at orders@sugarandcrafts.co.za.

6. Delivery Issues & Delays

While we strive to ensure timely delivery, we are not responsible for delays caused by:

Incorrect or incomplete shipping addresses provided by the customer.
Courier delays due to unforeseen circumstances (e.g., strikes, extreme weather, or high shipping volumes).
Failed delivery attempts due to an unavailable recipient. If the courier cannot deliver, the package may be returned to us, and additional shipping fees may apply.

If your order is significantly delayed, please contact us, and we will assist in tracking your shipment.

7. Damaged or Missing Shipments

If your order arrives damaged or incomplete, please follow these steps:

Take clear photos of the damaged items and packaging.
Email us within 48 hours of delivery at orders@sugarandcrafts.co.za with your order number and photos.
We will investigate the issue and offer a replacement or refund where applicable.

If your order is marked as delivered but you have not received it, please contact the courier directly with your tracking number. If further assistance is needed, reach out to us.

8. Address Changes & Order Modifications

If you need to modify your shipping address after placing an order, please contact us immediately at orders@sugarandcrafts.co.za.
Address changes cannot be made once the order has been shipped.
If an incorrect address is provided and the package is returned to us, additional shipping fees may apply to resend the order.

9. International Shipping

At this time, we do not offer international shipping through our website. However, for bulk or wholesale orders outside South Africa, please contact us to discuss shipping options at info@sugarandcrafts.co.za.

10. Contact Us

For any shipping-related inquiries, please contact us at:

Sugar and Crafts
115 Hoogoond Street, Silvertondale, Pretoria, South Africa, 0184
Email: info@sugarandcrafts.co.za
Phone: +27 087 944 0721