Shipping & Returns Policy
Last updated: 20 September 2026
Delivery Times
Please allow 7–14 days for delivery on all orders. Dispatch and delivery times may occasionally vary during peak periods or for regional and rural addresses.
Delivery Coverage
We deliver to addresses within South Africa only, including major cities such as Johannesburg, Cape Town, Durban, Pretoria, Gqeberha, Bloemfontein and East London, as well as regional and rural areas nationwide via our courier partners. We do not currently deliver outside South Africa.
Shipping Costs
Free delivery is included in the Rand price shown on every product page — there are no delivery charges added at checkout.
Refunds & Returns Policy
Faulty Or Damaged Items
If your item arrives faulty or damaged, contact us at admin@vipcustomerservice.care as soon as you notice, ideally within 14 days of delivery so we can trace any courier damage, with your order details and, where possible, photos of the issue. We will arrange a replacement or a full refund. Your right to return defective goods within six months of delivery is not affected by this 14-day guideline.
Change Of Mind Returns
If you've simply changed your mind, contact us within 14 days of delivery. Items must be unused, in their original packaging, and in a condition suitable for resale. Return shipping costs for change-of-mind returns are the responsibility of the customer unless the item is faulty.
How To Start A Return
- Email admin@vipcustomerservice.care with your order details and reason for return.
- Our team will confirm your return and provide instructions.
- Once your return is received and inspected, we will process your refund or replacement promptly.
Refund Timing
Approved refunds are processed back to your original payment method via Stripe, typically within 5–10 business days depending on your bank or card provider. Refunds are made in South African Rand.
Your Consumer Rights
Nothing in this policy limits any right you hold under the Consumer Protection Act 68 of 2008 (including the right to return defective goods within six months of delivery) or the Electronic Communications and Transactions Act 25 of 2002 (including the seven-day cooling-off right for distance purchases). These rights exist independently of any policy set out here.
Contact Us
For any shipping or returns query, email admin@vipcustomerservice.care or call +44 208 242 1534. We reply seven days a week.