Shipping policy

Last updated: [insert date]

1. Overview

We ship all orders from Hospitality Classics using Kargo National (Pty) Ltd as our delivery partner. By placing an order, you accept that deliveries will be performed by Kargo and are subject to their terms and conditions as well as applicable South African consumer and e-commerce law.

2. Processing time

Orders are normally processed within 1–2 business days of payment confirmation (unless otherwise stated on the product page or during checkout). Processing excludes weekends and public holidays. If your order contains a pre-order or made-to-order item, we will display the longer processing time on the product page.

3. Delivery estimates

We provide estimated delivery windows only. Typical delivery timeframes after processing are:

  • Major metros (e.g., Johannesburg, Cape Town, Durban): 2–5 business days.

  • Provincial / rural areas: 5–10 business days (may be longer for remote locations).

ECTA and consumer law allow up to 30 days for delivery unless a shorter period is agreed — if we foresee any longer delay we will notify you and give you the option to cancel.

4. Shipping costs & free shipping

Shipping costs are calculated at checkout based on the delivery address, parcel weight/dimensions, and the Kargo service used. Shipping fees are non-refundable once the order has been dispatched unless otherwise required by law.

Kargo may change their rates; any changes to carrier pricing may affect shipping charges.

5. Tracking

Once your order has been handed to Kargo you will receive a shipping confirmation email with a tracking number and link. Tracking updates are provided by Kargo; estimated delivery times remain estimates and are not guarantees.

6. Delivery attempts, failed deliveries & address responsibility

  • Please ensure the delivery address and contact details provided at checkout are accurate. The customer is responsible for any additional charges resulting from incorrect addresses or re-delivery requests.

  • If Kargo cannot deliver because of an incorrect address or absent recipient, they will follow their standard failed-delivery procedure. Additional charges for re-delivery or storage may apply and will be charged to you.

7. Damaged, lost or incorrect items

  • Inspect your delivery on receipt. If the package or goods are visibly damaged, please refuse delivery and contact us immediately at orders@hospitalityclassics.co.za • 0817238219.

  • For non-visible damage, missing or incorrect items, please notify us within 7 business days of delivery so we can launch an investigation with Kargo. We will advise you on claims documentation (photos, packaging, proof of purchase). Kargo requires complaints in writing to begin their claims process; we will assist you with the claim.

8. Claims, liability & insurance

  • Deliveries are made under Kargo National’s standard terms and conditions. Kargo endeavours (but does not guarantee) to deliver safely within the agreed timeframes. Any claim related to loss or damage during transit is subject to Kargo’s T&Cs and insurance/limit provisions. As an arranging supplier we will assist you, but Kargo’s T&Cs govern carrier liability.

  • If you would like optional additional insurance for high-value goods, contact us before dispatch to arrange (fees may apply).

9. Late deliveries & your cancellation rights

If a delivery is late we will notify you as soon as we are aware. Under South African e-commerce rules, and the Consumer Protection Act, consumers may have the right to cancel an order if the supplier fails to deliver within the agreed period (or within 30 days if no period was agreed). We will provide instructions should you wish to cancel.

10. Returns & refunds (short summary)

Our returns policy is located at [Hospitality Classics · Policies · Shopify]. Return instructions for items damaged in transit will be provided following the claim procedure described above. Refunds (where approved) will be processed to the original payment method as soon as practically possible and in accordance with applicable law.

11. Data privacy & sharing with the carrier

To fulfil deliveries we share the minimum personal information required (name, address, phone number, email) with Kargo. This is done in accordance with South Africa’s Protection of Personal Information Act (POPIA). Kargo has a PAIA/POPIA manual describing how they process personal information; by ordering you consent to this necessary data transfer for shipping purposes.

12. Contact & escalation

If you have any shipping queries, damage/loss claims, or want to arrange additional insurance, contact us at:
orders@hospitalityclassics.co.za • 0817238219

If you prefer to contact the carrier directly, Kargo’s head office and complaints contact are listed in their T&Cs; Kargo requires complaints in writing and has a formal complaints process. We will coordinate with Kargo on your behalf.