Shipping and Delivery Policy

Direct-dispatch model: each verified Brand Owner prepares and dispatches its own orders, while SoWhereTo>Access manages marketplace communication and customer support.

1. Scope

This Policy applies to physical goods purchased through SoWhereTo>Access. Product-specific delivery information displayed at checkout or on a product page forms part of this Policy.

2. Who fulfils the order

The verified Brand Owner supplying the product is responsible for stock control, secure packaging, correct labelling and dispatch.

SoWhereTo>Access communicates the order to the Brand Owner, facilitates customer updates, monitors fulfilment and coordinates support.

3. Processing and dispatch times

In-stock products should ordinarily be acknowledged within one business day and dispatched within two to three business days after payment confirmation.

Made-to-order, customised, handmade or pre-order products may require longer. The estimated production or dispatch period must be shown before checkout.

Business days exclude Saturdays, Sundays and South African public holidays.

4. Delivery charges

Delivery charges are shown before payment and may be calculated by destination, parcel size, weight, service level, Brand Owner location or courier rate.

Unless expressly stated, delivery is not included in the product price.

Applicable platform fees are calculated in accordance with the relevant commercial terms and exclude separately disclosed delivery charges unless expressly stated otherwise.

5. Delivery areas

Delivery availability depends on the product, Brand Owner and courier network. Certain remote, high-risk or restricted areas may require an alternative collection point, additional time or a revised quotation.

Cross-border delivery, customs duties, import taxes and clearance charges will be disclosed or allocated where applicable.

6. Tracking and contact

The Brand Owner must use a trackable delivery method and provide tracking details to SoWhereTo>Access promptly after dispatch.

A Brand Owner or courier may contact the customer only where reasonably necessary to confirm an address, arrange delivery or resolve an active order. Customer details may not be used for marketing or off-platform sales.

7. Customer responsibilities

Provide a complete and accurate delivery address, recipient name and contact number.

Ensure that an authorised person is available to receive the parcel.

Notify SoWhereTo>Access promptly of errors before dispatch.

Inspect the parcel on receipt and report visible damage, missing items or an incorrect order as soon as reasonably possible.

8. Failed delivery

Where delivery fails because the address is incorrect, access is unavailable, no authorised recipient is present, or the customer repeatedly cannot be reached, redelivery or return-to-sender charges may apply.

We will communicate the available options before additional charges are incurred where reasonably possible.

9. Delays, loss and damage

Delivery dates are estimates. Where an order is materially delayed, lost or damaged, SoWhereTo>Access will coordinate with the Brand Owner and courier to investigate and provide an appropriate remedy.

Customers should retain packaging and photographs where a damaged-delivery claim is made.

10. Split orders

Products supplied by different Brand Owners may be dispatched separately, attract separate delivery charges and arrive at different times.

11. Support

All delivery enquiries should be sent to support@sowheretoaccess.com with the order number. Customers should not be required to resolve disputes privately with a Brand Owner.