StilbaaiOnline Shipping Policy

Please be advised that order processing times are independent of the delivery estimates displayed at checkout. StilbaaiOnline cannot be held responsible for delays caused by third parties, including but not limited to postal or courier service disruptions

All orders are processed within one (1) to two (2) business days, excluding weekends and public holidays, following confirmation of the order and receipt of payment in full. Processing times are provided as estimates only and are not guaranteed. Customers will be notified once their order has been dispatched, however StilbaaiOnline accepts no liability for any delays in processing or delivery that are beyond its reasonable control.

SHIPPING RATES AND ESTIMATES

LOCAL COLLECTION

Customers may elect to collect their orders in person at 1 Ebenhaeser Singel, Stilbaai-Wes, thereby avoiding delivery charges. Orders designated for local pickup will be available within one (1) business day following placement and confirmation of the order. Customers will be notified via text message once their order is ready for collection.

Our local collection times is Monday to Friday between  9am and 12pm. Please have the confirmation of your order email on hand when collecting your order.

HOW DO I SEE THE STATUS OF MY ORDER?

Upon dispatch of an order, the customer will receive an email notification containing a tracking number, which may be used to monitor the status of the shipment. Please allow up to forty-eight (48) hours from the time of dispatch for tracking information to become active and available. If you have not received your order within 5 days of receiving your delivery confirmation email, please contact us at: info@stilbaaionline.co.za with your name and order number and we will investigate for you.

You can track your package here if the Courier option has been selected – DVS Couriers

Return Policy

We accept returns within 7 days of the date you received your order. Unfortunately, we are unable to process refunds or exchanges after this period.

To qualify for a refund or store credit, items must be unused, in their original condition, and returned in the original packaging.

Non-Returnable Items
Certain types of items are not eligible for return. These include perishable goods (such as food, flowers, newspapers, or magazines), intimate or sanitary products, hazardous materials, and flammable liquids or gases.

Additional Non-Returnable Items
The following items are also non-returnable:

• Gift certificates

• Downloadable software or digital products

• Certain health and personal care items

Proof of Purchase
All returns must be accompanied by a valid receipt or other proof of purchase.

Partial Refunds
In certain situations, only partial refunds may be issued (if applicable). These include:

• Items showing obvious signs of use

• Any item not in its original condition, damaged, or missing parts for reasons not due to our error

• Any item returned more than 7 days after delivery

Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment or issued as store credit, as applicable.

Refund Process
Once we receive and inspect your returned item, we will send you an email confirmation. This notification will include whether your refund has been approved or denied.

If your refund is approved, it will be processed, and you will be notified of the expected timeline for the payment to appear in your account.

Late Refunds (if applicable)

• If you have not yet received your refund, please first check your bank account again.

• Then contact your credit card company, as it may take some time before your refund is officially posted.

• Next, contact your bank. Processing times can often delay the posting of a refund.

• If you have done all of this and still have not received your refund, please contact us at info@stilbaaionline.co.za.

Sale Items (if applicable)
Sale items are not eligible for refunds.

Exchanges/Returns (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at info@stilbaaionline.co.za and return it to:
1 Ebenhaeser Singel, Stilbaai-Wes, 6674, South Africa.

Gifts

• If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued to you.

• If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves to present to you later, the refund will be issued to the gift giver.

Returns Shipping
To return your product, please send it to:
1 Ebenhaeser Singel, Stilbaai-Wes, 6674, South Africa
Alternatively, you may arrange to drop it off with us in Stilbaai.

• You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

• Depending on where you live, the time it may take for your exchanged product to reach you can vary.

• If you are returning an expensive item, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

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