Shipping policy

This policy explains how we process, dispatch, and deliver orders placed on the Tranquil Lighting website.

1. Delivery Areas

We currently deliver to addresses within South Africa only. We do not offer international shipping at this time.

2. Processing Time

  • Orders are processed within [1–3] business days of payment confirmation, excluding weekends and public holidays.
  • During high-demand periods (sales, month-end, holidays) processing may take slightly longer — we'll notify you if this affects your order.
  • Custom, made-to-order, or backordered items may require additional processing time, which will be communicated at checkout or by email.

3. Delivery Timeframes

  • Standard delivery takes 10–14 business days from dispatch, depending on your location and courier availability.
  • This is an estimate, not a guaranteed delivery date. Remote or outlying areas may take longer.
  • We use third-party couriers, including DPD and The Courier Guy, to fulfil deliveries. Once your order is handed to the courier, delivery timing is subject to their network and service levels, which are outside our direct control.
  • In line with South African law (ECT Act, Section 46), if your order has not been delivered within 30 days of purchase, and no extended timeframe was agreed with you in writing, you're entitled to cancel your order and receive a full refund.

4. Shipping Costs

  • Standard delivery is a flat rate of R150, regardless of order size or delivery location within South Africa.
  • [Insert any free-shipping threshold, e.g. "Orders over R2,000 qualify for free standard shipping."]
  • Shipping fees are non-refundable, except where a return is due to our error or a confirmed product defect. For cooling-off cancellations or non-defective returns, the customer is responsible for the direct cost of returning the item to us — the original R150 delivery fee is not refunded in these cases. Full detail is set out in our Returns & Refund Policy.

5. Order Tracking

  • You'll receive a shipping confirmation email with tracking information once your order is dispatched.
  • Please allow up to 24 hours for tracking information to update after dispatch.
  • For tracking queries once your order is with the courier, you may also contact DPD or The Courier Guy directly using the tracking number provided.

6. Delivery Address & Failed Deliveries

  • You are responsible for providing a complete and accurate delivery address, including any access codes, building details, or special instructions.
  • We are not liable for delays or non-delivery caused by an incorrect or incomplete address supplied at checkout.
  • If a delivery attempt fails because no one was available to receive the order, the courier may leave a notice, attempt redelivery, or return the parcel to a local depot for collection, depending on their process. Redelivery fees may apply and are the customer's responsibility.
  • If a parcel is returned to us as undeliverable due to an address error or repeated failed delivery attempts, we will contact you to arrange redelivery at your cost, or a refund less the original shipping cost.

7. Risk & Title

Risk in the goods, including risk of loss or damage in transit, passes to you on delivery to the address provided at checkout. See our Terms of Service for details on when ownership transfers.

8. Split Shipments & Backorders

  • Orders containing multiple items may be shipped in separate parcels, depending on stock location and size/weight, at no extra cost to you.
  • If an item is out of stock after your order is placed, we will contact you with the option to wait for restock, substitute the item, or receive a refund for that item.

9. Damaged, Lost, or Missing Parcels

  • Please inspect your delivery on arrival where possible.
  • Report transit damage, loss, or shortages within 48 hours of the expected delivery date, per our Returns & Refund Policy.
  • Claims reported outside this window may be more difficult to verify with the courier and may affect our ability to assist.

10. Large or Fragile Items

Certain items (e.g. large chandeliers, glass fixtures) may require special courier handling and could take longer to arrive than smaller items. Any known extended timeframes for specific products will be noted on the product page.

11. Contact Us

Tranquil Lighting Email: info.tranquiltreasure@gmail.com

 

For delivery queries, please have your order number ready.