Shipping policy

Venus Velvet™ Shipping Policy

Effective Date: 21 May 2026

This Shipping Policy applies to all purchases made from Venus Velvet and is governed by the laws of South Africa, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

By placing an order with Venus Velvet, you agree to the terms below.

1. Order Processing

Orders are typically processed within 8 - 11 business days after payment confirmation.

Processing times may be extended during:

  • promotional periods;
  • public holidays;
  • supplier delays;
  • courier disruptions; or
  • unforeseen operational circumstances.

Business days exclude weekends and South African public holidays.

Venus Velvet reserves the right to cancel or refuse any order at its discretion, including where:

  • incorrect pricing is displayed;
  • stock is unavailable;
  • fraudulent or suspicious activity is suspected; or
  • customer information cannot be verified.

If an order is cancelled after payment, a refund will be issued to the original payment method where reasonably possible.

2. Shipping Timeframes

Estimated delivery time is:

  • 3 - 5 business days for standard delivery within South Africa.

Delivery estimates are provided in good faith but are not guaranteed.

Actual delivery times may vary due to:

  • courier delays;
  • remote delivery locations;
  • customs inspections;
  • weather conditions;
  • strikes;
  • peak periods; or
  • circumstances beyond Venus Velvet’s control.

Venus Velvet shall not be liable for delays caused by third-party couriers, customs authorities, force majeure events, or any events outside of our reasonable control.

3. Courier Services

Venus Velvet may use trusted third-party courier providers, including but not limited to:

  • Aramex Door to Door;
  • local courier partners; or
  • other logistics providers selected at our discretion.

Courier availability may vary depending on the delivery area.

Once an order has been collected by the courier, delivery operations are managed by the courier provider.

4. Shipping Fees

Shipping fees are displayed at checkout where applicable.

Venus Velvet reserves the right to:

  • change shipping fees at any time;
  • offer promotional free shipping campaigns; or
  • restrict shipping promotions to certain regions or order values.

5. Delivery Address Accuracy

Customers are solely responsible for ensuring that:

  • delivery details are accurate and complete;
  • contact numbers are correct; and
  • someone is available to receive the parcel where required.

Venus Velvet shall not be responsible for:

  • failed deliveries caused by incorrect address information;
  • parcels delivered to an incorrectly supplied address;
  • delays resulting from customer inaccessibility; or
  • additional courier charges caused by incorrect information.

If a parcel is returned due to incorrect delivery details or failed delivery attempts, additional shipping charges may apply before re-delivery.

6. Risk & Ownership

Risk in the goods passes to the customer upon delivery to the provided delivery address.

Ownership of goods remains with Venus Velvet until full payment has been received and cleared.

Customers are responsible for ensuring the parcel can be safely accepted at the delivery location.

7. Delivery Confirmation

A delivery may be considered completed where:

  • the parcel is signed for;
  • delivered to the provided address;
  • accepted by a person reasonably present at the delivery location; or
  • marked as delivered by the courier provider.

Venus Velvet is not liable for theft, loss, or damage occurring after confirmed delivery.

8. Delayed, Lost, or Stolen Parcels

If a parcel appears delayed, customers should contact us promptly so we may investigate with the courier provider.

While Venus Velvet will reasonably assist with courier investigations, we do not guarantee replacement or reimbursement for:

  • courier delays;
  • lost parcels where delivery confirmation exists;
  • theft after delivery; or
  • circumstances outside our reasonable control.

Claims relating to lost parcels may require:

  • identity verification;
  • written declarations; and
  • investigation time by the courier provider.

9. Damaged Parcels

Customers must inspect parcels upon delivery where reasonably possible.

If an item arrives damaged:

  • notify Venus Velvet within 48 hours of delivery;
  • retain all original packaging; and
  • provide clear photographs of the parcel and product.

Failure to report transit damage within a reasonable period may affect the ability to process a claim.

10. International Orders & Customs

Where international shipping is offered:

  • customers are responsible for import duties, VAT, taxes, customs fees, and clearance charges imposed by their country;
  • customs processing may delay delivery;
  • Venus Velvet is not responsible for customs-related delays, confiscations, or charges.

Customers are responsible for ensuring the product may legally be imported into their jurisdiction.

11. Product Availability

All products are subject to availability.

In rare circumstances where stock becomes unavailable after purchase, Venus Velvet may:

  • offer a replacement product;
  • delay fulfillment; or
  • issue a refund.

12. Force Majeure

Venus Velvet shall not be liable for failure or delay in performance caused by events beyond reasonable control, including:

  • natural disasters;
  • power outages;
  • courier disruptions;
  • strikes;
  • civil unrest;
  • pandemics;
  • customs delays;
  • governmental actions; or
  • internet/payment service failures.

13. Consumer Rights

Nothing in this Shipping Policy limits or excludes any rights afforded to consumers under applicable South African law, including the Consumer Protection Act.

14. Contact Information

For shipping-related queries, contact:

Venus Velvet Support
Email: [venusvelvetsa@gmail.co.za]
Business Hours: Monday – Friday