Shipping policy
Last Updated: 24 August 2026
Scentuality Studio currently delivers orders within the Republic of South Africa.
This Shipping Policy applies to purchases made through our website and, where applicable, direct retail orders.
Nothing in this policy excludes, restricts or waives any consumer right or supplier obligation that cannot lawfully be excluded under South African law.
1. SHIPPING WITHIN SOUTH AFRICA
We currently ship to locations within South Africa.
International orders are not currently available through our standard online checkout.
If you are interested in an international purchase, please contact us at:
International orders may be considered separately and will be subject to specific delivery arrangements and costs.
2. SHIPPING CHARGES
Applicable shipping charges are automatically calculated and displayed during checkout where available.
For direct orders placed through quotation or invoice, applicable delivery charges will be stated on the quotation or invoice before the order is finalised.
Shipping charges may vary depending on the delivery destination, order size, weight and courier requirements.
3. ORDER PROCESSING
Orders are generally processed Monday to Friday, excluding South African public holidays.
Orders placed over weekends or public holidays will generally be processed on the next business day.
For orders paid by EFT, processing will only begin once payment has been received and cleared into the Scentuality Studio bank account.
Proof of payment does not constitute cleared payment.
4. DELIVERY TIMES
Our estimated delivery times after dispatch are:
| Delivery Area | Estimated Delivery Time |
|---|---|
| Johannesburg & surrounding areas | 2–3 working days |
| Main centres — Cape Town, Durban, Gqeberha & Pretoria | 3–5 working days |
| Outlying / remote areas | 5–7 working days |
These are estimated delivery periods and not guaranteed delivery dates, unless a specific delivery period has been expressly agreed in writing.
Delivery times may be affected by courier capacity, public holidays, weather, unforeseen events, incorrect delivery information or other circumstances outside our reasonable control.
5. DELIVERY PERIODS FOR ONLINE ORDERS
For qualifying electronic transactions, the applicable provisions of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) apply.
Where a different delivery period has not been agreed, applicable statutory delivery requirements will apply.
Nothing in this Shipping Policy limits any statutory cancellation or other consumer right available under South African law.
6. TRACKING YOUR ORDER
Once your order has been dispatched, you will generally receive tracking information from the applicable courier.
The tracking notification may include:
- Your tracking number;
- A tracking link; and
- Delivery-status notifications.
If you have not received tracking information or need assistance with your delivery, please contact:
Please provide your order number when contacting us.
7. DELIVERY ADDRESS
Customers are responsible for providing accurate and complete delivery information when placing an order.
This includes:
- Full name;
- Street address;
- Suburb;
- City/town;
- Postal code;
- Contact telephone number; and
- Any relevant delivery instructions.
Incorrect or incomplete delivery information may result in delays or additional courier charges.
Please notify us as soon as possible if you identify an error in your delivery address.
8. FAILED DELIVERY
If a courier is unable to complete delivery because:
- The recipient is unavailable;
- The delivery address is incorrect or incomplete;
- The recipient refuses delivery; or
- Another circumstance attributable to the customer prevents delivery,
the courier may attempt to arrange another delivery or return the parcel to us.
Where additional delivery costs arise as a result of information or circumstances attributable to the customer, those costs may be payable by the customer where permitted by law.
9. DELIVERY DELAYS
Although we work with our courier partners to deliver orders as quickly as reasonably possible, courier delays may occasionally occur.
If your order has not arrived within the expected delivery period, please contact us so that we can investigate the shipment with the courier.
Where a delay gives rise to a statutory cancellation or other consumer remedy, that right remains unaffected.
10. LOST PARCELS
If a courier confirms that a parcel has been lost in transit, Scentuality Studio will investigate the matter with the courier and provide the remedy applicable under the circumstances and applicable South African law.
11. DAMAGED DELIVERIES
If your order arrives visibly damaged, please photograph the:
- Product;
- Product packaging;
- Shipping box; and
- Any visible damage.
Please contact us as soon as reasonably possible at:
Damaged goods will be handled in accordance with our Refund & Returns Policy and applicable consumer-protection legislation.
Nothing in this section limits any statutory consumer rights.
12. RISK DURING DELIVERY
Scentuality Studio will comply with applicable South African law regarding responsibility and risk during delivery.
Nothing in this policy transfers risk to the customer earlier than permitted by law.
13. ORDER CHANGES AND CANCELLATIONS
Customers should contact us as soon as possible if they wish to change or cancel an order.
Once an order has entered processing, been customised, specially sourced, prepared for dispatch or dispatched, changes may no longer be possible.
This does not limit any statutory cancellation, cooling-off or other consumer rights that may apply.
Please refer to our Refund & Returns Policy for further information.
14. PUBLIC HOLIDAYS AND HIGH-VOLUME PERIODS
Delivery and processing may take longer during periods of increased order volumes, including:
- Black Friday;
- Festive periods;
- Major promotions;
- Product launches;
- Public holidays; and
- Other high-volume trading periods.
Where we anticipate significant delays, we will endeavour to communicate this to customers.
15. OUTLYING AND REMOTE AREAS
Deliveries to outlying or remote areas may require additional time.
Our general estimated delivery period for these areas is 5–7 working days after dispatch, although certain destinations may take longer.
Where a courier applies an additional remote-area surcharge, this may be communicated to the customer before the order is processed.
16. COLLECTION
Where collection is specifically offered or arranged, the customer will be notified when the order is ready for collection.
Customers collecting orders may be required to provide:
- Order or invoice number;
- Proof of payment; and
- Identification or other reasonable verification.
Orders will only be released once payment has been received and cleared, unless otherwise agreed in writing.
17. INTERNATIONAL ORDERS
International orders are not currently available through our standard website checkout.
Customers interested in purchasing from outside South Africa may contact:
International orders, where accepted, will be subject to separate arrangements regarding shipping costs, customs, duties, taxes, delivery times and other applicable requirements.
18. PERSONAL INFORMATION
Personal information required to fulfil and deliver an order may be shared with the relevant courier or delivery provider where necessary.
Such information will be processed in accordance with our Privacy Policy and applicable South African privacy legislation.
19. CONTACT US
If you have any questions regarding shipping or delivery, please contact us:
Scentuality Studio
Email: sales@scentualitystudio.co.za
Telephone: +27 74 690 8406
Physical Address: 7 Fagan Street, Randhart, Alberton, Gauteng, 1449, South Africa (BY APPOINTMENT ONLY)