Shipping policy

1. Introduction

At Spotty™, we are committed to providing a convenient, transparent and reliable online shopping experience.

We work with Auremax to provide door-to-door delivery services to our customers across supported areas in South Africa.

This Shipping & Delivery Policy explains our estimated delivery timeframes, shipping procedures, customer responsibilities, delivery delays and the conditions applicable to orders placed through our online store.

By placing an order, customers acknowledge the shipping information disclosed before checkout, subject to their rights under applicable South African consumer protection legislation.

2. Estimated Delivery Timeframes

Our standard estimated delivery timeframe is:

8–11 Business Days

This timeframe applies to eligible orders delivered to supported addresses within South Africa.

Business days are Monday to Friday, excluding South African public holidays.

The estimated timeframe begins on the first business day after successful payment confirmation, provided the order contains all information reasonably required for fulfilment.

Delivery estimates include order processing and transportation to the customer's delivery address.

Please note:

  • The 8–11 business day timeframe is an estimate and not a guarantee of delivery on a particular date.

  • Deliveries to outlying or remote areas may require additional time.

  • Public holidays, weekends and unexpected logistical disruptions may affect delivery schedules.

  • Any material change to an agreed delivery period will be communicated to the customer where reasonably possible.

Where a specific delivery deadline has been expressly agreed with a customer, Spotty™ will honour that agreement subject to applicable law.

3. Our Delivery Partner — Auremax

Spotty™ uses Auremax door-to-door courier services for the delivery of eligible customer orders.

Orders will be delivered to the physical delivery address provided during checkout.

Customers are responsible for providing accurate delivery information, including:

  • Full name and surname;

  • Correct street address and house or unit number;

  • Suburb, city and postal code;

  • Valid South African contact number;

  • Any relevant access instructions.

Auremax may contact customers to arrange or confirm delivery.

Courier services may be subject to operational restrictions, service-area limitations and delivery procedures.

Spotty™ may use an alternative delivery provider where reasonably necessary to fulfil an order, without reducing the customer's statutory rights.

4. Shipping Fees

Applicable shipping charges will be displayed during checkout before the customer confirms payment.

Shipping fees may vary depending on the destination, parcel size, weight or any promotional shipping offer.

Where free shipping is offered, the applicable eligibility requirements will be disclosed before purchase.

Spotty™ will not impose undisclosed delivery charges after an order has been placed.

Any additional charge arising from a customer-requested delivery change will be communicated for approval before being incurred, where applicable.

5. Order Processing

Orders are processed after successful payment confirmation.

Orders placed on weekends or South African public holidays will ordinarily begin processing on the next business day.

During processing, Spotty™ or its fulfilment partners may:

  • Verify order and payment information;

  • Confirm product availability;

  • Prepare and package items;

  • Arrange courier collection;

  • Generate shipping information.

Where an order requires additional verification, we may contact the customer.

If processing is delayed, we will take reasonable steps to inform the customer and resolve the issue.

6. Delivery Delays and Circumstances Beyond Our Control

Spotty™ works with its delivery and fulfilment partners to meet the estimated 8–11 business day delivery timeframe.

However, certain circumstances may affect delivery schedules.

These may include:

  • Severe weather or natural disasters;

  • Flooding, fires or road closures;

  • Transport disruptions or accidents;

  • Strikes, civil unrest or industrial action;

  • Courier operational disruptions;

  • High seasonal shipping volumes;

  • Public holidays;

  • Security incidents affecting delivery routes;

  • Government restrictions or regulatory interventions;

  • Incorrect or incomplete customer delivery information;

  • Other circumstances beyond Spotty™'s reasonable control.

To the extent permitted by South African law, Spotty™ does not guarantee delivery on a particular date and will not be liable for indirect or consequential losses caused solely by delays beyond its reasonable control, where such liability may lawfully be excluded.

This provision does not exclude liability for Spotty™'s own unlawful conduct, negligence where liability cannot lawfully be excluded, or any other liability that cannot be excluded under applicable law.

It also does not remove the customer's rights to delivery, cancellation, refund or another remedy under applicable consumer protection legislation.

Where delays occur, Spotty™ will take reasonable steps to investigate the matter, communicate material developments and assist in resolving the delivery issue.

7. Delayed Orders and Customer Cancellation Rights

In accordance with section 46 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), an online supplier must execute an order within 30 days after receiving it unless the parties have agreed otherwise.

Spotty™ communicates an estimated delivery period of 8–11 business days.

This estimate does not automatically extend the legally applicable fulfilment period or remove any expressly agreed delivery deadline.

Where Spotty™ fails to fulfil an order within the period applicable under section 46, the customer may exercise the statutory right to cancel the agreement on seven days' written notice.

Any refund arising from a lawful cancellation will be handled in accordance with the applicable legislation and our Returns & Refunds Policy.

Where an item becomes unavailable and Spotty™ cannot fulfil the order, we will notify the customer promptly and refund payments within the legally prescribed period.

8. Order Tracking

Where courier tracking is available, customers will receive tracking information once their order has been dispatched and the relevant tracking details have been issued.

Tracking information may be provided through email, SMS or another communication channel used by Spotty™.

Courier tracking systems may not update immediately after collection or during transit.

A temporary lack of tracking updates does not necessarily mean a parcel has been lost.

Customers who experience prolonged tracking inactivity may contact Spotty™ for assistance.

9. Incorrect or Incomplete Delivery Information

Customers are responsible for ensuring that the delivery information provided during checkout is accurate and complete.

Incorrect information may result in:

  • Delivery delays;

  • Failed delivery attempts;

  • Additional courier handling;

  • Return of the parcel to the sender;

  • The need to arrange an alternative delivery address.

Where a failed delivery is directly attributable to incorrect information supplied by the customer, Spotty™ may request payment of reasonable, evidenced additional delivery costs before arranging redelivery, where legally permissible.

Any additional charge will be disclosed to the customer before it is incurred.

Spotty™ will not impose unreasonable penalties or charges for circumstances outside the customer's responsibility.

10. Failed Delivery Attempts

Customers should ensure that someone is reasonably available to receive their parcel at the designated delivery address.

Where delivery cannot be completed, Auremax may attempt redelivery or provide further delivery instructions, depending on the courier service arrangements.

If repeated delivery attempts fail because of circumstances attributable to the customer, the parcel may be returned to the sender.

Spotty™ will contact the customer where reasonably possible to discuss redelivery or another appropriate resolution.

Additional redelivery charges may apply where reasonable, disclosed and legally permissible.

11. Lost, Stolen or Damaged Parcels

Spotty™ takes reasonable steps to ensure orders are packaged appropriately and handed over to the delivery provider.

If an order is lost or damaged before lawful delivery to the customer, Spotty™ will investigate the matter with Auremax.

Customers should contact us if:

  • Their parcel has not arrived;

  • Tracking indicates delivery but the parcel cannot be located;

  • The package appears damaged;

  • Items are missing;

  • An incorrect order was delivered.

We may request an order number, photographs or other reasonable supporting information to assist with the investigation.

Spotty™ will not automatically treat a parcel as the customer's responsibility merely because it has been handed to the courier.

Responsibility for loss, damage and delivery will be determined in accordance with applicable South African law.

Where Spotty™ is legally responsible, we will provide the appropriate remedy, which may include replacement, refund or another lawful resolution.

12. Delivery Confirmation

A delivery may be confirmed through reasonable evidence such as:

  • A courier delivery record;

  • A signature or electronic acknowledgement;

  • Confirmation from the customer;

  • Other reliable proof of receipt.

Delivery records may be reviewed if a customer disputes receipt of an order.

A courier's electronic delivery status will not automatically override a legitimate complaint concerning non-delivery.

Customers are encouraged to inspect their parcels as soon as reasonably possible after receipt.

13. Orders Containing Multiple Products

Where a customer purchases multiple items in one order, products may occasionally be dispatched separately due to fulfilment requirements.

Customers will not be charged additional shipping fees for split shipments initiated by Spotty™ unless the customer has expressly agreed to such charges.

Where items are dispatched separately, delivery information will be communicated where reasonably possible.

Applicable statutory delivery and cancellation rights remain in force.

14. Changes to Orders and Delivery Addresses

Customers wishing to change their delivery address should contact Spotty™ as soon as possible.

We will attempt to accommodate reasonable changes before dispatch.

Once an order has been collected by the courier, changes may not be possible or may require additional processing.

Any additional delivery charge will be communicated before the customer agrees to the change.

Spotty™ cannot guarantee that a requested address change will be successful after dispatch.

15. Returns Following Delivery

Customers wishing to return a delivered product must refer to the Spotty™ Returns, Refunds & Exchanges Policy.

Applicable statutory rights include qualifying cooling-off rights under ECTA and rights relating to defective goods under the Consumer Protection Act.

Customers should contact Spotty™ before arranging a return so that the appropriate return procedure and address can be provided.

This administrative requirement does not remove any statutory return or cancellation right.

16. Customer Support and Delivery Enquiries

If you experience a delivery problem, our customer support team is available to assist.

When contacting us, please include:

  • Your full name;

  • Your order number;

  • The delivery address associated with the order;

  • A brief description of your enquiry.

We aim to acknowledge customer enquiries within two business days.

This is a service target and does not alter any statutory deadline or remedy.

17. Limitation of Liability

To the maximum extent permitted by applicable South African law, Spotty™ will not be responsible for indirect or consequential losses arising solely from delivery disruptions beyond its reasonable control.

Spotty™ does not guarantee that all parcels will arrive on a specific date within the estimated delivery window.

However, nothing in this Policy:

  • Excludes liability that cannot lawfully be excluded;

  • Removes statutory cancellation or refund rights;

  • Transfers legally applicable delivery risks to customers prematurely;

  • Excludes liability for unlawful conduct;

  • Prevents customers from exercising remedies available under the CPA, ECTA or other applicable legislation.

Where a delivery issue occurs, Spotty™ will comply with its legal obligations and take reasonable steps to resolve the matter.

18. Amendments to This Policy

Spotty™ reserves the right to update this Shipping & Delivery Policy to reflect changes in courier arrangements, operational procedures, legislation or delivery services.

Updated versions will be published on our website.

Changes will not retrospectively remove rights acquired under existing orders or applicable law.