Shipping policy

Shipping & Delivery Policy

Effective Date: August 2026

Thank you for shopping with Essence Emporium Fragrances. This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered within South Africa.

By placing an order with us, you acknowledge and agree to the terms below, subject to any rights you may have under applicable South African law.

1. Delivery Area

Essence Emporium Fragrances currently delivers to addresses within South Africa, subject to courier availability and serviceability.

We reserve the right to decline, delay or cancel delivery to areas that are outside a courier's service area or where delivery cannot reasonably be completed.

2. Order Processing

Orders are processed after successful payment confirmation and may be subject to verification for fraud prevention, payment security, stock confirmation and order accuracy.

Processing times may vary depending on:

  • Payment verification;

  • Product availability;

  • Order volume;

  • Courier collection schedules;

  • Public holidays; and

  • Other operational circumstances.

An order is not guaranteed to be dispatched immediately after payment.

3. Estimated Delivery Timeframes

Delivery timeframes displayed on our website are estimates and not guaranteed delivery dates, unless otherwise expressly stated.

Typical delivery timeframes may vary depending on the delivery location, courier service, stock availability and operational conditions.

Delays may occur due to circumstances outside our reasonable control, including:

  • Courier delays;

  • Weather conditions;

  • Traffic disruptions;

  • Public holidays;

  • High order volumes;

  • Remote-area delivery requirements;

  • Incorrect customer information; or

  • Other unforeseen operational disruptions.

Where a delay occurs, we will make reasonable efforts to assist in resolving the matter.

4. Order Tracking

Where tracking information is available, customers may receive tracking details after dispatch.

Tracking updates are generated by the relevant courier or delivery provider. Essence Emporium Fragrances is not responsible for delays in courier tracking updates or temporary inaccuracies in third-party tracking systems.

5. Accurate Delivery Information

Customers are responsible for ensuring that the delivery address, contact number and other information provided at checkout are complete and accurate.

Essence Emporium Fragrances cannot accept responsibility for delays, failed deliveries or additional costs resulting from incorrect or incomplete delivery information supplied by the customer.

If an order has already been dispatched, changes to the delivery address may not be possible.

6. Failed Delivery Attempts

If a courier is unable to complete delivery because:

  • Nobody is available to receive the parcel;

  • The address is incorrect or incomplete;

  • The customer cannot be contacted;

  • Access to the property is unavailable; or

  • The customer fails to cooperate with reasonable delivery arrangements,

the parcel may be returned to the courier depot or returned to us.

Additional delivery or redelivery charges may apply where legally permitted.

7. Delivery Confirmation

Customers should inspect parcels promptly upon delivery.

If the outer packaging appears visibly damaged or tampered with, customers should, where reasonably possible:

  • Photograph the parcel;

  • Report the issue to the courier; and

  • Contact Essence Emporium Fragrances as soon as reasonably possible.

Customers should retain the product and packaging while a delivery-related claim is being investigated.

8. Risk and Responsibility

Delivery will be performed through third-party courier or logistics providers where applicable.

Once an order has been handed to the customer or an authorised recipient at the delivery address, responsibility for the physical possession and safekeeping of the order passes in accordance with applicable law.

Where legally applicable, proof of delivery, courier records, delivery confirmation, photographs or electronic delivery confirmation may be used as evidence that delivery was completed.

9. Lost or Missing Parcels

If a customer believes that an order has been lost or has not been received, they must contact us with their order details.

We may investigate the matter with the relevant courier or delivery provider before determining the appropriate resolution.

Customers may be required to provide reasonable information necessary to assist with the investigation.

A missing-parcel report does not automatically result in an immediate refund while the delivery status is being investigated.

10. Stock Availability

All orders are subject to stock availability.

In the event that a product ordered is unavailable, discontinued or cannot reasonably be supplied, Essence Emporium Fragrances may, where legally permitted:

  • Contact the customer to offer an alternative product;

  • Offer a replacement of equal or similar value with the customer's agreement;

  • Allow the customer to select another available product; or

  • Refund the affected portion of the order where a refund is the appropriate remedy.

We will not intentionally substitute a materially different product without communicating with the customer where required.

11. Split Deliveries

Where necessary, an order may be delivered in more than one shipment.

Split deliveries may occur due to stock location, warehouse availability, courier requirements or operational reasons.

Where applicable, customers will be informed of material changes to their delivery arrangements.

12. Force Majeure and Circumstances Outside Our Control

Essence Emporium Fragrances will not be responsible for delays caused by circumstances beyond our reasonable control, including natural disasters, severe weather, strikes, transport disruptions, civil disturbances, system failures or other events that materially affect fulfilment or delivery.

Nothing in this section limits any mandatory rights that cannot legally be excluded.

13. Contact Us

For delivery assistance or shipping enquiries, please contact Essence Emporium Fragrances through the contact details provided on our website.

Please include your order number and a clear description of your enquiry so that we can assist you as efficiently as possible.

14. Your Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to remove or limit any rights that customers may have under mandatory applicable South African consumer protection legislation.

Where any provision of this policy conflicts with applicable mandatory law, the applicable law will prevail.