Shipping Policy

---

Where we ship

We ship throughout South Africa, door to door, via Aramex.

How long it takes

Delivery takes 8 to 12 business days from the day your order is placed.

Business days are Monday to Friday and exclude weekends and South African public holidays.

What it costs

Delivery is free on all orders, anywhere in South Africa. There are no surcharges for outlying areas and no hidden fees at the door.

Tracking your order

As soon as your parcel is collected by Aramex, we'll email you a tracking number. You can follow it at aramex.co.za or through the link in your email.

If you haven't received tracking details within  7 business days of ordering, check your spam folder first, then email us at support@scentsillage.co.za and we'll resend them.

Door-to-door delivery

Aramex delivers to your door, not to a depot or a collection point, during normal business hours on weekdays.

Please give us an address where someone can receive the parcel during the day; a work address is often easier than a home one. If nobody is available, Aramex will leave a notification and attempt delivery again. After the second failed attempt the parcel is held at the nearest depot and you'll be contacted to arrange collection.

If a parcel is returned to us because delivery couldn't be completed, we'll contact you to arrange redelivery. A second delivery attempt to the same failed address may be charged at cost.

Getting your address right

Please double-check your delivery address, suburb, postal code and phone number before you place your order. Aramex needs a working contact number to complete a door-to-door delivery.

We can only change a delivery address before the parcel has been collected. Once it's with the carrier, we can't redirect it. If you spot a mistake, email support@scentsillage.co.za straight away with your order number.

Delays

The timeframes above are estimates, not guarantees. Delivery can take longer during December, over long weekends, and in periods of carrier backlog.

We're not able to control what happens once a parcel is with the carrier, but we will chase it for you. If your order passes 12 business days with no movement on the tracking, email us at support@scentsillage.co.za and we'll open a query with Aramex the same day.

Lost or damaged parcels

If your parcel arrives damaged, photograph it before opening if you can, and contact us within 48 hours at support@scentsillage.co.za. We'll replace it at our cost.

If tracking shows your parcel as delivered but you don't have it, contact us within 7 days and we'll investigate with Aramex. Every order is insured in transit, you shouldn't be out of pocket for something that went wrong on our side.

International orders

We currently ship within South Africa only. If you're outside the country and want to order, email support@scentsillage.co.za and we'll see what we can arrange.

Questions

Email: support@scentsillage.co.za Phone: 082 075 0486