Shipping and Return
Shipping and Returns Policy
Thank you for shopping with Story & Soul. We want every order to arrive safely and every customer to feel confident shopping with us.
Shipping area
We currently deliver to physical addresses within South Africa.
Customers are responsible for providing a complete and accurate delivery address. Story & Soul cannot accept responsibility for delays or losses caused by incorrect or incomplete address details supplied at checkout.
Shipping fees
- Orders over R499 qualify for free standard shipping.
- Shipping charges for orders below R499 are calculated and displayed at checkout.
Processing and delivery times
Orders are normally processed within 8–10 business days after payment has been confirmed.
Estimated delivery times:
- Major metropolitan areas: 8–10 business days
- Regional or outlying areas: 10–12 business days
Delivery times are estimates and may be affected by courier delays, severe weather, public holidays, strikes or other circumstances outside our reasonable control.
Order tracking
When tracking is available, the tracking details will be sent to the email address or telephone number provided at checkout.
If your order has not been shipped within the provided timeframe, a free item will be added to your order.
Damaged, defective or incorrect products
Please inspect your order as soon as it arrives.
If an item is damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible at shoptoyourheartsdesire1@gmail.com. Include:
- Your name and order number
- A description of the problem
- Clear photographs of the item and packaging
Where required by the Consumer Protection Act, eligible defective goods may be returned within six months for repair, replacement or refund, subject to the applicable legal requirements. These statutory rights are not limited by this policy. The CPA protects customers’ rights concerning unsuitable, unsafe or defective products. South African Consumer Protection Act.
When Story & Soul supplied the wrong product or the product arrived defective or damaged, we will cover the reasonable return-delivery cost where required by law.
Refunds
We will inspect returned goods after receiving them and notify you whether the return has been approved.
Approved refunds will be made to the original payment method. Your bank or payment provider may require additional time to display the refund.
Original delivery charges are not normally refundable for a voluntary change-of-mind return, except where required by law.
A reasonable deduction may be made, where legally permitted, if returned goods have been unnecessarily handled, damaged or are missing parts.
Exchanges
Exchanges are subject to stock availability. If a replacement is unavailable, we may offer a refund, store credit or an alternative product, depending on the customer’s applicable legal rights.
Orders returned to sender
If an order is returned because the customer provided an incorrect address, refused delivery or failed to collect the parcel, the customer may be responsible for reasonable redelivery costs.
Contact us
Email: shoptoyourheartsdesire1@gmail.com
Business name: Story & Soul