Shipping Policy

Last updated: 10 June 2026

This Shipping Policy explains how Fidelo ("we", "us", "our") delivers orders placed on fidelo.co.za. It forms part of our Terms of Service and should be read together with our Return & Refund Policy. All amounts are in South African Rand (ZAR). Fidelo is a sole proprietorship (Arian Grobler, trading as Fidelo) and is not currently registered for VAT, so no VAT is charged on products or shipping.

1. Where we ship

We ship throughout South Africa and to selected international destinations. The destinations available to you, and the exact shipping fee, are shown at checkout before you pay. If your country is not shown, we are unfortunately unable to ship there at this time.

2. Order processing

• Orders are processed on business days (Monday to Friday, excluding South African public holidays).
• We aim to process and dispatch orders within 1–2 business days of receiving cleared payment.
• Orders placed on weekends or public holidays are processed on the next business day.
• We may need extra time to process orders during sales, promotions or peak periods, and where additional payment or address verification is required.

3. Delivery timeframes

• South Africa: orders are typically delivered within about 8–11 business days of order confirmation (this includes processing time).
• International: delivery typically takes 2–4 weeks, depending on the destination and customs clearance.
• All timeframes are estimates, not guarantees. Delivery times may be affected by the courier, customs, remote delivery areas, incorrect address details, or events beyond our control (see clause 6). We are not liable for delays caused by these factors, but we will assist you in following up with the courier.

4. Shipping rates

• South Africa (standard): a flat fee of R99 per order.
• Free delivery (South Africa): orders of R750 or more qualify for free standard delivery.
• Free delivery (all destinations): orders of R1000 or more qualify for free standard delivery anywhere we ship.
• International (standard): from R90 per order, depending on destination.
• The exact shipping fee for your order is always calculated and displayed at checkout before payment.

5. Order tracking

Once your order has been dispatched, we will email you a tracking number (where the courier provides one) so you can follow your delivery. Please allow up to 24–48 hours for tracking information to update after dispatch. If you have not received tracking details within a reasonable time, contact us at fidelo.support@gmail.com.

6. Delivery, receipt and risk

• Deliveries are made to the address you provide at checkout. Someone may need to be available to receive and/or sign for the parcel.
• Risk in the goods passes to you on delivery. Where you (or someone at your address) accept delivery, or instruct the courier to leave the parcel at a chosen location, the goods are deemed delivered.
• Ownership of the goods passes once we have received full payment and the goods have been delivered.

7. Incorrect addresses, failed and unclaimed deliveries

• Please make sure your delivery address and contact details are complete and correct. We are not responsible for delays, non-delivery or loss caused by an incorrect or incomplete address.
• If a delivery fails because no one is available, the address is wrong, or the parcel is not collected from a pickup point within the courier's holding period, the parcel may be returned to us.
• Where a parcel is returned to us for these reasons, we will contact you to arrange re-delivery. A further delivery fee will be payable for re-shipping. If you instead cancel, any refund will exclude the original and return shipping costs we have incurred.
• If you notice an address error, contact us immediately at fidelo.support@gmail.com — we will try to correct it, but cannot guarantee changes once an order has been dispatched.

8. Delays outside our control

We are not liable for delays or failures caused by events beyond our reasonable control, including load-shedding, courier or postal delays, strikes, customs hold-ups, severe weather, natural disasters or government actions. This does not affect your statutory rights (clause 11).

9. International orders — customs, duties and import taxes

• International orders may be subject to import duties, taxes and customs clearance fees charged by the destination country.
• These charges are the responsibility of the customer (the recipient) and are not included in the product price or our shipping fee.
• Customs procedures can delay delivery and are outside our control. If a parcel is refused or abandoned at customs, we cannot refund the shipping cost, and any product refund will be net of costs we have incurred.
• You are responsible for ensuring that the items you order may be lawfully imported into your country.

10. Lost or damaged parcels

Please inspect your order on delivery. If your parcel arrives damaged, or does not arrive within a reasonable time after the estimated delivery window, contact us at fidelo.support@gmail.com within 7 days of delivery (or of the expected delivery date), with your order number and photos where relevant. We will investigate with the courier and, where appropriate, arrange a replacement or refund in line with our Return & Refund Policy and the Consumer Protection Act.

11. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, including your right to receive goods within a reasonable time and in good condition. Where we fail to deliver within a reasonable time, you may be entitled to cancel the order and receive a refund as provided by law.

12. Contact us

• Email: fidelo.support@gmail.com
• WhatsApp: +7 700 800 1637
• Address: Rooiels no 3, Renosterbos Estate, Hartenbos, Western Cape, 6520, South Africa

This policy is governed by the laws of the Republic of South Africa.