Shipping policy

Shipping & Delivery Policy

At TheSoapSmith, we aim to get your order to you as quickly and safely as possible. Please read the following Shipping & Delivery Policy before placing your order.

1. Delivery Time

All orders are delivered using The Courier Guy.

Orders generally take approximately 4–7 business days to be delivered after the order has been processed and dispatched.

Please note that 4–7 business days is an estimated delivery timeframe and is not a guaranteed delivery date.

Delivery times may vary depending on your location, courier volumes and circumstances outside of our reasonable control.

2. Courier Delays

Once your order has been handed over to The Courier Guy, delivery is handled by the courier.

TheSoapSmith is not responsible for delays caused by The Courier Guy or circumstances outside of our reasonable control, including but not limited to:

  • Courier backlogs or operational delays;
  • Incorrect or incomplete delivery information provided by the customer;
  • Failed delivery attempts;
  • Severe weather or natural disasters;
  • Road closures or transport disruptions;
  • Strikes or industrial action;
  • Public holidays;
  • Unexpected courier or logistical issues; or
  • Other circumstances beyond our reasonable control.

The Courier Guy’s own terms also provide for limitations relating to delays and circumstances beyond the courier’s control. (The Courier Guy)

Where a delay occurs, we will make reasonable efforts to assist you and, where possible, provide you with the relevant tracking information.

3. Tracking

Once your order has been dispatched, you may receive tracking information allowing you to follow the progress of your delivery.

Please ensure that the contact details and delivery address provided at checkout are accurate and complete.

TheSoapSmith cannot be held responsible for delays or additional costs resulting from incorrect or incomplete information supplied by the customer, to the extent permitted by law.

4. Delivery Address

Customers are responsible for providing a correct and complete delivery address when placing an order.

If you provide an incorrect address and the parcel needs to be redirected, returned or redelivered, additional delivery charges may apply where permitted by law.

Please contact us as soon as possible if you realise that you have entered an incorrect delivery address.

Once an order has been dispatched, we may not be able to change the delivery address.

5. Failed Delivery Attempts

The courier may attempt to deliver your order to the address provided at checkout.

If delivery cannot be completed because nobody is available to receive the parcel, the address is incorrect or incomplete, or the courier is otherwise unable to complete delivery, additional delivery attempts or charges may apply.

These matters may be subject to The Courier Guy’s applicable terms and conditions.

6. Lost, Missing or Damaged Parcels

If your parcel appears to be lost, missing or arrives damaged, please contact TheSoapSmith as soon as possible.

Please provide your:

  • Order number;
  • Full name;
  • Tracking number, if available; and
  • Photographs of any visible damage, including the packaging and products.

We will assist you in contacting or lodging a claim with the courier where appropriate.

The Courier Guy’s terms contain specific provisions regarding loss, damage, claims and liability. (The Courier Guy)

Nothing in this policy removes or limits any rights you may have under applicable South African consumer-protection law.

7. Delivery Delays & Cancellations

If your order is significantly delayed beyond the agreed delivery period, your rights will be determined in accordance with applicable South African law.

A courier delay does not automatically entitle a customer to a refund where the delay falls within the estimated delivery timeframe.

Where applicable law provides a customer with a right to cancel an order because of a failure to deliver within an agreed or legally applicable period, TheSoapSmith will honour that right.

8. Business Days

For the purposes of this policy, business days generally mean Monday to Friday and exclude South African public holidays.

Orders placed on weekends or public holidays may only be processed on the next business day.

9. Our Responsibility

TheSoapSmith will take reasonable steps to process and dispatch orders correctly and provide the courier with the information necessary for delivery.

However, once an order has been handed to the courier, TheSoapSmith does not control the courier’s delivery operations and therefore cannot guarantee a specific delivery date.

We will nevertheless make reasonable efforts to assist customers with delivery-related issues.

10. Changes to This Policy

TheSoapSmith reserves the right to update this Shipping & Delivery Policy from time to time.

The version published on our website at the time of your purchase will generally apply to that order, subject to any mandatory rights provided by South African law.

11. Contact Us

If you have any questions regarding your delivery, please contact TheSoapSmith through the contact details provided on our website.

Please have your order number and tracking number available when contacting us so that we can assist you as quickly as possible.

Important

By placing an order with TheSoapSmith, you acknowledge that the stated 4–7 business day delivery period is an estimated timeframe and that deliveries are performed by The Courier Guy.

TheSoapSmith is not responsible for courier delays or delays caused by circumstances beyond our reasonable control, to the extent permitted by applicable South African law.

Nothing in this policy is intended to exclude or limit any consumer right that cannot legally be excluded or limited.