SHIPPING POLICY

3.1 General

This Shipping Policy applies to orders placed through the OPTIMA online store.

We aim to process and deliver orders as efficiently as reasonably possible.

3.2 Delivery Areas

OPTIMA currently delivers within:

South Africa

Additional destinations may be added in future.

Where international shipping becomes available, customs charges, import restrictions, duties and taxes may apply.

3.3 Order Processing

Orders will generally be processed within:

[1 BUSINESS DAY]

after successful payment.

Weekends and South African public holidays are excluded.

Processing periods may be longer during:

  • product launches;
  • promotions;
  • peak periods;
  • stock delays; or
  • circumstances reasonably beyond our control.

3.4 Estimated Delivery Times

Estimated delivery times after dispatch:

Major metropolitan areas: approximately [1–3 business days]

Regional / outlying areas: approximately [2–5 business days]

Remote areas: approximately [3–5 business days]

These delivery periods are estimates unless expressly confirmed otherwise.

3.5 Delivery Charges

Delivery charges will be displayed at checkout.

OPTIMA may offer:

  • free shipping;
  • promotional shipping rates; or
  • free shipping above a minimum order value from time to time.


3.6 Delivery Information

Customers must provide accurate:

  • recipient details;
  • street address;
  • suburb;
  • city or town;
  • province;
  • postal code; and
  • telephone number.

Please check delivery information before completing your order.

If you discover an error, contact us as soon as possible.

We cannot guarantee that delivery details can be changed once the parcel has been dispatched.

3.7 Incorrect Delivery Details

Where a parcel cannot be delivered because incorrect or incomplete delivery information was supplied by the customer, additional courier or redelivery charges may apply where legally permitted.

This does not apply where the error was caused by OPTIMA.

3.8 Tracking

Where available, customers will receive tracking information after dispatch.

Tracking may be provided through:

  • email;
  • SMS;
  • WhatsApp; or
  • the courier’s tracking system.

Tracking information is provided by the courier and may occasionally be delayed.

3.9 Courier Delays

Deliveries may occasionally be delayed because of:

  • weather;
  • road closures;
  • courier network delays;
  • public holidays;
  • strikes;
  • remote locations;
  • civil disruption;
  • utility failures;
  • technical problems; or
  • other circumstances outside our reasonable control.

OPTIMA will provide reasonable assistance where a delivery is materially delayed.

3.10 Failed Deliveries

Customers should ensure that someone is available to receive a parcel where required.

If delivery fails because:

  • nobody is available;
  • the address cannot be accessed;
  • contact details are incorrect; or
  • delivery details are incomplete,

the courier may attempt redelivery, redirect the parcel to a collection facility or return it to OPTIMA.

Reasonable additional charges may apply where the failed delivery was caused by circumstances attributable to the customer.

3.11 Damaged Parcels

If your parcel arrives visibly damaged, please take photographs of:

  • the outer courier packaging;
  • the shipping label;
  • the internal packaging;
  • the product container; and
  • any visible damage.

Please contact us as soon as reasonably possible.

Do not throw away the product or packaging until the issue has been assessed.

3.12 Missing or Incorrect Products

If an item is:

  • missing;
  • incorrectly supplied; or
  • materially different from the item ordered,

contact OPTIMA promptly.

Please provide your:

  • name;
  • order number;
  • description of the problem; and
  • photographs where appropriate.

Where the mistake was ours, OPTIMA will provide an appropriate remedy in accordance with applicable law.

3.13 Parcel Marked Delivered but Not Received

If courier tracking shows that a parcel has been delivered but you cannot locate it, please first check with:

  • household members;
  • reception;
  • office staff;
  • building security;
  • neighbours where appropriate; or
  • any person authorised to accept deliveries.

If the parcel remains missing, contact us so that we can request an investigation with the courier.

3.14 Risk

Risk relating to delivery will pass in accordance with applicable South African law.

Nothing in this policy is intended to transfer delivery risk to the customer earlier than legally permitted.