DELIVERY & SHIPPING POLICY

Last Updated: November 2026

At Rokotla, we take great care in preparing, packaging and dispatching every order to ensure that our products reach customers in good condition.

This policy outlines our delivery areas, shipping arrangements, processing times and the responsibilities of customers when placing an order.

1. Delivery Areas

Rokotla delivers nationwide across South Africa.

We aim to make our products accessible to customers throughout the country through our selected courier delivery services.

2. Courier Service

All orders are delivered through The Courier Guy, using the delivery options available at checkout.

Available delivery methods may vary depending on the customer’s location and the options supported by the courier.

3. Shipping Fees

Shipping fees are calculated automatically at checkout.

The applicable delivery cost depends on factors such as:

• The selected delivery method.

• The delivery destination.

• The size and/or weight of the order.

Customers will be able to view the applicable shipping fee before completing payment.

4. Order Processing & Delivery Times

Orders are processed on business days, Monday to Friday, excluding South African public holidays.

Our order processing schedule is as follows:

• Orders placed before 15:00: Processing will begin on the same working day.

• Orders placed after 15:00: Processing will begin on the next working day.

• Weekend and public holiday orders: Processing will begin on the next working day.

All orders must first be prepared and packaged before being handed over to the courier.

The estimated delivery timeframe, from order confirmation to delivery, is 3–5 working days, subject to product availability, delivery location and courier operations.

Please note that delivery estimates may be affected by:

• Peak shopping and festive seasons.

• Public holidays.

• Remote or outlying delivery locations.

• Courier operational challenges.

• Other circumstances beyond Rokotla’s reasonable control.

5. Order Tracking

Once an order has been dispatched, tracking information will be provided where available.

Customers are encouraged to monitor courier notifications and tracking updates to stay informed about the progress of their deliveries.

Where applicable, customers should also follow any collection or delivery instructions provided by the courier.

6. Delivery & Collection Information

Customers are responsible for providing complete and accurate delivery and contact information when placing an order.

Where applicable, customers must also ensure that they select the correct collection point or parcel locker at checkout.

Delivery or collection may be affected where:

• The delivery address or contact details provided are incorrect or incomplete.

• The recipient is unavailable to receive the parcel.

• The parcel is not collected from the selected locker or collection point within the courier’s specified collection period.

Where additional courier charges arise as a direct result of incorrect customer information, failed delivery due to the recipient’s unavailability, or failure to collect a parcel within the specified period, such charges may be payable by the customer, where reasonable and permitted by applicable law.

Any additional charges for redelivery, rerouting or returning a parcel will be communicated to the customer where applicable.

7. Delivery Delays

Rokotla aims to ensure that all orders are delivered within the estimated delivery timeframe.

However, courier delivery times are estimates and cannot always be guaranteed.

Rokotla will not be responsible for delays caused by circumstances beyond its reasonable control, including courier disruptions, severe weather conditions, public holidays or other unforeseen events.

Where we become aware of a significant delay affecting an order, we will endeavour to keep the customer informed and provide relevant updates.

Nothing in this section limits any consumer rights or remedies available under applicable South African law.

8. Contact Us

For assistance with an order, delivery arrangements or tracking enquiries, please contact our customer support team:

Rokotla Customer Support

• Email: orders@rokotla.co.za

• Contact Number: 082 661 8000

When contacting us, please provide your order number and relevant delivery information so that we can assist you efficiently.