Shipping Policy

Your creator gear deserves a smooth journey. This policy explains how Owlify processes, dispatches, tracks and delivers orders throughout South Africa.

Last updated: 26 July 2026

01 Scope of this policy

This Shipping Policy applies to products purchased directly from Owlify through owlify.co.za.

Owlify is operated by Owl Innovations, company registration number 2026/344120/07.

Products purchased from another marketplace, retailer or third-party seller are subject to that seller's delivery arrangements.

02 Delivery areas

Owlify offers delivery to eligible physical addresses throughout the Republic of South Africa.

Delivery availability may depend on:

• Whether the courier serves the selected town, suburb or rural area.
• The accessibility and accuracy of the delivery address.
• The size, weight and handling requirements of the parcel.
• The delivery options available for the product at checkout.

Delivery to a location outside South Africa is only available where Owlify expressly offers and accepts that destination during checkout.

Owlify does not undertake to deliver to a destination that the checkout cannot accept.

03 Delivery timeframes

The estimated delivery period applicable to an order will be displayed on the product page, during checkout, in the order confirmation or otherwise communicated to the customer before fulfilment.

The estimate may differ between products and destinations because products may have different processing, sourcing, warehouse or courier requirements.

A delivery estimate is calculated in business days unless the checkout or product page expressly states otherwise.

Business days exclude Saturdays, Sundays and South African public holidays.

An estimated delivery date is not a guarantee that the courier will arrive at a specific hour unless Owlify expressly confirms a guaranteed date and time in writing.

04 Order processing and dispatch

An order enters processing after:

• The order has been successfully submitted.
• Payment has been authorised or verified.
• Required customer and delivery information has been received.
• The order has passed any reasonable fraud or security checks.

Processing may include payment confirmation, stock allocation, product inspection, packaging, labelling and transfer to a courier or fulfilment partner.

An order confirmation acknowledges receipt of the order. A separate dispatch or tracking notification may be sent when the parcel leaves the applicable fulfilment location.

Orders placed after operational cut-off times, over weekends or on public holidays may begin processing on the next business day.

05 Your order's delivery journey

06 Delivery fees

Delivery fees are calculated according to the available delivery method, destination, parcel requirements and any active shipping promotion.

The applicable delivery charge will be displayed before the customer submits the final order.

Where Owlify offers free delivery, the relevant minimum order value, qualifying products, delivery areas and promotional conditions will be displayed with the offer or during checkout.

Free-delivery promotions may not cover optional premium delivery services or additional delivery attempts caused by an incorrect or inaccessible customer-supplied address.

07 Tracking your order

Where tracking is available, the customer will receive a tracking number, tracking link or delivery update by email, SMS or another contact method supplied during checkout.

Tracking information may take time to activate after dispatch because the courier must first scan the parcel into its network.

A tracking status such as “label created”, “information received” or “shipment booked” may mean that the delivery record has been created but the courier's first movement scan is still pending.

Customers should contact Owlify where tracking has not updated for an unusual period or indicates a delivery problem.

Please include the order number when requesting assistance.

08 Delivery address and customer information

Customers are responsible for supplying a complete and accurate delivery address before submitting an order.

The address should include, where applicable:

• The recipient's full name.
• A valid South African contact number.
• The building, complex, unit or house number.
• The street name and suburb.
• The town or city and province.
• The correct postal code.
• Any access code, security instruction or landmark reasonably needed for delivery.

Owlify may contact the customer where an address appears incomplete or cannot be validated.

Delivery estimates may be affected while Owlify waits for necessary address information.

09 Changing a delivery address

Contact Owlify as soon as possible if a delivery address must be corrected.

Owlify will make a reasonable effort to update the address before dispatch, but an address change cannot be guaranteed once the parcel has entered courier processing.

A courier may refuse to redirect a parcel for security reasons or may require the parcel to be returned before a new delivery can be arranged.

Where an address change requested by the customer creates an additional courier charge, Owlify may recover the reasonable direct cost after informing the customer.

Owlify will not charge the customer for correcting an address error caused by Owlify.

10 Delivery attempts and authorised recipients

A courier may require a signature, one-time PIN, identification, photograph, electronic confirmation or another reasonable form of proof that delivery took place.

A parcel may be accepted by:

• The customer.
• Another adult authorised by the customer.
• A receptionist, security officer, concierge or responsible person at the supplied address, where appropriate.

Customers should not share a delivery PIN with an unauthorised person.

Where nobody is available, the courier may make another attempt, leave collection instructions, contact the recipient or return the parcel to a depot or sender.

11 Failed and undeliverable parcels

A parcel may be treated as undeliverable where:

• The address is incorrect, incomplete or inaccessible.
• The courier cannot contact the recipient.
• Nobody is available after the permitted delivery attempts.
• The recipient refuses delivery without a valid legal reason.
• The parcel is not collected from a designated collection point within the courier's holding period.

If a parcel is returned because of incorrect customer-supplied information or repeated unsuccessful delivery attempts, Owlify may offer re-delivery subject to payment of the reasonable additional courier cost.

Additional charges will not apply where the failed delivery was caused by Owlify, the courier acting on Owlify's behalf, or another matter for which the customer is not legally responsible.

12 Delays

Delivery may occasionally be delayed by events such as:

• Severe weather or natural events.
• Road closures, transport interruptions or civil disruption.
• Rural or remote-area delivery schedules.
• Courier network congestion.
• Public holidays or peak shopping periods.
• Security incidents, strikes or infrastructure failures.
• Incomplete delivery information.
• Circumstances genuinely outside Owlify's reasonable control.

Owlify will take reasonable steps to communicate a material delay and assist with available tracking or courier information.

13 Product availability

Products remain subject to availability until the order has been accepted and allocated for fulfilment.

If Owlify is unable to perform the order because the product is unavailable, Owlify will:

• Notify the customer as soon as reasonably possible.
• Offer an alternative only with the customer's agreement.
• Refund payments within the period required by applicable South African law.

14 Split and partial deliveries

An order containing multiple products may arrive in more than one parcel where products are fulfilled separately or require different handling.

Separate parcels may have different tracking numbers and may arrive on different days.

A split delivery does not mean that an item is missing if the order confirmation or tracking information shows another parcel still in transit.

Owlify will not charge an undisclosed additional standard delivery fee merely because Owlify elects to split a single accepted order into multiple parcels.

15 Risk and responsibility during delivery

Owlify treats products as remaining at Owlify's risk until accepted delivery has taken place at the address supplied by the customer.

The customer becomes responsible for the parcel after it has been delivered to:

• The customer personally.
• A person authorised to receive it.
• A reception, security desk or delivery point selected or approved by the customer.

This section does not remove any right relating to a parcel that was delivered to the wrong address, damaged before accepted delivery or falsely recorded as delivered.

16 Lost parcels

A delayed tracking update does not automatically mean that a parcel is lost.

Where a parcel appears lost, Owlify may open an investigation with the courier and request reasonable information from the customer.

The customer should provide:

• The Owlify order number.
• The tracking number.
• Confirmation of the delivery address.
• Any delivery messages or evidence received from the courier.
• Confirmation that the parcel was not accepted by another authorised person at the address.

If the parcel is confirmed lost before accepted delivery, Owlify will provide the replacement, refund or other remedy required by applicable law and the circumstances of the order.

17 Damaged or incomplete deliveries

Inspect the parcel as soon as reasonably possible after delivery.

Contact Owlify promptly if:

• The parcel or product arrived damaged.
• The package appears opened, crushed or tampered with.
• A product or advertised component is missing.
• The wrong product, quantity or variation was delivered.

We recommend reporting visible courier damage or missing contents within 48 hours so that photographs, packaging and courier evidence can be preserved.

Missing this preferred reporting period does not automatically remove any statutory consumer right.

Keep the outer packaging, delivery label, internal packaging and damaged product until Owlify confirms the next steps.

18 Order cancellation after dispatch

Contact Owlify immediately if you wish to cancel an order.

Owlify will make a reasonable effort to stop fulfilment before dispatch, but cancellation cannot always be guaranteed once a parcel has entered courier processing.

Where a parcel has already been dispatched, the order may need to be delivered or returned through the applicable process described in Owlify's Return and Refund Policy.

Statutory cooling-off rights and other legal cancellation rights remain unaffected.

19 Returns are handled separately

This Shipping Policy deals with delivering a customer's original order.

Product returns, defective goods, exchanges, cooling-off rights and refunds are governed by Owlify's Return and Refund Policy together with applicable South African law.

Customers must contact Owlify before sending a return so that the parcel can be registered and directed to the correct approved return address.

20 Complaints and consumer rights

Owlify aims to resolve delivery complaints promptly, fairly and in plain language.

Please contact Owlify first and provide a reasonable opportunity for the delivery issue to be investigated.

Nothing in this policy excludes or restricts any consumer right under the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable South African law.

Nothing prevents a customer from approaching an appropriate consumer protection authority, ombud, tribunal or court where legally available.