Shipping & Returns

SHIPPING POLICY

What are my delivery options?
Orders can be couriered to most South African addresses, delivered via The Courier Guy.
For delivery to remote areas e.g. remote farms, contact us before purchasing so that we can make the necessary arrangements for courier. 


How long does delivery take?
We dispatch all orders, unless otherwise stated within three working days of receiving payment confirmation, depending on stock availability. If you pay via credit card we receive payment confirmation automatically as soon as you've paid. If you pay via EFT or bank deposit, this may be delayed due to payment clearing.
Delivery takes 3 to 7 working days depending on the order's destination and are made Monday to Friday between 9am and 5pm. There are no deliveries on weekends or public holidays. If you live in a main city centre, your order will take between 3-7 working days. If you live in a remote area it could take 7-9 days. Please do not hesitate to contact us if you wish to get a more exact estimate.


Late Deliveries
Unforeseen circumstances e.g. adverse weather, closed roads, strikes etc. could prolong the delivery time. This is rare but it does happen, so 'late' delivery is not a ground for refund or cancellation of the order. However if your delivery has not been delivered after the estimated times shown above, please contact us with your order number so that we can follow up on the matter.

What is the cost of delivery?
If your shopping bag's total is R 700 or more we are happy to offer you free delivery in South Africa. 


Delivery Charge
The delivery charge varies depending on where the order is going:​

  • Durban and Surrounding:  R97 (up to 15kg)

  • Elsewhere in South Africa:  R130 (up to 15kg)

What happens if an item I ordered is out of stock?
We carry a large stock holding in our warehouse which we are constantly restocking. However it is possible that you will order a product that we are out of stock of. If this happens we will contact you to notify you and to give you options e.g. swop for another similar product etc. Rest assured that we will always do our best to get the products you desire to you as soon as possible and that you will always be in the loop with how your order is progressing.


Where does Moontree Organics deliver to?
We deliver to most addresses in South Africa.


What happens if there is no one home when a courier delivery is attempted?
Courier deliveries are made Monday to Friday 9am to 5pm, so you should always provide a delivery address where there will be an appropriate person to sign for the delivery during these times. If there is no one around to accept the delivery, the courier company will contact the recipient via telephone so that a new delivery day can be arranged.


Do I have to receive a courier delivery personally?
Anyone at the delivery address can accept the delivery. In order for us to prove that delivery of an order has been completed, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery.


Can I track my order?
We will email you your parcel's tracking information so that you can track your parcel on The Courier Guy's website.


Do you deliver overseas?
No, however you are welcome to select the delivery method Collect Yourself and then get your own courier to collect your order for international delivery. Contact us if you are unsure of how to go about this.

Can I place an order for delivery in South Africa if I am not in South Africa?
Yes, but please ensure that the billing address you list is a South African one, even if paying with an international card.


Where are you based?
We are physically based in Assagay, Hillcrest, KwaZulu Natal, but deliver anywhere in South Africa. You can place an order with us: through our website, on the phone or via email and we will send your order to you. 


Can we come and buy products from your warehouse?
Unfortunately not.


What do I do if I receive goods damaged or broken in transit?
If you do not receive your order in mint condition or if anything is broken or damaged please let us know immediately so that we can ensure the situation is rectified. Whilst we have not lost any parcels in the post to date, goods are occasionally damaged in transit, and there is no question that these will be replaced. If you can, please do take a photo of the damaged item as this helps our packing team improve the way products are sent.


If you need some assistance please do not hesitate to contact us. We are here to help you!

Return & Exchange Policy

What do I do if I wish to return something I purchased?
You are welcome to return any good purchased within 7 days of receiving the item. Unfortunately we can only accept goods for return that are still in their original unopened packaging. You will have to pay to have the item couriered or posted back to us, but as soon as we receive it, we will issue you a credit note. Our policy is to deduct a 10% handling fee from the original price, but unless a lot of administration has been necessary to get the item back, we usually turn a blind eye to it.
Refunds are dealt with on a case-by-case basis and are generally processed within 3 working days.