Shipping & Delivery Policy

We maintain stock across different Decorum & Co locations.

Stock displayed as available may be held at our:

• Main Distribution Centers;
• Outlet Stores; or
• another designated Decorum & Co stock location.

Courier orders are dispatched from our Main Distribution Centers only.

Where an item required for delivery is held at another Decorum & Co location, it may first need to be transferred internally to a Main Distribution Center before dispatch.

This allows us to maintain appropriate stock control and ensure courier orders are fulfilled through the correct dispatch process.

While we use stock-control systems to maintain accurate availability, occasional discrepancies may occur due to:

• simultaneous online and in-store purchases;
• stock transfers;
• system synchronisation;
• damaged or unavailable stock; or
• stock-count adjustments.

If an availability issue affects your order, our team will contact you with the applicable next steps.

All courier orders go through an order-processing, picking, checking, packing and courier-booking process before leaving our warehouse.

Orders are typically processed and dispatched within:

Orders and payments confirmed after 10:00 AM will generally begin processing from the next working day.

Working days exclude weekends and South African public holidays.

The standard processing period applies before the applicable courier transit period begins.

Where an Express or Overnight option is available, the service shown at checkout will apply subject to stock availability, processing requirements, courier collection times and the conditions of that service.

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

Available delivery methods may vary depending on:

• destination;
• parcel dimensions;
• actual or volumetric weight;
• product type;
• order quantity; and
• courier availability.

Available options may include:

• Standard door-to-door courier delivery;
• Overnight or Express delivery, where available; and
• other supported delivery services displayed at checkout.

Certain oversized, unusually shaped or heavy products may require a specialised delivery service or may be subject to additional charges.

Shipping charges are calculated using factors including:

• destination;
• quantity;
• parcel dimensions;
• weight;
• volumetric weight; and
• delivery method.

For bulky products, couriers may charge according to volumetric weight rather than actual weight.

The applicable shipping charge shown at checkout will apply to the order, subject to any correction required for exceptional freight or system errors.

Courier delivery time starts after your order has been dispatched and collected by the courier.

• Gauteng: 1–2 working days
• KwaZulu-Natal: 2–4 working days
• Western Cape and major coastal areas: 3–5 working days
• Other regional or outlying areas: approximately 3–6 working days

These are estimates and are not guaranteed delivery dates.

Remote or outlying areas may require additional transit time.

Your total order timeline includes warehouse processing plus courier transit.

• Gauteng: approximately 2–4 working days total
• KwaZulu-Natal: approximately 3–6 working days total
• Western Cape / Coastal: approximately 4–7 working days total
• Other areas: approximately 4–8 working days total

These are general estimates only and may vary.

Where Overnight or Express delivery is available, it generally refers to an expedited courier service after the parcel has been handed to the courier.

It does not necessarily mean delivery on the day the order is placed.

Express services may be subject to:

• stock availability;
• order processing requirements;
• destination coverage;
• courier collection schedules;
• parcel size or weight limitations; and
• courier service conditions.

The delivery option shown at checkout should be read together with the applicable processing and courier conditions.

In some cases, a product may be available within Decorum & Co but not physically located at our Main Distribution Centers.

Where this occurs, the product may first need to be transferred internally before it can be dispatched.

Internal transfers may add processing time to the order.

Where a significant delay is expected, we will endeavour to communicate this to the customer.

Customers may select or arrange collection from our Outlet Stores where collection is available for the applicable order.

Depending on where the stock is located, an internal transfer may first be required.

When collecting:

• please provide your order number;
• identification or order verification may be requested;
• ensure that you have suitable transport for the product; and
• check that the products collected correspond with your order before leaving.

Our Outlet Stores are retail and collection locations and do not dispatch courier orders.

Courier delivery orders are processed through our Main Distribution Centers.

Once an order has been collected from a Decorum & Co location, the customer is responsible for transporting and securing the products appropriately.

Decorum & Co cannot accept responsibility for damage caused during customer-arranged:

• loading;
• transportation;
• securing;
• unloading; or
• handling after collection.

Any reported issue will be handled in accordance with our Returns & Refund Policy.

Where Decorum & Co offers free shipping, the promotion may be subject to:

• a minimum order value;
• maximum actual or volumetric weight;
• selected products or collections;
• geographical restrictions; and
• promotional terms displayed at the time.

Where the current free-shipping offer applies to orders over R3,000, it is subject to a maximum applicable volumetric-weight threshold of 60 kg.

Orders exceeding the applicable threshold may attract an additional delivery charge.

The delivery charge, where applicable, will be displayed at checkout or communicated before fulfilment where exceptional freight arrangements are required.

Our courier partners are independent service providers.

Once an order has been handed to the courier, delivery is subject to the courier's:

• operating schedules;
• routes;
• depot processing;
• service conditions; and
• capacity.

Although Decorum & Co remains available to assist with an order, we cannot guarantee:

• a specific collection or delivery time;
• the exact time a driver will arrive;
• that a collection and replacement will occur at the same time; or
• an exact transit time once a parcel is within the courier's network.

Tracking information should be used for the latest available delivery status.

Customers are responsible for providing a complete and accurate:

• delivery address;
• contact name;
• telephone number; and
• any necessary delivery information.

Please check these details carefully before completing your order.

If you notice an error after ordering, contact us as soon as possible.

Once an order has been dispatched, it may not be possible to amend the delivery address.

Additional courier charges arising from incorrect or incomplete information may be for the customer's account.

It is the customer's responsibility to ensure that someone is available at the delivery address to receive the parcel.

Failed delivery attempts may result in:

• delays;
• return of the parcel to a depot or to Decorum & Co; and/or
• additional courier or re-delivery charges.

Where re-delivery is required because the customer was unavailable or supplied incorrect information, additional delivery charges may apply.

Please inspect your order as soon as possible after receiving it.

Where visible damage is believed to have occurred during courier delivery, it must be reported to Decorum & Co within 24 hours of receiving the order.

Please provide:

• your order number;
• clear photographs of the product;
• photographs of the packaging; and
• a photograph of the courier or shipping label.

This information is required for us to investigate the matter and lodge the applicable courier claim.

Once the matter has been reviewed, our Returns Team will contact you with the outcome and next steps.

If your delivery contains an incorrect item, colour, size or variant, or an item appears to be missing, please contact us as soon as possible.

We may request photographs and your order information so that we can verify the issue.

Where an incorrect item was supplied by Decorum & Co, we will arrange the applicable correction and return process.

Although we aim to meet our estimated timelines, delays may occur because of circumstances including:

• weekends and public holidays;
• courier delays or capacity constraints;
• severe weather;
• road or transport disruptions;
• remote-area deliveries;
• national disruptions;
• warehouse stock counts or operational audits;
• unusually high order volumes;
• promotional events;
• Black Friday or festive-season volumes;
• internal stock transfers; or
• circumstances outside our reasonable control.

Where possible, we will endeavour to communicate significant delays affecting your order.

Shipping an order to a customer and returning a product to Decorum & Co are separate processes.

Returns, exchanges, warranty claims, product assessments, courier-damage claims and change-of-mind returns are governed by our Returns & Refund Policy.

Please do not send products back to our Outlet Stores or Main Distribution Centers without first receiving return instructions from our Returns Team.