Shipping policy
Shipping Policy
This Shipping Policy explains how Avernea processes, ships, tracks, and supports orders placed through our online store.
Quick summary
Orders are processed before dispatch, then handed to the courier network. Once shipped, tracking updates may take 24–72 hours to appear.
Order received
Your order is confirmed after checkout and payment processing.
Processing
Your order is prepared, checked, packed, and readied for dispatch.
Courier movement
Your parcel enters the courier network and tracking scans begin updating.
Delivery
Your parcel is delivered to the shipping address entered at checkout.
All orders are processed within 1–3 business days, excluding weekends and public holidays.
During high-volume periods, product launches, holidays, promotions, courier backlogs, or fulfilment delays, processing may take slightly longer.
Delivery times vary depending on your location, courier routing, shipping method selected at checkout, and courier network conditions.
Estimated delivery times are:
- South Africa: 3–15 business days.
- International: 10–20 business days, only if international shipping is offered at checkout.
Shipping costs are calculated and displayed at checkout, unless otherwise stated on the product page, during a promotion, or through a free-shipping offer.
If a free-shipping offer is active, the offer will apply according to the conditions shown on the website or at checkout.
Final shipping costs may depend on your delivery address, order value, shipping method, and any active store promotions.
Once your order ships, you will receive tracking information by email where tracking is available.
Please allow 24–72 hours for tracking updates to appear after the courier receives or scans the parcel. Some stages may not update immediately, especially while the parcel is being processed, packed, transferred, or moved between courier facilities.
Please make sure your shipping address, phone number, email address, suburb, city, province, postal code, and delivery notes are correct before completing checkout.
Avernea is not responsible for delays, failed delivery, non-delivery, or rerouting caused by incorrect, incomplete, outdated, or unclear delivery information provided by the customer.
If an order is returned to us because of an incorrect or incomplete address, you may be responsible for the cost of reshipping the parcel.
If you need to change or cancel your order, please contact us as soon as possible at info@avernea.co.za.
We can only accommodate changes or cancellations before the order is processed, packed, fulfilled, or shipped.
Once an order has entered fulfilment or the courier network, changes and cancellations may no longer be possible.
If your tracking shows that your package was delivered but you did not receive it, please first check with household members, reception, building security, neighbours, or your local courier contact where applicable.
If your package appears to be lost in transit, contact us and we will work with the courier to investigate where possible.
Claims for lost-in-transit parcels should be submitted within 14 days of the last tracking update.
Shipping delays can happen. Delays may be caused by courier backlogs, public holidays, weather, high order volumes, remote-area routing, customs processing, incorrect customer information, supplier processing, or other circumstances outside our control.
We are not responsible for delays caused by courier networks, customs, weather, or external events, but we will support customers with available tracking and courier information where possible.
If international shipping is available, customers are responsible for any customs duties, taxes, import fees, clearance fees, or charges required by their country.
International customs processing may also affect delivery timelines.
If you have questions about shipping, delivery, tracking, address changes, or missing parcels, contact Avernea at:
Email: info@avernea.co.za
For faster support, include your order number, full name, tracking number if available, and the email or phone number used at checkout.
Need help with delivery?
Email Avernea with your order number, full name, and tracking number so we can review your delivery status properly.