Returns & Shipping Policy
Last updated: March 2026
Shipping
Order Flow
Once you place an order and payment is confirmed via Yoco, the following process takes place:
- The vendor is notified and delivers the item(s) to the bureau within 48 hours.
- The bureau inspects, packages, and ships the order — or holds it for in-store collection.
Shipping Methods
| Method | Cost | Timeframe | Max Weight |
|---|---|---|---|
| Collect from Shop | Free | Ready within 48 hours | — |
| Paxi (PEP Stores) | From R60 | 7–9 business days | 5 kg |
| PostNet Counter-to-Counter | From R109 | 2–3 business days | 15 kg |
| The Courier Guy Economy | From R110 | 2–3 business days | 30 kg |
The customer selects and pays for their preferred shipping method at checkout. The bureau covers all packaging materials.
Tracking
Tracking information is provided for all courier shipments. You will receive tracking details via email once your order has been dispatched.
Bulky or Heavy Items
For items over 25 kg or items requiring special handling, an exact shipping quote will be provided at checkout.
Returns
Our returns policy is compliant with the Consumer Protection Act (CPA).
General Products
You may return general products within 14 days of delivery, provided the items are unused, in their original condition, and in their original packaging.
Food Items
Food items (including canned goods, honey, and spices) cannot be returned unless they are defective or damaged on arrival.
Handmade and Custom Items
Handmade and custom-made items cannot be returned unless they are defective. Slight variations in handmade products are inherent to the craft and are not considered defects.
Damaged in Transit
If your order arrives damaged, please contact us within 48 hours of delivery at info@stilbaaitourism.co.za with photographs of the damage. We will arrange a replacement or full refund.
Return Shipping
Return shipping costs are the responsibility of the customer. If the item is defective or was damaged in transit, the bureau will cover the return shipping cost.
Refund Method
Refunds are processed to the same payment method used for the original purchase.
Refund Processing
Refunds are processed within 7 business days of receiving the returned item.
How to Initiate a Return
To request a return, email us at info@stilbaaitourism.co.za with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photographs (if the item is damaged or defective)
We will respond within 2 business days with return instructions.
Contact
For any questions about shipping or returns, email us at info@stilbaaitourism.co.za or call 081 091 4066.