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SHIPPING POLICY

Shipping Policy

Alexandra Ramos (PTY) LTD

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This Shipping Policy sets out the terms under which Alexandra Ramos (PTY) LTD ("the Company", "we", "our", or "us") ships and delivers products to customers. By placing an order, you agree to the terms below.

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1. Order Processing

  • Ready-Made Items (not presale): Orders are processed and dispatched within 3–5 working days of receiving full payment and order confirmation.

  • Custom or Made-to-Order Items: Production typically requires 2–6 months, depending on the complexity and size of the item. Estimated production times will be confirmed before order acceptance.

 

2. Shipping Methods and Fees

  • Domestic (South Africa): Orders are shipped using reputable courier services. Delivery charges are calculated at checkout based on weight, dimensions, and destination.

  • International: Delivery charges vary by destination, weight, and dimensions of the order. Any additional customs duties, taxes, or import fees applicable in the Customer’s country are the Customer’s responsibility.

  • Large or Fragile Items: Additional packaging and handling fees may apply for oversized or delicate ceramic items. Customers will be notified of such costs prior to shipping.

 

3. Delivery Timeframes

  • Domestic Orders: Typically delivered within 2–7 working days after dispatch, depending on location.

  • International Orders: Delivery times vary depending on destination and courier, typically 7–21 working days after dispatch. Customs clearance may add delays beyond our control.

  • Delivery timeframes are estimates only and not guaranteed.

 

4. Risk of Loss and Damage

  • Risk of loss or damage passes to the Customer once the order is handed over to the carrier.

  • The Company is not liable for delays, loss, or damage caused by the courier or customs authorities.

  • Customers must inspect items on delivery. If a package is visibly damaged, please note this with the courier upon receipt and notify us within 3 business days with photographs.

 

5. Tracking

  • Customers will receive tracking details by email once their order has been dispatched.

  • It is the Customer’s responsibility to provide accurate delivery details. The Company is not liable for delays or losses due to incorrect or incomplete addresses provided by the Customer.

 

6. Reshipments

  • Reshipments may be allowed in extraordinary and provable cases (e.g., confirmed carrier error), at the Company’s discretion.

  • Any reshipment approved will be subject to the same production and shipping timeframes as the original order.

 

7. Non-Delivery

  • If an order is returned to us due to incorrect delivery information, failure to collect, or refusal to pay customs/import duties, the Customer will be responsible for reshipping costs.

  • If the Customer chooses not to have the order reshipped, no refund will be issued for shipping fees, and refunds for products will be subject to the Company’s Terms of Service.

 

8. Contact Us

For any shipping-related queries, please contact:

Shipping Enquiries
Alexandra Ramos (PTY) LTD
Email: info@thatssoniceforyou

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