Shipping policy

Order Processing Time

Once we receive your order and confirm payment, we will process, pack and arrange courier collection. This process typically takes 3 to 7 business days.

Please note:

  • Delivery timeframes are estimates only. While we strive to expedite shipping, external factors beyond our control such as courier delays or weather disruptions may occasionally cause delays.
  • Orders are not processed on weekends or public holidays.
  • Orders placed during sale periods will have a turnaround time of 10 to 14 business days starting from the day the sale ends.
  • Express shipping does not apply to or impact the processing times of sale orders.
  • International orders will be dispatched within 7 business days with tracking details provided via email.


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Change in Delivery Address or Contact Details

The delivery address plus contact details cannot be changed once the order has been placed, as the information is immediately sent to the warehouse for processing.

Order Cancellation

Orders cannot be cancelled once placed.

If you would like to, you can log a return once your product has been delivered.

For more information, kindly refer to our Refund and Returns Policy.


Direct Transfer Payment Orders

Please send your proof of payment to payments@lotuspes.com should you select the EFT payment option. Orders will be held for 24 hours pending payment after which they will be canceled.

If you do not use your order number as a payment reference, there may be a delay in shipping your order.

Customs and Duties

All international customers are responsible for any applicable customs fees, import taxes or duties charged by their respective countries.

Packaging

We take great care to ensure your order arrives safely and securely. All parcels are adequately packed and marked with fragile stickers when necessary. However, we cannot guarantee how parcels are handled by third party couriers once they leave our facility.

Package Insurance

If you are concerned about the risk of loss or damage to your parcel during transit, we recommend adding shipping insurance to your order. This allows us to insure your shipment with the courier and file a claim on your behalf in the event of loss, theft or damage.

A shipping insurance banner automatically appears when you add a product to your cart. It is the customer’s responsibility to manually remove this notice if they choose not to add insurance.

Please note:

Lotus Pēs (Pty) Ltd is not liable for any lost, stolen or damaged parcels once they’ve left our warehouse unless shipping insurance was added at checkout.

By removing or declining shipping insurance, you accept full responsibility for any courier related issues and acknowledge that no compensation, replacement or refund will be provided for uninsured parcels.

Tracking

Once your order has been dispatched, we will notify you via email and provide a tracking number. Kindly note that it may take up to 24 hours for tracking details to become active on the courier’s system.

The responsibility to track the order lies with the buyer. By making payment, you are consenting to this disclaimer.

Communication 

All order related communication must be directed to our official email addresses:

  • General Queries: enquiries@lotuspes.com
  • Order Support & Tracking: orders@lotuspes.com

For accurate and timely support, please ensure that all correspondence is sent to the relevant email address.


Returns

For information regarding returns, please refer to our Refund and Returns Policy.


Delays

While we make every effort to ensure prompt delivery, we are not responsible for any courier-related delays. We do not issue refunds due to shipping delays beyond our control.