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.

Change in Delivery Address
Please note that address changes will not be made once your order has been shipped.

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 or packing insurance to your order. This allows us to insure your shipment with the courier. Please note: Lotus Pēs (Pty) Ltd is not liable for any lost or damaged 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.

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.