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:

  • Express shipping orders are fulfilled and dispatched within 2 business days of payment confirmation.
  • 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 and 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.

Shipping & Delivery Disclaimer

  • Lotus Pēs makes use of independent, third-party courier companies to deliver orders nationwide.
  • Once a parcel has been collected from our premises and scanned into the courier network, all responsibility for routing, delivery scheduling and final handover lies with the courier company.
  • If you reside in an area classified as high-risk for hijacking or theft, couriers may reroute your parcel to a secure collection point (such as a local depot, garage station or police station) to protect drivers and goods. This is standard operating procedure across South Africa and does not constitute a failed delivery.
  • By placing your order, you acknowledge that delivery procedures are determined by the courier service and Lotus Pēs is not liable for any alternative arrangements they implement for security reasons.
  • Delivery fees paid cover the cost of shipment from our premises to your area. They are non-refundable if the courier requires collection from a secure point.
  • If you are unsure whether your address is in a high-risk zone, we recommend contacting us before ordering so we can provide guidance or alternative delivery options.

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:

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.