Shipping policy
Shipping Policy
We deliver Lotus Pēs Wellness, Lotus Pēs Baby and DVOTE orders throughout South Africa using independent courier partners. Please review our shipping, processing and delivery terms before placing your order.
Order Processing Times
Orders are processed and dispatched according to the shipping option selected at checkout:
- Express Shipping: 1–2 business days
- Priority Processing: 1–3 business days
- Standard Shipping: 3–7 business days
- Sale Periods: 10–14 business days, calculated from the end of the sale unless otherwise stated.
Please note: These timeframes refer specifically to order processing and dispatch, not courier delivery.
Our business operates Monday to Friday only. Orders are not processed or dispatched on weekends or South African public holidays, and these days are excluded from all stated processing timelines.
Express Shipping and Priority Processing do not override extended sale processing timelines unless expressly stated.
Courier Delivery Timelines
Once your order has been processed, fulfilled and dispatched, the following estimated courier delivery timelines apply:
- Gauteng: 1–3 working days following dispatch.
- Rest of South Africa: 2–4 working days following dispatch.
These delivery estimates are separate from the order processing times outlined above.
Courier deliveries generally take place on working days. Weekends and South African public holidays are excluded from the stated delivery timelines.
Delivery times are estimates and may vary depending on the destination, courier service, shipment volumes and unforeseen operational circumstances.
Selecting Priority Processing expedites the processing and dispatch of your order but does not guarantee next-day delivery unless expressly stated at checkout.
Pre-Orders
Products marked PRE-ORDER are not available for immediate dispatch.
Please allow the additional fulfilment period communicated on the product page or at checkout.
Orders containing both available and pre-order items will be dispatched together once all items are ready.
Delivery & Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your courier tracking details.
Please allow up to 24 hours for tracking information to become active.
Our courier partners may also send SMS notifications when your parcel is out for delivery, including delivery updates and any verification PIN required to complete delivery.
Customers are encouraged to monitor their tracking information and ensure their contact details remain accessible throughout the delivery process.
Receiving Your Order & Proof of Delivery
Customers are responsible for ensuring that someone is available at their designated delivery address to receive their parcel.
If you are unavailable at the time of delivery, please arrange for a trusted individual to accept the parcel on your behalf.
Where a parcel is received and signed for by an authorised individual at the delivery address provided during checkout, the courier will generally record the shipment as successfully delivered.
Courier proof of delivery may include the recipient’s name, signature, delivery timestamp, verification PIN or other applicable delivery confirmation.
Customers are responsible for coordinating receipt of their parcels with any individual they authorise to accept delivery on their behalf.
If you believe a parcel has been incorrectly delivered or signed for by an unauthorised person, please contact orders@lotuspes.com so that we can investigate with the courier.
All disputed deliveries will be assessed using the available delivery records and in accordance with applicable consumer protection legislation.
Delivery Address & Contact Information
Customers must provide a complete and accurate delivery address, working contact number and email address at checkout.
Orders are transferred to our fulfilment system for processing, and amendments cannot be guaranteed once an order has been placed.
Once a parcel has been dispatched, customers must contact the courier directly to request any changes to their delivery address or contact number.
Such changes are subject to the courier’s approval and may result in additional charges.
Lotus Pēs cannot guarantee the successful completion of delivery where inaccurate or incomplete information has been supplied.
Failed Deliveries & Returned Parcels
Couriers may attempt delivery more than once before returning an undeliverable parcel to the sender.
Parcels returned due to incorrect or incomplete delivery details, an unreachable recipient, repeated failed delivery attempts or failure to collect may incur additional charges.
Where the return is caused by customer-provided information or customer unavailability, the customer may be responsible for the original delivery fee, return-to-sender charges and any applicable redelivery costs, subject to applicable law.
Any refunds will be handled in accordance with our Refund & Returns Policy and applicable consumer protection legislation.
Courier Delays & Delivery Concerns
Courier operations may be affected by adverse weather, high shipment volumes, operational disruptions, security incidents and other unforeseen circumstances.
If your shipment is delayed, please refer to your tracking information or contact the courier for delivery updates.
If a parcel is confirmed lost, damaged or incorrectly delivered, please contact orders@lotuspes.com so we can investigate and assist with an appropriate resolution.
High-Risk Delivery Areas
For the safety of courier personnel, some deliveries to areas identified as high-risk may require alternative arrangements, including collection from a designated secure location.
Where this occurs, customers will be informed of the available options.
Any unresolved delivery concerns will be addressed in accordance with applicable consumer protection law.
International Orders
International delivery times vary according to destination, customs processing and courier services.
Import duties, customs taxes, clearance charges and other destination-country fees are the customer’s responsibility unless expressly included at checkout.
These charges are separate from the shipping fee paid to Lotus Pēs.
Contact Us
For order-related enquiries, please contact orders@lotuspes.com.
Our operating hours are Monday to Friday, 9:00 AM–5:00 PM, excluding South African public holidays.
For returns, cancellations and refunds, please refer to our Refund & Returns Policy.