Shipping policy
Shipping Policy
We deliver Lotus Pēs Wellness, Lotus Pēs Baby and DVOTE orders through independent courier partners. Please review the following information before placing your order.
Order Processing Times
Orders are processed and dispatched according to the shipping option selected at checkout:
- Standard Shipping: 3–7 business days
- Priority Processing: 1–3 business days
- Express Processing: 1–2 business days
- Sale Periods: 10–14 business days, calculated from the end of the sale unless otherwise stated
These timeframes refer to order processing and dispatch, not courier delivery.
Business days exclude weekends and South African public holidays. Express and Priority Processing do not override extended sale processing timelines unless expressly stated.
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.
Courier delivery timelines depend on the destination, selected courier service and operational conditions. Estimated delivery dates are not guaranteed.
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.
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.
Any refunds will be handled in accordance with our Refund & Returns Policy and applicable law.
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.