Shipping policy
Norvela Shipping Policy
Last updated: 1 AUG 2026
This Shipping Policy forms part of Norvela's Terms & Conditions and applies to all orders placed through norvela.co.za ("the Website"). By placing an order, you agree to the terms set out below.
1. Shipping Coverage
Norvela currently ships within South Africa only. We do not offer international shipping at this time. If your delivery address is outside of South Africa, please do not place an order, as it will be cancelled and refunded in accordance with Section 9 below.
We are unable to deliver to:
P.O. Boxes
Poste Restante addresses
Addresses outside of South African borders (including neighbouring countries)
2. Order Processing Time
Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays) of payment confirmation.
Orders placed after 12:00 PM (SAST), or on a weekend/public holiday, will be processed the next business day.
Processing time is separate from delivery/transit time (see Section 3).
Orders will not be processed or dispatched until payment has been successfully received and confirmed. We are not responsible for delays caused by payment provider processing times.
3. Delivery Timeframes
Once dispatched, estimated delivery times are:
Area
Estimated Delivery
Major metros (Johannesburg, Pretoria, Cape Town, Durban)
2–4 business days
Regional/outlying areas
3–7 business days
Remote or rural areas
Up to 10 business days
These are estimates only, provided by our courier partner, and are not guaranteed. Norvela is not liable for delays caused by the courier, customs (where applicable), weather, strikes, load shedding, incorrect address information, or other circumstances beyond our reasonable control.
4. Shipping Costs
Shipping fees are calculated at checkout based on your delivery address and order weight/size.
We currently offer free shipping on orders over R[Insert Amount]. This threshold and any promotional shipping rates may change at any time without prior notice, and will not apply retroactively to orders already placed.
Shipping costs are non-refundable except where required by law or where Norvela is at fault (see Section 8).
5. Order Tracking
Once your order is dispatched, you will receive a confirmation email/SMS containing a tracking number and courier link.
It is your responsibility to monitor tracking and to be available to receive the parcel, or to make arrangements for safe delivery (e.g. a safe place, access instructions).
If tracking shows delivery as "successful" or "delivered" but you have not received the parcel, you must notify us within 48 hours of the delivery status update. Claims made after this window may not be eligible for investigation or resolution, as courier investigation windows close after this period.
6. Address Accuracy
You are responsible for providing a complete, correct, and deliverable shipping address at checkout.
Norvela is not liable for orders delayed, misdelivered, or lost due to incorrect, incomplete, or outdated address information provided by the customer.
If an order is returned to us due to an incorrect address, failed delivery attempts, or being uncollected from a courier depot/locker, the customer will be liable for the cost of re-shipping. Norvela reserves the right to deduct this cost from any refund due.
Address changes after an order has been dispatched cannot be guaranteed and are subject to courier policy and availability.
7. Failed Delivery Attempts
Our courier partners will generally make up to 2–3 delivery attempts.
If delivery fails due to no one being available to receive the parcel, an incorrect address, or refusal of delivery, the parcel may be returned to Norvela.
Re-delivery of a returned parcel will incur an additional shipping fee, payable before the parcel is re-dispatched.
If a returned parcel is not claimed or re-shipping fees are not paid within 14 days, Norvela reserves the right to treat the order as abandoned. In such cases, the product cost will be refunded minus original and return shipping costs, and a reasonable restocking fee where applicable.
8. Lost, Damaged, or Stolen Parcels
All orders are shipped with a courier that provides tracking. Where available, orders may be covered by courier insurance.
If your parcel is confirmed lost in transit by the courier, Norvela will, at its discretion, either send a replacement (subject to stock availability) or issue a full refund.
If your parcel arrives damaged, you must:
Retain all original packaging, and
Notify us within 48 hours of delivery with clear photos of the damaged item(s) and packaging.
Claims for damage reported after 48 hours, or without photographic evidence, may not be eligible for a replacement or refund, as this window aligns with our courier partner's claims process.
Norvela is not responsible for parcels confirmed as delivered by courier tracking to the address provided at checkout, including theft after delivery ("porch piracy"). We recommend selecting a secure delivery location or requiring a signature where available.
9. Order Cancellations & Address Errors
If you need to cancel or amend your order, contact us immediately at [Insert Support Email]. We can only accommodate changes if the order has not yet been processed/dispatched.
Once an order has been handed to the courier, it cannot be cancelled, and standard return/exchange procedures will apply instead (see our Returns Policy).
Orders placed with an undeliverable address (e.g. international address when only South African shipping is offered) will be cancelled, and a refund will be issued minus any payment processing fees already incurred.
10. Delays Beyond Our Control
Norvela will not be held liable for delivery delays or failures caused by events beyond our reasonable control, including but not limited to:
Courier operational delays or strikes
Load shedding / power outages
Extreme weather conditions
Public holidays and peak periods (e.g. Black Friday, Christmas)
Customs or regulatory delays (where applicable)
Acts of God, natural disasters, or civil unrest
In such cases, we will make reasonable efforts to keep you informed but cannot guarantee specific delivery timeframes.
11. Returns Related to Shipping
Any product returns, exchanges, or refunds related to shipping damage, incorrect items received, or non-delivery are subject to our separate Returns & Refunds Policy, available at [Insert Link]. Please refer to that policy for timeframes and conditions.
12. Changes to This Policy
Norvela reserves the right to update or amend this Shipping Policy at any time without prior notice. Changes will take effect immediately upon posting to the Website. It is your responsibility to review this policy periodically. The version in effect at the time an order is placed will govern that order.
13. Contact Us
For any shipping-related questions, please contact us at:
Email: info@norvela.co.za
Phone/WhatsApp: 072 898 4280