Shipping & Returns
Processing Time
We’ll process your order within 48 hours of receiving it. Processing times may be extended during holiday time periods such as Christmas (Nov-Dec) and Valentine’s (Feb).
Orders placed from Friday to Sunday and on public holidays will not be processed until the next business day available.
Shipping Options & Timeframes
We deliver across South Africa for a nationwide flat rate of R110. Free shipping is available on all orders above R1,000.
The Courier Guy is our preferred shipping partner, offering same-day, overnight and standard economy delivery periods in South Africa post dispatch.
- Local Same-Day Economy (Local Johannesburg centres only): Delivery by 17:00 the same day.
- Overnight Courier (Major centres, local areas): Delivery between 1-2 business days, once dispatched.
- Economy (Nationwide South Africa): Delivery between 3-5 business days, once dispatched.
Shipping Schedule
Our primary shipping days are Monday, Tuesday, and Wednesday. This is to prevent the chocolates from melting in transit or in a shipping facility that is not temperature controlled.
We may at our discretion, depending upon the weather conditions, choose not to ship out orders due to weather concerns. During busy holiday periods and cooler months, we try our best to ship orders every day of the week.
Once your order has been handed over to the shipping carrier, any delays are entirely out of our control. Delays may be caused by weather, air traffic, mechanical issues, incorrect delivery address or other factors.
Once shipped, you’ll receive an email with tracking details. Delivery updates can also be requested by contacting us at info@sugarfreesorella.co.za.
No Melt Shipping Guarantee
Hot weather? Don't worry, we offer a No Melt Guarantee. Our team monitors the temperatures where your package is being delivered, and will pack your order with ice when necessary to ensure your chocolates arrive in perfect condition.
If your chocolate arrives melted, we will replace it for free. Please contact us within (24) hours of receipt at info@sugarfreesorella.co.za, with a detailed description and photograph(s) evidencing this. Due to the perishable nature of our chocolate, all claims submitted without proper support will not be eligible for reshipment.
Our guarantee is valid only on correctly addressed orders on the first delivery attempt. We cannot guarantee the condition of the package if the carrier reroutes your order. We will ship your order to the shipping address(es) you provide. Please include a street address, and company name, suite or apartment numbers when applicable to ensure accurate delivery.
Returns
As a retailer of handmade perishable food items, we are unable to accept returns.
