LuxenLiving™ — Shipping & Delivery Policy

Last updated: 27 October 2026

At LuxenLiving, we aim to provide a smooth, reliable and convenient delivery experience. This Shipping & Delivery Policy explains our delivery timeframes, courier arrangements and procedures for delayed, lost or damaged parcels.

This policy applies to orders placed through the LuxenLiving online store within South Africa and must be read together with our Terms of Service and Returns, Refunds & Exchanges Policy.

1. Shipping and delivery timeframe

LuxenLiving's estimated delivery timeframe is 10–15 business days.

Business days exclude Saturdays, Sundays and South African public holidays.

Delivery timeframes may vary depending on product availability, order processing, courier capacity, delivery location and circumstances outside our reasonable control.

The estimated timeframe is not a guarantee of delivery on a particular date unless expressly agreed otherwise. Where a different delivery period is agreed with you, that agreed period will apply, subject to applicable law.

We recommend allowing for the full estimated delivery window before contacting us about an order that remains within the stated timeframe.

2. Courier service

LuxenLiving uses Aramex Store-to-Door for deliveries where the service is available.

Orders are delivered to the address supplied by the customer at checkout. Please ensure that your delivery details, including your street address, suburb, city, postal code and contact number, are accurate and complete.

LuxenLiving cannot guarantee successful delivery where incorrect or incomplete information has been supplied. If a delivery problem arises from inaccurate customer details, we will work with the customer and courier to determine the available options. Additional delivery charges may apply where lawful and disclosed before being incurred.

3. Order processing

Orders are processed after successful payment confirmation.

Processing, stock verification, packing and courier collection may take additional time before an order enters transit. The estimated delivery timeframe should be read alongside any specific processing or dispatch information communicated to you.

If a product becomes unavailable or we identify a material problem that may prevent fulfilment, we will notify you and arrange an appropriate solution in accordance with applicable law.

4. Tracking your order

Where tracking information is available, it will be shared with you through the contact details provided at checkout or another suitable communication channel.

Courier tracking information may take time to update after collection or scanning.

Customers are encouraged to monitor their tracking details and ensure that someone is available to receive the parcel when delivery is attempted.

If tracking has not updated for an unusually long period or indicates a delivery problem, please contact LuxenLiving with your order number so that we can investigate with the courier.

5. Delivery delays and circumstances outside our control

Although LuxenLiving makes reasonable efforts to fulfil orders within the estimated delivery timeframe, delays may occur due to circumstances beyond our reasonable control, including:

• Courier backlogs or operational disruptions.

• Severe weather, flooding or other natural events.

• Road closures, accidents or transport disruptions.

• Public holidays or peak-season demand.

• Incorrect or incomplete delivery information.

• Security incidents, civil unrest or other exceptional events.

• Delays involving suppliers, fulfilment partners or other third parties.

Where a delay occurs, we will make reasonable efforts to obtain updated information and communicate material developments to affected customers.

Limitation of liability: To the extent permitted by South African law, LuxenLiving will not be liable for losses caused solely by circumstances outside its reasonable control where the law does not make LuxenLiving responsible for those losses.

However, this clause does not exclude or limit any liability or consumer remedy that cannot lawfully be excluded. It does not remove your statutory rights if an order is not delivered within the agreed period or within a period permitted by law.

6. Delayed, missing or undelivered orders

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number and tracking details, if available.

We will make reasonable efforts to investigate the shipment with Aramex and establish the status of your parcel.

If an order has not been fulfilled within the agreed delivery period, the rights available to you under section 46 of the Electronic Communications and Transactions Act 25 of 2002 may apply. These may include a right to cancel the agreement with seven days' written notice where the statutory requirements are met.

If we are unable to supply an order because the goods are unavailable, we will notify you and provide the refund required by law.

A parcel being delayed, untraceable or lost in transit will not automatically result in your claim being rejected. We will investigate the circumstances and provide an appropriate resolution in accordance with our legal obligations.

7. Incorrect delivery details and failed delivery attempts

Customers are responsible for checking that their delivery information is correct before completing checkout.

If a parcel cannot be delivered because the address is incorrect, the recipient is unavailable or the courier cannot access the delivery location, the courier may attempt redelivery or request further instructions.

Any additional delivery or redelivery charges will be communicated where applicable and charged only where lawful.

If a parcel is returned to LuxenLiving because delivery could not be completed, we will contact you to discuss redelivery or other available options. Any refund or deduction will be handled in accordance with applicable law and the circumstances of the order.

8. Damaged parcels

Please inspect your parcel and product as soon as reasonably possible after delivery.

If your parcel arrives visibly damaged or your product appears to have been damaged during transit, contact LuxenLiving promptly with your order number and photographs of the packaging and product, where available.

Please retain the packaging while the matter is being investigated.

We will liaise with the courier where appropriate and arrange a remedy where required by law. Prompt reporting helps with the investigation but does not remove any statutory rights you may have.

9. Delivery address and acceptance

Customers should provide a secure, accessible delivery address and ensure that the recipient can accept the parcel.

Once delivery has been recorded, customers may be asked to provide relevant details if a parcel is reported missing. LuxenLiving may request delivery confirmation or investigate with the courier.

A courier's delivery record will be considered as part of the investigation but will not automatically override credible evidence that a parcel was not received.

10. Shipping fees

Any applicable shipping fees will be displayed at checkout or otherwise disclosed before the order is placed.

Where free shipping or a promotional delivery offer is advertised, the terms of that offer will apply.

No additional shipping charge will be imposed without a lawful basis.

11. Contact us

For shipping enquiries, tracking assistance or delivery complaints, contact LuxenLiving using the customer-service email address or contact form published on our website.

Please include your order number so that we can investigate your enquiry efficiently.

LuxenLiving™ — Everyday living, elevated.