Shipping policy

At BietjieBirdie, we aim to make ordering as simple and stress-free as possible. This Shipping & Delivery Policy explains how orders are processed, shipped and delivered.

By placing an order with BietjieBirdie, you acknowledge that delivery times may vary depending on the product, delivery destination, courier availability and circumstances outside of BietjieBirdie's control.

1. DELIVERY WITHIN SOUTH AFRICA

BietjieBirdie currently ships orders within South Africa.

Available delivery options and applicable shipping costs will be displayed during checkout.

Shipping charges may vary depending on the product, destination, parcel size, weight and delivery method.

2. ORDER PROCESSING

We aim to process orders as quickly as reasonably possible.

Processing times may vary depending on whether the product is fulfilled directly by BietjieBirdie or shipped by one of our suppliers.

Products that are held and fulfilled directly by BietjieBirdie will generally be prepared for dispatch before being handed to our designated courier.

Products fulfilled directly by a supplier may require additional processing time before being handed to the supplier's chosen delivery provider.

Where a product has a specific processing or estimated delivery time, this will be communicated on the relevant product listing or during the ordering process where possible.

3. PRODUCTS SHIPPED BY BIETJIEBIRDIE

Where BietjieBirdie fulfils your order directly, we use Aramex as our delivery provider unless otherwise stated.

Once your order has been processed and handed to Aramex, you may receive tracking information where tracking is available.

Aramex is responsible for transporting the parcel after it has been handed over to them.

While we will make reasonable efforts to assist with delivery queries and tracking issues, BietjieBirdie cannot control the internal operations, routes, schedules or delays of the courier.

4. SUPPLIER-FULFILLED PRODUCTS

Some BietjieBirdie products may be fulfilled and dispatched directly by one of our suppliers.

For these products, BietjieBirdie does not control:

The supplier's processing time;
The supplier's warehouse or dispatch schedule;
The courier selected by the supplier;
The courier's delivery route or schedule;
Customs or border processes where applicable; or
Delays occurring after the product has left the supplier's facility.

Estimated delivery times for supplier-fulfilled products are therefore estimates only and are not guaranteed.

We will, however, make reasonable efforts to assist you if there is a significant delivery issue and will communicate with the relevant supplier or delivery provider where necessary.

5. DELIVERY ESTIMATES

Any delivery timeframe displayed on our website is an estimate unless we expressly state otherwise.

Delivery times may be affected by:

Your delivery address;
Courier capacity and operational delays;
Public holidays;
Severe weather;
Supplier processing times;
Stock availability;
Incorrect or incomplete delivery information;
High-volume periods;
Service interruptions; or
Other circumstances outside our reasonable control.

We cannot guarantee that an order will arrive on a specific date unless a specific delivery commitment has expressly been agreed with you.

6. TRACKING

Where tracking is available, tracking details will be provided to you once your order has been dispatched and the relevant tracking information is available.

Tracking information may take some time to become active after a parcel has been collected or scanned by the courier.

If your tracking information appears to have stopped updating, please contact us at info@bietjiebirdie.co.za and we will assist where reasonably possible.

7. FAILED DELIVERY

Please ensure that the delivery address, contact number and other delivery information provided at checkout are accurate and complete.

If a courier is unable to deliver your order because of incorrect or incomplete information supplied by the customer, an unavailable recipient, or repeated failed delivery attempts, additional delivery charges may apply where the parcel needs to be re-dispatched.

We will communicate with you regarding the appropriate next steps.

8. DELAYED ORDERS

If your order is taking longer than the estimated delivery timeframe, please contact us at:

info@bietjiebirdie.co.za

Where BietjieBirdie is responsible for fulfilling the order, we will investigate the delay with the relevant courier.

Where the order is supplier-fulfilled, we will contact the relevant supplier or delivery provider where reasonably possible and assist you with obtaining an update.

Although we cannot control third-party courier or supplier operations, we will make reasonable efforts to assist in resolving delivery issues.

9. LOST OR MISSING PARCELS

If you believe your order has been lost or has not arrived within a reasonable period, please contact us.

We may need to investigate the matter with the relevant courier or supplier before determining the appropriate next steps.

Where a product is confirmed as lost in transit and a remedy is required under applicable law, BietjieBirdie will provide the appropriate remedy.

10. DAMAGED DELIVERIES

If your parcel arrives visibly damaged, please take photographs of the parcel and the product before disposing of any packaging.

Your order number;
Photographs of the packaging;
Photographs of the damaged product; and
A brief description of the damage.

We will assess the matter and, where appropriate, liaise with the relevant courier or supplier.

Your statutory consumer rights remain unaffected.

11. INTERNATIONAL SHIPPING

Unless expressly stated otherwise on our website, BietjieBirdie currently does not offer international shipping.

If international shipping becomes available in the future, additional terms relating to customs, duties, taxes and international delivery may apply.

12. SHIPPING COSTS

Shipping costs will be displayed during checkout before you complete your purchase.

Where a promotional offer includes free shipping, the terms and conditions of that promotion will apply.

Shipping charges are subject to change without notice, but the applicable shipping charge for your order will be displayed before payment is completed.

13. MULTIPLE PRODUCTS IN ONE ORDER

If an order contains products fulfilled from different locations or suppliers, products may be shipped separately and may arrive at different times.

You may therefore receive more than one parcel and/or more than one tracking number for a single order.

You will not be charged additional shipping solely because an order is split into multiple deliveries where the shipping charge displayed at checkout was based on the complete order.

14. DELIVERY TO INCORRECT ADDRESSES

BietjieBirdie is not responsible for delivery problems resulting from an incorrect or incomplete address supplied by the customer.

If you realise that your delivery details are incorrect, please contact us immediately at info@bietjiebirdie.co.za.

We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed once an order has been dispatched.

15. THIRD-PARTY COURIERS AND SUPPLIERS

BietjieBirdie works with third-party suppliers and delivery providers to fulfil certain orders.

While we carefully select our service providers and will make reasonable efforts to assist with delivery issues, we cannot control the day-to-day operations of independent suppliers or courier companies.

Nothing in this section limits any rights or remedies available to you under applicable South African consumer protection legislation.