Shipping policy

SHIPPING POLICY

Last Updated: 25 July 2026

Thank you for shopping with Eloria.

We are committed to delivering every order as carefully and efficiently as possible.

This Shipping Policy explains how Eloria processes, prepares and delivers orders within South Africa.

This policy should be read together with our:

  • Terms of Service
  • Return & Refund Policy
  • Privacy Policy
  • Legal Notice
  • FAQ

Nothing contained within this Shipping Policy limits or excludes any rights available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African legislation.

Where this policy conflicts with mandatory South African law, the applicable legislation will prevail.

1. Delivery Area

Eloria currently delivers to physical addresses within South Africa only.

At this time we do not offer:

  • International shipping;
  • Delivery to PO Boxes; or
  • Delivery to military addresses.

Customers must provide a valid physical street address where someone is available to receive the parcel.

2. Delivery Estimate

Our standard delivery estimate is:

8–11 Business Days

This estimate begins after:

  • successful payment;
  • order confirmation; and
  • completion of any necessary order verification.

Business days exclude:

  • Saturdays;
  • Sundays; and
  • South African public holidays.

Delivery estimates are provided in good faith but are not guaranteed delivery dates.

3. Supplier Processing

Eloria occasionally orders products from its supplier after a customer places an order.

Supplier processing forms part of our advertised 8–11 business day delivery estimate.

Every order is inspected by Eloria before being carefully packaged and prepared for dispatch.

Although we make every reasonable effort to meet our estimated delivery times, supplier availability may occasionally affect order processing.

Where a significant delay occurs, Eloria will notify the customer as soon as reasonably practicable.

4. Shipping Fees

Current standard delivery charges are:

Flat Rate Shipping
R89

Free Standard Delivery
Orders over R1,047

Shipping charges are displayed before payment is completed.

Eloria reserves the right to update shipping fees from time to time. Any changes will not affect orders already accepted.

5. Order Processing

Orders are processed only after payment has been successfully received.

During processing Eloria may:

  • verify payment;
  • inspect products;
  • prepare packaging;
  • complete quality checks;
  • prepare shipping documentation; and
  • package the order for courier collection.

Processing forms part of the advertised delivery estimate.

6. Courier Partner

Eloria currently uses Aramex for standard deliveries.

Although we work with trusted courier partners, delivery services remain subject to the courier's operational procedures and service availability.

7. Delivery Addresses

Customers are responsible for ensuring that the delivery address provided is:

  • complete;
  • accurate;
  • accessible; and
  • suitable for courier delivery.

Please ensure the following information is correct:

  • Full Name
  • Street Address
  • Suburb
  • City
  • Province
  • Postal Code
  • Mobile Number

Incorrect or incomplete delivery information may result in delays or additional delivery charges.

8. Delivery to Reception, Security or Authorised Persons

Where a customer provides a delivery address such as:

  • a workplace;
  • apartment complex;
  • estate;
  • business premises;
  • security-controlled property; or
  • another location where parcels are routinely accepted,

delivery may be completed by handing the parcel to:

  • reception;
  • security personnel;
  • a mailroom;
  • a household member; or
  • another person reasonably authorised to receive deliveries at that address.

Where delivery is completed in accordance with the customer's delivery address or the normal delivery procedures applicable to that location, the parcel will generally be regarded as delivered.

Customers are responsible for ensuring that authorised persons at the delivery address can safely receive and safeguard parcels on their behalf.

9. Incorrect Delivery Information

Customers are responsible for providing complete and accurate delivery information at checkout.

This includes:

  • Full Name
  • Street Address
  • Suburb
  • City
  • Province
  • Postal Code
  • Mobile Number

If incorrect, incomplete or outdated delivery information is provided, Eloria cannot be held responsible for delays resulting directly from that information.

Where a parcel is returned to Eloria or additional courier charges are incurred because of incorrect delivery details supplied by the customer, the customer may be responsible for any reasonable redelivery or additional shipping costs where permitted by applicable South African law.

Customers should contact Eloria immediately if they notice an error in their delivery details after placing an order. Where possible, we will make reasonable efforts to update the information before dispatch; however, changes cannot be guaranteed once an order has entered processing or has been handed to the courier.

10. Multiple Delivery Attempts

Our courier partner may make more than one reasonable attempt to deliver your parcel.

If delivery cannot be completed because:

  • no one is available to receive the parcel;
  • access to the property cannot be obtained;
  • incorrect delivery information was supplied;
  • the recipient cannot be contacted; or
  • delivery is otherwise prevented due to circumstances within the customer's control,

additional delivery attempts or return shipping charges may apply where permitted by applicable South African law.

Eloria reserves the right to recover any reasonable additional courier costs incurred as a result of unsuccessful delivery attempts caused by circumstances within the customer's control.

11. Refused or Unclaimed Deliveries

If a customer refuses delivery without a lawful reason or fails to collect a parcel made available for collection by the courier, the parcel may be returned to Eloria.

Where this occurs, Eloria reserves the right, where permitted by applicable South African law, to deduct any reasonable return shipping, handling or redelivery costs from any refund that may be due.

This does not affect any statutory rights a customer may have under applicable South African law.

12. Remote Areas

While Eloria aims to deliver nationwide within our estimated delivery timeframe, deliveries to remote or outlying areas may take longer than our standard estimate.

Where possible, customers in remote areas will be kept informed of any material delays.

Additional delivery charges may apply to certain remote locations if imposed by the courier. Where this applies, customers will be informed before the order is dispatched.

13. Lost Parcels

Eloria works closely with its courier partner to ensure every parcel reaches its destination safely.

If you believe your parcel has been lost during transit, please contact Eloria as soon as reasonably possible.

Eloria will investigate the matter with the courier and, where appropriate, assist in locating the parcel.

If the parcel is confirmed to have been lost before lawful delivery has been completed, Eloria will provide an appropriate remedy in accordance with applicable South African law, which may include a replacement or refund.

14. Damaged Parcels

Every order is carefully inspected and securely packaged before dispatch.

If your parcel appears damaged upon delivery, please notify Eloria within 48 hours of receiving your order.

To assist us in assessing your claim, please provide:

  • Your order number;
  • Photographs of the parcel;
  • Photographs of the packaging;
  • Clear photographs of the damaged jewellery; and
  • Any additional information reasonably requested by Eloria.

Once the matter has been investigated and confirmed, Eloria will provide an appropriate remedy in accordance with our Return & Refund Policy and applicable South African law.

15. Delivery to Reception, Security or Other Authorised Persons

Where a customer provides a delivery address such as a workplace, apartment complex, estate, business premises or another location where parcels are routinely accepted by reception, security personnel or another authorised person, delivery may be completed by handing the parcel to that authorised recipient.

Once delivery has been completed in accordance with the customer's delivery instructions or the normal delivery procedures applicable to that address, responsibility for safeguarding the parcel passes to the customer.

Customers are responsible for ensuring that any person authorised to receive deliveries at the nominated address can safely accept and secure the parcel on their behalf.

16. Customer Responsibilities

To help ensure successful delivery, customers are responsible for:

  • Providing accurate delivery information;
  • Monitoring communications from Eloria regarding their order;
  • Being reasonably available to receive the parcel where required;
  • Inspecting the parcel as soon as reasonably possible after delivery;
  • Reporting any damage, incorrect items or missing items promptly; and
  • Contacting Eloria if there are any concerns regarding delivery.

Failure to meet these responsibilities may affect delivery timeframes or the assessment of shipping-related claims where permitted by applicable South African law.

17. Delivery Delays

While Eloria aims to deliver all orders within our estimated delivery timeframe of 8–11 business days, delivery dates are estimates only and are not guaranteed.

Occasionally, delays may occur due to circumstances outside Eloria's reasonable control, including but not limited to:

  • Supplier processing delays;
  • Courier operational delays;
  • Severe weather conditions;
  • Public holidays;
  • Remote or outlying area servicing;
  • Road closures or traffic disruptions;
  • Civil unrest;
  • Government action;
  • Internet or telecommunications failures;
  • Widespread power outages or load shedding; or
  • Other unforeseen events beyond Eloria's reasonable control.

Where a material delay occurs, Eloria will make reasonable efforts to keep customers informed and provide an updated delivery estimate.

18. Force Majeure

Eloria shall not be liable for delays or failure to fulfil its delivery obligations where such delay or failure is caused by events beyond our reasonable control.

These events may include, but are not limited to:

  • Natural disasters;
  • Floods;
  • Fires;
  • Pandemics;
  • War;
  • Acts of terrorism;
  • Civil unrest;
  • Strikes;
  • Government restrictions;
  • Supplier disruptions;
  • Courier disruptions;
  • Widespread power outages or load shedding; or
  • Other extraordinary events beyond Eloria's reasonable control.

Where reasonably possible, Eloria will continue to communicate with affected customers and work to minimise any disruption.

Nothing in this section limits any rights available to consumers under applicable South African law.

19. Changes to this Shipping Policy

Eloria may update this Shipping Policy from time to time to reflect:

  • Changes to our delivery services;
  • Changes to courier partners;
  • Operational improvements;
  • Changes in legislation;
  • Improvements to customer service; or
  • Other reasonable business requirements.

The most recent version of this Shipping Policy will always be published on our website together with the updated revision date.

Any changes will generally apply only to future orders unless otherwise required by applicable law.

20. Related Policies

This Shipping Policy should be read together with Eloria's:

  • Terms of Service;
  • Return & Refund Policy;
  • Privacy Policy;
  • Legal Notice; and
  • FAQ.

Where these policies overlap, they are intended to complement one another and should be interpreted consistently.

21. Contact Us

If you have any questions regarding your delivery or require assistance with an order, please contact Eloria.

Eloria Customer Support

📧 Email: eloriacustomersupport@gmail.com

Please include, where applicable:

  • Your full name;
  • Your order number;
  • A description of your enquiry; and
  • Any relevant photographs or supporting information that may assist us.

Our team will make reasonable efforts to respond as promptly as possible during normal business hours.

22. Final Statement

At Eloria, every order is prepared with care because we understand that each piece of jewellery carries personal meaning.

We are committed to packaging every order carefully, communicating honestly, and working with trusted delivery partners to ensure your jewellery reaches you safely.

While occasional delays can occur, our goal is always to provide a smooth, transparent and reliable delivery experience.

Thank you for choosing Eloria.