RELIVO · Relief Starts Here

Shipping Policy

We want your RELIVO experience to feel simple from checkout to delivery. Here is how we process, dispatch and deliver your order across South Africa.

1. Where we deliver

RELIVO currently offers standard delivery across South Africa, subject to courier service availability and the delivery address supplied at checkout.

Please provide a complete and accurate delivery address, including your suburb, city, postal code and a working contact number where requested. Incorrect or incomplete details may delay delivery.

If a particular address cannot be serviced by our courier, we will contact you to discuss the available options.

2. Delivery timeframes

Our usual standard delivery estimate is 3–5 business days nationwide via Aramex. Business days generally exclude weekends and South African public holidays.

The estimate may be affected by order processing, courier collection schedules, public holidays, severe weather, service disruptions, remote delivery locations or other circumstances beyond our reasonable control.

If your order is likely to be significantly delayed, we will aim to communicate relevant updates. We will not rely on a delivery estimate to remove any legal remedy available to you.

3. Order processing and dispatch

After checkout, we verify the order and payment before arranging fulfilment. Dispatch and transit are separate stages, so the time an order takes to arrive may include both processing and courier transit.

We aim to fulfil orders within the advertised timeframe. If an item is unavailable or we cannot fulfil your order, we will notify you and arrange any cancellation or refund required by applicable law.

If you need to change an address or correct an order, email us as soon as possible. Changes cannot be guaranteed once an order has been processed or handed to the courier.

4. Shipping fees and free delivery

Any applicable shipping charge will be displayed during checkout before you complete your purchase.

RELIVO may offer free delivery as part of a promotion or qualifying bundle. Where an offer applies, the relevant eligibility conditions will be displayed on the website or with the promotion.

• Check the offer details before placing your order.
• If an order does not meet the advertised conditions, the standard shipping charge shown at checkout may apply.
• We will not add undisclosed delivery charges after checkout without an appropriate lawful basis and the customer's required agreement.

5. Tracking your order

Where tracking details are available, we will provide them by the communication method available for your order, such as an email or courier notification.

Courier tracking information may take time to update after dispatch. Please allow a reasonable period for tracking events to appear.

If you have not received tracking information or need help locating your parcel, contact relivosouthafrica@gmail.com with your order number.

6. Missed deliveries and incorrect addresses

Please make sure someone is available to receive the parcel where required and that your contact details are correct. The courier may contact you to arrange delivery or provide instructions.

If a delivery attempt is unsuccessful, the courier may follow its applicable re-delivery, collection or return procedures.

If an address error was supplied at checkout, contact us immediately. Any additional costs or arrangements will be assessed fairly and in accordance with applicable law. This clause does not remove your rights if the delivery problem was caused by RELIVO or its fulfilment arrangements.

7. Lost, damaged or incorrect parcels

If your parcel arrives visibly damaged, contains the wrong item, is incomplete or appears to be lost, please contact us promptly with your order number and a description of the issue. Photographs of damage or packaging may help us investigate.

We will work with the courier where appropriate to investigate and determine the next steps.

Your statutory rights regarding non-delivery, damaged or defective goods, incorrect items, replacement and refunds remain protected. Goods do not become your responsibility merely because they have been handed to a courier.

8. Cancellations, refunds and consumer rights

Shipping arrangements operate alongside our Return and Refund Policy . Please read that policy for information about returns, refunds and cancellations.

This policy is intended to operate consistently with applicable South African law, including the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2008, where applicable.

For certain online transactions, section 46 of the ECTA provides remedies where an order is not executed within 30 days or another agreed period. If goods are unavailable, the law also addresses notification and refunds. The specific remedy depends on the circumstances.

Nothing in this policy limits a consumer right that cannot lawfully be limited or excluded.

9. Payment confirmation

RELIVO uses Yoco to process payments securely. Depending on availability and eligibility, checkout may offer payment methods such as Apple Pay, EFT and Google Pay. The methods available to you will be shown at checkout.

Orders are processed after payment is successfully authorised or confirmed, where applicable. Please do not email us your card number, banking password or other confidential payment credentials.

10. Contact our support team

For shipping questions, delivery updates, missing parcels or address corrections, please email us. Include your order number and the email address used at checkout so we can identify the order and assist you.