Shipping & Delivery Policy

Effective Date: 24 August 2026

Last Updated: 01 June 2026

Connie M Personal Shopper is committed to ensuring that customer orders are packaged and dispatched as efficiently and securely as reasonably possible.

This Shipping & Delivery Policy explains our available delivery options, processing times, courier arrangements and customer responsibilities.

By placing an order, customers acknowledge and agree to the terms of this policy, subject to applicable South African consumer law.

1. Delivery Coverage

Connie M Personal Shopper currently provides delivery services within South Africa.

International orders may also be considered and will be handled through an appropriate international courier service, such as DHL, subject to destination, product eligibility and courier availability.

International customers will receive a delivery quotation before the order is dispatched.

Additional customs duties, taxes, import charges or other fees imposed by the destination country may be payable by the customer unless expressly stated otherwise.

2. Preferred Courier Services

Our preferred delivery services are:

The Courier Guy
PUDO Locker

These services will be used where available and appropriate for the customer's delivery location and order.

PEP may be considered as an alternative delivery option where our preferred courier services are not available in the customer's area.

Before using an alternative delivery method, Connie M may verify the availability of suitable delivery services in the relevant area.

3. Delivery to High-Risk Addresses

For the safety and security of our customers, couriers and business operations, Connie M Personal Shopper may assess delivery addresses before dispatch.

Where an address is flagged as high-risk by the applicable courier, an additional delivery or security fee may be required by the courier.

Where the courier is able to deliver to the address subject to an additional fee, the customer may choose to pay the applicable additional fee, and delivery will proceed once the additional amount has been paid.

Alternatively, where the customer does not wish to pay the additional fee, or where direct delivery to the address is not available, Connie M Personal Shopper may arrange delivery to an available PUDO locker or other suitable courier drop-off/collection point in the customer's area.

The customer will be informed of the available delivery options and any additional charges before the order is dispatched.

Where a suitable alternative delivery point is available, the customer may be required to use that option where direct delivery to the original address is not considered reasonably safe or is not supported by the courier.

4. Standard South African Delivery Fees

For South African orders, our standard delivery fees are currently:

Small package: R120
Larger package: R250

The applicable delivery fee will depend on the size and nature of the order.

These fees are separate from the product price and are payable by the customer.

Connie M Personal Shopper reserves the right to review delivery fees from time to time where courier charges or operating costs change.

5. International Delivery

International delivery is handled separately from our standard South African delivery fees.

International delivery will generally be arranged through DHL or another suitable international courier.

A delivery quotation will be provided to the customer before dispatch.

The international delivery quotation may depend on factors including:

Destination country;
Parcel size;
Parcel weight;
Courier charges;
Customs requirements; and
Other applicable shipping considerations.

International delivery will only proceed once the customer has accepted the applicable delivery quotation and paid the required delivery amount.

6. Order Processing Times

For products that are immediately available, orders will generally be processed within 1-2 working days after successful payment and order confirmation.

Where an order needs to be sourced from another supplier, processing may take approximately 1-3 working days.

Processing times refer to the time required to prepare and dispatch the order and do not represent the courier's delivery timeframe.

Orders placed on weekends or public holidays will be processed on the next applicable working day.

7. Pre-Orders

Pre-orders are subject to the payment terms communicated on the relevant product listing.

Customers must:

Pay the required 50% deposit to confirm the pre-order; and
Pay the remaining 50% balance before the order is shipped.

The order will not be dispatched until the outstanding balance has been received.

Pre-order timelines are estimates and may be affected by supplier availability, manufacturing, transportation, customs, courier delays or other circumstances outside our reasonable control.

8. Dispatch Confirmation and Tracking

Once an order has been dispatched, customers will receive the applicable tracking information where tracking is available.

Customers are encouraged to monitor their tracking information and ensure that they are available to receive or collect their parcel.

Tracking information may take some time to update after the parcel has been handed to the courier.

9. Courier Delivery Times

Courier delivery times are determined by the selected courier and may vary depending on:

Destination;
Courier capacity;
Weather;
Public holidays;
Operational disruptions;
Incorrect delivery information;
High-volume periods; or
Other circumstances outside Connie M's reasonable control.

Any delivery timeframe communicated by Connie M should therefore be treated as an estimate unless expressly stated otherwise.

10. Courier Delays

Once an order has been handed to the courier, delivery is subject to the courier's operational processes.

Connie M Personal Shopper is not responsible for delays caused by the courier or circumstances outside our reasonable control.

However, we will reasonably assist customers with tracking and courier-related enquiries where required.

11. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

This includes:

Full name;
Correct contact number;
Complete delivery address;
Correct postal code;
PUDO locker details where applicable; and
Any other information required for successful delivery.

Connie M Personal Shopper is not responsible for delivery delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

Any additional courier charges resulting from incorrect information, failed delivery attempts or re-delivery may be payable by the customer.

12. Changes to Delivery Addresses

Customers should contact Connie M as soon as possible if they need to change their delivery address.

Address changes may only be possible before the order has been dispatched.

Once a parcel has been handed to the courier, Connie M cannot guarantee that the delivery address can be changed.

Any additional costs associated with an approved address change or re-routing may be payable by the customer.

13. PUDO Locker Collection

Where a customer selects or is assigned a PUDO locker, the customer is responsible for collecting the parcel within the applicable collection period.

Customers will generally have 2 days to collect their parcel once it has been delivered to the selected locker, subject to the applicable courier/locker terms.

Customers should monitor their tracking information and collection notifications carefully.

Where a parcel is not collected within the applicable period and additional delivery or return charges are incurred, those charges may be payable by the customer.

14. PEP Delivery

PEP may be used as an alternative delivery option where our preferred courier services are not available in the customer's area.

PEP delivery will only be considered after the available courier options for the customer's area have been verified.

The applicable PEP delivery process and collection requirements will be communicated to the customer where this option is used.

15. Lost, Missing or Damaged Parcels

If a parcel appears to be lost, missing or damaged during delivery, customers should contact Connie M Personal Shopper as soon as possible.

We may initiate or assist with a courier investigation.

Customers may be required to provide information or documentation reasonably necessary to support the investigation.

The outcome of a courier investigation may depend on the courier's procedures, tracking records, insurance arrangements and applicable terms.

16. Replacement During a Courier Investigation

Where appropriate, Connie M Personal Shopper may, at its discretion, provide a replacement product while a courier investigation is ongoing.

A replacement is not automatically guaranteed in every case.

Any decision to provide an early replacement may depend on factors including:

The circumstances of the loss or damage;
Product availability;
Order history;
Courier information;
The nature of the claim; and
The outcome or progress of the courier investigation.

Providing a replacement in one situation does not create an automatic entitlement to a replacement in future cases.

Where a replacement is provided and the original parcel is subsequently recovered, Connie M may communicate the appropriate next steps with the customer.

17. Damaged Parcels

Customers are encouraged to inspect their parcels as soon as reasonably possible after delivery.

Where a parcel appears to have been damaged during transit, customers should photograph the packaging and product and contact Connie M as soon as possible.

Photographic evidence may be required when submitting a courier claim or product-related complaint.

18. Delivery Fees and Failed Deliveries

Delivery fees paid for completed courier services are generally not refundable merely because a delivery was delayed or unsuccessful due to circumstances attributable to the customer, such as:

Incorrect address;
Incorrect contact details;
Failure to respond to courier communication;
Failure to accept delivery; or
Failure to collect a parcel from a designated collection point or locker.

Additional delivery charges may apply where a parcel needs to be re-dispatched.

19. International Orders and Customs

International customers are responsible for understanding and complying with the import requirements of their destination country.

Depending on the destination, customers may be responsible for:

Customs duties;
Import taxes;
Clearance fees;
Local handling charges; and
Other government or courier charges.

These charges are separate from the product price and international delivery quotation unless expressly stated otherwise.

Connie M Personal Shopper cannot guarantee that an international parcel will not be delayed by customs or other authorities.

20. Delivery of Restricted or Sensitive Products

Certain products may be subject to courier restrictions, import restrictions or legal requirements.

Connie M Personal Shopper reserves the right to refuse or modify the delivery method for products where the selected courier cannot legally or operationally transport the product.

Where this occurs, we will communicate the available options to the customer.