Shipping Policy

We aim to make your experience with Anzel Creations as smooth and enjoyable as possible. Because each item is handmade with care, our processing and delivery times may vary slightly — we’ll keep you informed every step of the way.

1. Processing Times

• All items are handmade to order.
• Standard orders are processed within 3–7 working days.
• Larger or bulk orders may require 7–14 working days, depending on volume and stock of raw materials.
• You’ll receive an email confirmation once your order has been accepted and is in production.

2. Tracking Your Order

• After dispatch, you’ll receive a shipping confirmation email with a tracking link.
• You can follow your parcel’s journey via the courier’s tracking page or the PUDO locker notifications.

3. Delivery Estimates

• Estimated delivery times are not guaranteed and may vary based on destination, courier capacity, public holidays, and unforeseen delays.
• Rural and outlying areas may take a few extra days to deliver.

4. Address Accuracy

• Please ensure your delivery address and contact details are correct at checkout.
• We are not responsible for parcels delayed, lost, or returned due to incorrect addresses provided by the customer.

5. Shipping Delays

• Delays can occur due to high seasonal demand or courier network congestion.
• If a delay arises, we’ll update you and provide an estimated delivery date.

6. PUDO Locker Delivery Options

We offer delivery via the PUDO locker network (operated by The Courier Guy SA). This is a safe and flexible alternative to door delivery, ideal if you’re not home during normal courier hours.

a) Locker to Locker

• Select a convenient locker for both drop-off and collection.
• Once dispatched, the recipient receives an SMS/email with a PIN code to collect.
• Current indicative pricing (subject to change without notice):
  • We charge a flat for a medium locker as most of our packages fit in this size locker – up to 41 × 19 × 60 cm (<10kg)– approx R69.
  • Should your order require a larger locker, we will be in touch before shipment, should there be an additional charge.
• Note: PUDO locker prices are based on parcel dimensions, not weight. Even lightweight items such as candles may require a larger locker due to packaging size.
• Parcels must be collected within 36–48 hours of notification; uncollected parcels return to depot and may incur charges.

b) Locker to Door

• Your parcel is lodged into a PUDO locker and then delivered to your door by a courier.
• Locker sizes are determined by parcel dimensions, identical to the Locker-to-Locker service:
  • We charge a flat for a medium locker as most of our packages fit in this size locker – up to 41 × 19 × 60 cm (<10kg)– approx R79
• Note: Pricing depends on locker size and destination area. These rates include both the locker leg and courier delivery from the locker to your door.
• Typical delivery time is 2–4 working days after dispatch, depending on your location.
• Remote-area or outlying-zone deliveries may require additional days or a surcharge.

c) Locker Sizes & Bulk Orders

• Locker size is determined by parcel dimensions. We will choose the most suitable locker for safe transport.
• If your order exceeds the selected locker size, we’ll contact you to arrange an alternative or switch to door delivery.
• Bulk or oversized items may require standard courier service.

d) Price Changes & Surcharges

• All PUDO prices are subject to change without prior notice and may increase in line with PUDO/The Courier Guy tariffs.
• Remote-area surcharges, re-delivery fees (missed collection/incorrect locker) or routing adjustments may apply.

7. In-Person Collection (By Appointment Only)

• Collection is available by prior appointment only once your order is marked “Ready for Pickup”.
• Book a time using our online system here: Book Collection.
• You’ll see available slots (weekdays during specified hours). Please arrive within your booked window so we can assist you promptly.
• Third-party couriers arranged by customers are not permitted — we cannot coordinate unscheduled pickups or verify handovers.
• Orders not collected within 7 days of readiness may be re-stocked or incur a holding fee.

8. Returns & Exchanges

• We take great care to ensure items arrive in perfect condition; slight variations in colour/texture are normal for handmade goods.
• Returns are accepted for items damaged in transit or defective on arrival. Please notify us within 48 hours with photos so we can assist.

9. Policy Updates

• This Shipping Policy may be updated to reflect courier rate changes or operational improvements. All pricing and timeframes listed are indicative and may change without prior notice.

By purchasing from Anzel Creations, you acknowledge and agree to these terms.