THE MYSTIC CANDLES SHIPPING POLICY CONTAINS OUR SHIPPING TERMS AND CONDITIONS. THANK YOU FOR VISITING AND SHOPPING WITH US!
Table Of Contents
1. Shipping Options & Fees
We have various shipping options for you to choose from, as offered at our checkout page. These currently include:
- Free Shipping for orders over R1,000
- Courier – Door to Door Economy for R105
- Courier – Fast Service for R160
- Pudo – Collect From A Locker R75
- Add to Box (Stockpile – Does Not Ship)
- Collection / Send your own courier
1.1. FREE SHIPPING POLICY
Spend R1,000 or more and qualify for free shipping! We will courier your parcel to you, free of charge.
In general, we use the Eco road freight service provided by The Courier Guy to ship parcels qualifying for free shipping.
In the case where your physical address provided is subject to a surcharge, this option may not be viable. If courier is not viable, we will contact you to choose a Pudo locker point.
1.2. THE COURIER GUY
We use The Courier Guy to ship via courier.
- The standard eco courier fee is a set R105*. The Eco Courier service is via road freight.
- The fast courier fee is a set R160*. The Fast Courier service is via air.
- Both services run on our batch shipping days – Tuesdays and Thursdays.
We ship your parcel via The Courier Guy Heidelberg / Swellendam depot to your physical address provided.
* If you are in an outlying area or otherwise outside of The Courier Guy’s usual delivery operation, and incur a large surcharge, we will contact you to choose an alternative shipping option.
Please note that The Courier Guy will not deliver to a postal address, and has to have your correct full physical address to deliver timeously. This means your:
- street number and street name,
- your suburb,
- your city and
- your postal code.
E.g.:
12 Jacaranda Street
Westville
Durban
5001
If you are unable to provide a full physical address (your street number and street name, your suburb, your city and your postal code), please consider selecting one of the alternative delivery options below. Incorrectly supplied address can cause long delays in parcel delivery and potentially additional fees.
1.3. PUDO
Pudo is run by The Courier Guy and delivers parcels to secure lockers nationwide, allowing customers to collect their parcel in their own time if they cannot be home to meet a courier delivery.
Pudo delivery is a set R75.
We will ship your parcel to your selected Pudo locker. You need to provide us with your selected Pudo point at checkout in the additional notes box provided. Alternatively you can email it to info@mysticcandles.co.za or whatsapp 0605071652.
Search for your nearest Pudo locker here: https://www.pudo.co.za/where-to-find-us.php
1.4. COLLECT
Collect your order from us in Suurbraak, Overberg, Western Cape. We will notify you via email when your order is ready for collection.
PLEASE NOTE: Selecting collect when you checkout does not mean that you order is ready to collect immediately! The usual processing times still apply. There are orders in the queue ahead of you and those customers have a right to be served first. Secondly we will still need to complete the process of collecting, checking, cleansing and wrapping your items when we reach your order.
1.5. ADD TO BOX (STOCKPILE)
This option DOES NOT SHIP your order. Instead, your order is put into a box for you. You may continue to place orders and select “Add to box”, for as long as you like, building your box. This is a stockpile option.
Once you are ready to receive your box, choose your shipping option when you check out on your last order. We will then ship all of your orders together for one single shipping fee.
If the total of all your orders in the box combined is worth R1,000 or more, then you qualify for our free shipping service.
- IF YOU QUALIFY FOR FREE SHIPPING: When you check out on your last order, select “ADD TO BOX” again and then add a note to say “PLEASE SHIP MY BOX”. If you forget to add the note, email info@mysticcandles.co.za or whatsapp 0605071652 to let us know. We will then ship all of your orders together in one parcel for free.
- IF YOU DO NOT QUALIFY FOR FREE SHIPPING but you’d like to receive your box: When you check out on your last order, select your shipping method and then add a note to say “PLEASE SHIP MY BOX”. If you forget to add the note, email info@mysticcandles.co.za or whatsapp 0605071652 to let us know. We will then ship all of your orders together in one parcel for one shipping fee.
Please note: Due to the volume of orders we receive, we will not automatically know to look for your box if you place an order with us and select shipping. You MUST let us know to ship your box on that order, or you will only receive that order.
2. Delivery Areas
We deliver throughout South Africa. At this stage we do not offer international shipping.
We use The Courier Guy for our courier service. If you’ve received a courier delivery before from any courier, it generally means The Courier Guy will be able to deliver to you too. HOWEVER, if you are very outlying (e.g. farm, rural area) or your address is not a usual delivery, there can be a big surcharge. If this is the case, we will contact you with options.
Alternatively, select a PUDO point that you can get to, and we can send your parcel there for you to collect.
International clients: Consider having your parcel shipped to a friend in the country who can then ship it on to you, alternatively you can arrange your own courier to collect (simply select the “Collect” option at checkout).
3. Packaging
We strive to be a zero-plastic shop, and to that end we use a variety of eco friendly packaging solutions to send your parcel to you safely and securely, with less harm to the environment.
We use fully compostable protective shipping materials including shredded recycled paper, wood wool, newsprint, cardboard etc. These replace unsustainable options like bubble wrap and plastic based tapes.
With many years’ worth of experience and an excellent track record, we can say with confidence that your items will be wrapped safely and securely. Arriving with you in perfect condition, and less harm to the environment.
4. Green Delivery
Our eco friendly packaging, our completely off the grid office and warehouse, and our batch shipping policy combine to give you an online shopping experience that you don’t have to feel guilty about.
Batch shipping: We ship orders in batches every Tuesday and Thursday.
5. Delivery Times
We ship on Tuesdays and Thursdays.
From placing your order to receiving it usually takes less than 5 business days.
This can be affected by:
- What day and time you place your order.
- Which payment method you choose.
- Which shipping method you choose.
- Weekends, public holidays, riots & other issues.
- Whether you stay in an outlying area or close to main centres.
- How busy we are (i.e. how many orders are ahead of you in the queue).
5.1. PAYMENT METHODS:
If you paid by PayFast, Payflex or Snapscan: We receive notification of your payment almost immediately and your order is automatically moved to processing.
If you pay by EFT manually: it can take 2 days for payment to clear into our account (longer if payment is done on a weekend or public holiday). Make sure you send us proof of payment immediately so that you can get into the processing queue in the meantime. If we do not receive your proof of payment, your order will be automatically cancelled by the system after 48 hours.
5.2. PUBLIC HOLIDAYS / WEEKENDS:
We are closed on national public holidays and weekends.
You can place your order and your items will be reserved (when we receive payment or POP as above), but processing will only begin on the next business day. If the public holiday falls on a Tuesday or Thursday, we will ship on the following business day.
Most delivery service operators, including The Courier Guy, are also closed on weekends and public holidays.
6. Tracking & Receiving
Once your order has shipped, we will send you an email letting you know. You can then track your delivery directly with The Courier Guy.
The Courier Guy will email you when:
- We have booked your package with them for collection
- When they have collected
- When your package reaches the destination depot
- When it’s out for delivery to you
- If there’s a failed delivery attempt
- Once the parcel has been delivered
On the day of delivery, you will also receive an sms from The Courier Guy letting you know the courier is on the way. They will provide you with a pin number to give to the courier when they arrive with your parcel.
Pudo will sms you when:
- Your parcel has been delivered to your chosen locker, providing you with a pin code to use on collection. Note: You must collect your order that day.
You can also track your parcel on their website using your tracking number they’ve sent you (starting with TMC for The Courier Guy and LOCK for Pudo): https://thecourierguy.co.za/
If you experience any issues, need to make any changes, or need any assistance, you can contact The Courier Guy Whatsapp support line on 0828233254 or email support@thecourierguy.co.za. Remember to include your tracking number starting with TMC or LOCK.
You can let us know and we will try to assist from our end, email info@mysticcandles.co.za or whatsapp 0605071652.
7. Damaged Or Broken
In the unlikely event of your parcel arriving damaged, please take photographs of the packaging and damaged item/s immediately and note the time of delivery. Should anything in your order be broken or damaged, send us the images and delivery time so that we can assist you in opening an investigation with The Courier Guy. Contact us on info@mysticcandles.co.za or whatsapp 0605071652.
8. Returns
If your order arrives and you are not completely happy with your purchase, please get in touch with us as soon as possible! Read our Returns Policy for more info.
9. Delays
While we hope that your shipping experience is a pleasant one, sometimes delays by a service provider can happen.
These delays can be due to public holidays, busy times of year or unusual occurrences such as riots, shutdowns or pandemics. In rare situations, you may find that your parcel has not arrived within the expected delivery date.
Please understand that once we have handed your parcel to the third party delivery service operator you selected at checkout, the delivery of your parcel is both literally and figuratively out of our hands.
However, we would love to help in any way that we can if you are experiencing a less than delightful delivery. Get in contact with us via email or whatsapp with your order number and the date you were notified that it shipped. We will do our best to assist you in getting any issues sorted out.
10. Indemnity
While we endeavour to secure good delivery services on your behalf:
We cannot be held liable for any delays, failure of or poor service provided by the third party shipping service provider and their agents. We furthermore cannot be held liable for damages or losses incurred through the use of this third party and their agents.
By acceptance of The Mystic Collective Shipping Policy, you acknowledge that this third party is responsible for the delivery of your order, and accept the indemnity of The Mystic Collective upon acceptance of our Terms and Conditions at checkout. You can review our full Terms and Conditions at any time.
11. More Information
For further information, please see our Support Hub where we answer the most common questions.
If there is something you need to know which is not detailed in Shipping Policy or on our Support Hub or other policies, please get in touch with us directly by emailing info@mysticcandles.co.za or whatsapp 0605071652.
We will endeavor to get back to you as soon as possible during our business hours (9.30am to 4pm Monday to Friday). Please note that we do not work on public holidays or weekends.
12. Links To Other Important Policies
In addition to The Mystic Collective Shipping Policy, we also have the following documents available for you to read: