Shipping Policy

Shipping Policy

Carly Thella Home & Décor

Thank you for shopping with Carly Thella Home & Décor.

We deliver exclusively within the borders of South Africa, subject to courier coverage, product size and weight, delivery location and the requirements of the order. We do not offer international shipping.

Please read this Shipping Policy together with our Terms & Conditions, Returns & Refund Policy and Order Updates & Delivery Information.

---

1. Order Processing

In-stock orders are typically packed and dispatched within 3–5 business days, and are subject to a maximum processing period of up to 7 business days after payment clears. Processing time is separate from the courier delivery timeframe.

Processing may include:

Payment confirmation

Order verification

Stock confirmation

Supplier coordination

Quality checks

Packaging

Dispatch preparation

Courier arrangements

Orders placed over weekends or South African public holidays will generally begin processing on the next business day. Delivery timeframes begin after dispatch.

Processing times for furniture, special orders, pre-orders, back orders, specially sourced and imported products may vary and will be stated on the applicable product page.

---

2. Flat-Rate Shipping Tiers & Estimated Delivery Timeframes

All orders are sent via tracked door-to-door courier. Standard shipping fees are automatically calculated at checkout based on the items in your cart, with estimated transit times once dispatched as follows:

Small Decor & Standard Items (Boxes up to ~5kg / 35×35×35cm): From R195 rate | 2–5 business days (up to 7 business days for outlying areas)

Heavy Furniture & Bulky Items: From R400 rate | 5–14 business days (via specialized freight courier)

Mixed & Bulk Orders: If your cart contains both Small Decor and Heavy Furniture items, a single from R400 rate shipping fee applies to the entire order (subject to Section 6 for oversized or multi-piece freight shipments).

These delivery timeframes are estimates and are not guaranteed delivery dates unless expressly confirmed in writing by Carly Thella Home & Décor.

---

3. Split Shipments

For mixed orders containing both Small Decor and Heavy Furniture, items may be dispatched separately via different courier partners to ensure safe handling. You will receive separate tracking details for each parcel at no extra shipping cost beyond your single checkout fee.

---

4. Urgent & Same-Day Delivery

We do not offer automated same-day delivery at checkout. If you require urgent or same-day delivery in your local area, please contact us before placing your order via email at concierge@carlythella.co.za or WhatsApp Business at +27 83 684 0853 to confirm courier availability and pricing. Same-day dispatch is only guaranteed once explicitly agreed upon in writing.

---

5. Free Shipping

Free standard shipping is available on qualifying orders over R3,500, subject to this Shipping Policy. The R3,500 threshold is calculated after applicable discounts have been applied.

Free shipping generally applies to standard home décor and smaller items suitable for standard courier delivery. Free shipping does not automatically apply to:

Large or bulky furniture

Oversized products

Unusually heavy products

Multiple large furniture pieces

Large-volume or bulk orders

Freight shipments

Specialised deliveries

Products requiring specialised handling or transport

Remote-area deliveries where additional charges apply

An order may therefore exceed R3,500 and still require the R400 heavy furniture flat rate or an additional freight delivery charge where its size, weight, volume or delivery requirements make standard courier delivery unsuitable. Where reasonably possible, we will advise the customer of any additional delivery charge before dispatch.

---

6. Bulky, Oversized & Freight Deliveries

Certain products cannot be transported economically or safely using standard courier services. Where an order requires freight, specialised transport or additional handling because of its size, weight or volume, standard flat-rate shipping or free-shipping offers may not apply.

This may also apply where multiple furniture items are purchased together and the combined shipment requires a different transport method. The appropriate delivery method and any applicable additional charge will be determined based on the order requirements.

---

7. Special Orders & Imported Products

Specially sourced and imported products generally require approximately 10–14 weeks.

This estimated timeframe may include:

Sourcing

Production

International shipping

Port handling

Import clearance

Local transport and delivery

The 10–14 week timeframe is an estimate and may be affected by circumstances outside our reasonable control. These may include supplier or production delays, shipping or vessel delays, port congestion, operational disruptions, customs or import clearance, adverse weather, courier or transport disruptions, public holidays and other unforeseen circumstances.

---

8. Pre-Orders & Back Orders

Products identified as Pre-Order, Back Order, Coming Soon or otherwise unavailable for immediate dispatch are not held as ready-to-ship stock.

Any estimated availability or delivery date is an estimate and may change because of supplier, production, shipping, port, customs, courier or other unforeseen delays. Customers should review the applicable product information and estimated timeframe before ordering.

If we are unable to fulfil a pre-order or back order, we will contact the customer regarding the available options.

---

9. Delivery Areas, Hours & Access Requirements

We deliver throughout South Africa, subject to courier coverage.

Delivery Hours: Standard courier deliveries take place Monday to Friday between 08:00 and 17:00.

Physical Address Required: Please provide a complete physical street address where someone is available to receive and sign for your delivery. We cannot deliver to P.O. Boxes or Private Bags.

Heavy Furniture Offloading & Placement: Standard furniture delivery covers ground-floor or curbside delivery to your premises. Drivers are not insured or required to carry heavy items up multiple flights of stairs, hoist items over balconies, or assemble furniture unless a specialized white-glove delivery quote was arranged prior to checkout. Please ensure assistance is available on-site to help move heavy items inside your home.

Gated Estates & Complexes: Please provide clear entry instructions or pre-arranged visitor access codes. If a courier is denied entry or delayed at security for more than 15 minutes, a waiting or re-delivery fee may apply.

Remote, Rural & Outlying Areas: Remote, rural and outlying areas or agricultural plots may require additional delivery time, be subject to additional charges, or require collection from the nearest accessible town courier depot where roads are unpaved or inaccessible. Where additional delivery charges apply, these will be communicated to the customer before dispatch where reasonably possible.

---

10. Delivery Address, Changes & Courier Redirection

Customers are responsible for providing a complete and accurate delivery address and contact information when placing an order. Please check your delivery details carefully before completing payment.

If you realise that your address is incorrect or incomplete, contact Carly Thella Home & Décor immediately and before requesting any courier redirection or rerouting. Customers should not independently instruct the courier to change or redirect the delivery address.

Where a customer-requested address change or redirection results in additional costs, these may include:

Courier redirection or rerouting charges

Additional delivery attempts

Additional kilometres or transport costs

Destination-change charges

Return-to-sender charges

Re-dispatch costs

Additional handling or transport charges

Such costs may be charged to the customer where they arise because of incorrect or changed information supplied by the customer, subject to applicable law. If the delivery-address error was caused by Carly Thella Home & Décor, we will investigate the matter and address any resulting costs appropriately.

---

11. Failed, Refused or Unclaimed Deliveries

If delivery cannot be completed because:

Nobody is available to receive the order

The address is inaccessible

The customer cannot be contacted

The address supplied is incorrect or incomplete

The customer refuses delivery or fails to collect from a depot

Other circumstances attributable to the customer prevent delivery

the courier may arrange another delivery attempt or follow its applicable delivery procedure. Additional delivery, storage, return-to-sender or re-dispatch charges (R195 for Small Decor / R400 for Heavy Furniture, or actual freight cost) may be billed prior to re-shipping or deducted from any applicable refund, subject to applicable law.

---

12. Tracking

Once an order has been dispatched, a tracking reference may be provided where available. Tracking availability depends on the courier or delivery service used.

Tracking information may take some time to become active after collection and may not update immediately. Customers should retain their order confirmation and dispatch information for reference.

---

13. Automated Delivery & Order Notifications