{"id":43,"date":"2026-03-18T15:28:11","date_gmt":"2026-03-18T13:28:11","guid":{"rendered":"https:\/\/carlythella.co.za\/Staging\/?page_id=43"},"modified":"2026-11-07T14:02:09","modified_gmt":"2026-11-07T12:02:09","slug":"shipping-returns","status":"publish","type":"page","link":"https:\/\/carlythella.co.za\/Staging\/shipping-returns\/","title":{"rendered":"Shipping Policy"},"content":{"rendered":"\n
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Shipping Policy<\/strong><\/p>\n\n\n\n

Carly Thella Home & D\u00e9cor<\/h2>\n\n\n\n

Thank you for shopping with Carly Thella Home & D\u00e9cor.<\/p>\n\n\n\n

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

Please read this Shipping Policy together with our Terms & Conditions, Returns & Refund Policy and Order Updates & Delivery Information.<\/p>\n\n\n\n

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1. Order Processing<\/p>\n\n\n\n

In-stock orders are typically packed and dispatched within 3\u20135 business days<\/strong>, and are subject to a maximum processing period of up to 7 business days<\/strong> after payment clears. Processing time is separate from the courier delivery timeframe.<\/p>\n\n\n\n

Processing may include:<\/p>\n\n\n\n

Payment confirmation<\/p>\n\n\n\n

Order verification<\/p>\n\n\n\n

Stock confirmation<\/p>\n\n\n\n

Supplier coordination<\/p>\n\n\n\n

Quality checks<\/p>\n\n\n\n

Packaging<\/p>\n\n\n\n

Dispatch preparation<\/p>\n\n\n\n

Courier arrangements<\/p>\n\n\n\n

Orders placed over weekends or South African public holidays will generally begin processing on the next business day. Delivery timeframes begin after dispatch.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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2. Flat-Rate Shipping Tiers & Estimated Delivery Timeframes<\/h2>\n\n\n\n

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:<\/p>\n\n\n\n

Small Decor & Standard Items (Boxes up to ~5kg \/ 35\u00d735\u00d735cm):<\/strong> From R195<\/strong> rate | 2\u20135 business days<\/strong> (up to 7 business days for outlying areas)<\/p>\n\n\n\n

Heavy Furniture & Bulky Items:<\/strong> From R400<\/strong> rate | 5\u201314 business days<\/strong> (via specialized freight courier)<\/p>\n\n\n\n

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

These delivery timeframes are estimates and are not guaranteed delivery dates unless expressly confirmed in writing by Carly Thella Home & D\u00e9cor.<\/p>\n\n\n\n

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3. Split Shipments<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

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4. Urgent & Same-Day Delivery<\/h2>\n\n\n\n

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<\/strong> via email at concierge@carlythella.co.za<\/strong> or WhatsApp Business at +27 83 684 0853<\/strong> to confirm courier availability and pricing. Same-day dispatch is only guaranteed once explicitly agreed upon in writing.<\/p>\n\n\n\n

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5. Free Shipping<\/h2>\n\n\n\n

Free standard shipping is available on qualifying orders over R3,500<\/strong>, subject to this Shipping Policy. The R3,500 threshold is calculated after applicable discounts have been applied.<\/p>\n\n\n\n

Free shipping generally applies to standard home d\u00e9cor and smaller items suitable for standard courier delivery. Free shipping does not automatically apply to:<\/p>\n\n\n\n

Large or bulky furniture<\/p>\n\n\n\n

Oversized products<\/p>\n\n\n\n

Unusually heavy products<\/p>\n\n\n\n

Multiple large furniture pieces<\/p>\n\n\n\n

Large-volume or bulk orders<\/p>\n\n\n\n

Freight shipments<\/p>\n\n\n\n

Specialised deliveries<\/p>\n\n\n\n

Products requiring specialised handling or transport<\/p>\n\n\n\n

Remote-area deliveries where additional charges apply<\/p>\n\n\n\n

An order may therefore exceed R3,500 and still require the R400<\/strong> 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.<\/p>\n\n\n\n

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6. Bulky, Oversized & Freight Deliveries<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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7. Special Orders & Imported Products<\/h2>\n\n\n\n

Specially sourced and imported products generally require approximately 10\u201314 weeks<\/strong>.<\/p>\n\n\n\n

This estimated timeframe may include:<\/p>\n\n\n\n

Sourcing<\/p>\n\n\n\n

Production<\/p>\n\n\n\n

International shipping<\/p>\n\n\n\n

Port handling<\/p>\n\n\n\n

Import clearance<\/p>\n\n\n\n

Local transport and delivery<\/p>\n\n\n\n

The 10\u201314 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.<\/p>\n\n\n\n

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8. Pre-Orders & Back Orders<\/p>\n\n\n\n

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

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.<\/p>\n\n\n\n

If we are unable to fulfil a pre-order or back order, we will contact the customer regarding the available options.<\/p>\n\n\n\n

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9. Delivery Areas, Hours & Access Requirements<\/p>\n\n\n\n

We deliver throughout South Africa, subject to courier coverage.<\/p>\n\n\n\n

Delivery Hours:<\/strong> Standard courier deliveries take place Monday to Friday between 08:00 and 17:00.<\/p>\n\n\n\n

Physical Address Required:<\/strong> 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.<\/p>\n\n\n\n

Heavy Furniture Offloading & Placement:<\/strong> Standard furniture delivery covers ground-floor or curbside delivery<\/strong> 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.<\/p>\n\n\n\n

Gated Estates & Complexes:<\/strong> 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.<\/p>\n\n\n\n

Remote, Rural & Outlying Areas:<\/strong> 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.<\/p>\n\n\n\n

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10. Delivery Address, Changes & Courier Redirection<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

If you realise that your address is incorrect or incomplete, contact Carly Thella Home & D\u00e9cor immediately and before requesting any courier redirection or rerouting. Customers should not independently instruct the courier to change or redirect the delivery address.<\/p>\n\n\n\n

Where a customer-requested address change or redirection results in additional costs, these may include:<\/p>\n\n\n\n

Courier redirection or rerouting charges<\/p>\n\n\n\n

Additional delivery attempts<\/p>\n\n\n\n

Additional kilometres or transport costs<\/p>\n\n\n\n

Destination-change charges<\/p>\n\n\n\n

Return-to-sender charges<\/p>\n\n\n\n

Re-dispatch costs<\/p>\n\n\n\n

Additional handling or transport charges<\/p>\n\n\n\n

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 & D\u00e9cor, we will investigate the matter and address any resulting costs appropriately.<\/p>\n\n\n\n

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11. Failed, Refused or Unclaimed Deliveries<\/h2>\n\n\n\n

If delivery cannot be completed because:<\/p>\n\n\n\n

Nobody is available to receive the order<\/p>\n\n\n\n

The address is inaccessible<\/p>\n\n\n\n

The customer cannot be contacted<\/p>\n\n\n\n

The address supplied is incorrect or incomplete<\/p>\n\n\n\n

The customer refuses delivery or fails to collect from a depot<\/p>\n\n\n\n

Other circumstances attributable to the customer prevent delivery<\/p>\n\n\n\n

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

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12. Tracking<\/h2>\n\n\n\n

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

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.<\/p>\n\n\n\n

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13. Automated Delivery & Order Notifications<\/h2>\n<\/div>\n\n\n\n
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Customers may receive automated emails or messages relating to their order. These may include:<\/p>\n\n\n\n

Order confirmation<\/p>\n\n\n\n

Payment confirmation<\/p>\n\n\n\n

Processing updates<\/p>\n\n\n\n

Order status changes<\/p>\n\n\n\n

Dispatch notifications<\/p>\n\n\n\n

Tracking information<\/p>\n\n\n\n

Other automated notifications<\/p>\n\n\n\n

Automated notifications are generated by our website and order-management systems and may not always reflect the most recent information available to us. This is particularly relevant where an order is awaiting information from a supplier, shipping company, port, customs agent or courier. Customers should not rely solely on an automated notification as confirmation of a final delivery date.<\/p>\n\n\n\n

For the most current order information:<\/p>\n\n\n\n

WhatsApp:<\/strong> +27 83 684 0853<\/p>\n\n\n\n

Email:<\/strong> concierge@carlythella.co.za<\/p>\n\n\n\n

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14. Damaged or Missing Items<\/h2>\n\n\n\n

Please inspect your items upon arrival before signing the courier waybill if visible packaging damage is present. If an item arrives damaged or incomplete, notify us within 48 hours<\/strong> of delivery via email at concierge@carlythella.co.za<\/strong> or WhatsApp Business at +27 83 684 0853<\/strong> with your order number and clear photos of the outer packaging and item so we can lodge a courier claim and arrange a repair, replacement, or refund.<\/p>\n\n\n\n

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15. Delivery Delays & Statutory Delivery Window<\/h2>\n\n\n\n

We aim to meet the estimated delivery timeframe, but delays may occur. Possible causes include:<\/p>\n\n\n\n

Supplier delays<\/p>\n\n\n\n

Production delays<\/p>\n\n\n\n

Shipping or vessel delays<\/p>\n\n\n\n

Port congestion<\/p>\n\n\n\n

Port operational disruptions<\/p>\n\n\n\n

Customs or import clearance<\/p>\n\n\n\n

Courier delays<\/p>\n\n\n\n

Transport disruptions<\/p>\n\n\n\n

Adverse weather or natural events<\/p>\n\n\n\n

Public holidays<\/p>\n\n\n\n

High-volume periods<\/p>\n\n\n\n

Remote delivery locations<\/p>\n\n\n\n

Freight or specialised delivery requirements<\/p>\n\n\n\n

Other unforeseen circumstances outside our reasonable control<\/p>\n\n\n\n

Where meaningful information about a significant delay becomes available, we will aim to provide an update as soon as reasonably possible. In compliance with South Africa\u2019s Electronic Communications and Transactions Act (ECTA), all in-stock orders will be fulfilled within a maximum of 30 days<\/strong> of purchase unless a longer lead time (such as custom, special-order, pre-order, or imported items) was agreed upon at checkout.<\/p>\n\n\n\n

Estimated delivery timeframes are not guaranteed delivery dates unless expressly confirmed in writing. Nothing in this policy is intended to exclude or limit statutory consumer rights under applicable South African law.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Shipping Policy Carly Thella Home & D\u00e9cor Thank you for shopping with Carly Thella Home & D\u00e9cor. 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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-43","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/pages\/43","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/comments?post=43"}],"version-history":[{"count":24,"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/pages\/43\/revisions"}],"predecessor-version":[{"id":11406,"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/pages\/43\/revisions\/11406"}],"wp:attachment":[{"href":"https:\/\/carlythella.co.za\/Staging\/wp-json\/wp\/v2\/media?parent=43"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}