1. Delivery availability

Delivery availability depends on the destination, the product and the shipping services configured for the store. Enter your complete address during checkout and review the options shown before submitting your order.

If checkout does not offer a delivery method for your address, please do not assume that the order can be shipped there. Contact us through the Contact page to ask whether an alternative arrangement is possible.

2. Shipping charges

Any shipping charge applicable to your order should be displayed during checkout before you complete the purchase. The amount may depend on the delivery address, product, parcel characteristics or selected service.

Do not assume that shipping is free unless a free-shipping offer is clearly displayed and its stated conditions are met. If a promotion has conditions, such as a minimum order value or a specific delivery area, those conditions should be checked before ordering.

If a shipping amount appears incorrect or is unclear, contact SARAA before submitting payment.

3. Order processing

After you submit an order, the store may need to verify payment, product availability and delivery details before preparing it for dispatch. An order confirmation is not the same as a dispatch notification.

Processing time can vary by item, availability, business operating arrangements and circumstances affecting fulfilment. Any specific processing commitment displayed on a product page or at checkout should be read alongside the confirmation message for that order.

If we cannot fulfil an order, we will contact the customer and handle any cancellation or refund due under the published store policy and applicable law.

4. Delivery estimates

Where an estimated delivery time is displayed, it is an estimate for planning purposes and may depend on the destination, carrier and fulfilment progress. A delivery estimate should not be treated as a guaranteed arrival date unless SARAA expressly identifies it as a guarantee.

Delivery can be affected by circumstances outside the store’s reasonable control, including courier capacity, weather, transport disruption, regional restrictions, public holidays or inaccurate delivery details. If a material delay becomes known to us, we will take reasonable steps to communicate relevant information.

5. Dispatch notifications and tracking

When an order is dispatched, SARAA may provide a dispatch confirmation and tracking reference where the selected shipping service supports it. Use the information in the order or dispatch message to check progress with the relevant carrier.

Tracking updates are generated by the shipping service and may take time to appear or refresh. If you do not receive tracking details, or a reference does not work after a reasonable interval, contact us with your order number. Tracking is not available for every service unless specifically stated at checkout.

6. Delivery address and contact details

Please check that your name, delivery address, postal code and any requested phone number are complete and accurate before placing your order. Include useful delivery instructions where the checkout permits them.

If you discover an address error, contact us as soon as possible and include your order number. We will try to help if fulfilment has not progressed too far, but an address change may not be possible after an order has been packed or handed to the carrier.

Do not post your full address or order details publicly. Share information through the store’s contact channel.

7. Delayed, unsuccessful or returned deliveries

A delivery may be delayed or unsuccessful if the address is incomplete, the recipient cannot be reached, delivery access is restricted, a carrier cannot complete the route or another delivery issue arises. If a carrier reports an attempted delivery, check the tracking information and any carrier instructions.

If a parcel is returned to the sender, held by the carrier or marked as undeliverable, contact SARAA so the order can be reviewed. Any reshipment, address correction, cancellation or refund will depend on the circumstances, the options available through the carrier, the published store policies and applicable law.

We will not promise a redelivery date or charge unless the arrangement is confirmed for the individual order.

8. Damaged, defective or incorrect items

Please inspect the parcel and its contents when you receive them. If an item is damaged, defective, incorrect or materially different from the product description, contact us promptly through the Contact page.

Include your order number, the name of the affected product and a description of the problem. Photos of the outer packaging, shipping label and affected item may help us understand what happened; do not discard packaging until you have received guidance if it may be relevant to a carrier claim.

We will review the issue and explain the next steps under the Refund and Returns Policy and applicable consumer protections. This request process does not remove any rights or remedies that cannot lawfully be excluded.

9. Parcels marked delivered but not received

If tracking says a parcel was delivered but you cannot find it, first check the delivery location, reception desk or other safe place used at the address, and ask other household members or authorised recipients if they accepted it. Review the carrier’s delivery notes if available.

If the parcel still cannot be located, contact SARAA with your order number and the tracking status. We will review the available information and, where appropriate, make an enquiry with the delivery service. Please report the issue promptly so relevant information can be checked.

10. Cancellations, returns and refunds

Shipping and delivery questions may sometimes overlap with cancellation, return or refund requests. Please consult the store’s Refund and Returns Policy for the applicable procedure and eligibility requirements.

Do not send an item to an address that has not been confirmed by SARAA for your return. Contact us first for instructions. Return shipping responsibility and any available refund or replacement depend on the published policy, the reason for the return and applicable law.

11. Contact SARAA about a delivery

For assistance with an order, use the Contact page and include your order number, the email address used at checkout and a concise description of the issue. For a damaged or incorrect parcel, include photos if practical.

Please do not send payment-card numbers, passwords or one-time passwords in your enquiry. Share only the information needed to identify and resolve the order issue.