Shipping policy

Last updated: 20 September 2026

This Shipping and Payment Policy applies to all orders placed through our website amberaluna.com.

Amberaluna ships to customers in South Africa only.

1. Order Processing

All orders are processed within 1–3 business days of payment confirmation.
Once your order has been dispatched, you will receive a confirmation email with a tracking number.
Orders placed on weekends or South African public holidays will be processed on the next business day.

2. Shipping Times

We ship all orders directly from our fulfilment partner in Asia to your South African delivery address.

Estimated delivery times (from date of dispatch):

Standard shipping: 11–21 business days
Express shipping: 8–13 business days (additional cost, shown at checkout)

The delivery times shown are estimates, not guaranteed delivery dates. Actual delivery times may vary due to:

Order volume and processing at our fulfilment partner
Customs clearance by the South African Revenue Service (SARS)
Courier network delays
South African public holidays
Events outside our reasonable control (weather, strikes, load-shedding, etc.)

Your rights under the Consumer Protection Act 68 of 2008 and section 46 of the Electronic Communications and Transactions Act 25 of 2002 in respect of delivery within a reasonable time are not affected by this clause.

3. Shipping Costs

Standard shipping is free on all orders.
Express shipping is available for an additional fee, shown at checkout before you complete your purchase.

4. Shipping Carriers

Our shipping is handled by international logistics partners including DHL, UPS, and their South African last-mile delivery partners (such as the South African Post Office, PostNet, Aramex, or The Courier Guy) to ensure secure delivery to your address.

Fulfilment is carried out by our verified partners in Asia.

5. Customs Duties, VAT, and Import Charges

Please read this section carefully.

Our products are shipped from outside South Africa. Under South African customs law, imported goods are generally subject to Value Added Tax (VAT) at 15% and, depending on the product category, customs duty administered by the South African Revenue Service (SARS).

The prices displayed at checkout do not include South African import VAT, customs duty, or courier clearance fees, unless expressly stated otherwise on the product page or at checkout.

Where import charges apply, they are payable by you (the recipient) directly to the courier or SARS before your parcel can be released for final delivery. The courier will typically contact you if payment is required.

We are not able to predict the exact amount of duties or fees, as this depends on the product, its declared value, and current SARS tariffs at the time of import. If you would like an estimate before ordering, please contact us at info@amberaluna.com.

If you refuse to pay import charges and the shipment is returned to us, our Return and Refund Policy applies — see Section 9 below and our Return and Refund Policy for details.

6. Shipping Confirmation and Tracking

After your order is dispatched, you will automatically receive a shipping confirmation email with a tracking link.
Please allow up to 48 hours after receiving your confirmation for tracking information to become active in the carrier's system.
You can use the tracking link at any time to check the progress of your delivery.

If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at info@amberaluna.com.

7. Delayed or Lost Shipments

If your order is delayed beyond the estimated delivery window, or if tracking shows no updates for an extended period, please contact us at info@amberaluna.com and we will investigate with the carrier.

Lost shipments: If a package is confirmed lost in transit by the carrier, we will offer you your choice of:

A replacement shipment, or
A full refund of the purchase price

We recommend providing an accurate and complete delivery address to avoid delivery issues. For details on shipments returned to us due to incorrect address information or non-collection, please see Section 9 below.

Your rights under the Consumer Protection Act in respect of non-delivery are not affected by this clause.

8. Payment Methods

We offer the following secure payment methods at checkout:

Credit and debit cards — Visa, MasterCard, American Express (processed by Stripe)
PayPal
PayFast — Instant EFT, SnapScan, Zapper, and other local South African payment methods

All payments are processed through encrypted and PCI-DSS compliant payment providers. We do not store your full card or bank account details on our servers.

For information about how your payment data is handled, please see our Privacy Policy.

9. Customer Responsibilities

Please note:

Customs and courier delays are outside our reasonable control. We cannot guarantee delivery within a specific timeframe once a package is with the carrier or SARS.
Import charges: any VAT, customs duty, or clearance fees levied by SARS or the courier are the responsibility of the recipient (see Section 5).
Incorrect delivery information: if a shipment is returned to us because you provided an incorrect or incomplete address, the package was not collected within the carrier's holding period, or import charges were refused, we may charge the actual reshipment costs before sending the order again. If you request a refund in this situation, we may deduct the actual shipping and clearance costs incurred from your refund. See our Return and Refund Policy for details.
Your rights under the Consumer Protection Act are not affected by this clause.

We recommend double-checking your delivery address at checkout to avoid these issues.

10. Contact

For all questions about shipping, tracking, or payment, please contact us at:

Email: info@amberaluna.com

Prowl Digital Limited, 61 Bridge Street, Kington, Herefordshire HR5 3DJ, United Kingdom