Shipping policy

Shipping Policy: HELLOOO FAMILY STORE

Last updated: 27th November 2025

 

Thank you for shopping with HELLOOO FAMILY.

We are committed to delivering your order as efficiently and securely as possible.

Please read the information below carefully before completing your purchase.

 

1. Order Processing Time
All orders are processed within 1–3 business days. Processing time does not include weekends or public holidays. Once your order is packed and ready, you will receive an email confirmation with tracking details (where applicable).

Please note:
During peak seasons, product launches, or special promotions, processing times may be slightly longer.

 

2. Shipping Rates
Shipping rates are calculated at checkout based on your delivery address, courier availability, and package weight. We currently offer:
1. Local delivery (within South Africa adjust based on your base location)
2. Regional or continental shipping
3. International shipping

 

3. Delivery Times
Estimated delivery windows:
1. Local Delivery: 3-7 business days
2. Regional Delivery (Africa): 5-12 business days
3. International Delivery: 10–21 business days

Delivery times may vary depending on customs processes, courier delays, or unforeseen circumstances.

 

4. Order Tracking
Once shipped, you will receive a tracking number via email (where available). Not all couriers provide real-time tracking. If your tracking link takes time to update, please allow the courier’s system to sync.

 

5. Shipping Address Accuracy
Please double-check your shipping address before completing checkout. HELLOOO FAMILY is not responsible for:
1. Delays due to incorrect or incomplete addresses
2. Packages returned due to failed delivery attempts
3. Additional charges from address modifications after dispatch

If an order is returned to us because of an incorrect address provided by the customer, the buyer is responsible for paying the cost to reship the package.

 

6. Lost, Delayed, or Stolen Packages
Once an order has been handed over to the courier, HELLOOO FAMILY is no longer responsible for:
1. Lost packages
2. Delayed deliveries
3. Stolen packages
4. Courier mishandling

We will, however, assist you in opening an investigation with the courier. Please allow the courier’s claimed investigation timelines before resolution.

 

7. Damaged Items
If your order arrives damaged, please email us within 48 hours of delivery at: info@vusithembekwayo.com

Include:
1. Order number
2. Photos of the product
3. Photos of the packaging

We will review and advise on next steps. Claims submitted after 48 hours cannot be processed.

 

8. Customs, Duties & Taxes (International Orders)
International orders may be subject to: 
1. Customs fees
2. Import duties
3. Taxes
4. Handling charges

These charges are not included in your order total and must be paid by the recipient. HELLOOO FAMILY is not responsible for delays caused by customs inspections.

 

9. Shipping Restrictions
Some items may not be eligible for shipping to certain regions due to courier or legal restrictions. If your order cannot be fulfilled, we will contact you to arrange an alternative solution.

 

10. Contact Us
For any questions regarding shipping, please reach out to: info@vusithembekwayo.com