HerFlex Shipping & Delivery Policy

Last Updated: 19 August 2026

At HerFlex, we aim to process and deliver your order as efficiently and reliably as possible.

This Shipping & Delivery Policy explains how orders are processed, shipped and delivered, as well as what happens if there is a delay, unsuccessful delivery, incorrect delivery information or a missing parcel.

By placing an order with HerFlex, you agree to this Shipping & Delivery Policy together with our Terms of Service and Returns & Refunds Policy.

Nothing in this policy is intended to exclude or limit any rights that cannot lawfully be excluded under applicable South African consumer law.

1. Where We Deliver

HerFlex delivers to addresses supported by the delivery options available through our online store.

Available delivery areas may depend on:

• Courier coverage;

• Delivery location;

• Postal code;

• Accessibility of the delivery address; and

• Other logistical considerations.

If our checkout system does not allow delivery to a particular address or area, we may currently be unable to fulfil an order to that location.

HerFlex may expand, restrict or otherwise change its available delivery areas from time to time.

2. Order Processing

Orders are processed after successful payment confirmation.

Processing includes:

• Confirming payment;

• Verifying the order where necessary;

• Picking the ordered products;

• Preparing and packaging the order; and

• Handing the parcel over to the applicable courier or delivery provider.

Processing time is separate from courier delivery time.

Orders placed on weekends, public holidays or outside normal operating periods may begin processing on the next applicable business day.

During periods of unusually high order volumes, promotions, launches or other exceptional circumstances, processing may take longer than usual.

3. Order Verification

In some circumstances, HerFlex may need to verify an order before dispatch.

This may occur where:

• Payment requires additional verification;

• The transaction is flagged by a payment provider;

• We reasonably suspect fraudulent activity;

• Delivery information appears incomplete;

• Customer information appears inconsistent; or

• Additional information is reasonably required to fulfil the order.

An order may be temporarily placed on hold while reasonable verification is completed.

HerFlex reserves the right to cancel an order where there are reasonable grounds to believe that the transaction is fraudulent or unauthorised.

4. Delivery Timeframes

Delivery timeframes provided by HerFlex are estimates unless expressly stated otherwise.

The estimated delivery timeframe applicable to your order may be displayed during checkout, communicated after your order is placed or provided through your delivery tracking information.

Delivery time generally begins after the order has been processed and handed to the courier.

Estimated delivery periods may vary depending on:

• Your delivery location;

• Courier service availability;

• Whether the address is in a major metropolitan or regional area;

• Remote or outlying locations;

• Weekends and public holidays;

• Promotional periods;

• High order volumes; and

• Circumstances outside our reasonable control.

HerFlex will take reasonable steps to fulfil orders within the applicable delivery period and will comply with any mandatory delivery obligations imposed by applicable law.

5. Business Days

Where delivery or processing periods are stated in business days, business days ordinarily exclude:

• Saturdays;

• Sundays; and

• South African public holidays.

Orders placed outside normal business days may therefore take longer in calendar days than the stated number of business days.

6. Shipping Charges

HerFlex charges a flat delivery fee of R50 for orders with a total product value below R950.

Orders with a product value of R950 or more qualify for free standard delivery within South Africa.

The applicable delivery fee will be displayed during checkout before payment is completed.

Where a discount, promotional code or other offer reduces the value of an order, free-shipping eligibility will be determined based on the final product total after discounts, unless otherwise stated as part of a promotion.

HerFlex may occasionally offer additional free-shipping or discounted-delivery promotions. Any specific conditions attached to those promotions will apply.

7. Courier Partners

HerFlex may use independent third-party courier and delivery companies to deliver customer orders.

Once your parcel has been handed to a courier, delivery may be performed according to the courier's operational network and delivery procedures.

HerFlex remains responsible for its obligations to customers to the extent required by applicable law and will assist with legitimate delivery issues where reasonably possible.

8. Tracking Your Order

Where tracking is available, customers may receive a:

• Tracking number;

• Tracking link;

• Courier notification;

• Email update;

• SMS update; or

• Other delivery notification.

Tracking information may not update immediately after an order is dispatched.

Courier tracking systems are operated by third parties, and there may occasionally be a delay between the physical movement of a parcel and an update appearing on the tracking system.

9. Correct Delivery Information

Customers are responsible for providing complete and accurate delivery information when placing an order.

This includes:

• Recipient name;

• Street address;

• Complex or building name where applicable;

• Unit or house number;

• Suburb;

• City or town;

• Province;

• Postal code;

• Contact telephone number; and

• Any additional information reasonably required to complete delivery.

Please review your delivery information carefully before completing checkout.

10. Incorrect or Incomplete Addresses

HerFlex is not responsible, to the extent permitted by law, for delays or failed deliveries caused solely by incorrect or incomplete information supplied by the customer.

If you notice an error in your delivery address after placing an order, please contact HerFlex as soon as possible.

We will make reasonable efforts to assist where possible.

However, we cannot guarantee that delivery details can be changed once an order has been processed, dispatched or handed to the courier.

If a parcel is returned to HerFlex because an incorrect or incomplete address was provided, additional delivery charges may apply before the parcel is resent, where legally permitted.

11. Changing Your Delivery Address

A delivery address can only be changed where it is operationally possible to do so.

Once a parcel has been:

• Packed for dispatch;

• Collected by a courier;

• Entered into the courier network; or

• Dispatched,

HerFlex may no longer be able to change its destination.

Customers should therefore contact us immediately after identifying an address error.

Any request to redirect a parcel after dispatch may also be subject to the courier's own operational limitations or additional charges.

12. Delivery Attempts

Courier companies may attempt to contact you using the telephone number or other contact information supplied with your order.

Customers should ensure that they are reasonably available to receive their parcel.

If you are unavailable, the courier may:

• Attempt delivery again;

• Contact you;

• Arrange an alternative delivery;

• Hold the parcel temporarily; or

• Return the parcel to HerFlex,

depending on the courier's procedures and circumstances.

HerFlex does not control the exact number or timing of courier delivery attempts.

13. Failed Delivery Because the Customer Is Unavailable

Where delivery cannot be completed because the customer:

• Is repeatedly unavailable;

• Refuses delivery without lawful justification;

• Provides incorrect information;

• Cannot be contacted;

• Fails to provide reasonable access to the delivery location; or

• Otherwise prevents the courier from completing delivery,

the parcel may be returned to HerFlex.

Where legally permitted, the customer may be responsible for reasonable additional delivery costs associated with resending the parcel.

14. Delivery to Workplaces, Complexes, Estates and Other Controlled Locations

If you request delivery to a:

• Workplace;

• Office;

• Residential estate;

• Security complex;

• Apartment building;

• Reception area;

• Hotel;

• School;

• University;

• Hospital; or

• Other controlled-access location,

you are responsible for ensuring that the courier can reasonably access the location and that an authorised person is available to receive the parcel where necessary.

Delivery to an authorised receptionist, security officer, mailroom, concierge or other person reasonably authorised to receive parcels at the supplied address may constitute delivery, subject to applicable law and the circumstances of the delivery.

15. Someone Else Receiving Your Order

You may arrange for another person to receive your order at the delivery address.

Where a parcel is accepted by a person reasonably authorised to receive it at the address supplied by the customer, the order may be treated as delivered.

Customers should therefore ensure that the delivery address is secure and that persons accepting parcels on their behalf are authorised to do so.

16. Proof of Delivery

Courier companies may record proof of delivery.

Depending on the courier and circumstances, this may include:

• Recipient name;

• Signature;

• Delivery date;

• Delivery time;

• GPS or location information;

• Delivery photograph;

• Courier scan;

• One-time PIN or verification code; or

• Other electronic delivery confirmation.

Where a delivery dispute arises, HerFlex may use available courier records when investigating the matter.

17. Orders Marked as Delivered but Not Received

If your tracking information shows that an order has been delivered but you cannot locate the parcel, please first check, where appropriate:

• With other members of your household;

• With reception;

• With building management;

• With security personnel;

• With neighbours who may have accepted delivery;

• Around the nominated delivery location; and

• Any delivery notification supplied by the courier.

If you still cannot locate your order, contact HerFlex as soon as possible.

We will investigate the matter with the courier where appropriate.

A courier marking a parcel as delivered does not automatically prevent HerFlex from investigating a legitimate non-delivery claim.

18. Lost Parcels

If an order appears to have been lost while in the courier network, please contact HerFlex.

We may first conduct or request an investigation with the relevant courier.

Depending on the outcome of the investigation and the customer's applicable rights, HerFlex will determine the appropriate remedy.

Customers should not be required to absorb a loss for which HerFlex remains legally responsible.

19. Damaged Parcels

Please inspect your parcel and products as soon as reasonably possible after delivery.

If the parcel or product arrives visibly damaged, please contact HerFlex as soon as possible and preferably within 48 hours of delivery.

We may ask you to provide:

• Photographs of the parcel;

• Photographs of the product;

• Photographs of the shipping label;

• Video showing the damage; or

• Other information reasonably required to investigate the issue.

Prompt notification helps us investigate the issue with the courier.

However, the 48-hour notification request does not remove any mandatory rights you may have in relation to defective or damaged goods under applicable South African law.

20. Incorrect Orders

If you receive:

• The incorrect item;

• The incorrect size compared with your order;

• The incorrect colour compared with your order;

• An incorrect quantity; or

• An item you did not order,

please contact HerFlex as soon as possible and preferably within 48 hours of delivery.

Please retain the item and its packaging while the matter is being investigated.

Where HerFlex has made an error, the matter will be handled in accordance with our Returns & Refunds Policy and applicable law.

21. Partial Deliveries

In certain circumstances, an order containing multiple items may be delivered in more than one parcel.

Where this occurs, the parcels may:

• Have separate tracking information;

• Arrive at different times; or

• Be delivered by different courier processes.

A partial delivery does not necessarily mean that the remaining items are missing.

If you believe part of your order has not been dispatched or delivered, please contact HerFlex with your order number.

22. Delivery Delays

Although we aim to deliver orders as efficiently as possible, delays may occasionally occur.

Possible causes include:

• Courier delays;

• High order volumes;

• Severe weather;

• Flooding;

• Road closures;

• Public holidays;

• Strikes or industrial action;

• Civil unrest;

• Load-shedding or infrastructure disruption;

• System failures;

• Vehicle breakdowns;

• Remote delivery areas;

• Natural disasters;

• Security incidents;

• Incorrect customer details; or

• Other circumstances outside HerFlex's reasonable control.

Where we become aware of a material delay affecting your order, we will take reasonable steps to address the issue and communicate where appropriate.

Nothing in this section limits any right a customer may have under applicable law where delivery is not made within an agreed or legally required period.

23. Peak Periods and Promotions

Delivery and processing may take longer during periods of increased demand, including:

• Product launches;

• Major promotions;

• Black Friday;

• Holiday periods;

• Seasonal sales; or

• Other periods of unusually high order volume.

Customers should take possible peak-period delays into account when ordering products required by a specific date.

Where HerFlex provides a specific delivery commitment, we will treat that commitment in accordance with applicable law.

24. Public Holidays and Holiday Periods

Courier services and HerFlex fulfilment operations may operate differently during South African public holidays and holiday periods.

Orders placed immediately before or during these periods may therefore experience additional processing or delivery time.

25. Remote and Outlying Areas

Orders to remote, rural or outlying areas may take longer to deliver than orders to major metropolitan areas.

Certain courier services may also use regional delivery partners or scheduled delivery routes for these areas.

Where a courier is unable to service an address provided by the customer, HerFlex may contact the customer to arrange an alternative available delivery solution where reasonably possible.

26. Delivery to High-Risk or Restricted Areas

In exceptional circumstances, a courier may temporarily restrict or suspend delivery to an area due to:

• Safety concerns;

• Civil unrest;

• Flooding;

• Road conditions;

• Security incidents;

• Natural disasters; or

• Other operational risks.

Where this affects your order, HerFlex will take reasonable steps to determine an alternative solution where possible.

27. Refused Deliveries

If a customer refuses to accept an order without a lawful reason, the parcel may be returned to HerFlex.

Any refund or redelivery request will then be considered in accordance with:

• Our Returns & Refunds Policy;

• The condition of the returned goods;

• Any applicable delivery costs; and

• Applicable consumer law.

Refusing delivery does not automatically guarantee a full refund where the customer is not legally entitled to one.

28. Unclaimed or Returned-to-Sender Parcels

If a parcel is returned to HerFlex because it was:

• Unclaimed;

• Undeliverable;

• Refused;

• Sent to an incorrect address supplied by the customer; or

• Returned after unsuccessful delivery attempts,

HerFlex may contact the customer to determine the appropriate next step.

Where the cause of the failed delivery is attributable to the customer, reasonable redelivery costs may be charged before the order is resent, where legally permitted.

29. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact HerFlex as soon as possible.

We will attempt to stop fulfilment where operationally possible.

However, once the order has been processed or entered the courier network, we may be unable to cancel the shipment.

In that case, the customer may need to follow the applicable return procedure after receiving the order.

Cancellation and refund eligibility remain subject to our Returns & Refunds Policy and applicable law.

30. Returns Are Not Sent to the Original Courier Address Automatically

Customers wishing to return an item should not automatically send the parcel back to the address appearing on the original shipping label.

A return must first be requested in accordance with our Returns & Refunds Policy.

If the return is accepted, HerFlex will provide the applicable return instructions.

Unauthorised returns may result in delays or may not be accepted where HerFlex is not legally required to accept them.

31. Return Shipping

Return shipping is governed by our Returns & Refunds Policy.

Where a return results from:

• An incorrect product supplied by HerFlex;

• A verified defect;

• Damage for which HerFlex is responsible; or

• Another circumstance where applicable law requires HerFlex to bear the cost,

HerFlex will handle reasonable return costs accordingly.

For voluntary returns, including certain change-of-mind or size-related returns, return courier costs may be for the customer's account.

32. Original Delivery Charges on Returns

The original R50 delivery fee is generally not refundable for voluntary returns, unless otherwise required by applicable law.

Where an order originally qualified for free delivery because the product total was R950 or more, HerFlex will not ordinarily deduct a delivery fee retrospectively solely because a voluntary return reduces the retained order value below R950, unless this was clearly stated as part of a specific promotion or otherwise permitted by law.

Where HerFlex supplied an incorrect or legally defective product, or where applicable law otherwise requires a refund of delivery costs, those costs will be handled accordingly.

33. Risk and Responsibility During Delivery

Responsibility for goods during delivery will be determined in accordance with applicable South African law.

Nothing in this Shipping & Delivery Policy is intended to improperly transfer the risk of loss or damage to a customer before the point at which applicable law permits such transfer.

HerFlex may use third-party couriers to physically deliver orders, but this does not remove any responsibility that applicable law places on HerFlex as the supplier.

34. Courier Delays Outside Our Control

HerFlex does not directly control the day-to-day operations of independent courier companies.

However, if a material delivery issue arises, customers should contact HerFlex rather than being required to resolve the entire matter directly with the courier.

Where appropriate, we will communicate with the courier and assist with the investigation.

35. Fraudulent Delivery Claims

HerFlex reserves the right to investigate delivery claims where there are reasonable grounds to suspect fraud or abuse.

This may include reviewing:

• Courier tracking records;

• Proof of delivery;

• Customer communications;

• Order information;

• Payment information;

• Delivery photographs;

• Delivery verification records; and

• Other reasonably relevant evidence.

Fraudulent delivery claims may be declined and may be reported to appropriate parties where permitted by law.

This does not affect a customer's right to raise a genuine delivery dispute.

36. Customer Responsibility After Delivery

Once an order has been lawfully delivered, customers are responsible for taking reasonable care of the products.

HerFlex will not ordinarily be responsible for:

• Theft occurring after lawful delivery;

• Loss after delivery;

• Damage caused after delivery;

• Damage caused by improper storage; or

• Damage caused through misuse,

except where HerFlex remains legally responsible under applicable law.

37. Orders Needed by a Specific Date

If you require an order for a particular:

• Event;

• Competition;

• Holiday;

• Trip;

• Birthday;

• Gift; or

• Other specific occasion,

please allow sufficient time for processing and delivery.

Unless HerFlex expressly confirms a guaranteed delivery date, estimated delivery dates should not be treated as a guarantee that an order will arrive before a specific event.

This does not affect any specific delivery commitment that HerFlex has expressly made to you.

38. Force Majeure and Events Beyond Reasonable Control

Delivery may be affected by events beyond HerFlex's reasonable control.

These may include:

• Natural disasters;

• Floods;

• Fires;

• Severe weather;

• War;

• Civil unrest;

• Government restrictions;

• Major infrastructure failures;

• Widespread telecommunications outages;

• Industrial action;

• Cybersecurity incidents;

• Public-health emergencies; or

• Similar extraordinary circumstances.

HerFlex will take reasonable steps appropriate to the circumstances and will continue to comply with obligations that cannot lawfully be excluded.

39. Privacy and Courier Information

To fulfil your order, HerFlex may need to provide relevant personal information to delivery and logistics providers.

This may include:

• Your name;

• Delivery address;

• Telephone number;

• Email address; and

• Order or delivery information reasonably required to complete delivery.

Personal information will be handled in accordance with our Privacy Policy and applicable South African data-protection law.

40. Relationship With Our Returns & Refunds Policy

This Shipping & Delivery Policy should be read together with the HerFlex Returns & Refunds Policy.

In particular, customers should note that under HerFlex's standard voluntary return process, a return request should be made within 48 hours of delivery.

A refund is ordinarily processed only after the returned product has been received by HerFlex and its eligibility has been assessed, except where applicable law requires otherwise.

The complete return conditions are contained in our Returns & Refunds Policy.

41. Relationship With Our Terms of Service

This Shipping & Delivery Policy forms part of the terms governing purchases made through the HerFlex website.

Our Terms of Service contain additional provisions relating to:

• Orders;

• Payments;

• Product information;

• Fraud prevention;

• Returns;

• Refunds;

• Liability;

• Website use; and

• Consumer rights.

Customers should read both policies before completing an order.

42. Statutory Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded under applicable South African law, including applicable provisions of the:

• Consumer Protection Act 68 of 2008;

• Electronic Communications and Transactions Act 25 of 2002; and

• Other applicable legislation.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will apply.

The remainder of this policy will continue to operate to the extent permitted by law.

43. Changes to This Policy

HerFlex may update this Shipping & Delivery Policy from time to time to reflect changes to:

• Delivery providers;

• Delivery methods;

• Fulfilment processes;

• Business operations;

• Available delivery areas;

• Delivery charges; or

• Applicable legal requirements.

The latest version will be published on the HerFlex website with the applicable updated date.

Changes will not unlawfully remove rights that have already arisen from an existing order.

44. Contact Us

If you have questions or concerns relating to:

• Your order;

• Shipping;

• Tracking;

• Delivery delays;

• Missing parcels;

• Incorrect deliveries;

• Damaged deliveries; or

• Returned parcels,

please contact HerFlex using the contact information provided on our website.

When contacting us about an existing order, please include your order number so that we can assist you as efficiently as possible.

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Thank you for shopping with HerFlex.