Shipping policy

Thanks for shopping with Smileshop. This policy explains how and when we ship your order, what it costs, and what to do if something goes wrong in transit. By placing an order you agree to these terms.

Shipping at a glance

  • We ship to addresses within South Africa via a various know courier companies.
  • Orders are processed within 1–2 business days.
  • Delivery typically takes 2–4 business days to major centres and 3–5 business days to outlying areas after dispatch.
  • Shipping is calculated at checkout. Shipping is quoted at checkout per order. These prices may change without warning in line with the courier costs.
  • You will receive tracking as soon as your order ships.

 

1. Order processing

Orders are processed Monday to Friday, excluding public holidays. We aim to process and dispatch orders within 1–2 business days of payment being confirmed. Orders placed after 10:00 or over a weekend or public holiday are processed on the next business day.

Custom-made or made-to-order items may require additional production time. Where this applies, the expected lead time is shown on the product page or confirmed with you after ordering.

You will receive an email confirmation once your order is placed, and a second email with tracking details once it has been dispatched.

 

2. Delivery areas and times

We currently ship to addresses within the Republic of South Africa. Estimated delivery times after dispatch are:

  • Major centres (e.g. Johannesburg, Pretoria, Cape Town, Durban): 2–4 business days
  • Regional and outlying areas: 3–5 business days

Delivery times are estimates provided by our courier partner and are not guaranteed. They begin from the date of dispatch, not the date the order is placed. We are not responsible for delays caused by the courier, incorrect address details, load-shedding, weather, or other events beyond our reasonable control.

 

3. Shipping costs

Shipping is calculated at checkout based on the delivery address and the size and weight of your order. The exact cost is shown before you complete your purchase.

All shipping charges are shown in South African Rand (ZAR) and, where applicable, include VAT.

 

4. Tracking your order

Once your order is dispatched, we will email you a tracking number and a link to follow your delivery. Please allow up to 24 hours for tracking information to become active. You can also view your order status by logging in to your account and opening Order history.

 

5. Delivery, risk, and incorrect addresses

Please make sure your delivery address and contact details are correct at checkout. We cannot be held responsible for orders delivered to an incorrect or incomplete address supplied by you. If an order is returned to us because of an incorrect address or a failed delivery, you may be liable for the cost of re-shipping.

Someone must be available to receive and sign for the delivery at the address provided. Risk in the goods passes to you on delivery.

If you are not available and the courier is unable to deliver, they will follow their standard re-delivery or collection process. Repeated failed deliveries may result in the order being returned to us.

 

6. Damaged, lost, or missing deliveries

We take care to pack your order securely. If your order arrives damaged, please contact us at shop@smileway.co.za within 48 hours of delivery with your order number and photos of the damage so we can resolve it quickly.

If your tracking shows delivered but you have not received your order, or your order has not arrived within the expected timeframe, contact us and we will investigate with the courier. Claims for damaged, lost, or missing orders are handled in line with our Return and Cancellation Policy.

 

7. International shipping

We currently ship within South Africa only. 

 

8. Contact us

Questions about your delivery? Get in touch:

Smileshop Email: shop@smileway.co.za