KULTURE KRATE – SHIPPING & DELIVERY POLICY

Last updated: 2026/01/22

Kulture Krate partners with The Courier Guy to deliver orders safely and efficiently within South Africa. This policy explains how shipping works, what to expect during delivery, and how shipping-related issues are handled.

1. Shipping Provider

All local deliveries are fulfilled through The Courier Guy.
Delivery timelines are estimates only and may vary due to factors outside our control, including weather conditions, public holidays, regional access, or courier operational delays.

Production time is not included in courier delivery estimates.

2. Delivery Insurance & Damaged Items

Optional delivery insurance may be selected at checkout.

If an item is damaged during transit and delivery insurance was selected, you may request an assessment for repair or replacement
Supporting photos or videos must be provided within a reasonable time after delivery
If delivery insurance was not selected, Kulture Krate is unable to cover damage caused during transit

All claims are reviewed on a case-by-case basis and are subject to courier verification.

3. Shipping Costs & Delivery Timeframes

Shipping fees are calculated at checkout based on package size, weight, and delivery address
Estimated delivery times are shown for reference only
Actual delivery time may differ depending on courier routing and regional accessibility

Kulture Krate is not responsible for delays once parcels have been handed over to the courier.

4. Order Dispatch Process

Order is confirmed and prepared
Once production is complete, items are packaged and collected by The Courier Guy
Tracking details are sent to the customer
Parcel is delivered to the provided address

5. Delivery Address Requirements

We do not deliver to:

P.O. Box addresses
Parcel lockers
Incomplete or unclear addresses

Customers are responsible for ensuring that all delivery details are accurate.
Incorrect or incomplete address information may result in delivery failure, and additional courier fees may apply.

6. Changing a Delivery Address

Before dispatch: Address changes may be requested
After dispatch: Address changes depend on courier approval and may incur a redirection fee

Kulture Krate cannot guarantee that address changes will be successful once an order has been shipped.

7. Delivery Issues & Courier Delays

Delayed deliveries

If a delivery takes significantly longer than expected, we will assist with a courier enquiry where possible. Delays alone do not automatically qualify for refunds or replacements.

Lost parcels

If a parcel is confirmed lost by The Courier Guy, we will assess the situation and may offer:

A replacement; or
Store credit; or
A refund

The outcome depends on courier findings and whether delivery insurance was selected.

8. Returns & Re-shipping Related to Delivery

We will only consider refunds or re-shipping in logistics-related cases where:

The courier confirms the parcel was lost
The parcel is returned due to courier error

We do not accept refunds or re-shipping requests if:

Delivery failed due to incorrect or incomplete address details
The parcel was refused on delivery
Delivery timing did not meet personal expectations

9. Tracking & Missing Updates

Tracking updates may take up to 5 working days after dispatch to appear
If tracking has not updated after delivery has entered your local area for more than 7 days, please contact us
If a parcel shows no movement for 20 days and is confirmed lost, we will review the case for resolution

10. Risk Transfer

Once an order has been handed over to The Courier Guy, delivery risk largely shifts to the courier. Kulture Krate will assist with claims and communication but cannot accept responsibility for courier-related failures beyond what is covered by insurance.

11. Contact Us

If you have questions regarding shipping or delivery, please contact us:

📧 Email: support@kulturekrate.co.za
🕒 Business hours: Monday to Friday from 13:00 to 17:00, South African business hours