Shipping policy

Shipping Policy

This policy is a template. Please review it carefully, fill in every [placeholder] with your actual rates, timeframes and details, and confirm it against your chosen courier's terms before publishing.

At WIGSA we want your new wig or hairpiece to reach you quickly, safely and in perfect condition. This Shipping Policy explains how we dispatch and deliver orders within South Africa, what it costs, how long it takes, and what happens if something goes wrong. By placing an order with us you agree to the terms set out below.

All orders are shipped from within South Africa and all shipping charges are quoted in South African Rand (ZAR / R). Times referred to in this policy are South African Standard Time (SAST). We currently ship to destinations within South Africa only.

Order Processing and Dispatch

Once your payment has been received and confirmed, we prepare your order for dispatch. Orders are processed on business days (Monday to Friday, excluding South African public holidays).

Order cut-off time: Orders placed before 00:00 SAST on a business day are processed the same day. Orders placed after the cut-off time, or on weekends and public holidays, are processed on the next business day.
Dispatch time: We aim to dispatch your order within 10 business day(s) of your payment being confirmed.
You will receive a confirmation email once your order has been dispatched, including your tracking number (see Order Tracking below).

During sale periods, promotions and peak seasons, dispatch may take slightly longer. If we anticipate a delay with your specific order, we will contact you using the email address or phone number provided at checkout.

Delivery Timeframes

Delivery timeframes are estimates provided by our courier partners and are counted from the date of dispatch, not the date of order. They exclude weekends and public holidays. While we do everything we can to meet these estimates, delivery times are not guaranteed and may be affected by factors outside our control (such as weather, load-shedding, courier volumes or incorrect address details).

Main centres (for example Johannesburg, Pretoria, Cape Town, Durban, Gqeberha and Bloemfontein): approximately [8] to [14] business days after dispatch.
Regional towns and smaller centres: approximately [9] to [15] business days after dispatch.
Outlying and rural areas: approximately [10] to [16] business days after dispatch. Some remote areas may require delivery to the nearest depot or collection point rather than to your door, and an additional surcharge may apply.

If you are unsure whether your area is serviced for door-to-door delivery, please contact us at support@wigsa.co.za before ordering and we will confirm the best delivery option for you.

Order Tracking

As soon as your order is dispatched, we will email you a tracking number and a link so you can follow your parcel's journey.

Tracking information may take up to [24] hours to become active after you receive it, as the courier needs time to scan the parcel into their system.
You can track your order at any time using the link in your dispatch email or on the courier's website.
If your tracking has not updated for more than [2] business days, please contact us at support@wigsa.co.za and we will follow up with the courier on your behalf.

Delivery Address and Accuracy

Please make sure that the delivery address, suburb, postal code and contact number you provide at checkout are complete and correct. We are not able to redirect a parcel once it has been dispatched, and we cannot be held responsible for delays or non-delivery caused by an incorrect or incomplete address.

If a parcel is returned to us because of an incorrect address supplied by you, we will contact you to arrange re-delivery. An additional shipping charge of R[X] may apply for the second delivery attempt.

Failed or Missed Deliveries

Our couriers will generally attempt delivery during business hours and may contact you before arriving. To help your delivery go smoothly, please ensure that someone is available to receive and sign for the parcel, or select a locker / collection point where possible.

Missed door-to-door delivery: if no one is available to receive the parcel, the courier will typically make up to [2] delivery attempt(s). After that, the parcel may be held at the nearest depot for collection or returned to us.
Uncollected locker or depot parcels: parcels sent to a locker or collection point are usually held for [30] day(s). If not collected within that period, the parcel is returned to us.
Returned parcels: if a parcel is returned to us undelivered, we will contact you to arrange re-delivery (an additional shipping fee of R100 may apply) or, where you prefer, a refund of the item value less the original shipping cost.

Damaged, Lost or Missing Parcels

We take great care in packaging your wigs and hairpieces. If your parcel arrives damaged, or if the tracking shows it as delivered but you have not received it, please contact us at support@wigsa.co.za within [2] day(s) of the recorded delivery date so that we can investigate and lodge a query with the courier. Where possible, please keep the original packaging and include photographs of any damage.

This is a shipping policy only. Returns, exchanges and refunds — including the hygiene restrictions that apply to wigs and hairpieces once they have been worn, opened or removed from their original sealed packaging — are dealt with separately in our Refund/Returns Policy. Please read that policy for the conditions and any time limits that apply to returning a product for reasons other than a courier delivery problem.

Your Consumer Rights

Nothing in this Shipping Policy limits your rights under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Under section 44 of the Electronic Communications and Transactions Act, purchases made online may qualify for a cooling-off right allowing you to cancel within the period provided by that Act, subject to the exclusions in the law. Where we agree a specific delivery date or period with you and are unable to meet it, you may have the right to cancel the affected order and receive a refund of amounts paid, in accordance with these laws. The way these rights apply to your order, including any hygiene-related limits on returning wigs and hairpieces, is set out in more detail in our Refund/Returns Policy.

We handle the personal information you provide at checkout (such as your name, delivery address, suburb, postal code and contact number) in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). We share this information with our courier partners only to the extent necessary to deliver your order. Please see our Privacy Policy for full details of how we collect, use and protect your personal information.