Shipping and Returns Policy
How can I pay for my Oorah products?
- Credit Card – all credit card payments are securely processed.
- Bank Transfer – make your payment directly into our bank account. Please use your Order ID as the payment reference. Your order will not be shipped until the funds have cleared in our account.
- Snapscan – all snapscan payments are securely processed.
How will my Oorah products be delivered?
We courier your order to almost any address in South Africa. Please note that courier services to remote areas may attract additional delivery fees. We will contact you upon receipt of your order via email if you happen to reside in a remote area. If you do not wish to proceed with the order, because of the increased delivery fee, we will happily refund you. Collect your order at the Oorah Bar. If you live in Cape Town, you can you collect your Oorah products from the Oorah Bar between 7am and 6pm, Monday to Friday, at 8 Lytton Street, Observatory, Cape Town, 7925.
I’m hungry – how long does delivery take?
Your order will be processed within one to two business days of receiving payment confirmation, unless otherwise communicated. If you pay via credit card or snapscan, we receive payment confirmation automatically as soon as you’ve paid. If you pay via bank transfer, we will wait until the funds have cleared before dispatching your order. You can send us proof of payment to try speed up your delivery. Courier delivery takes 1 to 4 working days depending on the order’s destination. All orders are dispatched with our courier, Dawn Wing and arrive within 1 to 4 working days of dispatch. Courier deliveries are made between 9am and 5pm, Monday to Friday. There are no deliveries on weekends or public holidays. If you live in a main city centre, your order will take between 1-2 working days. If you live outside of these main areas, it could take up to 4 working days. Please note that the lead times above are the best case scenarios. We do our best to dispatch orders as they come in and we rely on the couriers not experiencing delays themselves, but we cannot guarantee the lead times, they are just estimates. Please add one working day to be safe. If you need to know exactly how long a particular courier delivery will take, please contact us and we will gladly assist.
It is rare for deliveries to be late, however unforeseen circumstances like adverse weather, closed roads and strikes do happen. As such, ‘late’ delivery is not grounds for a refund or cancellation of the order. However, if your delivery has not been delivered within the estimated times, please contact us with your order number so that we can follow up on the matter.
Do you offer overnight shipping?
Yes, we can arrange overnight delivery for you but additional delivery fees apply for this service. Please note overnight orders must be placed before 12pm ‘the day of’ the order to arrive by the following day. Orders placed after this time will arrive within 48 hrs. Please contact us before 12pm to request overnight shipping.
What is the cost of delivery?
If your order is R500 or more, we are happy to offer you free delivery to any main centre in South Africa, otherwise the delivery charge is R95. Collect for free at the Oorah Bar, at 8 Lytton Street, Observatory, Cape Town.
Do you ship internationally?
We do not currently offer overseas delivery in our checkout process, however we are happy to quote you on an individual basis. Please contact us and let us know what you are interested in purchasing and we will quote you a delivery charge.
What if I’m not home when a courier delivery is attempted?
Courier deliveries are made between 9am to 5pm, Monday to Friday, so you should always provide a delivery address where there will be an appropriate person to sign for the delivery during these times. Work addresses can also be provided. If there is no one around to accept the delivery, the courier company will contact the recipient via telephone so that a new delivery day can be arranged.
Do I have to receive a courier delivery personally?
Anyone at the delivery address can sign as proof of receipt of the delivery, provided they are over the age of 18.
How can I track my order?
We will email you or you will receive an SMS with your parcel’s tracking information the first working day after your order has been sent. You can then track your parcel on the courier’s website.
Where is your warehouse?
We are physically based in Observatory, Cape Town, but since we are an online business we deliver anywhere in Southern Africa. You can place an order with us through our website or via email and we will send your order to you. You can also collect your order from the Oorah Bar between 7am and 6pm, Monday to Friday, at 8 Lytton Street, Observatory, Cape Town, 7925.
What happens if my Oorah order is damaged in transit or the wrong items shipped?
If you do not receive your correct order in perfect condition please let us know immediately so that we can ensure the situation is rectified. Goods are occasionally damaged in transit, and there is no question that these will be replaced. If you can, please do take a photo of the damaged item as this helps our packing team improve the way products are sent. Please notify us within 7 days of receipt of the incorrect or damaged goods.
Can I return any Oorah products?
You are welcome to return any goods purchased within 7 days of receiving them. Unfortunately, we can only accept goods for return that are unopened, still in their original packaging. Oorah must authorise the return. This can be done by contacting us. Please include your order number, item description and reason for return. Once Oorah has authorised your return, you will have to pay to have the item couriered back to us, but as soon as we receive it, we will issue you a refund, assuming the goods are in a saleable condition. Alternatively, we can arrange the collection courier service and invoice you for this, and upon proof of payment from you, we will collect the goods. A refund can only be made to the credit card used to make the purchase and will be for the product only. Our policy is to deduct a 10% handling fee from the original price, but unless a lot of administration has been necessary to get the item back, we usually turn a blind eye to it.
What if my Oorah products are defective?
At Oorah, we are dedicated to making sure that we bring you only the best products. As such, in the highly unlikely event that your Oorah products are defective, please contact us and we will consider a refund on an individual basis. Claims for defective products must be made within 7 days after receipt of goods.
- The products ordered were part of a promotion or special.
- If claims for defective products are not made within 7 days after receipt of goods.
- The products have been opened or the customer has sampled and does not like the products.
- If there is a sudden change of price. Prices are subject to change without prior notice due to fluctuation in exchange rates.
- Change of mind.
Please note: Oorah is not responsible for the freight costs of return if the cause of return is not our fault. If credit / refund / replacement is agreed upon, this will only be issued once the original items have been returned to Oorah at the address provided.