Shipping, Delivery & Collection Policy

01. Purpose of This Policy

This policy explains the procedures and responsibilities relating to:

• Customer collections
• Courier collections arranged by customers
• Delivery where expressly agreed
• Collection authorisation
• Collection times
• Order readiness
• Risk during transportation
• Incorrect addresses
• Failed collection attempts
• Delayed transportation
• Missing or damaged parcels
• Inspection of goods
• Delivery-related complaints

02. Standard Collection Arrangement

Unless otherwise expressly agreed, orders are made available for collection from:

Customers should wait for confirmation that their order is ready before travelling to the premises or sending a courier.

03. No Standard Delivery Service

Where no delivery arrangement appears on the accepted quotation or order confirmation, the transaction should be treated as a collection order.

04. Customer-Arranged Couriers

Customers are welcome to appoint their own courier company to collect a completed order.

Examples may include:

• Courier companies
• Same-day courier services
• Freight companies
• Customer drivers
• Authorised employees
• Other nominated collection agents

The customer is responsible for arranging and paying their chosen courier unless a different arrangement has been expressly agreed.

05. Courier Acting on Customer's Instructions

Where a customer independently appoints a courier to collect an order, the customer authorises T-Shirts South Africa to release the relevant order to that courier once reasonable collection details have been verified.

To the extent permitted by law and as expressly contemplated by the transaction, the agreed place of delivery for such an order is our collection premises, with the nominated courier collecting on the customer's instructions.

Nothing in this provision excludes a statutory responsibility that cannot lawfully be excluded or transferred.

06. Courier Booking Information

When arranging a courier, customers should provide the courier with:

• T-Shirts South Africa's collection address
• Customer or company name
• Order or invoice number
• Contact person where relevant
• Number of parcels where known
• Any collection reference supplied by us

Customers should ensure that courier booking details are accurate.

07. Do Not Send a Courier Before Confirmation

Estimated production dates are not necessarily confirmation that an order is physically ready for collection.

An order may still require:

• Final quality checking
• Packaging
• Balance payment
• Production completion
• Final order reconciliation

T-Shirts South Africa is not responsible for unnecessary courier costs caused solely because a courier was sent before we confirmed that the order was ready, except where applicable law provides otherwise.

08. Order Readiness

An order is considered ready for collection when T-Shirts South Africa communicates that the order has been completed and is available for release, subject to any outstanding payment or collection requirements.

Readiness may be communicated by:

• Email
• Telephone
• WhatsApp
• Order notification
• Another agreed communication method

09. Outstanding Payments

Where payment remains outstanding and the agreed payment terms require settlement before release, completed goods may be retained until the amount lawfully due has been received and verified.

A courier arriving at our premises does not automatically entitle the courier to collect an unpaid order.

Please see our Payment & Transaction Policy .

10. Collection Authorisation

For security purposes, we may request reasonable information before releasing an order to another person.

This may include:

• Customer name
• Company name
• Invoice number
• Order reference
• Name of the person collecting
• Courier details
• Other reasonable verification

We may decline to release an order where we cannot reasonably establish that the collector has authority to receive it.

11. Collection by Employees or Representatives

Where a customer sends an employee, driver or other representative to collect an order, the customer should ensure that the collector has sufficient information to identify the order.

Release to a person reasonably verified as the customer's authorised collector may constitute collection by the customer, subject to applicable law.

12. Collection Hours

Customers and couriers should confirm applicable collection hours before arriving.

Collection times may vary due to:

• Public holidays
• Business closures
• Operational requirements
• Exceptional circumstances

A courier booking should therefore not be based solely on general website opening hours without confirming order readiness.

13. Inspection on Collection

Where reasonably practicable, customers or their authorised representatives should inspect collected goods promptly.

Checks may include:

• Number of parcels
• Visible external damage
• Product type
• Quantity
• Sizes
• Colours
• Custom branding

The CPA recognises a consumer's right, in relevant circumstances, to a reasonable opportunity to examine goods tendered for delivery.

14. Signing for Collection

A collection record, courier waybill, delivery note or similar document may be used to record that goods have been released.

Signing a collection or transport document does not by itself remove statutory rights relating to latent defects, defective goods or other rights that cannot lawfully be waived.

15. Risk and Customer-Appointed Couriers

Where the customer expressly chooses collection and independently appoints a courier to collect the goods from our premises, the parties contemplate that the courier is collecting on the customer's instructions.

The point at which legal risk passes will depend on the agreed transaction and applicable law.

Under section 19 of the CPA, where applicable and unless the agreement expressly provides or anticipates otherwise, goods remain at the supplier's risk until the consumer has accepted delivery. :contentReference[oaicite:1]{index=1}

16. Courier Terms

A courier appointed directly by the customer is an independent service provider selected by that customer.

The courier's own terms may govern matters such as:

• Transportation charges
• Insurance
• Transit times
• Parcel tracking
• Remote-area surcharges
• Re-delivery
• Claims procedures
• Limits of courier liability

Customers should review those terms directly with their chosen courier.

17. Packaging

We will take reasonable steps to package goods appropriately for collection and ordinary transportation having regard to the nature of the goods.

Customers arranging specialised freight or unusual transport should notify us beforehand if special packaging requirements are needed.

Additional packaging requested by the customer may be chargeable where agreed in advance.

18. Courier Damage

Where goods are damaged during transportation by a courier appointed directly by the customer, the customer should:

1. Record the condition of the parcel where possible
2. Take clear photographs
3. Retain the packaging
4. Notify the courier promptly
5. Notify T-Shirts South Africa if our assistance is required

Responsibility for the loss will depend on the facts, the collection arrangement, courier terms and applicable law.

19. Missing Parcels

If a customer-appointed courier collects an order but the parcel subsequently goes missing in transit, the customer should initially contact the courier using the relevant waybill or tracking number.

T-Shirts South Africa can reasonably assist with confirming:

• Collection date
• Order number
• Number of parcels released
• Courier information recorded at collection

Nothing in this section determines legal responsibility where the circumstances show that loss occurred before lawful collection or delivery.

20. Courier Delays

Where a courier is independently appointed by the customer, estimated transit times are supplied by that courier rather than T-Shirts South Africa.

Transit delays may arise from:

• Traffic
• Weather
• Depot delays
• Route disruptions
• Remote-area delivery
• Incorrect courier details
• Operational disruptions

Customers should deal directly with their selected courier regarding courier-controlled transit times.

21. Delivery Arranged by T-Shirts South Africa

On some orders, T-Shirts South Africa may expressly agree to arrange delivery.

Where we do so, the applicable quotation or order confirmation should identify relevant details such as:

• Delivery destination
• Delivery charge
• Expected delivery period
• Any special delivery conditions

Where T-Shirts South Africa undertakes delivery, the rights and responsibilities applicable to that delivery will be interpreted subject to the CPA, ECTA and other applicable law.

22. Delivery Address

Where delivery by or on behalf of T-Shirts South Africa has been agreed, the customer is responsible for supplying a complete and accurate delivery address.

Please include, where relevant:

• Company name
• Street address
• Building name
• Unit or shop number
• Business park
• Suburb
• City
• Postal code
• Recipient's name
• Contact telephone number

23. Incorrect Delivery Information

Customers should immediately notify us if an agreed delivery address or contact detail is incorrect.

Where incorrect information supplied by the customer causes an additional transport cost, re-delivery charge or delay, reasonable additional costs may be payable where permitted by law and properly disclosed.

24. Delivery Dates

Where a specific delivery date or collection date is important, it should be expressly agreed.

Under section 19 of the CPA, where that section applies and the agreement does not provide otherwise, delivery is to occur on the agreed date and at the agreed time, or otherwise within a reasonable time. :contentReference[oaicite:2]{index=2}

An estimated date is not necessarily a guaranteed deadline unless the parties expressly agree that it is one.

25. Electronic Orders & 30-Day Performance Rule

For qualifying electronic consumer transactions, section 46 of the Electronic Communications and Transactions Act provides that a supplier must execute an order within 30 days after receiving it unless the parties have agreed otherwise.

If the supplier fails to execute within that period or the agreed period, the Act provides the consumer with specified cancellation rights. If ordered goods or services are unavailable, the Act also requires notification and provides for repayment within the statutory period. :contentReference[oaicite:3]{index=3}

Custom-printing customers will commonly agree a different production period because completion depends on artwork, payment, stock and production requirements.

26. Production Time vs Delivery Time

Production time and transportation time are different.

A production estimate should not automatically be interpreted as a courier transit estimate.

27. Delays in Production

Production can be affected by:

• Artwork delays
• Late approval
• Stock shortages
• Payment delays
• Supplier delays
• Equipment issues
• Unexpected production complexity
• Events outside reasonable control

Where a material delay occurs, we will take reasonable steps to communicate with the customer.

28. Failed Delivery Attempts

Where delivery has been specifically arranged and a delivery cannot be completed because:

• No authorised recipient is available
• The premises are closed
• The address is materially incorrect
• Access is refused
• The customer cannot be contacted

a further delivery may need to be arranged.

Reasonable re-delivery costs may be payable where the failed attempt resulted from circumstances attributable to the customer and such charges are permitted by law.

29. Refusal of Delivery

Where delivery is tendered and the goods materially conform to the agreed transaction, customers should not unreasonably refuse delivery.

A consumer may nevertheless exercise any lawful right to reject goods where the circumstances and applicable legislation permit.

30. Damaged Goods on Delivery

Where delivery has been arranged by T-Shirts South Africa and goods appear damaged on arrival, customers should:

• Record visible damage
• Take photographs
• Retain the packaging
• Notify us as soon as reasonably practicable
• Provide the relevant order or invoice number

The matter will be assessed according to the circumstances and applicable consumer law.

31. Incorrect Goods

If goods delivered or released for collection do not correspond with the confirmed order, please contact us promptly.

Examples may include:

• Wrong product
• Wrong colour
• Wrong size
• Wrong quantity
• Incorrect customisation

Available remedies will depend on the facts and applicable law.

32. Partial Orders

We will not intentionally split an order into separate collection or delivery batches unless this is agreed or reasonably necessary and communicated.

Where partial fulfilment is proposed, any additional transport charges should be agreed where the customer is expected to pay them.

33. Uncollected Orders

Customers should collect completed goods within a reasonable time after receiving notification that the order is ready.

If an order remains uncollected for an extended period, we may contact the customer and request collection.

Any storage fee, disposal process or further action concerning long-term uncollected goods will only be applied where there is an appropriate legal or contractual basis and reasonable notice has been given where required.

34. Storage of Completed Orders

Our premises are primarily used for business operations rather than long-term customer storage.

Customers should therefore arrange collection reasonably promptly after being notified that an order is ready.

35. Collection Records

For operational and security purposes, we may maintain records relating to collection or delivery.

These may include:

• Collection date
• Courier or collector details
• Waybill information
• Order reference
• Delivery confirmation
• Signature where appropriate

Personal information contained in these records is handled in accordance with our Privacy Policy.

36. Personal Information Shared With Couriers

Where a courier service is involved, information reasonably necessary for collection or delivery may need to be processed, including:

• Name
• Telephone number
• Delivery address
• Company name
• Order reference

Where a courier is independently appointed by the customer, the customer is responsible for understanding that courier's own privacy practices.

37. International Shipping

Unless expressly agreed in writing for a specific transaction, customers should not assume that T-Shirts South Africa provides international shipping.

Where an international transaction is specifically agreed, matters such as:

• Courier charges
• Customs
• Import duties
• Taxes
• Documentation
• Insurance
• Transit time

must be addressed as part of that specific arrangement.

38. Consumer Protection

Nothing in this policy is intended to exclude, waive or restrict a right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008.

The CPA regulates delivery in consumer transactions and, where its section 19 applies, addresses matters including the agreed delivery date, delivery location, opportunity to examine goods, acceptance and risk. :contentReference[oaicite:4]{index=4}

39. Electronic Transactions

Where an order constitutes an electronic consumer transaction, applicable provisions of the Electronic Communications and Transactions Act 25 of 2002 may also apply.

ECTA requires relevant online suppliers to disclose, among other things, applicable transport costs and the time within which goods will be dispatched or delivered. :contentReference[oaicite:5]{index=5}

40. Events Outside Reasonable Control

Collection, production or agreed delivery may occasionally be affected by circumstances outside reasonable control.

Examples may include:

• Severe weather
• Road closures
• Transport disruptions
• Industrial action
• Power failures
• Supplier disruptions
• Natural disasters
• Government restrictions
• Civil unrest
• Courier network failures

Where such events materially affect an agreed obligation, we will deal with the matter subject to the applicable agreement and law.

41. Delivery & Collection Claims

If you wish to report a problem relating to collection or delivery, please provide:

• Customer or company name
• Order or invoice number
• Collection or delivery date
• Courier name where relevant
• Waybill or tracking number where relevant
• Description of the issue
• Photographs where appropriate

Prompt information assists us in determining where and when the problem occurred.

42. Related Policies

This policy should be read together with:

• Terms of Service
• Payment & Transaction Policy
• Custom Printing & Personalised Products Policy
• Privacy Policy
• Website Disclaimer & Limitation of Liability

43. Changes to This Policy

We may update this Shipping, Delivery & Collection Policy to reflect changes to:

• Collection procedures
• Courier arrangements
• Delivery services
• Business operations
• Applicable legislation
• Regulatory guidance

The latest version will be published on our website together with the applicable revision date.

44. Contact T-Shirts South Africa

For questions concerning collection, courier arrangements or an agreed delivery, contact: