Shipping policy

SHIPPING & DELIVERY POLICY

The Art of Sustainable, Bespoke Luxury

At SMOOSH Luxury, we reject the compromise of mass production. To uphold our core values of exclusivity and meticulous craftsmanship, we operate on a dedicated Pre-Order Model. Each piece is carefully crafted, finished, and packaged exclusively for you, ensuring that true quality takes precedence over speed.

1. OUR PRE-ORDER PHILOSOPHY

  • Bespoke Creation: We do not maintain bloated warehouse inventories. When you place an order, our artisans begin the final assembly, tailoring, and quality inspection of your selected item.

  • Environmental Mindfulness: This intentional production model drastically reduces material waste, aligning with our commitment to sustainable, service-driven innovation across the continent.

  • Payment & Allocation: Your order guarantees the immediate allocation of premium raw materials. Production and fulfilment timelines commence as soon as your payment reflects securely in our account.

2. DOMESTIC DELIVERY TIMEFRAMES

Because every item is prepared to order, we utilise an extended, reliable delivery window to ensure your luxury piece arrives in flawless condition. We offer complimentary premium to-your-door delivery across South Africa:

ALL DESTINATIONS ESTIMATED TRANSIT WINDOW DELIVERY TYPE
National Delivery (All SA Provinces & Hubs) 7 – 14 Working Days Premium Door-to-Door Courier

> Please Note: Working days exclude weekends and observed South African public holidays. Deliveries take place between 08:00 and 17:00 on weekdays.

3. HIGH-VALUE SHIPMENT SECURITY

Because our collections represent premium investments, we implement stringent security protocols to ensure your pre-ordered piece arrives safely:

  • Full Transit Insurance: Every shipment is fully insured by SMOOSH Luxury against loss, theft, or damage during transit, up until the moment it is signed for.

  • Signature Required upon Delivery: To safeguard your purchase, our couriers will only hand over packages upon receiving a physical signature and an identity check from an adult at the specified address.

  • Corporate Concierge Deliveries: If your delivery address is a corporate office, secure business park, or residential estate with a central reception, our courier is authorized to deliver to the designated mailroom, concierge, or receptionist, whose signature will constitute successful delivery.

4. TRACKING YOUR JOURNEY

Transparency is central to our relationship with you.

  • As your piece nears the final stages of artisanal assembly, you will receive a production update.

  • Once dispatched from our fulfillment studio, an automated notification via email or SMS will provide you with a direct real-time tracking link, allowing you to monitor its final transit from us directly to your door.

5. INCORRECT ADDRESSES & RE-DELIVERY FEES

  • Please review and ensure that your physical shipping address, postal code, and mobile contact number are absolutely accurate at checkout.

  • In compliance with South African e-commerce logistical guidelines, SMOOSH Luxury cannot be held liable for packages delivered to an incorrect address provided by the buyer.

  • Should a delivery fail repeatedly due to incorrect instructions or absence of an authorised recipient, a secondary delivery attempt fee may be billed before re-shipment.

6. EXPORT & INTERNATIONAL SHIPPING

For our international collectors seeking signature SMOOSH Luxury pieces outside South African borders:

  • Cross-border fulfilment is routed via express international networks (including DHL Express and FedEx).

  • Extended International Timelines: International pre-orders may require an additional 3–5 working days beyond our standard 7–14 working days window to account for cross-border logistics and customs clearings.

  • Duties and Taxes: Please note that international orders may be subject to local import customs duties and VAT levied by the destination country, which remain the sole responsibility of the customer.