Shipping policy

Delivery Coverage

We ship to all locations within South Africa. International orders are not currently accepted. Delivery is available to residential addresses, business addresses, and office locations across the country.

Processing Time

All orders placed before 12h00 on weekdays will be processed and prepared for dispatch on the same working day. Orders placed after 12h00 or on weekends will be processed on the next working day. Processing time typically takes 1 to 2 working days from order placement to handover to the courier.

Delivery Timeframes

Once your order is dispatched, delivery typically takes 3 to 10 working days depending on:

• Destination location (Johannesburg and surrounding areas: 3–5 days; provincial: 5–10 days)

• Product availability and order complexity

• Courier workload and network availability

These are estimates; actual delivery times may vary. We are not liable for delays caused by courier services, weather, or circumstances beyond our control.

Shipping Carriers

We use the following shipping partners to deliver your orders:

• Postnet

• Courier Guy

• Internal Kiboko Coffee Co logistics (for select locations)

You will receive a tracking reference via email once your order is dispatched. Use this reference to track your parcel with the courier.

Address Requirements

When placing your order, ensure your delivery address is complete and accurate, including:

• Full street address or complex name

• Unit or apartment number (if applicable)

• Suburb and postal code

• Contact phone number

Address changes are not permitted after payment has been received. If you need to change your delivery address, you must contact us immediately before dispatch.

Recipient Responsibility

You are responsible for ensuring someone is available at the delivery address to receive your parcel. Delivery drivers require a signature for parcel handover. If no one is available, the courier may leave the parcel at a depot for collection or attempt redelivery.

Tracking Your Order

Order confirmation and shipping notification emails include a tracking number and link. You can use this to track your parcel in real-time on the courier's website. For questions about tracking, contact us with your order number.

Delivery Proof

Delivery is considered complete when the parcel is signed for at the address provided. The courier's electronic record serves as proof of delivery. If you did not personally receive the parcel, any person at the delivery address who accepted and signed for it constitutes valid delivery.

Non-Delivery

If a parcel is not delivered and the courier indicates "address not found" or "recipient refused," contact us immediately. We will investigate with the courier and may request payment for redelivery or storage fees incurred by the courier. If the parcel cannot be redelivered after a reasonable period (typically 5–7 days), it may be returned to our warehouse and a refund issued minus any courier costs.

Lost Parcels

If your parcel is lost in transit, report it to us within 24 hours of the last delivery attempt. We will file a claim with the courier on your behalf. Couriers typically investigate for 30 days. If the claim is denied or the parcel is not recovered, we will offer a replacement shipment or full refund at our discretion.

Shipping Costs

Shipping costs are calculated at checkout and based on destination, package weight, and dimensions. Shipping fees are non-refundable unless the order is cancelled before dispatch. Free shipping may be available for orders over a specified amount or for specific products; promotional offers are stated at checkout.

Contact Us

For shipping questions or delivery issues, contact us:

Email: hello@kibokocoffeco.com