Shipping & Delivery Policy

1. Delivery costs

• Flat courier fee of R149 per order nationwide.
• Free courier on all orders over R5 000 (calculated on the product subtotal, including VAT).
• Collection from our Mbombela showroom is free, by appointment.
• Outlying areas with bulky equipment may require a custom quote; we always confirm before dispatch.

2. Estimated timelines

These estimates exclude weekends, public holidays and force majeure events. If a delay is expected, we contact you with a realistic date rather than leaving you to wonder.

• Mbombela: 1–2 business days after payment clears.
• Johannesburg, Pretoria, Durban and major centres: 2–4 business days.
• Regional and outlying areas: 3–7 business days.
• Large appliances (Lumen oven, Polaris fridge): add 1 business day for two-person delivery scheduling.
• Orders paid before 12:00 on a business day are usually dispatched the same day.

3. Order processing

We send a secure payment link within one business hour of checkout. Stock is held for 24 hours while you pay. Once payment reflects, we pack, weigh and book the courier, then email and WhatsApp your waybill number.

4. Delivery requirements

• An adult must be available to receive and sign for the delivery.
• Bulky items require safe access: confirm lift dimensions, doorway widths, stairs and a loading zone.
• If access is unsuitable, the courier may return the item; a re-delivery fee of R299 applies.
• We do not deliver to PO boxes. Farm and rural addresses may use a local depot collection point.

5. Risk and damage in transit

Risk passes to you on collection by the courier. Please inspect parcels on arrival. If a box is visibly damaged, note it on the courier’s waybill, photograph the box and product within 48 hours, and email sales@velroviagroup.co.za. We arrange a free replacement or a full refund, including delivery costs, where we or the courier are at fault.

6. Collection

Choose collection at checkout and we will confirm a slot. Bring your order number and, for company orders, the purchase order reference. Collections are available Monday to Thursday 08:00–17:00, Friday 08:00–16:00 and Saturday 09:00–12:00 by arrangement.

7. International and cross-border

We ship to Namibia, Botswana, Lesotho, Eswatini, Zimbabwe and Zambia on request. Cross-border orders are quoted individually and may attract import duties, VAT and clearance charges payable by the recipient. Delivery timelines depend on customs clearance.

8. Incorrect addresses

Please double-check your address at checkout. If an order is returned because of an incorrect address or repeated failed delivery attempts, we will refund the product value less the original and return courier costs, or re-dispatch once a corrected address and re-delivery fee are received.