Femaura Shipping Policy

At Femaura, we aim to deliver your order safely, efficiently and with care. This Shipping Policy explains our delivery process, estimated delivery times and important information about shipping delays.

This policy applies to orders placed directly through the Femaura online store.

1. Delivery Method

Femaura uses Aramex Store-to-Door delivery for customer orders.

Orders are delivered to the delivery address provided by the customer at checkout.

Please ensure that your delivery details are complete and correct before placing your order. Femaura is not responsible for delivery issues caused by incorrect, incomplete or outdated delivery information provided by the customer.

2. Estimated Delivery Time

Our estimated delivery timeframe is:

8 to 11 business days

Business days exclude weekends and South African public holidays.

Delivery times are estimates and may vary depending on your location, courier capacity, public holidays, peak shopping periods, weather conditions, strikes, operational delays or other circumstances outside our reasonable control.

3. Order Processing

Once your order has been placed and payment has been confirmed, your order will be prepared for dispatch.

You will receive shipping or tracking information once your order has been handed over to the courier, where tracking is available.

4. Courier Delays

While we aim to deliver within the estimated timeframe, delays may sometimes occur.

Femaura is not responsible for delays caused by:

• Aramex or courier network delays;
• incorrect or incomplete delivery details supplied by the customer;
• failed delivery attempts;
• the customer being unavailable to receive the order;
• public holidays;
• extreme weather;
• strikes, protests or road closures;
• high-volume shopping periods;
• events outside our reasonable control.

However, if a delay occurs, we will assist where reasonably possible by following up with the courier and helping you track your order.

Nothing in this policy removes or limits any rights you may have under applicable South African law.

5. Failed Delivery Attempts

If the courier attempts delivery and the customer is unavailable, the courier may attempt re-delivery or contact the customer to make further arrangements.

If delivery fails because the customer was unavailable, provided incorrect details, or did not respond to courier communication, additional delivery fees may apply.

6. Incorrect Delivery Details

Customers are responsible for providing accurate delivery information at checkout.

If an order is delayed, lost or returned to us because the customer provided incorrect or incomplete delivery details, Femaura may charge an additional courier fee to resend the order.

If the order is returned to us and the customer chooses not to have it resent, courier fees may be deducted from any refund where permitted by law.

7. Delivery Address Requirements

Aramex Store-to-Door delivery requires a valid physical delivery address.

We may not be able to deliver to P.O. boxes, incomplete addresses or locations not serviced by the courier.

8. Order Tracking

Where tracking is available, tracking details will be sent to the customer after dispatch.

Customers are responsible for monitoring their tracking updates and ensuring that someone is available to receive the order.

9. Lost or Damaged Parcels

If your parcel appears to be lost, damaged or incorrectly delivered, please contact us via the Contact page on our website as soon as possible.

You may be asked to provide:

• your order number;
• tracking details;
• photos of damaged packaging or products, where applicable;
• any communication received from the courier.

Femaura will investigate the matter with the courier and assist with a suitable resolution where appropriate.

10. Damaged Items on Arrival

If your order arrives damaged, please contact us as soon as possible through the Contact page on our website.

Please include clear photos of:

• the damaged item;
• the outer packaging;
• the shipping label;
• any visible courier damage.

This helps us assess the issue and raise the matter with the courier if necessary.

11. Delivery Fees

Delivery fees, where applicable, will be shown at checkout.

Delivery fees are generally non-refundable unless the return or refund is due to an error by Femaura, a confirmed defective item, or another reason required by law.

12. Delays Beyond the Estimated Timeframe

If your order is delayed beyond the estimated delivery period, please contact us via the Contact page on our website so that we can investigate the delay with Aramex.

If we are unable to fulfil your order, or if the delay becomes unreasonable, we will communicate with you and provide a suitable resolution in line with applicable South African law.

13. Risk of Delivery

Once an order has been delivered to the delivery address provided at checkout, the order will be considered delivered.

If someone at the delivery address accepts the parcel on your behalf, this will be treated as successful delivery.

Femaura is not responsible for loss or theft after a parcel has been successfully delivered to the address provided by the customer.

14. Changes to This Shipping Policy

Femaura may update this Shipping Policy from time to time to reflect changes in our delivery process, courier partners, legal requirements or business operations.

The latest version of this policy will be available on our website.

15. Contact

If you have any questions about your order, delivery or shipping status, please get in contact with us via the Contact page on our website.