Orders outside Windhoek are sent using available courier partners such as NamPost or Hardap Courier. Once dispatched, we will provide the relevant waybill or tracking information.

Please wait for confirmation that your order is ready before travelling to the shop. Collection is available during our business hours: Monday-Friday 08:00-17:00 and Saturday 09:00-13:00.

Orders of N$1,500 or more qualify for free delivery where indicated at checkout. The available option may depend on the delivery destination.

Request a change-of-mind return within 7 calendar days of receipt or collection, with proof of purchase. Goods must be unused, unopened, sealed and in their original packaging and resaleable condition. Contact us first for return instructions and return the goods promptly as agreed. Opened, used, decanted, tampered-with or contaminated goods are not accepted for change-of-mind returns because of hygiene, contamination and product-integrity risks.

You pay return delivery costs for change-of-mind returns; original delivery charges are not refundable unless required by law. We cover reasonable return costs for confirmed defective, damaged or incorrectly supplied goods for which we are responsible. Opening a product does not remove a valid defect claim, and the 7-day policy does not limit mandatory rights.

Approved refunds are processed within 5 working days after cancellation approval or receipt and inspection of returned goods, as applicable. Working days for refunds mean Monday–Friday, excluding public holidays. Refunds are made by EFT to verified bank details supplied by the purchaser, except where law or payment-provider rules require another method. Your bank may take additional time to reflect the credit.

For a customer-requested cancellation or change-of-mind return, we may deduct actual, reasonable bank charges incurred in processing the refund, only where lawful and disclosed before you proceed. No such deduction applies to our error, a confirmed defect for which we are responsible, or a refund legally required in full. We will explain the refund calculation.

Unpaid orders are cancelled after 3 calendar days and stock reservations released. Contact us promptly to cancel a paid order; accepted cancellations are refunded under the rules above. After dispatch, the returns process applies, subject to mandatory rights.

Send complaints to [email protected] or contact 0856628598. Include your name, order number or proof of purchase, product and batch details where available, date received, a description of the problem, and clear photographs of the product, label and packaging. If photographs cannot show the issue or cannot reasonably be supplied, contact us for an alternative assessment. Stop using a suspected defective product and retain it for inspection.

We may request further information or a return to assess the complaint. Depending on the findings and applicable rights, remedies may include replacement, repair where appropriate, a price reduction by agreement or refund. A complaint is not rejected solely because an inherent defect became apparent after opening or after our change-of-mind period.

Notify us promptly if a parcel is late, missing, damaged or incorrectly marked delivered. Supply your order number, delivery details and tracking number; for damage, attach photographs of the parcel, label and contents and retain the packaging. We will investigate with the courier and keep you informed. For confirmed loss or damage for which we are responsible, remedies include replacement or refund, as appropriate and required by law.

Weather, transport interruptions or other events beyond reasonable control may delay delivery. We will take reasonable steps to resolve the delay and discuss alternatives. These events do not remove rights or refund obligations that cannot legally be excluded.