This policy applies to products bought from Shop by Charles Elijah. This policy forms part of the Shop by Charles Elijah Terms and Conditions. Nothing in this policy is intended to limit your statutory rights in any way.
- Shipping and delivery shall be subject to availability and receipt of payment.
- Please note that our current lead time for preparing orders is between 2-7 working days.
- You will receive an updated email containing all of the delivery information as well as a tracking number to check up on the location of your order. Shipping takes anything from 3-5 days from when it leaves our studio (area dependent).
- All delivery options only operate on working days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. If there will be a significant delay in your order’s shipment, we will contact you via email or phone.
Shipping rates & delivery
- Our standard delivery fee is R65 to main areas. Free delivery for orders over R1400. (Not on SALE ITEMS). Final shipping fee will be displayed at checkout page after you enter your shipping address.
- Please note: It is the customers responsibility to contact the courier if there are any errors tracking the parcel or to arrange a delivery time if a delivery has been unsuccessful. If a customer would like to know exactly what time a parcel shall be delivered, they will need to contact the courier directly.
- Shop by Charles Elijah does not take any responsibility for Failed/Unsuccessful delivery caused by the following factors:
- Incorrect/Incomplete delivery information.
- Incorrect contact information.
- Failed contact attempts.
- Failed delivery attempt(s) caused by failure to accept goods on the scheduled delivery date.
- If any failed delivery goods are returned to the Shop by Charles Elijah warehouse due to any of the above-named factors, you will be held responsible for any additional shipping fees if we have to resend the parcel.
Pre-order policy
The terms below form part of the terms and conditions of sale and are accepted by the customer on checkout.
- Pre-Order means that the product is currently not in stock. You will proceed through the check out as usual & make full payment when making a Pre-Order. Your order will only be shipped upon arrival of the Pre-Order product, usually as per the date suggested on the product page at time of order placement.
- Please kindly note, Pre-Orders cannot be cancelled/refunded once placed.
- Shop by Charles Elijah is not held liable for any unforeseen delays that may occur if you wish to Pre-Order a product. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind or cancellations.
- If there are any delays beyond what is stipulated in the product description, you will be notified by email.
- If you combine in-stock and pre-order items, ALL items will be shipped together when pre-order items are available.
- Customers will be notified when the pre-order period ends. The pre-order period will be on-going and will last around 4 weeks.
- Shop by Charles Elijah shall not be liable to the pre-ordering customer for any loss and/or damages of any kind suffered in connection with these Terms and Conditions and/or the Pre-Order.
Returns
We offer a 7-day return policy on eligible products. If you’re not happy with a purchase or if it doesn’t fit, we offer exchanges or refunds.
The following Goods cannot be returned:
- We do not offer refunds for book purchases except in the case of a damaged book upon arrival.
- Goods made to Your specifications or clearly personalised/customised
- Goods which according to their nature are not suitable to be returned (ebooks, digital downloads)
Shop by Charles Elijah has sole discretion and reserves the right to refuse returns of any merchandise that does not meet the above criteria.
Only regular priced goods may be refunded. Unfortunately, goods on sale or pre-order items cannot be returned or refunded.
How to Request an Exchange or Refund
Submit your request within 7 days of receiving the goods by emailing hello@charleselijah.com.
Once approved, we can arrange a courier pickup upon request, or you may use your own courier service (excluding post office and locker couriers).
For returns, we will provide the address to deliver to.
Once we have inspected the returned products we will, according to your preference:
- Replace the product (if available); or
- Issue a refund voucher for the purchase price of the product or
- Issue a cash refund (Electronic Transfer/EFT)
Please note that a cash refund is not available if the item/ items was received as a gift. Cash refund will only be available to the original purchaser.
Returning of incorrect goods delivered:
Should we accidentally deliver the wrong product to you or it is missing any parts:
- Please do not remove the product from its original packaging or any of the stickers or labels.
- Notify us as immediately and we will collect the product from you at no charge and deliver the correct item/ items as soon as possible.
Returning of damaged goods:
Every order is packaged with love and care. However, in the unlikely event that any of the items in your order are damaged, kindly read and follow the below procedures.
If your goods arrived damaged, please notify us within 7 working days by emailing
hello@charleselijah.com
We will require the following information to assess where in the delivery process the damage may have occurred:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
- replace the product (if available); or
- issue a refund voucher for the purchase price of the product or
- *Issue a cash refund (Electronic transfer)
*Please note that a cash refund is not available if the item/ Items were received as a gift.
Cash refund will only be available to the original purchaser.
Additional Information
- Goods in transit remain your responsibility until received by CharlesElijah.
- Shop by CharlesElijah cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service.
- Shop by Charles Elijah is unable to issue a refund without actual receipt of the goods returned or proof of received return delivery.
- Once you place an order with us, it means that you accept these terms & conditions.
Our Commitment
We’re dedicated to your complete satisfaction and aim for perfection in quality, service, and value. If an issue arises, we’re here to resolve it promptly.
Need Assistance? For any policy-related questions or concerns, please reach out to us via email.