Delivery & Shipping Policy

1. Order processing

Orders are processed after successful payment confirmation. Please check your confirmation and contact us promptly if any order details are incorrect.

Orders are packed and handed to our courier after payment is confirmed.

2. Dispatch and delivery timeframes

Shipping takes 8 to 11 business days (8–11 days) from order confirmation, with tracking.

Processing and courier transit are separate stages. Any delivery estimate communicated for your order is an estimate, not an invented dispatch commitment. We will communicate known material delays and honour applicable statutory delivery and cancellation rights.

3. Free shipping and delivery fees

Orders exceeding R1,000 qualify for FREE SHIPPING. An order of exactly R1,000 does not qualify.

Orders of R1,000 or less may incur a delivery fee. Any applicable fee must be displayed at checkout before payment. Review the final qualifying order total and delivery charge after any discounts.

4. Order confirmation and tracking

You receive order confirmation using the contact details supplied at checkout. Tracking information will be shared where available after dispatch. Tracking updates depend on the courier and may not appear immediately.

If your order has not arrived within the timeframe communicated to you, contact Koel with your order number so we can investigate with the courier.

5. Accurate addresses and contact details

Provide a complete delivery address, postal code and email address. Email us immediately if an address needs correction. We will try to amend it before dispatch; changes after dispatch depend on the courier.

If incorrect details require redelivery, any permitted additional charge will be explained before you agree to it. This does not transfer responsibility for Koel’s or the courier’s own errors to you.

6. Failed delivery attempts

If the courier cannot reach you or access the address, follow its notification instructions or contact us to arrange the next step. Redelivery or collection options depend on the courier. Any lawful additional costs will be disclosed; we do not impose an undisclosed failed-delivery fee.

7. Lost, damaged or incorrect parcels

Contact us if tracking shows an unexplained delivery, your parcel appears lost, or it arrives damaged or with an incorrect item. Keep packaging and send photos where reasonably available to help our investigation; missing photos do not automatically remove your statutory rights.

We will investigate with the courier and arrange the appropriate resolution under applicable consumer law. For defective or incorrect products, see our Returns, Refunds & Exchanges Policy.

8. Public holidays and peak periods

Public holidays, Black Friday demand, courier backlogs, severe weather and unforeseen circumstances may affect processing or delivery. We will share revised estimates where available. These circumstances do not remove legally applicable rights to delivery, cancellation or refunds.

9. Delivery support

Email us at info@koelsleep.co.za.

Include your order number and a description of the problem. Support details are listed on our Contact page.