Shipping policy

AERIAL™ SHIPPING & DELIVERY POLICY

This Shipping & Delivery Policy explains how Aerial™ processes and delivers orders placed through our online store.

By placing an order with Aerial™, you acknowledge and agree to the delivery terms below, subject always to your rights under applicable South African law.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded under South African law.

1. DELIVERY WITHIN SOUTH AFRICA

Aerial™ currently delivers orders within the Republic of South Africa.

Orders are delivered using Aramex Store-to-Door Courier or another suitable delivery service selected by Aerial™ where reasonably necessary.

Aramex Store-to-Door provides delivery to physical addresses and does not deliver to P.O. Boxes.

2. DELIVERY TIMEFRAME

Estimated delivery: 8–11 business days

Orders are generally expected to arrive within approximately 8–11 business days from the date the order has been successfully processed and dispatched.

Business days are Monday through Friday and exclude South African public holidays.

The 8–11 business day timeframe is an estimated delivery timeframe and not a guaranteed delivery date, particularly where delays occur due to circumstances outside Aerial™'s reasonable control.

The delivery timeframe may be affected by:

  • courier delays;
  • courier network congestion;
  • unusually high order volumes;
  • remote or outlying delivery locations;
  • incorrect or incomplete delivery information;
  • unsuccessful delivery attempts;
  • severe weather;
  • flooding;
  • fires;
  • road closures;
  • accidents;
  • strikes or labour disruptions;
  • civil unrest;
  • public holidays;
  • natural disasters;
  • power or telecommunications interruptions;
  • government restrictions;
  • security incidents;
  • customs or regulatory issues where applicable; or
  • other circumstances beyond Aerial™'s reasonable control.

Aramex states that its standard Store-to-Door delivery can take approximately 24–72 hours for main centres after collection, while remote or outlying areas may take longer depending on service frequency.

The Aerial™ 8–11 business day estimate therefore allows for our order-processing and fulfilment period in addition to courier transit time.

3. ORDER PROCESSING

Orders are processed after payment has been successfully received and verified.

Orders placed on weekends or South African public holidays will generally begin processing on the next applicable business day.

Once your order has been dispatched to the courier, you will receive tracking information where tracking is available.

Please ensure that the delivery information provided during checkout is accurate and complete.

4. TRACKING YOUR ORDER

Where available, Aerial™ will provide a tracking number once your order has been handed to the courier.

Customers are responsible for monitoring their tracking information and responding to reasonable courier requests regarding delivery.

Tracking information may take some time to update after a parcel has been collected.

A tracking status that has not updated immediately does not necessarily mean that your parcel has been lost or is no longer moving through the courier network.

5. DELIVERY DELAYS

Aerial™ works to dispatch and deliver orders as quickly as reasonably possible.

However, Aerial™ does not guarantee that every order will arrive within the estimated 8–11 business day timeframe.

Aerial™ will not be responsible for delays caused solely by events or circumstances outside our reasonable control, including courier delays, extreme weather, road closures, strikes, civil unrest, natural disasters, unusually high courier volumes, or other force-majeure circumstances.

Where a delay occurs, Aerial™ may assist the customer in communicating with the courier and tracking the shipment.

Important

This provision does not remove or limit any statutory rights you may have under South African law.

Where a statutory right to cancel, refund, reject goods or obtain another remedy arises because an order has not been executed within the applicable legally agreed period, that right will continue to apply.

For online transactions, section 46 of the Electronic Communications and Transactions Act provides that a supplier must execute an order within 30 days unless the parties have agreed otherwise. If the supplier fails to execute the order within 30 days or within the agreed period, the consumer may have a right to cancel with the required notice.

6. COURIER DELAYS

Once a parcel has been handed to the courier, delivery is performed through the courier's network.

Aerial™ is not responsible for delays caused solely by the courier where Aerial™ has properly processed and handed over the order and has otherwise complied with its obligations.

However, Aerial™ will reasonably assist customers with tracking and courier enquiries where appropriate.

Nothing in this section excludes any liability or consumer right that cannot legally be excluded.

7. REMOTE AND OUTLYING AREAS

Deliveries to remote, regional or outlying areas may take longer than deliveries to major centres.

Additional delivery charges may apply to certain specialised or remote delivery areas where imposed by the courier.

Aramex specifically states that outlying or regional areas may take longer than its standard delivery timeframe because service frequency cannot always be guaranteed.

If additional charges are required before delivery can be completed, Aerial™ or the courier may contact you where reasonably necessary.

8. FAILED DELIVERY ATTEMPTS

Customers are responsible for providing a delivery address where the parcel can reasonably be received.

Please ensure that:

  • the address is complete and accurate;
  • the recipient's name is correct;
  • the recipient can reasonably be contacted;
  • access instructions are provided where necessary; and
  • someone is available to receive the parcel when required.

If delivery cannot be completed because:

  • the address supplied is incorrect or incomplete;
  • nobody is available to receive the parcel;
  • the recipient refuses delivery;
  • the recipient cannot be contacted;
  • access to the property is unavailable; or
  • the customer otherwise prevents delivery,

the parcel may be returned to Aerial™ or held by the courier.

Additional delivery or redelivery costs may apply where the failure was caused by information or circumstances attributable to the customer, to the extent permitted by law.

9. INCORRECT DELIVERY ADDRESS

Please carefully check your delivery address before completing your order.

If you provide an incorrect or incomplete address, contact Aerial™ as soon as possible.

Once an order has been collected by the courier, Aerial™ may not be able to change the delivery address.

If the courier charges a fee to redirect or redeliver a parcel because the customer supplied incorrect or incomplete delivery information, the customer may be responsible for that additional cost, where legally permissible.

10. LOST PARCELS

If your tracking information indicates that your parcel may have been lost, please contact Aerial™.

Aerial™ will reasonably investigate the shipment with the courier.

Where appropriate, Aerial™ may open a courier investigation or claim.

Customers should not independently open multiple claims with the courier and Aerial™ for the same shipment without informing us.

Aerial™ will deal with confirmed lost shipments in accordance with applicable law and the applicable courier terms.

11. DAMAGED PARCELS

Please inspect the parcel when you receive it.

If the outer packaging appears significantly damaged, please photograph the packaging before opening it where reasonably possible.

If the product itself has been damaged during delivery, contact Aerial™ as soon as reasonably possible and provide:

  • your order number;
  • photographs of the parcel;
  • photographs of the packaging;
  • photographs of the damaged product; and
  • a description of the damage.

Please retain the packaging until the matter has been resolved.

Reporting damage promptly helps Aerial™ investigate the matter with the courier and insurer.

Your statutory rights regarding defective or damaged goods remain unaffected.

12. DELIVERY ACCEPTANCE

Delivery may require a signature or other confirmation of receipt depending on the courier's procedures.

Aramex Store-to-Door states that its deliveries are made against a signature from the receiver.

Customers should ensure that an authorised person is available to receive the parcel.

13. COURIER INSURANCE

Aerial™ may use the courier's available shipment insurance or goods-in-transit protection where applicable.

Aramex Store-to-Door currently states that its service includes R1,000 Marine GIT cover subject to a R100 excess and the applicable insurance terms and conditions.

The existence or amount of courier insurance does not limit any statutory rights or remedies that may apply between Aerial™ and the customer.

14. DELIVERY TIME IS AN ESTIMATE

The 8–11 business day timeframe should be understood as an estimated timeframe rather than a guaranteed arrival date.

Aerial™ will make reasonable efforts to meet this estimate but cannot guarantee the exact date or time on which a courier will arrive.

Customers should therefore avoid making time-sensitive arrangements that depend on delivery occurring on a particular day.

15. EVENTS OUTSIDE OUR REASONABLE CONTROL

Aerial™ will not be responsible for failure or delay caused by circumstances that Aerial™ could not reasonably prevent or control.

These may include, without limitation:

  • natural disasters;
  • severe weather;
  • flooding;
  • fires;
  • earthquakes;
  • road closures;
  • accidents;
  • strikes;
  • labour disputes;
  • civil unrest;
  • riots;
  • acts of terrorism;
  • war;
  • government action or restrictions;
  • public-health emergencies;
  • widespread courier disruptions;
  • infrastructure failures;
  • telecommunications failures;
  • power outages;
  • unusually high courier volumes;
  • security incidents;
  • or other force-majeure events.

Where such an event occurs, Aerial™ will make reasonable efforts to resume fulfilment and delivery as soon as reasonably practicable.

This provision does not remove statutory rights that cannot lawfully be excluded.

16. DELIVERY LIABILITY

To the maximum extent permitted by South African law, Aerial™ will not be liable for indirect, consequential or economic losses arising solely from a delay in delivery, including loss of income, loss of business opportunity or inconvenience caused by a delayed shipment.

However, nothing in this policy excludes or limits:

  • liability that cannot legally be excluded;
  • statutory consumer rights;
  • liability arising from Aerial™'s own unlawful conduct; or
  • any remedy that a consumer is legally entitled to claim.

17. OUR RESPONSIBILITY

Aerial™ remains responsible for properly processing orders and arranging delivery.

We will take reasonable steps to:

  1. process your order after successful payment;
  2. prepare the product for shipment;
  3. provide the courier with the correct delivery information supplied by you;
  4. hand the order to the courier;
  5. provide tracking information where available; and
  6. reasonably assist with delivery problems.

18. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • providing accurate delivery information;
  • providing a valid physical delivery address;
  • ensuring someone can receive the parcel where required;
  • responding to courier communications;
  • monitoring tracking information;
  • providing any necessary access information; and
  • notifying Aerial™ if there is an issue with delivery.

19. SHIPPING FEES

Any applicable shipping fee will be displayed during checkout before the customer completes the purchase.

Aerial™ reserves the right to change shipping fees from time to time, provided the applicable fee is clearly communicated before the order is completed.

20. STATUTORY CONSUMER RIGHTS

Nothing in this Shipping Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under South African law.

In particular, this policy is subject to applicable provisions of:

  • the Consumer Protection Act 68 of 2008 (CPA); and
  • the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Where mandatory South African law conflicts with this Shipping Policy, the applicable law will prevail.

21. CONTACT

For shipping and delivery enquiries, please contact:

Aerial™ Customer Support

Email: [INSERT CUSTOMER SUPPORT EMAIL]

Website: [INSERT WEBSITE]

When contacting us regarding an order, please include your order number so that we can assist you as quickly as possible.

Aerial™ reserves the right to update this Shipping & Delivery Policy from time to time. The version applicable to an order will generally be the version in effect when that order was placed, subject to applicable law.