1. Shipping

1.1 Order Processing Times

• Orders are usually processed within 2–3 working days after payment reflects in our account.
• Orders placed over weekends or public holidays will be processed on the next working day.
• If an item is out of stock or delayed, we will contact you to discuss alternatives or timing.

1.2 Delivery Areas & Timeframes

• RAWELLE ships nationwide within South Africa using trusted courier partners.
• Delivery typically takes between 2–5 working days after dispatch, depending on your area.
• Outlying or remote areas may take a little longer.

1.3 Shipping Fees

• Shipping charges are calculated at checkout based on your delivery address and parcel size/weight.
• Any promotional free-shipping offers will be clearly indicated on our website or marketing material.

1.4 Order Tracking

• Once your order has been dispatched, you will receive a tracking link or waybill number via email or SMS (where available).
• Please allow up to 24 hours for tracking information to update after dispatch.

1.5 Incorrect Address / Failed Delivery

• Please ensure that your delivery address and contact details are correct when placing your order.
• If a parcel is returned to us due to an incorrect address or repeated failed delivery attempts, re-shipping fees may apply.

2. Returns & Refunds

2.1 General Policy

• Due to the nature of our products (cosmetic ingredients, oils and raw materials), we can only accept returns under specific conditions as outlined below.
• To request a return, please contact us within 7 days of receiving your order.

2.2 Eligible Returns

You may be eligible for a return or replacement if:

• You received the wrong product or quantity compared to your order confirmation.
• Your products arrived damaged or leaking.
• A product is clearly defective or not as described on our website.

2.3 Non-Returnable Items

For safety, hygiene and quality control reasons, we are unable to accept returns on:

• Opened or used products.
• Products where the seal, label or packaging has been broken, tampered with or removed.
• Custom orders, special blends, or made-to-order items.
• Digital downloads, recipes or educational materials.

2.4 How to Request a Return

If you believe your order qualifies for a return, please:

• Contact us at info@rawelle.co.za within 7 days of delivery.
• Include your order number, full name, and a brief description of the issue.
• Attach clear photos of the product, packaging and any damage (if applicable).

Our team will review your request and respond with the next steps.

2.5 Refunds & Store Credit

• Where a refund is approved, it will be processed to the original payment method or as store credit, at our discretion.
• Refund processing times may vary depending on your bank or payment provider.

2.6 Exchanges

• In some cases, we may offer a replacement product instead of a refund.
• Replacement items will be shipped once the issue has been confirmed and agreed with you.

2.7 Return Shipping Costs

• If a return is due to our error (incorrect item, damaged or defective product), RAWELLE will cover reasonable return shipping or arrange collection.
• If a return is due to customer error (incorrect product ordered, change of mind), return shipping costs may be for the customer’s account, where a return is accepted.

3. Contact

If you have any questions about our Shipping & Returns Policy, or need help with an existing order, please contact us:

• Email: info@rawelle.co.za
• Tel & WhatsApp: +27 82 513 8139

This policy is a general guide and may be updated from time to time. Please refer to the latest version on our website at the time of ordering.