Shipping policy

SHIPPING POLICY

At ELTHIRAL, every order is carefully prepared and packaged before making its way to you.

This Shipping Policy explains how orders are processed and delivered within South Africa.

ORDER PROCESSING

Orders are processed after successful payment confirmation.

Please allow 1–2 business days for in-stock orders to be prepared and dispatched, unless otherwise stated on the product page.

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

During launches, promotional periods or periods of high order volumes, processing may take slightly longer. Where a significant delay is expected, we will make reasonable efforts to communicate this to you.

Please note: Orders containing pre-order items are subject to the pre-order waiting period outlined below. The standard 1–2 business day processing period only begins once the applicable pre-order waiting period has passed and the item is available for fulfilment.

DELIVERY WITHIN SOUTH AFRICA

ELTHIRAL currently delivers throughout South Africa using trusted third-party courier services.

Once an order has been dispatched, delivery generally takes approximately:

Major cities and metropolitan areas: 1–3 business days
Regional or outlying areas: 2–5 business days

These delivery timeframes are estimates and begin from the date of dispatch, not the date the order was placed.

Delivery times may vary depending on your location, courier operations, public holidays, weather conditions or circumstances outside our reasonable control.

FREE SHIPPING ON WIGS

ELTHIRAL offers complimentary standard delivery on wig purchases within South Africa.

Where an order contains both a wig and ELTHIRAL haircare products, the order will qualify for complimentary standard delivery unless otherwise indicated at checkout.

HAIRCARE DELIVERY

Orders containing haircare products only are subject to a delivery fee.

The applicable delivery charge will be displayed at checkout before payment is completed.

PRE-ORDERS

Certain ELTHIRAL products may be made available for pre-order when they are not currently available for immediate dispatch.

Where a product is marked as a Pre-Order, the estimated waiting period will be stated on the relevant product page.

ELTHIRAL pre-order items have an estimated waiting period of no less than 3 weeks, unless a different timeframe is specifically stated on the product page.

How Pre-Order Timing Works

The pre-order waiting period is separate from our standard processing and courier delivery times.

For pre-order purchases, the applicable pre-order waiting period must first lapse before the order enters our standard 1–2 business day processing period.

The order timeline therefore works as follows:

Pre-order waiting period (minimum 3 weeks) → Order processing (1–2 business days) → Courier delivery

This means that the minimum 3-week pre-order waiting period does not include processing or courier delivery time.

Once the pre-order item becomes available, your order will enter our normal processing stage. Once dispatched, the applicable courier delivery timeframe will begin.

Please consider the full expected timeframe before placing a pre-order.

Orders Containing Pre-Order & In-Stock Items

If your order contains both in-stock and pre-order products, the order will ordinarily be dispatched together once the pre-order item becomes available.

This means that any in-stock items included in the same order may also be held until the pre-order waiting period has passed.

If you would prefer available items to be dispatched separately, please contact ELTHIRAL Customer Care. Additional delivery charges may apply where applicable.

Pre-Order Delays

Pre-order timeframes are based on the expected availability of the relevant product and are therefore estimates.

If there is a significant delay beyond the timeframe communicated to you, ELTHIRAL will make reasonable efforts to notify you and provide updated information.

Any cancellation or refund rights available to you under applicable South African consumer law remain unaffected.

ORDER TRACKING

Once your order has been dispatched, tracking information will be provided where available.

Please allow some time for the courier's tracking system to update after receiving your dispatch notification.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address, contact number and any other information reasonably required by the courier to complete delivery.

Please check your delivery information carefully before submitting your order.

If you notice an error after placing your order, contact ELTHIRAL as soon as possible. We will make reasonable efforts to assist before dispatch, but we cannot guarantee that delivery information can be changed once an order has been handed to the courier.

Additional delivery costs resulting from an incorrect or incomplete address supplied by the customer may be charged to the customer where permitted by law.

DELIVERY ATTEMPTS

Please ensure that someone is available to receive your parcel at the delivery address.

If the courier is unable to complete delivery, further delivery attempts or collection arrangements will be subject to the courier's procedures.

Additional charges resulting from repeated unsuccessful delivery attempts may be payable by the customer where the failed delivery was due to circumstances within the customer's control.

DELAYED ORDERS

While we work with courier partners to deliver orders within the estimated timeframes, occasional delays may occur.

Once an order has been dispatched, courier delays may be outside ELTHIRAL's direct control. However, if your parcel appears to be significantly delayed, please contact us and we will assist with following up with the courier.

LOST OR DAMAGED PARCELS

If your parcel arrives visibly damaged, please photograph the external packaging before opening it where reasonably possible.

If your order is damaged during delivery, contains an incorrect item or appears to be missing items, please contact ELTHIRAL as soon as reasonably possible and provide:

Your order number;
A description of the issue; and
Clear photographs or video where relevant.

We will investigate the matter and provide the appropriate resolution in accordance with applicable South African consumer law.

If tracking indicates that a parcel has been delivered but you have not received it, please contact us so that we can raise the matter with the relevant courier.

CHANGES OR CANCELLATIONS BEFORE DISPATCH

If you need to request a change or cancellation, please contact us as soon as possible after placing your order.

We cannot guarantee that an order can be changed or cancelled once it has entered the fulfilment process or has been dispatched.

For pre-order purchases, please refer to the applicable pre-order terms and our Cancellation and Refund Policies.

Any cancellation or refund rights available under applicable South African consumer law remain unaffected.

RETURNS

Shipping relating to returns and exchanges is governed by our Returns & Refund Policy.

Where a return is due solely to a change of mind, the customer may be responsible for the applicable return delivery costs where permitted by law.

Where ELTHIRAL supplied an incorrect, damaged or defective product, applicable delivery costs will be handled in accordance with South African consumer law and our Returns & Refund Policy.