CUSTOMER SATISFACTION
We do hope that you love your delivery, but if for any reason you are not 100% satisfied with your purchase, please contact us.
DELIVERY
We only ship within the borders of South Africa.
We want you to be enjoying your purchase as soon as possible, so we always do our best to ensure you receive your order promptly. Once our fulfilment team have processed your order, you will receive a confirmation email with the order details and tracking number.
Non-personalised orders placed before 10am will be dispatched within 2 business days, with delivery to main city centres in 2-4 business days. Orders placed after 10am will be dispatched within 3 business days. For outlying areas, delivery may take 3-5 business days.
Personalised orders require 4-6 business days for processing and delivery to main city centres. For outlying areas, delivery may take 6-10 business days.
You will be required to sign for delivery. We suggest providing a daytime address where someone will be able to sign between 9am and 5pm.
Every order has a tracking number, which can be used to trace your parcel online, through the courier service or you can contact the couriers directly.
We do not offer delivery to embassies or similar institutions due to the extra charges by the couruer companies, should your order be processed and the address fall into this category, we will contact you directly to either change the address or to refund your order.
FREE JOHANNESBURG PICK-UPS
You have the option to collect your goods from our distillery. Just select the pick-up option at checkout, and you won't be charged a courier fee. Non-personalised orders will be ready for collection within 2-4 business days, while personalised orders will take 4-5 business days. You will receive an email notification when your order is ready for collection; only then will you be able to collect.
Collections are available Tuesday to Friday between 8am and 4pm, and on Saturdays between 9am and 12pm. All orders must be collected within 3 months of the order date. Orders not collected within this time will be discarded, with storage costs defraying the cost of the product.
No refunds will be issued for uncollected orders when selecting 'local pick-up' Please note, refunds for orders are only valid within 14 days of purchase, as per the Consumer Protection Act, provided that the product has not been collected..
SHORTAGE AND TRANSIT DAMAGE
You must inspect the Goods at the place and time of delivery and notify us of any shortages, defects in the Goods, or of any other complaint immediately and in any case within two working days from the date the Goods were delivered, failing which the Goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage.
RETURNS
We do hope that you are happy with your purchase. However, should you feel it necessary to return an item, we aim to make the return process as simple as possible. Goods must be returned unopened, sealed and in the original packaging. Goods must be returned within 14 days of receipt. The cost of the return is the responsibility of the purchaser and is your responsibility until it reaches us, for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
PLEASE NOTE: Unfortunately we will not be able to refund the cost of the return, either of your original order or the return unless the item is faulty. For faulty items we will resend a replacement at no extra cost.
IF YOU RECEIVED THE WRONG ORDER
If the item you received is not what you originally ordered, please email us, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We'll then advise on how to proceed with the return. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. This returns policy does not affect your statutory rights. The items must be returned in their original packaging with any enclosed documentation. Returns and exchanges apply only to purchases from the Time Anchor Distillery website, and do not apply to items purchased at any retail location or from our stockist/s.
SALE ITEMS
Items purchased at a reduced price may not be returned for a refund or exchanged for other products. The sale of these items is final, and by completing your purchase, you acknowledge and accept this policy.
