Shipping Policy

At Neli & Co, we want your order to arrive safely, efficiently and with as little environmental impact as possible. We work with trusted delivery partners to ensure your products reach you in the best possible condition.

Delivery Areas

We currently deliver across South Africa.

Orders are delivered to the address provided during checkout. Please ensure your delivery details are correct before completing your purchase. Neli & Co cannot be held responsible for delays or failed deliveries caused by incorrect information provided by the customer. Additional delivery charges may apply if a parcel needs to be re-sent due to incorrect delivery details.

Order Processing

Orders are processed once payment has been successfully received. We use Stripe as our secure payment gateway for online payments, and orders will only be prepared for dispatch once payment has been confirmed.

Orders are generally processed within 1 business day.

The total cost of your order, including any applicable delivery charges, will be displayed before you complete your purchase.

Delivery Times

Cape Town Delivery

For customers located in selected Cape Town areas:

• Orders placed before 10:00am will have a same-day delivery attempt where available.

• Orders placed after 10:00am will generally have delivery attempted the following business day.

Same-day and next-day delivery availability depends on your delivery address, courier availability and operational circumstances.

Nationwide Delivery

For customers outside Cape Town, delivery is generally completed within 2–5 business days after dispatch.

Please note that delivery times are estimates and may be affected by public holidays, weather conditions, courier delays or circumstances outside of our reasonable control.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and order size.

Any promotional free shipping offers will be subject to the terms communicated at the time of the promotion.

Tracking Your Order

Once your order has been dispatched, you will receive a confirmation message with tracking information where available.

Delayed Deliveries

We always aim to ensure your order arrives within the expected timeframe. However, delays may occasionally occur due to courier or operational circumstances.

If your order has not arrived within the estimated delivery timeframe, please contact us at customercare@neliandco.com and we will assist with tracking your delivery and resolving the issue.

Where a delivery delay is significant, we will work with you to find an appropriate solution in line with your rights under South African consumer protection laws.

Risk and Ownership

Your order remains the responsibility of Neli & Co until it has been delivered to the address provided at checkout. Once delivery has been completed, responsibility for the order passes to you.

Contact Us

For delivery queries, please contact: customercare@neliandco.com