Sarcelle’s Shipping & Returns
This is the Shipping & Returns Policy of Sarcelle Cosmetics (Pty) Ltd. In this document, "we", "our", or "us" refer to Sarcelle Cosmetics (Pty) Ltd.
We are a private company number registered in the Republic of South Africa.
1. Shipping Policy
1.1. Our shipping policy is only applicable to goods purchased from our online store at www.mysarcelle.com .
1.2. Any reference to “days” refers to weekdays and excludes weekends or public holidays.
1.3. Shipping updates of your order will be sent to the email address you provided during ordering. Alternatively, you can also track your order on our website by following the “Track My Order” tab.
1.4. Shipping fees are calculated during checkout and depend on your location. These fees must be paid together with your order.
1.5. Goods are typically delivered within 3 to 5 days from the day you place an order. If we are unable to deliver your goods within this time frame, we will notify you by email.
1.6. High-volume shipments during peak seasons, such as festive periods or promotional events, may result in delays in delivery times. We will not be held liable for delays caused by these high-volume periods, as they fall outside of standard operational conditions.
1.7. We use reputable carriers to perform delivery of all orders across South Africa.
1.8. Deliveries are only made on working days (Monday to Friday).
1.9. Deliveries will be made by the carrier to the address stipulated in your order. You must ensure that someone is present to accept the delivery.
1.10. Goods are sent at our risk until signed for by you or by any other person at the address you have provided. Our obligation to deliver a product to you is fulfilled when we deliver the product to the physical address nominated by you for delivery of the order. We are not responsible for any loss or unauthorised use of a product, after it has delivered the product to the physical address nominated by you.
1.11. All goods must be signed for on delivery by an adult aged 18 years or over. If no one of that age is at the address when the delivery is attempted, the goods may be retained by the driver. When your goods arrive, it is important that you immediately check the condition and quantity. If your goods have been damaged in transit, you must refuse the delivery and immediately contact us so that we may dispatch a replacement quickly and minimize your inconvenience.
1.12. If we agree with you to deliver on a particular day or at a particular time, we will do our best to comply. But no time given is to be treated as contractual. Therefore, we are not liable to you for any expense or inconvenience you incur on account of delayed delivery or non-delivery.
1.13. Time for delivery specified on the order, if any, is an estimate only.
2. Returns Policy
2.1 General
2.1.1 Our return policy is only applicable to goods purchased from our online store at www.mysarcelle.com.
2.1.2 When your goods arrive, it is important that you immediately check the condition and quantity to determine if there are any defects or damage and to confirm that the order is correctly fulfilled. If you pick up any problem, please contact us at hello@mysarcelle.com.
2.1.3 When corresponding with us, please provide a copy of your order confirmation/number, name, email address, contact information and photographs of the goods. Also state the reason for returning the goods.
2.1.4 It is important that you engage with us at hello@mysarcelle.com and obtain approval prior to returning any goods.
2.1.5 We will only accept returns if we have agreed in correspondence that you may return them.
2.1.6 Before you return the goods to us, please carefully re-read the goods’ instructions and check that you have used it correctly and complied with any provisions.
2.1.7 Once we have approved your return request, we will provide you with the return address and relevant shipping details and instructions.
2.2 Unwanted Goods
2.2.1 If you changed your mind and you no longer want the goods, you must notify us in writing within 7 days after delivery to hello@mysarcelle.com and return it to us in its original package, unused and undamaged within 30 days of receipt of the goods.
2.2.2 Once we have received the goods and confirmed they are in their original packaging, unused and undamaged we will either give you a credit to replace it with another item(s) or refund you – it’s your choice.
2.2.3 Should you choose to replace it with another product you will be liable for the shipping fees.
2.2.4 Should you choose a refund we will process it within 5 days and credit your original payment account.
2.2.5 The original shipping fees are non-refundable, and returns are made at your own expense.
2.2.6 The option to cancel your order is not available:
2.2.6.1 if you purchase sealed goods which relate to health or hygiene, and they become unsealed after delivery, or cannot be re-sold for some other reason;
2.2.6.2 if the goods become mixed inseparably (according to their nature) with other items after delivery.
2.2.7 To assist us in identifying your goods on receipt by us, we ask you to clearly indicate your order number and contact details for a return reference to be placed below our address / returns label.
2.3 Defective Goods
2.3.1 In the event that any item is defective, you must notify us in writing within 7 days after delivery to hello@mysarcelle.com and return it to us in its original package, unused and undamaged within 30 days of receipt of the goods.
2.3.2 So far as possible, goods should be returned:
2.3.2.1 with both the goods and all packaging as far as possible in their original condition;
2.3.2.2 securely wrapped;
2.3.2.3 including our delivery slip.
2.3.3 We will investigate the returned goods. If we agree that we are liable, we will either give you a credit to replace it with another item(s) or refund you – it’s your choice.
2.3.4 Should you choose to replace it with another product we will be liable for the shipping fees.
2.3.5 Should you choose a refund we will process it within 5 days and credit your original payment account with the full purchase amount, including all shipping fees.
2.3.6 In the event that we determine that the goods are not defective, the terms and conditions of 2.2.2 – 2.2.7 will apply.
