Shipping policy

SHIPPING POLICY

Taylored Substance (Pty) Ltd

Last updated: 11 October 2026

At Taylored Substance, we want your experience to be as considered as the pieces we create. This Shipping Policy explains how we process, dispatch and deliver orders placed through our online store.

1. Where We Deliver

Taylored Substance aims to serve customers throughout South Africa.

Available delivery destinations and shipping options will be displayed at checkout. Delivery availability may depend on your location and the courier services accessible to your area.

If international shipping becomes available, the applicable destinations, delivery options, charges and any relevant customs requirements will be communicated through our store.

2. Order Processing Times

Orders are processed after payment has been successfully confirmed.

Processing time depends on product availability and the nature of the order. Ready-to-ship items may have different processing times from made-to-order or customised garments.

Please check the relevant product description for any specific production or dispatch timeframe.

If an unexpected delay materially affects your order, we will make reasonable efforts to communicate the situation and explain the available options.

3. Delivery Times

Delivery times depend on your delivery address, the selected shipping service and courier operations.

Any estimated delivery timeframe displayed at checkout or communicated after purchase is an estimate unless a specific delivery date has been agreed.

Delivery may take longer during peak shopping periods, public holidays, adverse weather, operational disruptions or other circumstances affecting courier services.

We will communicate relevant updates where information is available.

4. Shipping Fees

Shipping charges will be displayed at checkout before you complete your purchase.

The final fee may depend on your delivery destination, parcel size, weight and available shipping service.

If we introduce a free-shipping promotion, its eligibility requirements, exclusions and validity period will be clearly communicated with the offer.

5. Order Confirmation and Tracking

After placing an order, you should receive an order confirmation using the contact details supplied at checkout.

Where tracking is available, the relevant tracking information will be shared once your parcel has been dispatched and the information is provided by the courier.

Please check your email and other supplied contact channels for order updates. If you cannot locate your confirmation or tracking information, contact us with your order number.

6. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information, including the recipient's name, contact number, street address and any necessary delivery instructions.

Please review these details carefully before completing your order.

If you need to change your delivery address after placing an order, contact us as soon as possible. Changes cannot be guaranteed once an order has been processed or handed to the courier.

Additional charges or delays may apply if a delivery needs to be redirected, where permitted by law and the courier's terms.

7. Missed Deliveries and Incorrect Addresses

If a delivery attempt is unsuccessful, the courier may follow its own procedures for re-delivery, collection or returning the parcel to the sender.

Please ensure that someone is available to receive the parcel when required and that the supplied contact details are correct.

If a parcel is returned because of an incorrect address or repeated unsuccessful delivery attempts, please contact us so we can discuss the next steps.

Any additional delivery charges will be communicated before a new delivery is arranged.

8. Delayed, Lost or Missing Parcels

If your parcel has not arrived within the communicated delivery timeframe, please contact us with your order number.

We will make reasonable efforts to investigate the shipment with the courier and provide an update.

If a parcel is confirmed lost or delivery fails, we will work with you to determine an appropriate resolution in accordance with applicable law.

This policy does not exclude any rights you may have as a consumer if an order is not delivered as agreed.

9. Damaged Parcels or Incorrect Orders

Please inspect your order when it arrives.

If you receive an incorrect, damaged or defective item, contact us as soon as reasonably possible and include your order number, a description of the issue and photographs where appropriate.

We will assess the matter and explain the next steps in accordance with our Returns, Exchanges & Refunds Policy and applicable South African consumer protection law.

10. Made-to-Order and Custom Garments

Certain Taylored Substance garments may be made to order or produced according to specific customer requirements.

These orders may require additional production time before dispatch. Any relevant production timeframe should be stated on the product page or communicated before purchase.

Where production and delivery estimates are provided, please consider both when planning your purchase.