At Kula Marketplace, we want your shopping experience to be smooth, transparent, and worry-free. Below is a summary of everything you might want to know about how we handle deliveries, returns, and refunds.

Delivery

• Standard Delivery: Most orders are processed within 2–5 business days and delivered within 3–10 business days in South Africa. For international shipping, times vary by destination.

• Tracking Your Order: Once shipped, you’ll receive a tracking number via email or SMS. Example: If you order a handbag, you’ll be able to track it from the vendor’s store until it reaches your door.

• Big & Bulky Items: Large products such as fridges, washing machines, or TVs over 15kg require special handling. Delivery fees for these items may be quoted separately. Example: If you buy a 50-inch TV, you’ll be contacted with a delivery quote tailored for safe transport.

• Public Holidays & Weekends: Deliveries are not usually made on public holidays. Orders placed during these times will be processed on the next working day.

• Next-Day Delivery: Not all items qualify for next-day delivery, since many products come directly from independent vendors. You’ll see shipping options available at checkout.

Returns

• Return Window: You can return eligible items within 7 days of receiving your order, as long as they are unused, in their original packaging, and in the same condition you received them.

• Non-Returnable Items: For hygiene and safety, products like undergarments, personal care goods, and customized items cannot be returned. Example: If you order a personalized mug with your name on it, we unfortunately cannot accept it back.

• Damaged or Wrong Items: If your product arrives faulty or incorrect, please contact us within 48 hours with your order number and photos. We’ll arrange a replacement or refund at no extra cost. Example: If you order a red dress but receive a blue one, we’ll sort out an exchange or refund right away.

• Return Costs: Customers cover the cost of return shipping unless the item is faulty, damaged, or not as described.

Refunds

• Refund Process: Once your return is received and inspected, we’ll notify you. Approved refunds are processed to your original payment method within 7–14 business days.

• Partial Refunds: In some cases, partial refunds may apply. Example: If an item shows signs of use or is returned after the 7-day window, we may approve only a portion of the refund.

• When Refunds Are Not Possible: Refunds cannot be issued for non-returnable items or products damaged due to misuse after delivery.

Scenarios Customers Often Ask About

• “What if I’m not home during delivery?” – Most couriers require a signature. If you’re unavailable, they’ll attempt redelivery or leave a collection note.

• “What if my order is late?” – Check your tracking details first. If it’s beyond the expected delivery window, contact us and we’ll assist.

• “What if I change my mind after buying?” – If the product is eligible (unused and within 7 days), you can return it, but you’ll cover return shipping.

• “What if my product arrives damaged?” – We’ll arrange a replacement or refund at no cost to you.

✅ In short: We’ll get your order to you as quickly and safely as possible. If something goes wrong, we’ll work with you to make it right, whether that means a replacement, return, or refund.