Shipping policy

TrueBloom Shipping & Delivery Policy

At TrueBloom, we are committed to getting your order to you safely and efficiently. This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered within South Africa.

By placing an order with TrueBloom, you acknowledge and agree to the terms of this Shipping & Delivery Policy, subject to your rights under applicable South African consumer-protection legislation.

1. Delivery Time

TrueBloom aims to deliver orders within approximately:

8–11 Business Days

This delivery estimate applies from the time your order has been processed and dispatched.

Business days are Monday to Friday and exclude South African public holidays.

The 8–11 business-day period is an estimated delivery period and not a guaranteed delivery date, unless TrueBloom has expressly agreed otherwise in writing.

Delivery times may vary depending on your location and circumstances affecting the courier network.

2. Courier Service

TrueBloom uses:

Aramex Store-to-Door

Aramex provides door-to-door courier delivery within South Africa.

Once your order has been handed over to Aramex, the parcel is subject to Aramex's applicable delivery procedures, operating schedules and terms and conditions.

Aramex currently advises that delivery to main centres can generally take approximately 24–72 hours once in its delivery network, while remote and regional areas may take longer.

TrueBloom's stated 8–11 business-day timeframe therefore includes our order-processing/dispatch process as well as the expected courier delivery period.

3. Order Processing

Orders are processed after successful payment has been received.

Please allow reasonable processing time before your parcel is handed to the courier.

Once your order has been dispatched, you will receive the applicable tracking information where available.

Customers are responsible for ensuring that all delivery information supplied during checkout is accurate and complete.

This includes:

  • Full name;

  • Correct physical delivery address;

  • Suburb;

  • City/town;

  • Postal code;

  • Contact telephone number; and

  • Any relevant delivery instructions.

TrueBloom cannot be held responsible for delays or failed deliveries resulting from incorrect, incomplete or inaccurate information supplied by the customer.

4. Delivery Delays

Although TrueBloom aims to deliver orders within 8–11 business days, delivery times may occasionally be affected by circumstances outside of TrueBloom's reasonable control.

These may include:

  • Courier delays;

  • Courier network disruptions;

  • Severe weather;

  • Flooding or natural disasters;

  • Road closures;

  • Strikes or industrial action;

  • Public holidays;

  • High-volume periods;

  • Remote or regional delivery areas;

  • Incorrect or incomplete delivery information;

  • Failed delivery attempts;

  • The recipient being unavailable;

  • Security restrictions affecting delivery;

  • Operational disruptions affecting the courier;

  • Unforeseen transportation problems; or

  • Other circumstances beyond TrueBloom's reasonable control.

Where such circumstances occur, the estimated delivery period may be extended.

TrueBloom will not be responsible for losses arising solely from delays caused by circumstances outside TrueBloom's reasonable control, to the extent permitted by South African law.

This does not exclude or limit any consumer right that cannot legally be excluded or limited.

5. Courier Delays

Once a parcel has been handed to Aramex, the physical transportation and delivery of the parcel are performed by the courier.

TrueBloom does not control the courier's delivery routes, schedules, staffing, operational decisions or delivery network.

Accordingly, TrueBloom cannot guarantee that Aramex will deliver a parcel on a particular day or at a particular time.

Where a parcel is delayed after dispatch, TrueBloom will make reasonable efforts to assist the customer with tracking and, where appropriate, communicate with the courier regarding the shipment.

TrueBloom will not be responsible for indirect or consequential losses arising solely from a courier delay, to the extent that such limitation is permitted by applicable law.

6. Delivery Tracking

Where tracking information is available, customers will receive the relevant tracking details after their order has been dispatched.

Customers are encouraged to monitor their tracking information and ensure that they are available to receive the parcel.

Tracking information is provided for convenience and may take some time to update after the parcel has been collected.

7. Failed Delivery Attempts

Customers are responsible for being available to receive their orders or ensuring that an authorised person is available to accept delivery.

If a delivery attempt fails because:

  • Nobody is available to receive the parcel;

  • The delivery address is incorrect;

  • The address is inaccessible;

  • The recipient refuses the delivery; or

  • The courier cannot reasonably complete delivery because of information supplied by the customer,

additional delivery attempts, collection arrangements or charges may apply in accordance with the courier's applicable terms.

TrueBloom will assist the customer where reasonably possible, but any additional costs caused by incorrect information or failed delivery attributable to the customer may be payable by the customer, to the extent permitted by law.

8. Remote & Regional Areas

Deliveries to remote, rural or regional areas may take longer than deliveries to major metropolitan areas.

Aramex specifically advises that remote and outlying areas may require longer than its standard delivery period because service frequency cannot always be guaranteed. Additional charges may also apply to certain special or remote delivery areas.

Where an additional courier charge is required because of the customer's delivery location, TrueBloom may contact the customer before dispatch or delivery.

9. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information at checkout.

TrueBloom is not responsible for delays, failed deliveries, additional delivery costs or returned parcels resulting from:

  • Incorrect addresses;

  • Incorrect postal codes;

  • Incorrect contact numbers;

  • Missing address information;

  • Incorrect recipient information; or

  • Failure to provide required delivery information.

If an order is returned to TrueBloom because the customer supplied incorrect or incomplete information, the customer may be required to pay the applicable cost of re-delivery.

10. Damaged Parcels

If your parcel appears damaged when delivered, please inspect the parcel before accepting it where reasonably possible.

Customers are encouraged to photograph:

  1. The outer packaging;

  2. Any visible damage;

  3. The product; and

  4. The courier waybill or shipping label.

Please contact TrueBloom as soon as reasonably possible if your product has been damaged during delivery.

Damage claims will be assessed in accordance with applicable South African consumer law and the relevant courier terms.

11. Lost Parcels

If tracking indicates that your parcel has been lost, or the parcel has not been delivered within a reasonable period, please contact TrueBloom.

TrueBloom will investigate the shipment with the courier and take reasonable steps to determine the status of the parcel.

Where a statutory consumer remedy applies, TrueBloom will comply with the applicable legal requirements.

TrueBloom will not simply declare an order "lost" without making reasonable enquiries with the courier.

12. Delivery Confirmation

Aramex may require a recipient to acknowledge receipt of a delivery.

A delivery record, waybill, electronic confirmation or other courier record may be used as evidence that delivery was completed.

Customers should notify TrueBloom promptly if tracking indicates that a parcel was delivered but the customer did not receive it.

13. Delays Outside TrueBloom's Control

TrueBloom cannot be held responsible for a delay caused by an event or circumstance that TrueBloom could not reasonably prevent or control.

This may include major courier disruptions, natural disasters, severe weather, strikes, civil unrest, infrastructure failures, government restrictions, transportation disruptions or other force-majeure circumstances.

Where such an event occurs, TrueBloom will make reasonable efforts to continue processing and fulfilling orders as soon as reasonably possible.

14. Important Consumer Rights

Nothing in this Shipping Policy is intended to remove, restrict or waive any consumer right provided by the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or any other applicable South African law.

For electronic transactions, ECTA requires suppliers to state the period within which goods will be dispatched or delivered. ECTA also provides that where a supplier fails to execute an order within the agreed period, specific consumer cancellation rights may arise after the applicable notice period.

Accordingly, the 8–11 business-day delivery period stated by TrueBloom forms part of our delivery expectation, but it does not remove any statutory rights available to consumers.

Where this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

15. No Guaranteed Delivery Date

Unless TrueBloom has expressly agreed otherwise in writing, the stated 8–11 business-day period is an estimated delivery timeframe and not a guaranteed delivery date.

Customers should therefore consider this timeframe when placing orders for birthdays, events, holidays, gifts or other occasions where delivery is required by a specific date.

TrueBloom recommends placing orders sufficiently in advance where a product is required for a particular occasion.

16. Delivery Address Changes

If you need to change your delivery address after placing an order, contact TrueBloom as soon as possible.

TrueBloom cannot guarantee that an address change will be possible once an order has been dispatched.

If the parcel has already entered the courier network, any address change may be subject to the courier's procedures and additional charges.

17. Unclaimed Parcels

If a parcel cannot be delivered and remains unclaimed, it may be returned to TrueBloom or otherwise handled in accordance with the courier's applicable terms.

Aramex's Store-to-Door terms contain provisions dealing with undelivered and unaccepted goods, including circumstances where goods may be stored or ultimately disposed of after specified procedures and periods.

Where a parcel is returned because of circumstances attributable to the customer, TrueBloom may require payment of reasonable re-delivery costs before sending the order again, subject to applicable law.

18. Shipping Charges

Any applicable shipping charge will be displayed to the customer before the order is completed.

The customer will have an opportunity to review the applicable delivery charge before completing the purchase.

Additional courier charges may apply to certain remote or special delivery areas.

Where an additional charge is required, TrueBloom will communicate this to the customer where reasonably possible before the additional charge is incurred.

19. Orders Not Received

If you have not received your order within the expected delivery period, please contact TrueBloom with your order number.

We will review the tracking information and, where appropriate, contact Aramex to investigate the shipment.

Customers should not place a second order solely because a parcel appears to be delayed without first contacting TrueBloom, as the original parcel may still be in transit.

20. Contact Us

For shipping and delivery enquiries, please contact TrueBloom using the customer-service contact details provided on our website.

When contacting us about an order, please provide:

Order number:
Full name:
Delivery address:
Tracking number (if available):
Description of the issue:

We will do our best to assist you as quickly as reasonably possible.

TrueBloom

Everyday Body Care Elevated

This Shipping & Delivery Policy should be read together with TrueBloom's Returns, Refunds & Exchanges Policy and Terms & Conditions.

Nothing in these policies limits any mandatory rights afforded to consumers under South African law.