Shipping policy

Shipping Policy

Last updated: August 2026

This Shipping Policy explains the delivery, collection, courier, transit-risk and insurance arrangements that apply to orders supplied by Keepsake Creative.

This policy must be read together with our Terms of Sale and Service and our Refund Policy.

Nothing in this Shipping Policy is intended to exclude or limit any right or remedy that cannot lawfully be excluded under applicable South African law.

1. Delivery Options

Keepsake Creative offers various delivery and collection options depending on the products ordered, stock location, destination and production requirements.

Orders may be delivered by:

  • a courier arranged by Keepsake Creative;
  • direct dispatch from one of our suppliers or production partners;
  • a courier appointed by the customer;
  • customer collection from an agreed location; or
  • another delivery method agreed with Keepsake Creative.

Available options and applicable delivery charges will depend on the particular order.

2. Courier Services

Keepsake Creative uses reputable independent courier and logistics providers.

Courier bookings may be arranged through logistics platforms such as Bob Go and fulfilled by various South African courier companies depending on the destination, service type, parcel dimensions, weight and availability.

The courier selected for an order may therefore differ from one shipment to another.

For international deliveries, courier providers such as DHL, FedEx or another appropriate international carrier may be used where available.

3. Shipping Charges

Shipping charges are calculated according to factors including:

  • delivery destination;
  • parcel weight;
  • parcel dimensions;
  • number of parcels;
  • courier service selected;
  • stock or production location;
  • regional or outlying-area surcharges;
  • restricted-goods requirements; and
  • any additional insurance requested.

Where shipping is purchased through our online checkout, the applicable delivery charge will ordinarily be shown before the order is completed.

For orders placed by quotation or invoice, delivery costs may be quoted separately.

4. Delivery Timeframes

Courier transit times commence after the order has been completed, released and collected by the courier.

They do not include production or branding lead times.

Typical courier transit estimates are:

  • Main centres: approximately 1–2 working days;
  • Regional or outlying areas: approximately 2–5 working days; and
  • Cape Town local deliveries: often the next working day after collection.

These timeframes are estimates rather than guarantees unless an expressly guaranteed courier service has been agreed.

Transit times may be affected by courier network volumes, weather, road conditions, delivery-area classification, strikes, public holidays, operational disruptions and other circumstances outside Keepsake Creative's reasonable control.

5. Production Time Is Separate From Courier Time

Courier delivery estimates do not include the time required to prepare, source, brand, manufacture or consolidate an order.

Unless a different timeframe is expressly supplied for a particular order, branded goods generally require approximately 7 to 10 working days for production, excluding courier transit time.

Unbranded orders may be processed more quickly, subject to stock location, warehouse processing, supplier transfer requirements and courier collection schedules.

Custom Packaging, specialised production and high-volume orders may require longer lead times.

6. Delivery Address

Courier delivery will be made to the shipping address supplied by the customer.

The customer is responsible for ensuring that the delivery address, recipient name, telephone number and any access instructions supplied to Keepsake Creative are complete and correct.

Keepsake Creative is not responsible for delays or additional courier charges caused by incorrect or incomplete customer-supplied delivery information.

Where a courier charges for redirection, re-delivery, an unsuccessful delivery attempt or another customer-requested delivery change, the additional cost may be charged to the customer where reasonably incurred.

7. Regional and Outlying Areas

Courier companies may classify certain destinations as regional, remote or outlying areas.

Additional delivery charges and longer transit times may apply to these destinations.

Courier classifications are determined by the applicable transport provider and may change from time to time.

8. Direct Supplier or Production-Partner Dispatch

Some orders may be dispatched directly from one of Keepsake Creative's suppliers, manufacturers or production partners to the customer.

This allows orders to move directly to the customer without unnecessary additional transport through Keepsake Creative.

Such shipments remain part of the customer's order with Keepsake Creative even though the parcel may originate from a third-party warehouse or production facility.

Tracking information will be supplied where available.

9. Multiple Suppliers and Partial Deliveries

A customer order may contain products sourced from different suppliers, warehouses or production partners.

Keepsake Creative may therefore dispatch an order in more than one consignment where reasonably necessary.

A partial delivery does not automatically cancel or invalidate the remaining portion of the order, subject to any statutory rights that may apply.

If Keepsake Creative elects to split an order for our own operational convenience, additional courier costs will not be charged to the customer without prior agreement.

Where additional delivery charges arise because the customer requests split delivery, urgent partial delivery or another special delivery arrangement, the additional costs may be charged to the customer.

10. Customer-Appointed Couriers

Customers may arrange collection using their own courier or transport provider where agreed with Keepsake Creative.

Where the customer independently appoints and contracts with their own courier, the customer is responsible for:

  • booking the courier;
  • providing the courier with the correct collection details;
  • paying the courier;
  • arranging any required insurance; and
  • pursuing claims against that courier where appropriate.

Subject to applicable law and any specific written agreement, Keepsake Creative's responsibility for physical custody of the shipment will ordinarily end when the correctly prepared goods are handed over to the customer's authorised courier.

11. Courier Risk, Loss, Theft and Hijacking

IMPORTANT – PLEASE READ: Courier consignments are transported by independent third-party carriers and may be exposed to theft, vehicle hijacking, accidental loss, damage and other transport risks.

Courier companies generally operate subject to their own terms and conditions and may limit the amount that can be claimed for a lost, stolen or damaged consignment.

The courier's standard claim or liability limit may be substantially lower than the actual value of your order.

Keepsake Creative does not automatically insure every shipment for its full invoice value.

Where additional goods-in-transit insurance has not been purchased, any recovery for loss, theft, hijacking or damage while the goods are in the custody of an independent courier may be limited to the amount recoverable from that courier under the applicable waybill, carriage terms or standard liability cover, to the fullest extent permitted by law.

Keepsake Creative will reasonably assist with a legitimate courier claim where we arranged the courier but does not independently guarantee reimbursement of the full order value beyond the amount covered or recoverable under the applicable courier arrangement, except where applicable law requires otherwise.

12. Additional Goods-in-Transit Insurance

If your order value exceeds the courier's standard claim or liability cover, additional goods-in-transit insurance may be requested before dispatch.

If additional insurance is required, the customer must contact Keepsake Creative before the order is dispatched.

Where available, Keepsake Creative will obtain or calculate the applicable additional insurance charge and advise the customer.

The additional insurance must be accepted and paid before the shipment is released to the courier.

Additional insurance cannot ordinarily be added retrospectively once the parcel has already been collected or dispatched.

The scope, exclusions and maximum value of insurance remain subject to the terms of the applicable courier or insurance provider.

13. High-Value Orders

For higher-value consignments, Keepsake Creative may notify the customer that the shipment value exceeds or materially exceeds the courier's ordinary claim limit and offer the customer the opportunity to request additional goods-in-transit insurance.

The customer remains responsible for deciding whether additional insurance is required.

Where the customer declines additional insurance or does not request additional cover before dispatch, the shipment will ordinarily proceed using the courier's standard transport terms and standard claim or liability provisions.

14. Courier Insurance Notice

Customers placing orders through our online store may be shown a courier-insurance notice in the cart before proceeding to checkout.

The purpose of this notice is to draw attention to the fact that standard courier cover may not equal the full value of a higher-value order and that additional insurance must be arranged before dispatch where required.

The notice must be read together with this Shipping Policy and our Terms of Sale and Service.

15. Lost or Missing Parcels

If tracking suggests that a parcel has been lost or cannot be located, please contact Keepsake Creative as soon as reasonably possible.

Where Keepsake Creative arranged the courier, we will assist by opening an enquiry or claim with the applicable courier.

Courier investigations may take time and are subject to the courier's investigation and claims procedures.

Customers may be required to provide information or documentation reasonably necessary to support the claim.

A courier claim is not regarded as approved until the courier or applicable insurer has accepted the claim.

16. Damaged Parcels

Customers are requested to inspect parcels as soon as reasonably possible after delivery.

If the outer packaging or goods appear damaged during transit, please photograph:

  • the outer packaging;
  • the courier label or waybill;
  • the internal packaging; and
  • the damaged goods.

Please retain the packaging until the matter has been investigated, as the courier may require photographs or physical packaging as part of the claims process.

Transit damage should be reported to Keepsake Creative as soon as reasonably possible so that a courier claim can be lodged promptly.

A request for prompt reporting does not remove any statutory rights that remain available to the customer.

17. Delivery Confirmation

A shipment may be treated as delivered where the courier's tracking system records successful delivery to the agreed delivery address or where other reasonable proof of delivery is available.

If a customer disputes a recorded delivery, Keepsake Creative will reasonably assist with obtaining available delivery information from the courier where we arranged the shipment.

18. Unsuccessful Delivery

Where delivery cannot be completed because:

  • no authorised person is available to receive the parcel;
  • the delivery address is incorrect;
  • the premises cannot be accessed;
  • the recipient cannot be contacted; or
  • another customer-related issue prevents delivery,

the courier may attempt re-delivery, hold the parcel at a depot or return it to the sender.

Any reasonable additional courier charge resulting from a customer-related failed delivery may be payable by the customer.

19. Orders Returned to Sender

If a parcel is returned to Keepsake Creative or one of our suppliers because delivery could not be completed for a reason attributable to the customer, the order may be held until the customer confirms revised delivery arrangements.

Any additional courier charge required to resend the order may be payable before re-dispatch.

20. Customer Collection

Where collection has been agreed, the customer must wait until Keepsake Creative confirms that the order is ready for collection.

Customers should not send a courier or representative to collect goods before receiving confirmation that the order is ready.

Keepsake Creative is not responsible for unnecessary collection costs incurred because a customer-arranged courier arrives before the confirmed collection time.

21. Urgent and Time-Critical Deliveries

If an order is required for a fixed event or deadline, the customer must communicate the deadline before confirming the order.

Courier transit estimates should allow reasonable contingency time, particularly for regional destinations or high-volume seasonal periods.

Where possible, Keepsake Creative may offer an expedited courier or special collection option at additional cost.

No courier delivery date should be treated as guaranteed unless an expressly guaranteed service has been agreed.

22. Delays Outside Keepsake Creative's Reasonable Control

Delivery may be affected by circumstances outside our reasonable control, including:

  • courier network disruption;
  • vehicle breakdown;
  • road closures;
  • theft or hijacking;
  • civil unrest;
  • severe weather;
  • strikes;
  • public holidays;
  • regional service interruption;
  • airport or port disruption;
  • customs delays;
  • natural disasters; or
  • other events outside reasonable control.

Where we become aware of a material delay affecting a shipment arranged through Keepsake Creative, we will take reasonable steps to obtain updated information and assist the customer.

Nothing in this clause removes a statutory remedy that applies despite the delay.

23. Restricted and Dangerous Goods

Certain products may be subject to courier, aviation or dangerous-goods restrictions.

This may include products containing:

  • lithium batteries;
  • power banks;
  • certain liquids;
  • aerosols;
  • flammable materials; or
  • other goods regulated by carriers.

These products may require road freight, specialist transport, additional documentation or longer transit times.

Any material additional transport requirement will be communicated where relevant.

24. International Shipping

International shipping may be available by arrangement.

International orders may be subject to:

  • international courier charges;
  • customs clearance;
  • duties;
  • taxes;
  • import restrictions;
  • remote-area charges; and
  • additional insurance requirements.

Unless expressly included in our quotation, duties, taxes, customs fees and destination-country charges are for the customer's account.

International delivery estimates may be affected by customs and border processing outside Keepsake Creative's control.

25. Shipping Costs on Returns

Responsibility for shipping costs when goods are returned depends on the reason and legal basis for the return.

For a qualifying ECTA cooling-off return, the customer is responsible for the direct cost of returning the goods.

For a discretionary change-of-mind return, the original delivery charge is ordinarily non-refundable and return transport is for the customer's account.

Where goods are defective, incorrectly supplied or otherwise qualify for return at Keepsake Creative's risk or expense under applicable law, return transport will be handled accordingly.

Please refer to our Refund Policy and Terms of Sale and Service for full return and refund conditions.

26. Loss of Income and Consequential Loss

IMPORTANT: The following provision limits certain categories of liability and must be read together with the Limitation of Liability provisions in our Terms of Sale and Service.

To the fullest extent permitted by law, Keepsake Creative will not be responsible for indirect, incidental or consequential commercial losses arising solely from a courier delay or transport disruption outside our reasonable control.

This may include indirect loss of income, loss of profit, missed promotional opportunities or event-related losses where those losses were not caused by a liability that applicable law prevents Keepsake Creative from excluding or limiting.

Customers with a fixed event or critical deadline should advise Keepsake Creative before placing the order and allow reasonable contingency time for courier transit.

27. Contact Us About Shipping

If you have a question about delivery, insurance, tracking or a courier claim, please contact:

Keepsake Creative
Email: orders@keepsakecreative.co.za
Telephone / WhatsApp: +27 76 339 5772
Website: www.keepsakecreative.co.za