Shipping policy

At Calme, we carefully prepare every order before sending it to you. We currently ship orders within South Africa using Aramex Store-to-Door.

By placing an order through our website, you acknowledge and agree to the shipping terms below, subject always to your rights under applicable South African consumer law.


1. Delivery Service

All Calme orders are delivered using:

Courier: Aramex
Service: Store-to-Door
Delivery: Door-to-door delivery within South Africa

Orders are delivered to the address provided by the customer during checkout.

Please ensure that your delivery address, contact number and email address are correct before completing your order.

Calme cannot be responsible for delays or failed deliveries resulting from incorrect, incomplete or outdated information supplied by the customer.


2. Estimated Delivery Time

Our standard estimated delivery time is:

5–7 working days

Delivery times are estimates and are calculated in working days, excluding weekends and South African public holidays.

The delivery period generally begins once your order has been processed and handed over to the courier.

While we aim to have orders delivered within the estimated period, 5–7 working days is an estimated delivery timeframe and not a guaranteed delivery date, unless we have expressly agreed otherwise with you in writing.


3. Processing Time

Orders require processing before they are handed to Aramex.

We aim to process orders as quickly as reasonably possible.

During periods of unusually high order volumes, promotions, product launches, public holidays or other exceptional circumstances, order processing may take longer than usual.

Where a material delay occurs before dispatch, we will endeavour to keep affected customers informed.


4. Courier Delays

Once an order has been handed to Aramex, delivery is performed by the courier.

Courier delivery times may occasionally be affected by circumstances outside Calme's reasonable control.

These may include:

  • courier network delays;
  • high courier volumes;
  • adverse weather;
  • flooding;
  • road closures;
  • traffic or transport disruptions;
  • strikes or industrial action;
  • public holidays;
  • unforeseen operational issues;
  • incorrect or incomplete delivery information;
  • failed delivery attempts;
  • customer unavailability;
  • remote-area delivery constraints;
  • security-related restrictions;
  • natural disasters;
  • government restrictions; or
  • other events beyond Calme's reasonable control.

Where such circumstances occur, the estimated 5–7 working-day delivery period may be extended.

Calme will not be responsible for delays caused by circumstances outside our reasonable control, including delays occurring within the courier network, provided that we continue to take reasonable steps to assist with the delivery.

Nothing in this clause excludes or limits any consumer right or remedy that cannot legally be excluded under South African law.


5. Tracking Your Order

Once your order has been dispatched, you may receive tracking information by email, SMS or another applicable communication method.

Tracking information is provided by the courier and may take some time to become active after the parcel has been collected.

Once tracking information has been provided, customers should use the available tracking information to monitor their delivery.

If your tracking information appears to have stopped updating or your parcel appears significantly delayed, please contact us and we will assist where reasonably possible.


6. Delivery Address

Orders will be delivered to the address provided during checkout.

Please carefully check your:

  • full name;
  • street address;
  • suburb;
  • city/town;
  • postal code;
  • telephone number; and
  • any relevant delivery instructions.

Calme is not responsible for delays, additional delivery charges or failed delivery attempts resulting from an incorrect or incomplete address supplied by the customer.

If you realise that you have entered an incorrect address, contact us as soon as possible.

We cannot guarantee that an address can be changed after an order has been dispatched.


7. Failed Delivery Attempts

The courier may attempt to deliver your order according to its delivery procedures.

A delivery may be delayed where:

  • nobody is available to receive the parcel;
  • the courier cannot access the delivery location;
  • the address is incorrect or incomplete;
  • the courier cannot contact the recipient;
  • delivery instructions cannot reasonably be followed; or
  • the courier requires additional information.

Where a delivery attempt fails, the courier may contact the recipient or make further delivery arrangements in accordance with its applicable procedures.

Customers are responsible for providing accurate contact and delivery information and for reasonably assisting with delivery.


8. Damaged Packages

Please inspect your package when it arrives.

If the outer packaging appears significantly damaged, opened, tampered with or compromised, please take photographs before opening the package where reasonably possible.

If the product itself appears damaged, leaking, broken or otherwise compromised, please contact:

camecpt@gmail.com

as soon as reasonably possible.

Please include:

  • your order number;
  • photographs of the packaging;
  • photographs of the product;
  • photographs showing the damage; and
  • a description of the issue.

We will investigate the matter and assist in accordance with our Returns & Refunds Policy and applicable South African consumer law.


9. Lost Parcels

If your order appears to have been lost while in transit, please contact us.

We will liaise with the courier where reasonably necessary to investigate the shipment.

Customers should not assume that a parcel is lost merely because tracking has not updated for a short period, as courier tracking information may occasionally take time to update.

Where a parcel is confirmed as lost and Calme is responsible for the shipment, we will take appropriate steps to resolve the matter in accordance with applicable law.


10. Delivery Delays

If your order has not arrived within the estimated delivery timeframe, please contact us at:

calmecpt@gmail.com

with your order number.

We will review the tracking information and, where appropriate, contact the courier to investigate the delay.

An estimated delivery period should not be interpreted as a guarantee that delivery will occur on a particular day.

However, nothing in this policy is intended to remove any rights you may have under applicable South African consumer law where delivery obligations are not met.


11. Public Holidays

South African public holidays and weekends are not counted as working days.

During periods surrounding public holidays, delivery networks may experience increased volumes and delivery may take longer than usual.

Customers should take this into consideration when placing orders around public holidays or major promotional periods.


12. Remote and Outlying Areas

Some remote, rural or outlying areas may require additional delivery time.

Where applicable, Aramex may have different delivery arrangements or timeframes for particular areas.

If your address falls within an area subject to additional courier restrictions or extended delivery times, the delivery estimate may be longer than the standard 5–7 working-day timeframe.


13. Delivery Risk

To the extent required by applicable South African consumer law, goods remain at the supplier's risk until delivery and acceptance by the consumer.

Calme will not attempt to contract out of mandatory consumer protections relating to delivery risk.

Once the goods have been properly delivered to the customer or an authorised recipient at the nominated delivery address, responsibility for the goods will pass in accordance with applicable law.


14. Incorrect or Unauthorised Delivery

If you believe your parcel has been delivered to the wrong address or to an unauthorised person, contact us immediately.

We will investigate the matter with the courier and take reasonable steps to assist in resolving the issue.


15. International Shipping

At this time, Calme ships within South Africa only, unless otherwise stated on our website.

We do not currently offer international delivery.


16. Changes to Delivery Information

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

We will attempt to assist where the order has not yet been dispatched.

Once an order has been handed to the courier, we cannot guarantee that the delivery address can be changed.

Any additional courier charges resulting from a customer-requested address change may be charged to the customer where permitted by law and agreed in advance.


17. Delivery Estimates and Circumstances Beyond Our Control

Calme makes every reasonable effort to ensure that orders are dispatched and delivered promptly.

However, we cannot guarantee that every order will arrive within the estimated 5–7 working-day period.

Delivery may be delayed by circumstances beyond our reasonable control, including courier disruptions, severe weather, natural disasters, strikes, public emergencies, road closures, unusually high delivery volumes, infrastructure failures or other unforeseen events.

Where such an event occurs, Calme will not be responsible for the resulting delay to the extent permitted by law.

We will, however, make reasonable efforts to assist with tracking, communication and resolution of delivery issues.

This clause does not exclude or limit any mandatory consumer rights under South African law.


18. Contact Us

For shipping and delivery enquiries, please contact:

Calme
Email: calmecpt@gmail.com
Website: www.calme.co.za

Please include your order number whenever contacting us about an existing order.


19. Governing Law

This Shipping & Delivery Policy is governed by the laws of the Republic of South Africa.

Nothing in this policy is intended to exclude, restrict or limit any consumer right or remedy that cannot legally be excluded under South African law.

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

Calme reserves the right to update this policy from time to time. Any amendment will not retrospectively remove rights that have already accrued to a consumer.