Shipping policy

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Pandylane Delivery & Collection Policy

Effective Date: 01/06/2026
Version 3.0

1. Introduction

1.1. This Delivery & Collection Policy applies to products purchased from Pandylane (Pty) Ltd, referred to in this policy as “Pandylane”, “we”, “us” or “our”.

1.2. This policy applies to purchases made through our website, in-store, or through any other Pandylane sales channel where delivery or collection is offered.

1.3. This policy forms part of the agreement between Pandylane and our customers, referred to in this policy as “you” or “your”.

1.4. This policy should be read together with our Terms of Service, Returns Policy and Privacy Policy.

1.5. Nothing in this policy limits any rights you may have under the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, or any other applicable law.

2. Delivery and collection options

2.1. The delivery and collection options available for an order will depend on the products ordered, the delivery address, stock availability, parcel size and weight, operational capacity, courier availability, locker availability and checkout settings.

2.2. Available options may include:

2.2.1. standard delivery;

2.2.2. local delivery;

2.2.3. PUDO or Bob Box locker delivery;

2.2.4. urgent delivery, where available; and

2.2.5. collection from our Parkhurst store.

2.3. Not every delivery or collection option will be available for every order.

2.4. The delivery or collection options available for your order will be displayed at checkout or confirmed by us.

2.5. We may update, add, remove, suspend or change delivery and collection options from time to time.

3. Standard Delivery

3.1. Standard Delivery is a nationwide service and is available to eligible physical addresses within South Africa.

3.2. Standard Delivery is usually handled by our courier partners, including but not limited to Internet Express & The Courier Guy, or by our Pandylane driver.

3.3. We do not deliver to PO boxes.

3.4. Standard Delivery is R99 for all order less than R1500, and fees are displayed at checkout before payment is completed.

3.5. Standard Delivery is free for all orders with value R1500 or more, after any discounts or promotions have been applied.

3.6. Standard Delivery usually takes 2 to 5 business days, depending on delivery location, driver availability, courier capacity, and courier service-level agreements.

3.7. Delivery timeframes are estimates and may vary depending on product availability, supplier availability, courier capacity, delivery address, public holidays, operational delays and circumstances beyond our reasonable control.

4. Local Delivery

4.1. Local Delivery is offered as a discounted Standard Delivery service, and it may be handled by a Pandylane driver, or by a courier company.

4.2. Local Delivery is available only in selected areas, which includes selected parts of Johannesburg, Randburg and Roodepoort.

4.3. The Local Delivery area is managed by Pandylane and may be changed from time to time.

4.4. Local Delivery is available only where shown as an option at checkout or confirmed by us.

4.5. Local Delivery costs R79 for orders under R1500, and fees are displayed at checkout before payment is completed.

4.6. Local Delivery is free for orders with value R1500 or more, after any discounts or promotions have been applied.

3.6. Standard Delivery usually takes 2 to 5 business days, depending on delivery location, driver availability, courier capacity, and courier service-level agreements.

5. PUDO or Bob Box Locker Delivery

5.1. PUDO or Bob Box locker delivery is subject to the applicable PUDO or Bob Box locker size, weight, availability, location and collection requirements.

5.2. PUDO or Bob Box Locker Delivery costs R79 for orders under R1500, and fees are displayed at checkout before payment is completed.

5.3. PUDO or Bob Box Locker Delivery is free for orders with value R1500 or more, after any discounts or promotions have been applied.

5.4. If an order contains one or more products that are not eligible for PUDO or Bob Box locker delivery, PUDO or Bob Box may not be available for the order.

5.5. You will be required to indicate the locker you would like us to arrange delivery to at checkout, and are responsible for providing accurate contact details.

5.6. PUDO or Bob Box notifications, PINs, OTPs or collection instructions may be sent to the cellphone number or email address provided by you.

5.7. You are responsible for collecting the parcel from the selected PUDO or Bob Box locker within the collection period set by PUDO or Bob Box or the relevant service provider.

5.8. If you do not collect the parcel in time and the parcel is returned to us, we may contact you to arrange re-delivery, collection, cancellation or another suitable arrangement.

5.9. Additional delivery, return, storage, cancellation or re-delivery fees may apply where a PUDO or Bob Box parcel is not collected in time, unless the failure was caused by us or by circumstances for which we are legally responsible.

5.10. For operational purposes, the parcel may be marked as delivered by the carrier once it has been placed in the selected PUDO or Bob Box locker and made available for collection. This does not limit any rights you may have under applicable law.

5.11. PUDO or Bob Box Locker Delivery usually takes 2 to 5 business days, depending on locker location, locker availability, courier capacity, and courier service-level agreements.

6. Urgent Delivery

6.1. Urgent Delivery is available only where shown at checkout or confirmed by us.

6.2. Urgent Delivery is charged at R149.

6.3. Where you select urgent delivery, we may fulfil the delivery using either a courier partner or a Pandylane driver.

6.4. Urgent Delivery is offered as a same-day or overnight service, depending on the time the order is placed, delivery location, courier capacity and operational capacity.

6.5. Urgent Delivery does not qualify for free delivery.

6.6. Urgent Delivery is available only where all items in the order are in stock with Pandylane and ready to be dispatched or delivered.

6.7. Products that need to be ordered from a supplier, distributor or manufacturer do not qualify for urgent delivery unless we confirm otherwise.

6.8. If Urgent Delivery is selected but cannot be fulfilled, we will contact you to arrange standard delivery, collection, cancellation, refund of the urgent delivery fee, or another suitable option.

6.12. Urgent Delivery timeframes are not guaranteed where delays are caused by events beyond our reasonable control, including courier delays, traffic, weather, security restrictions, incorrect delivery details, access restrictions, payment delays, stock errors or operational disruptions.

7. Click & Collect from Pandylane Parkhurst

7.1. Collection from our Parkhurst store is available where shown at checkout or arranged with us.

7.2. Collection is free unless a specific fee is clearly communicated to you before you complete your order.

7.3. Collection orders may only be collected after we have confirmed that the order is ready for collection.

7.4. Please do not arrive to collect your order before receiving confirmation that it is ready.

7.5. You may be required to provide your order number, order confirmation, proof of identity, collection notification or other reasonable verification before we release the order.

7.6. If someone else will collect the order on your behalf, we may require proof that you authorised that person to collect.

7.7. The person collecting the order should check the parcel before leaving the store.

7.8. Risk in a collection order passes to you when the order is collected by you or by a person authorised by you, subject to any rights you may have under applicable law.

7.9. If a collection order is not collected within 14 days after we notify you that it is ready, we may contact you to arrange delivery, extend the collection period, cancel the order, refund the order, or take another reasonable step.

7.10. If we cannot reach you and have to cancel an uncollected order, we may deduct any reasonable costs already incurred where permitted by law.

8. Free Delivery

8.1. Standard Delivery, Local Delivery and PUDO or Bob Box Locker Delivery are free for qualifying orders of R1 500 or more.

8.2. The R1 500 threshold is calculated after discounts and before delivery fees, delivery surcharges, bulky-item surcharges and any other delivery-related charges, unless otherwise stated at checkout.

8.3. Urgent Delivery does not qualify for free delivery.

8.4. A product, order or address may still attract a surcharge even where the delivery fee itself is free.

8.5. Free delivery does not apply to bulky-item surcharges, outlying-area surcharges, hard-to-service-area surcharges, high-risk-area surcharges, special-handling charges or other surcharges displayed at checkout.

8.6. Free delivery promotions may have campaign-specific terms and may be changed, suspended or withdrawn from time to time.

9. Delivery Surcharges

9.1. Certain orders, products or delivery addresses may attract a delivery surcharge.

9.2. Any applicable delivery surcharge will be displayed at checkout before payment is completed, unless we need to contact you separately because the delivery requires a custom arrangement.

10. Large, bulky or special-handling items

10.1. Certain large, heavy, bulky or special-handling items may attract a R149 bulky-item surcharge.

10.2. The bulky-item surcharge applies even where the order qualifies for free delivery.

10.3. Large, heavy, bulky or special-handling items may not qualify for PUDO or Bob Box locker delivery, urgent delivery or certain local delivery options.

10.4. Where a bulky or special-handling item requires a custom delivery arrangement, we may contact you before dispatch to confirm the delivery arrangements.

10.5. If a bulky or special-handling item cannot reasonably be delivered to the selected address, we may contact you to arrange another delivery address, collection, cancellation, refund or another suitable option.

11. Outlying, hard-to-service and high-risk areas

11.1. Certain outlying, hard-to-service or courier-restricted delivery areas may attract an additional delivery-area surcharge.

11.2. Certain high-risk delivery areas may attract an additional high-risk-area surcharge.

11.3. These surcharges apply where our courier partner charges us an additional fee, where special delivery arrangements are required, or where the delivery area creates additional cost or operational risk.

11.4. These surcharges may apply to areas such as, but not limited to, farms, mines, power stations, hospitals, campuses, estates, remote areas, courier-restricted areas, high-risk areas, or other areas that are difficult, restricted or costly to service.

11.5. Any applicable area surcharge will be displayed at checkout before payment is completed, where possible.

11.6. If a surcharge cannot be calculated automatically at checkout, we may contact you before dispatch to confirm the surcharge and give you the option to proceed, change delivery method, collect, or cancel the affected part of the order.

12. Order processing and payment

12.1. Orders are processed only once payment has been authorised, received or confirmed to our satisfaction.

12.2. Orders paid by EFT, manual payment, buy-now-pay-later or other payment methods may only be released once payment has cleared or been confirmed by the relevant payment provider.

12.3. Delivery and collection timeframes start once payment has been confirmed and the relevant products are available to us for fulfilment.

12.4. If an order contains products that are not yet in stock with Pandylane, delivery may be delayed until those products are received from the supplier, distributor or manufacturer.

12.5. We may contact you to arrange partial fulfilment where some items are ready and others are delayed.

13. Delivery timeframes

13.1. Delivery timeframes are estimates unless we urgently agree otherwise in writing.

13.2. Estimated delivery or collection timeframes may be shown on the product page, at checkout, in an order confirmation, in a delivery notification, or in later communication from us.

13.3. Standard delivery, local delivery and PUDO delivery timeframes depend on stock availability, courier availability, delivery address, parcel size, service level and operational capacity.

13.4. Deliveries are generally made on working days, Monday to Friday, excluding South African public holidays, unless otherwise arranged.

13.5. Delivery attempts are generally made during ordinary business hours, unless another delivery window is offered or arranged.

13.6. If we expect a material delay, we will contact you as soon as reasonably possible.

13.7. If we cannot fulfil an order because products are unavailable, we will notify you and arrange cancellation, refund, substitution, partial fulfilment, waiting for stock, or another suitable option.

13.8. Unless another delivery period has been agreed, if an online order is not executed within 30 days, you may have cancellation rights under ECTA. ECTA also requires a supplier that cannot perform because goods are unavailable to notify the consumer and refund payments within 30 days after that notification.

14. Partial deliveries

14.1. We may split an order into multiple deliveries where:

14.1.1. some products are ready and others are delayed;

14.1.2. products are fulfilled from different locations;

14.1.3. products require different delivery methods;

14.1.4. products are too large or bulky to send together;

14.1.5. partial fulfilment is the best way to avoid unnecessary delay; or

14.1.6. we agree partial delivery with you.

14.2. If we split an order because of our stock or supplier timing, we will not charge you an additional delivery fee for the later delivery unless a surcharge applies and was communicated to you.

14.3. If you request split delivery for convenience, additional delivery fees may apply.

14.4. Urgent Delivery is not available for an order unless all items in that urgent order are in stock with Pandylane and ready for fulfilment.

15. Delivery address and contact details

15.1. Your order will be delivered to the delivery address selected or entered at checkout.

15.2. You are responsible for ensuring that the delivery address, contact person, cellphone number, email address, delivery instructions and access information are accurate and complete.

15.3. We are not responsible for failed, delayed or incorrect delivery caused by incorrect, incomplete or outdated information provided by you.

15.4. If you need to change a delivery address or contact detail after placing an order, you must contact us as soon as possible.

15.5. A requested delivery change is not accepted unless we confirm it.

15.6. Delivery changes may delay the order and may attract additional charges.

15.7. If an order is delivered to an incorrect address because of an error in the information provided by you, we will try to assist where reasonably possible, but additional recovery, delivery, return or re-delivery fees may apply.

16. Access to delivery locations

16.1. You are responsible for ensuring that the delivery location is accessible.

16.2. This includes ensuring, where relevant, that:

16.2.1. someone is available to receive the parcel;

16.2.2. security, reception, estate access, hospital access, office access, school access or building access is arranged;

16.2.3. the courier or driver can reach the delivery point safely;

16.2.4. contact numbers are answered when delivery is attempted; and

16.2.5. delivery instructions are accurate and practical.

16.3. If access is denied, no one is available, the address cannot be located, the courier cannot safely complete the delivery, or the delivery fails for reasons within your control, additional delivery, return or re-delivery fees may apply.

17. Receiving your delivery

17.1. The person receiving the delivery may be required to provide a name, signature, OTP, PIN, photograph confirmation, tracking confirmation or other proof of delivery.

17.2. A person who accepts delivery at the delivery address will be treated as authorised to receive the order on your behalf, unless we have been told otherwise before dispatch.

17.3. For address deliveries, delivery is complete when the order is delivered to the address selected at checkout and accepted by you or by a person apparently authorised to accept delivery on your behalf.

17.4. Please check the parcel as soon as reasonably possible after delivery.

17.5. If the parcel appears damaged, tampered with, incomplete or incorrect, please notify us as soon as reasonably possible.

17.6. Where possible, please notify us within 24 hours of delivery if:

17.6.1. an item is missing;

17.6.2. the wrong item was delivered;

17.6.3. the parcel was damaged in transit;

17.6.4. the parcel appears to have been opened or tampered with; or

17.6.5. there is another delivery issue.

17.7. Please keep the packaging, waybill, delivery label and any damaged items until we have assessed the issue.

17.8. Please send photographs or videos where they may help us assess damage, missing items, incorrect items or delivery issues.

17.9. A delay in notifying us may make it harder for us to investigate with the courier, but it does not limit any rights you may have under applicable law.

18. Failed deliveries and returned parcels

18.1. If a delivery fails, the courier may attempt re-delivery or return the parcel to us.

18.2. A delivery may fail where:

18.2.1. no one is available to receive the parcel;

18.2.2. access is denied;

18.2.3. the address is incorrect or incomplete;

18.2.4. the contact number is incorrect or unanswered;

18.2.5. the parcel is refused;

18.2.6. the PUDO parcel is not collected in time;

18.2.7. the courier cannot safely complete the delivery; or

18.2.8. another issue prevents delivery.

18.3. If a parcel is returned to us after a failed delivery, we will contact you to arrange re-delivery, collection, cancellation or another suitable option.

18.4. Additional delivery, return, storage or re-delivery fees may apply where the failed delivery was not caused by us.

18.5. If we cannot reach you after reasonable attempts, we may cancel the order and refund you, less any reasonable costs already incurred where permitted by law.

19. Delivery risk, loss and damage

19.1. Risk in the products passes to you when the parcel is handed over to the courier, delivery partner, PUDO or locker provider, or other delivery service provider for delivery to the address, locker or collection point selected by you.

19.2. Where delivery is completed by a Pandylane driver, risk passes to you when the order is delivered and accepted by you or by a person apparently authorised to accept delivery on your behalf.

19.3. For collection orders, risk passes to you when the order is collected by you or by a person authorised by you.

19.4. After risk has passed, you are responsible for the products, subject to any rights you may have under our Returns Policy, the Consumer Protection Act, ECTA or any other applicable law.

19.5. We are not responsible for loss, damage or unauthorised use of products after risk has passed, unless the loss or damage was caused by our fault or applicable law provides otherwise.

19.6. If a parcel is lost, damaged or delayed while with a courier, delivery partner, PUDO, locker provider or other delivery service provider, we will assist you where reasonably possible by following up with the relevant service provider and helping to resolve the issue.

19.7 Insured delivery can be offered, please contact us if you would like an estime.

20. Packaging

20.1. We try to use recycled and recyclable packaging materials where reasonably possible.

20.2. Some parcels may contain bubble wrap, plastic, protective wrapping, void fill, tape or other packaging materials.

20.3. Packaging materials may be hazardous to babies, children and pets. We are not responsible for any loss or harm caused by packaging or packaging material in our parcels.

20.4. Please discard packaging safely or keep it out of reach of babies, children and pets.

20.5. Please take care when opening your parcel to avoid damaging the products inside.

21. Products unavailable for delivery

21.1. Occasionally, a product may become unavailable after you place an order.

21.2. This may happen because of supplier stock changes, stock errors, damaged stock, discontinued products, import delays, system errors or other circumstances.

21.3. If we cannot fulfil all or part of your order, we will contact you to arrange one or more of the following:

21.3.1. waiting for stock;

21.3.2. replacing the unavailable product with another product;

21.3.3. partially fulfilling the order;

21.3.4. cancelling the unavailable product;

21.3.5. cancelling the full order; or

21.3.6. refunding the unavailable product or order.

22. Errors in delivery fees or availability

22.1. We take reasonable steps to ensure that delivery options, delivery fees, free delivery eligibility, surcharges, product eligibility and collection options are accurately displayed.

22.2. Errors may still occur.

22.3. If a delivery fee, surcharge, free delivery option or delivery method is incorrectly displayed because of a technical, human, system or third-party error, we may contact you to correct the error before dispatch.

22.4. If the corrected delivery arrangement is not acceptable to you, you may cancel the affected order or affected part of the order and receive a refund for the amount paid for that cancelled item or order.

23. Returns

23.1. Returns are governed by our Returns Policy.

23.2. Original delivery fees are generally non-refundable, unless the return is due to our error, a defective product, an incorrect product, or where applicable law requires otherwise.

23.3. If a return is approved and requires collection, the Returns Policy will determine whether the return collection is free or chargeable.