Shipping policy
MAISON T.
DELIVERY POLICY
Effective 17 August 2026 · Version 1.0 · Republic of South Africa
This Delivery Policy explains how, where and when Maison T. delivers, what it costs, and what happens if something goes wrong on the way to you. It forms part of our Terms and Conditions of Sale and should be read together with our Refund & Returns Policy and our Cancellation Policy.
All delivery timeframes are given in business days — Monday to Friday, excluding weekends and South African public holidays — and are estimates, not guarantees, once a parcel has left our studio.
1. WHERE WE DELIVER
• South Africa — all nine provinces, to street addresses and to courier collection points.
• We cannot deliver to PO Box or Postnet Suite addresses, as our courier requires a physical street address and a signature on delivery.
• Deliveries to remote, outlying or farm addresses may attract a courier surcharge, which will be quoted to you before dispatch.
2. ORDER PROCESSING AND DISPATCH
• Orders are processed once payment has cleared and passed our verification checks.
• In-stock orders are dispatched within [1–3] business days. Orders placed after [12h00], or on a weekend or public holiday, are processed on the next business day.
• Hand-poured and made-to-order items require a longer lead time of [5–10] business days before dispatch. This is stated on the product page.
• You will receive a dispatch confirmation with a tracking number as soon as your parcel is collected by the courier.
• During peak periods — Black Friday, festive season, Valentine's Day and Mother's Day — processing may take longer. We will publish revised timelines on our website.
3. SOUTH AFRICAN DELIVERY OPTIONS AND TIMEFRAMES
Delivery times below are counted from dispatch, not from the date you place your order.
• Main centres — Johannesburg, Pretoria, Cape Town and Durban: 1–3 business days.
• Regional towns and secondary centres: 2–4 business days.
• Outlying and rural areas: 3–7 business days.
• Courier collection point (Pudo or locker): 2–4 business days.
• Free delivery on all orders over R1000.00, with standard timeframes applying.
Our courier partner is The Courier Guy. Deliveries take place between [08h00 and 17h00] on business days. We cannot guarantee a specific delivery time slot.
4. TRACKING YOUR ORDER
You will receive a tracking number by email at dispatch. Tracking can take up to 24 hours to become active on the courier's system. If your tracking has not moved for 3 consecutive business days, contact us at info@maisontcandles.com, and we will investigate with the courier on your behalf.
5. DELIVERY ADDRESSES, FAILED DELIVERIES AND RE-DELIVERY
• Please check your delivery address carefully at checkout. We dispatch to the address exactly as you enter it and cannot change it once the parcel has been collected.
• Our courier makes [two] delivery attempts. If nobody is available, the parcel is held at the local depot and you will be contacted.
• Parcels unclaimed after [5] business days are returned to us. A re-delivery fee at the prevailing courier rate is payable before we send it out again.
• Where a delivery fails because the address supplied was incorrect or incomplete, the cost of re-delivery is for your account.
• If you ask the courier to leave a parcel unattended, in a safe place, or with a neighbour, security guard or concierge, that delivery is at your risk and we cannot accept liability for loss thereafter.
6. DELIVERY DATE, RISK AND YOUR STATUTORY RIGHTS
Under section 19 of the CPA, unless we have agreed otherwise, we must deliver the goods at the agreed date and time or, if none was agreed, within a reasonable time after the agreement. If we tender delivery at a materially different time or place from that agreed, you may refuse the delivery and require a full refund.
• Risk and ownership in the goods pass to you on delivery to the address you supplied, or on your collection of the goods.
• Where you have accepted delivery to an unattended location or to a third party at your request, delivery is treated as complete at that point.
• We are not liable for delays caused by events beyond our reasonable control — courier disruption, extreme weather, load shedding, customs inspections, strikes, or national emergency. We will keep you informed and, where a delay becomes unreasonable, you may cancel for a full refund under our Cancellation Policy.
7. HOW WE PACK CANDLES FOR TRANSIT
Glass vessels and wax are fragile and heat-sensitive. Every order is wrapped individually, cushioned and packed in a rigid outer carton. Even so, please note:
• Candles can soften, sweat or develop a rippled surface if a parcel is left in a hot vehicle or in direct sun. This does not affect burn quality. Allow the candle to rest at room temperature for a few hours before lighting.
• Frosting — a fine white crystalline bloom on natural soy and vegetable wax — is a natural characteristic and is not a defect.
• In very hot months we may hold a dispatch by a day or use insulated packaging. We will tell you if this affects your delivery date.
• Certain fragrance and wax products are classified as limited-quantity goods for air freight. Where this restricts a service to your destination, we will contact you with alternatives before dispatch.
8. DAMAGED, LOST OR INCOMPLETE DELIVERIES
Please inspect your parcel on arrival. If a box shows visible damage, note this with the courier at the point of delivery where possible.
• Report breakage, leakage, missing items or an incorrect item to tonimilko@gmail.com within 7 calendar days of delivery, with your order number and photographs of the item, the outer carton and the internal packaging.
• Confirmed transit damage is replaced or refunded at our cost, in line with our Refund & Returns Policy. You choose the remedy.
• Where a parcel is marked delivered but you have not received it, tell us within 7 calendar days. Courier investigations take up to 21 business days; we will replace or refund the order once the parcel is formally declared lost, or sooner at our discretion.
• Claims reported outside these periods may not be recoverable from the courier, which limits what we are able to do — though your six-month warranty rights under sections 55 and 56 of the CPA are unaffected.
9. CONTACT US
• Email: info@maisontcandles.com
• Registered name and number: Maison T Candles Reg. No. 2026/332168/07
If a delivery dispute cannot be resolved with us directly, you may refer it to the Consumer Goods and Services Ombud (www.cgso.org.za) or to the National Consumer Commission, at no cost to you.
MAISON T.
This policy was last updated on 17 August 2026 and may be amended from time to time. The version published on our website at the time you place your order is the version that applies to that order. This policy is governed by the laws of the Republic of South Africa.