Shipping policy

Shipping & Delivery Policy

 

This Shipping & Delivery Policy applies to all purchases made from Urban Depot (“we”, “us”, “our”) through our website.

By placing an order with Urban Depot, you agree to this policy.

1. Order Processing

Orders are processed during normal business hours, Monday to Friday, excluding public holidays.

While we aim to process orders promptly, processing times are estimates only and are not guaranteed.

Urban Depot reserves the right to:

  • delay processing for verification purposes;

  • cancel or refuse orders suspected of fraud or unauthorised activity;

  • refuse orders where products are unavailable, incorrectly priced, or affected by technical or system errors.

Orders are only confirmed once payment has been successfully received and authorised.

2. Shipping Provider

Urban Depot uses Aramex Store-to-Door as its primary delivery partner.

Delivery services are subject to Aramex Store-to-Door operational coverage, terms, routing schedules, and delivery capabilities.

Urban Depot reserves the right to use alternative couriers where necessary.

3. Delivery Areas

Urban Depot currently delivers within South Africa unless otherwise stated on our website.

Certain remote, high-risk, farm, mining, or outlying areas may:

  • incur additional delivery fees;

  • experience extended delivery timeframes;

  • require collection from a nearby depot or pickup point;

  • be excluded from delivery services entirely.

We reserve the right to decline delivery to any location at our discretion.

4. Delivery Timeframes

Estimated delivery timelines are provided for convenience only and are not guaranteed.

Delivery times may vary due to:

  • stock availability;

  • courier processing capacity;

  • public holidays;

  • severe weather;

  • remote delivery areas;

  • civil unrest or strikes;

  • customs or security inspections;

  • force majeure events;

  • load shedding or infrastructure disruptions.

Urban Depot is not liable for delays caused by Aramex Store-to-Door or circumstances beyond our reasonable control.

5. Shipping Fees

Shipping fees are calculated at checkout and may vary depending on:

  • delivery location;

  • parcel dimensions and weight;

  • shipping method selected.

Shipping fees are non-refundable except where required by South African law.

Urban Depot reserves the right to amend shipping fees at any time without prior notice.

6. Risk and Ownership

Risk in the goods passes to the customer upon delivery to the delivery address provided during checkout.

Ownership of goods remains with Urban Depot until full payment has been received and cleared.

Customers are responsible for:

  • providing complete and accurate delivery information;

  • ensuring someone authorised is available to receive the parcel;

  • inspecting the parcel upon delivery.

Urban Depot is not responsible for losses resulting from incorrect information supplied by the customer.

7. Delivery Attempts and Failed Deliveries

If delivery cannot be completed due to:

  • incorrect or incomplete address details;

  • customer unavailability;

  • refusal to accept delivery;

  • failure to respond to courier communication;

  • inaccessible premises,

additional delivery or redelivery fees may apply.

Urban Depot reserves the right to:

  • charge additional courier fees;

  • deduct shipping and handling costs from any refund;

  • cancel orders where delivery becomes impossible.

Parcels returned to us due to failed delivery attempts may incur handling or restocking charges.

8. Delivery Confirmation

Delivery shall be considered complete when:

  • the parcel is signed for at the delivery address;

  • accepted by any person at the delivery address;

  • delivered to a secure location authorised by the customer;

  • marked as delivered by the courier service.

Urban Depot is not responsible for loss, theft, or damage occurring after confirmed delivery.

9. Inspection Upon Delivery

Customers must inspect parcels immediately upon delivery.

Any shortages, incorrect items, tampering, or visible damage must be reported to Urban Depot within 48 hours of delivery by emailing [support email] together with:

  • the order number;

  • photographs of the packaging and products;

  • a description of the issue.

Failure to report within this timeframe may result in claims being rejected.

10. Lost or Delayed Shipments

Urban Depot will reasonably assist customers in tracking delayed shipments with Aramex Store-to-Door.

However:

  • delivery dates are estimates only;

  • courier delays do not automatically qualify for refunds;

  • investigations into lost parcels may require several business days;

  • compensation decisions remain subject to courier investigation outcomes.

Urban Depot shall not be liable for courier-related losses, delays, or damages beyond our reasonable control.

11. Incorrect Delivery Information

Customers are solely responsible for ensuring all delivery information is accurate before checkout completion.

Urban Depot is not liable for:

  • parcels delivered to incorrectly supplied addresses;

  • failed deliveries caused by inaccurate customer information;

  • additional shipping costs resulting from address corrections after dispatch.

Where parcels are returned due to incorrect delivery details, additional shipping fees may apply before redelivery.

12. Stock Availability

All orders are subject to stock availability.

If a purchased item becomes unavailable after payment:

  • Urban Depot may offer an alternative product;

  • issue store credit;

  • partially fulfil the order;

  • or provide a refund.

Urban Depot reserves the right to limit purchase quantities at its discretion.

13. Fraud Prevention

Urban Depot reserves the right to:

  • request identity verification before dispatch;

  • delay shipment pending security checks;

  • cancel suspicious orders;

  • refuse service where fraudulent activity is suspected.

Failure to provide requested verification may result in cancellation and refund.

14. Force Majeure

Urban Depot shall not be liable for delays or failures caused by events beyond our reasonable control, including:

  • natural disasters;

  • severe weather;

  • strikes or labour disputes;

  • riots or civil unrest;

  • war;

  • pandemics;

  • courier disruptions;

  • load shedding;

  • internet or telecommunications failures;

  • government restrictions.

15. Limitation of Liability

To the fullest extent permitted under South African law:

  • Urban Depot’s liability relating to shipping and delivery is limited to the value of the purchased goods;

  • Urban Depot shall not be liable for indirect, incidental, consequential, or special damages arising from courier delays, failed deliveries, or logistics disruptions.

Nothing in this policy excludes rights that cannot legally be excluded under South African law.

16. Contact Information

For shipping or delivery queries, contact:

Urban Depot
Email: urbandepot2026@gmail.com

17. Governing Law

This policy is governed by the laws of the Republic of South Africa.

Any disputes arising from this policy shall be subject to the jurisdiction of the South African courts.