Shipping Policy
Effective Date: 19 September 2026
This Shipping Policy applies to purchases made directly through the Talking Hat online store and forms part of our Terms & Conditions.
Talking Hat delivers products throughout South Africa using courier and, where available, locker-to-locker or collection-point services. The available delivery method and applicable shipping charge may depend on the size, weight, nature and destination of the order. We are based in Mooi River in the KZN Midlands and despatch orders from this location.
1. Order Processing
Orders are processed once the order has been placed and payment has been received and cleared.
For EFT payments, submission of proof of payment does not necessarily mean that payment has cleared. Orders will be processed once payment has been verified.
Orders containing products that are in stock are generally processed within 1–3 business days after payment has been confirmed.
Where operationally possible, orders received before a stated cut-off time on a business day may be processed the same day. Same-day processing is not guaranteed.
Orders received after the applicable cut-off time, on weekends or on public holidays will generally be processed on the next business day.
2. Standard Door Delivery
Our standard courier service delivers to residential and business addresses within areas serviced by our courier partners.
Shipping charges are calculated at checkout based on the size, weight and destination of the order, or are otherwise communicated before the order is finalised. Rates are subject to change.
The applicable parcel size or shipping category is determined by Talking Hat based on the packaging, dimensions, weight and shipping requirements of the order.
3. Locker-to-Locker / Collection-Point Delivery
Where offered and suitable for the order, Talking Hat may provide locker-to-locker (e.g. PUDO or similar) or designated collection-point delivery. The customer must provide or select the correct destination locker or collection point for the order to be despatched correctly.
Customers are responsible for collecting the parcel within the applicable collection period notified by the service provider. Failure to collect within the stated time may result in the parcel being returned or redirected, with any additional charges potentially payable by the customer.
3.1 Missing or Incomplete Destination Information
Where a customer selects a locker or collection-point option but does not provide sufficient information, Talking Hat will make reasonable efforts to contact the customer using the details supplied with the order. The order may be held from despatch until the correct destination has been confirmed.
3.2 Changing Delivery Method
If a customer requests a change from locker/collection-point delivery to door delivery (or vice versa), any difference in shipping charges will be payable by the customer. Talking Hat will advise of any additional amount before making the change. Changes are subject to service availability and coverage.
4. Delivery Estimates
As a general guide (after despatch):
- Main centres: approximately 1–3 business days
- Regional areas: approximately 2–5 business days
- Outlying or remote areas may require additional transit time
Locker or collection-point delivery times may differ depending on network coverage and availability.
Delivery estimates are provided as guidance only and are not guaranteed delivery dates. Transit time begins once the order has been despatched to the relevant delivery provider.
5. Free Shipping
Free shipping may be offered on qualifying orders over the applicable threshold displayed on our website or at checkout.
Unless otherwise stated, free shipping applies to standard delivery within South Africa on eligible orders. Free shipping does not automatically apply to all product categories, large/bulk orders, or alternative delivery methods unless specifically indicated.
Where free shipping is offered, Talking Hat will determine the applicable delivery method unless another option is expressly offered at checkout.
6. Back-Orders
Where a product is temporarily unavailable, the order (or part of it) may be placed on back-order. Expected processing times will be communicated where possible, but supplier lead times may vary.
Where an order contains both available and back-ordered items, Talking Hat may contact the customer regarding options, including holding the complete order or arranging a split shipment. Additional shipping charges for split shipments may apply if requested by the customer.
7. Large and Bulk Orders
Large-volume, bulk or unusually heavy orders may require specialised freight or alternative arrangements. Standard rates may not apply. Talking Hat will communicate the applicable shipping cost before despatch where reasonably practicable.
8. Delivery Address
Customers are responsible for providing complete and accurate delivery information, including:
- Recipient name
- Full street address (or correct locker/collection-point details)
- Suburb, city/town and postal code
- Contact telephone number
Talking Hat may contact the customer where information appears incomplete or incorrect. Any additional charges arising from incorrect or incomplete information supplied by the customer may be payable by the customer, subject to applicable law.
9. Failed Delivery and Re-Delivery
If delivery cannot be completed due to circumstances attributable to the customer (incorrect address, unavailable recipient, refusal of delivery, or failure to collect from a locker/collection point within the allowed period), additional delivery or re-delivery charges may apply.
Talking Hat will contact the customer to arrange the next steps. Any additional shipping charges arising from a customer-requested re-delivery or change of method may be payable by the customer, subject to applicable law.
10. Collection
Customers may collect orders directly from Talking Hat in Mooi River where collection has been arranged in advance by appointment and subject to stock availability.
Customers arranging collection with their own courier are responsible for providing the necessary collection details or waybill. Talking Hat is not responsible for the subsequent performance of the customer’s chosen courier, subject to the customer’s statutory rights.
11. Courier Delays
Talking Hat uses third-party logistics providers. While we will take reasonable steps to assist with delivery-related queries, delivery dates are estimates and may be affected by circumstances outside our reasonable control (including operational disruptions, weather, strikes, peak volumes, or incorrect information).
This does not limit any rights or remedies available to consumers under applicable South African law.
12. Damaged Parcels
If a parcel appears visibly damaged on delivery, please photograph the parcel and packaging before opening it where reasonably possible.
If products have been damaged in transit, contact us as soon as reasonably possible (preferably within 48 hours of delivery) and retain the original packaging until the matter is resolved. Please refer to our Returns & Refunds Policy for the applicable process.
13. Tracking
Where tracking is available, tracking information will generally be supplied once the order has been despatched. Tracking is provided by the relevant delivery partner and may take time to update.
If tracking shows delivery or collection but the parcel has not been received, contact Talking Hat promptly so we can assist with an investigation.
14. International Shipping
International shipping is not offered as a standard option through the online store. Customers requiring delivery outside South Africa should contact us before placing an order so that availability, costs and requirements can be considered.
Unless otherwise agreed, the recipient is responsible for any customs duties, import taxes, clearance charges or other destination-country charges.
15. Public Holidays and Peak Periods
Processing and delivery times may be extended during public holidays, promotional periods, peak shopping periods and other times of high volume. Where a significant delay is anticipated, we will make reasonable efforts to communicate this to affected customers.
16. Shipping Charges and Consumer Rights
Shipping charges are displayed or communicated before an order is finalised.
Nothing in this Shipping Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded under applicable South African law. Where a statutory remedy requires Talking Hat to bear the cost of return, collection, replacement, repair or delivery, the applicable statutory requirement will take precedence.
17. Contact
For shipping enquiries, delivery issues or assistance with an order, please contact:
Talking Hat
Email: sales@talkinghat.co.za
Telephone: +27 61 517 7338
Please include your order number when contacting us about an existing order.