Shipping Policy – Soul Trail

Last Updated: 18 September 2026

Thank you for shopping with Soul Trail. This Shipping Policy outlines how orders are processed, shipped and delivered within South Africa.

By placing an order with Soul Trail, you agree to the terms below.

1. Shipping Locations

Soul Trail currently ships within South Africa only.

We reserve the right to refuse delivery to certain remote, restricted or high-risk areas where courier services may be unavailable.

2. Courier Partner

Orders are shipped using Aramex Store to Door or other approved courier partners at our discretion.

Courier selection may vary depending on the delivery location, operational requirements or service availability.

3. Processing and Production Time

Orders are typically processed within 1–2 business days after payment confirmation.

Some products may require additional production or fulfilment time before they are dispatched.

Processing or production times may be longer during:

• Public holidays

• Promotional periods

• High order volumes

• Supplier or production delays

• Unforeseen operational circumstances

Business days exclude weekends and public holidays.

4. Estimated Delivery Times

Estimated delivery time is approximately 5-10 business days after dispatch.

Delivery estimates are provided in good faith but are not guaranteed delivery dates.

Certain rural or outlying areas may experience longer delivery times.

5. Delays & Circumstances Beyond Our Control

While Soul Trail aims to deliver all orders within the estimated timeframe, delays may occur due to factors outside our reasonable control, including but not limited to:

• Courier delays

• Weather conditions

• Strikes

• Civil unrest

• Public holidays

• Supplier or production delays

• Incorrect customer information

• Remote delivery areas

• Other circumstances beyond our reasonable control

To the maximum extent permitted by South African law, Soul Trail shall not be held liable for shipping or delivery delays caused by third-party couriers or circumstances beyond our reasonable control.

Nothing in this policy limits any rights that cannot legally be excluded under applicable South African consumer laws.

6. Customer Responsibilities

Customers are responsible for ensuring that:

• Delivery information is accurate and complete

• Someone is available to receive the parcel where required

• Contact details are correct

• Any delivery instructions are properly provided

Soul Trail is not responsible for failed deliveries resulting from incorrect or incomplete information supplied by the customer.

Additional courier fees resulting from failed delivery attempts, returned parcels, address changes or re-delivery requests may be charged to the customer where permitted by law.

7. Tracking Information

Where available, tracking details will be provided once the order has been dispatched.

Customers are responsible for monitoring tracking updates and contacting the courier where necessary.

8. Lost, Stolen or Damaged Parcels

If your parcel arrives visibly damaged, please notify Soul Trail as soon as possible and provide clear photographs of:

• The packaging

• The shipping label

• The damaged item(s)

Soul Trail is not responsible for:

• Parcels stolen after confirmed delivery

• Delivery delays outside our reasonable control

• Incorrect delivery information provided by the customer

Claims for lost parcels will be investigated with the courier before any replacement or refund is considered, subject to applicable consumer law.

9. Order Refusals & Returned Shipments

If a parcel is:

• Refused

• Unclaimed

• Undeliverable

• Returned to sender

Soul Trail may recover applicable additional courier or return shipping costs from the customer where permitted by law.

Any refund or other remedy will be handled in accordance with our Returns & Refund Policy and applicable South African consumer law.

10. Contact Us

For any shipping-related questions, delivery issues or parcel enquiries, please contact:

Soul Trail Customer Support

Email: soultrailsupport@gmail.com

Response Time: 1–2 business days