SHIPPING POLICY

Arcan Kaleidoscope
arcankaleidoscope@gmail.com
Last updated: 14/01/2026

This Shipping Policy explains how and when orders are processed, delivered, and tracked. By placing an order with Arcan Kaleidoscope, you agree to the terms outlined below.

1. Processing Time
All orders are processed within 2–5 business days.
Processing time does not include weekends or public holidays.
If your order contains a custom or made-to-order piece, additional production time may apply. Custom order timelines will be communicated individually.
Processing time is separate from shipping time.

2. South African Shipping
We ship locally using The Courier Guy or alternative reliable couriers when required.
Estimated delivery times:
- Major cities: 1–3 business days after dispatch
- Outlying areas: 2–5 business days after dispatch
These timelines are estimates only and may vary due to courier volume, weather conditions, or unforeseen disruptions.

3. International Shipping
International shipping is available to selected countries.
Delivery times vary depending on destination, customs processing, and local courier networks. Most international deliveries take:
- 7–21 business days after dispatch.
- Customs, Duties & Taxes

International customers are responsible for:
- Customs duties
- Import taxes
- Clearance fees
- Any additional charges applied by their destination country
These fees are not included in product prices or shipping costs.
We are unable to predict or control customs charges.

4. Shipping Fees
Shipping fees are calculated at checkout based on destination, parcel weight, and courier rates.
Shipping fees are non-refundable, even if:
- A parcel is delayed
- A parcel is returned to sender due to an incorrect address
- The customer refuses customs fees

5. Tracking Information
Once your order is dispatched, you will receive:
- A shipping confirmation email
- A tracking link
- Courier reference number
Please allow up to 24 hours for tracking information to update on the courier’s system.

6. Incorrect or Incomplete Addresses
It is the customer’s responsibility to provide a complete and accurate delivery address.
Arcan Kaleidoscope is not responsible for:
- Parcels delivered to incorrect addresses provided by the customer
- Delays caused by address errors
- Additional fees for re-delivery
If a parcel is returned due to an incorrect address, the customer is responsible for new shipping charges before the order is resent.

7. Risk of Loss, Delays, or Damage in Transit
Once a parcel is handed to the courier, risk transfers to the customer.
This means Arcan Kaleidoscope is not liable for:
- Lost parcels
- Stolen parcels
- Delayed deliveries
- Parcels damaged by the courier
- Parcels marked as “delivered” but not received
We will assist with courier investigations or claims where possible, but we are not financially responsible for courier-related issues.

8. Returned or Undeliverable Parcels
If a parcel is returned to us as undeliverable:
- The customer will be contacted
- Re-delivery charges must be paid before the parcel is resent
- Shipping fees are not refundable
If the customer does not respond within 14 days, the order may be considered abandoned.

9. Pre-Orders & Made-to-Order Items
If your purchase includes a pre-order or made-to-order item, dispatch will take place only once the item is completed.
Estimated production timelines will be stated in the product listing or communicated directly.

10. Delays Beyond Our Control
We are not responsible for delays caused by:
- Courier backlogs
- Customs inspections
- Strikes
- Natural disasters
- Political or regional disruptions
- Peak season delays
These circumstances are outside our control and do not qualify for refunds.

11. Contact for Shipping Queries
If you have questions about your shipment, please contact:
arcankaleidoscope@gmail.com
Johannesburg, South Africa
*Please include your order number for faster assistance.