Shipping policy

LuqaNala Online Store – Shipping Policy

Last Updated: 31 August 2026

At LuqaNala Online Store, we are committed to delivering your order safely, securely and as quickly as possible.

1. Delivery Areas

We currently deliver orders within South Africa.

Delivery availability may vary depending on the customer's location and the courier service available in that area.

2. Order Processing

Orders are processed after successful payment has been received and confirmed.

Orders are normally processed within 1–3 business days, excluding weekends and public holidays.

Once your order has been dispatched, you will receive your tracking information where tracking is available.

3. Delivery Times

Estimated delivery times are:

Normal delivery : 3–7 business days
Express delivery: 1–2 business days
Remote areas: 5–10 business days

These are estimated delivery periods and may be affected by courier delays, public holidays, adverse weather, incorrect delivery information or circumstances beyond our reasonable control.

LuqaNala will communicate with customers where we become aware of a significant delivery delay.

4. Shipping Fees

Shipping charges will be displayed at checkout before payment is completed.

Shipping fees may vary depending on:

Delivery address
Parcel size and weight
Courier service selected
Promotional offers

From time to time, LuqaNala may offer free delivery or discounted shipping subject to the terms of the applicable promotion.

5. Tracking Your Order

Where tracking is available, customers will receive a tracking number after their order has been dispatched.

Customers can use the tracking information provided to monitor the progress of their delivery.

6. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate delivery information, including:

Full name
Physical delivery address
Contact telephone number
Email address
Correct postal code

LuqaNala Online Store cannot be held responsible for delays caused by incorrect or incomplete information supplied by the customer.

If an order needs to be re-shipped because incorrect delivery information was provided, additional shipping charges may apply where legally permitted.

7. Failed Delivery Attempts

If the courier cannot complete delivery because the customer is unavailable or the address cannot be accessed, the courier may attempt delivery again or contact the customer.

Customers should ensure that someone is available to receive the parcel where required.

8. Damaged Parcels

Customers should inspect their parcel when it is delivered.

If your parcel appears damaged, please contact LuqaNala Online Store as soon as possible and provide photographs of the packaging and the product.

We will investigate the matter and provide an appropriate remedy where required by applicable law.

9. Lost or Delayed Orders

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We will contact the relevant courier and investigate the delivery status.

Goods remain at the supplier's risk until delivery and acceptance in accordance with applicable South African consumer law.

10. International Shipping

At this time, LuqaNala Online Store does not offer international shipping unless specifically stated on the product or checkout page.

If international shipping becomes available, additional customs duties, taxes and import charges may apply to the customer where applicable.

11. Delivery Delays

Although we aim to meet the estimated delivery times, unexpected circumstances may cause delays.

If an order cannot be delivered within the agreed or applicable period, LuqaNala will communicate with the customer and provide the available options in accordance with applicable consumer law.

South African consumer law provides protections concerning delivery timing and the consumer's rights when agreed delivery arrangements are not met.