Shipping policy

SHIPPING POLICY

Effective Date: 01 January 2026

This Shipping Policy governs the delivery of products purchased from Sters through our website, online platforms, authorised sales channels, and direct business transactions.

By placing an order, you agree to the terms outlined below.

1. ORDER PROCESSING

Orders are processed during normal business operating hours on business days only.

Orders are generally processed within 1–3 business days following successful payment confirmation.

Processing times may vary during:

  • Promotional periods
  • Peak trading periods
  • Public holidays
  • Inventory audits
  • Product launches
  • Circumstances beyond our reasonable control

Order processing times are separate from courier transit times.

2. SHIPPING DESTINATIONS

Products are currently shipped within South Africa unless otherwise agreed in writing.

Delivery availability may vary depending on:

  • Courier coverage areas
  • Accessibility of the destination
  • Security restrictions
  • Regional service limitations

We reserve the right to decline delivery to certain locations where courier services are unavailable or unreliable.

3. SHIPPING CHARGES

Shipping charges are calculated based on factors that may include:

  • Delivery location
  • Package size
  • Package weight
  • Courier rates
  • Order value

Applicable shipping fees will be displayed before final order confirmation where possible.

The Company reserves the right to adjust shipping charges where an error in shipping calculations has occurred.

Customers will be notified before any additional charges are applied.

4. DELIVERY ESTIMATES

Estimated delivery times are provided as a guideline only.

Typical delivery timeframes may range between:

Area Estimated Delivery Time
Major Metropolitan Areas 1–5 Business Days
Regional Areas 2–7 Business Days
Remote Areas 3–10 Business Days

Delivery estimates are not guaranteed.

Actual delivery times may be affected by:

  • Courier delays
  • Weather conditions
  • Public holidays
  • Industrial action
  • Road closures
  • High shipping volumes
  • Supply chain disruptions

5. CUSTOMER DELIVERY RESPONSIBILITIES

Customers are responsible for ensuring that:

  • Delivery information is accurate and complete;
  • A person is available to receive the order where required;
  • Contact details provided are current and correct.

The Company shall not be responsible for delays, losses, or additional charges resulting from incorrect information supplied by the customer.

Where a parcel must be re-delivered due to customer error, additional delivery fees may apply.

6. DELIVERY CONFIRMATION

A shipment may be considered successfully delivered when:

  • Signed for by the customer;
  • Signed for by an authorised representative;
  • Signed for by a person present at the delivery address;
  • Marked as delivered by the courier in accordance with their procedures.

Responsibility for the goods passes to the customer upon successful delivery.

7. FAILED DELIVERY ATTEMPTS

If delivery cannot be completed due to:

  • Customer unavailability;
  • Incorrect address details;
  • Refusal of delivery;
  • Failure to respond to courier communications;

the parcel may be:

  • Returned to the courier depot;
  • Returned to the Company;
  • Subject to additional delivery charges before re-dispatch.

Original shipping fees are non-refundable in such circumstances.

8. DAMAGED OR MISSING SHIPMENTS

Customers must inspect shipments promptly upon receipt.

Claims relating to:

  • Damaged products;
  • Missing items;
  • Incorrect products;
  • Tampered packaging;

must be reported within 48 hours of delivery.

To assist with investigations, customers may be asked to provide:

  • Photographs of the package;
  • Photographs of the products;
  • Proof of purchase;
  • Delivery documentation.

Failure to report issues within a reasonable period may limit our ability to investigate claims with the courier.

9. LOST SHIPMENTS

A shipment will generally only be considered lost after an investigation has been completed with the courier partner.

Where a shipment is confirmed lost in transit, the Company may, at its discretion:

  • Replace the order;
  • Issue store credit;
  • Issue a refund.

Investigation timelines depend on courier procedures and may vary.

10. BULK, WHOLESALE AND COMMERCIAL ORDERS

Wholesale, retailer, distributor, and commercial deliveries may be subject to separate shipping arrangements.

Additional charges may apply for:

  • Pallet deliveries;
  • Special handling requirements;
  • Large-volume shipments;
  • Remote delivery destinations.

Delivery dates for wholesale orders are estimates only unless otherwise agreed in writing.

11. DELIVERY DELAYS

The Company shall not be liable for losses arising from delivery delays caused by:

  • Courier service interruptions;
  • Adverse weather conditions;
  • Government restrictions;
  • Power outages;
  • Industrial action;
  • Civil unrest;
  • Transport disruptions;
  • Force majeure events.

Delivery dates provided are estimates and do not constitute guaranteed delivery commitments.

12. REFUSAL OF DELIVERY

Customers who refuse delivery of an order without a valid reason recognised under applicable consumer protection laws may remain responsible for:

  • Original shipping charges;
  • Return shipping charges;
  • Administrative costs incurred by the Company.

Refunds, where applicable, may be reduced by these costs.

13. RISK AND OWNERSHIP

Risk in the products passes to the customer upon delivery.

Ownership of goods remains with the Company until full payment has been received and cleared.

Where payment is reversed, disputed, or fraudulently obtained, the Company reserves all rights available under applicable law.

14. FORCE MAJEURE

The Company shall not be responsible for delays or failures in shipping caused by circumstances beyond its reasonable control, including but not limited to:

  • Natural disasters;
  • Floods;
  • Fires;
  • Epidemics or pandemics;
  • Civil unrest;
  • Power failures;
  • Labour disputes;
  • Supply shortages;
  • Government actions;
  • Transport disruptions.

15. POLICY CHANGES

The Company reserves the right to amend this Shipping Policy at any time.

Any revised version will become effective upon publication through official channels.

Continued use of our services following publication of an updated policy constitutes acceptance of the revised terms.

Delivery Address Verification

Customers are responsible for ensuring that all delivery information submitted at checkout is complete and accurate. The Company shall not be liable for parcels delivered to an address supplied incorrectly by the customer.