FAQ / Shipping Info Page
Frequently Asked Questions
Shipping & Delivery
How much does shipping cost? Shipping is free on all orders over R500 delivered anywhere in South Africa. Orders below R500 are charged at a flat rate — you'll see the exact amount at checkout before you pay.
How long will my order take to arrive? Most orders are dispatched from our Meadowdale warehouse within 1–3 business days. Delivery typically takes 3–5 business days thereafter, depending on your location. Remote areas may take slightly longer.
Do you ship outside South Africa? Online checkout is for delivery within South Africa only. International shipping is quoted individually based on the items, weight and destination. Send us your list of items and delivery address and we'll come back to you with a quote.
Request an international shipping quote
Orders & Payment
What payment methods do you accept? We accept all major credit and debit cards, as well as payment options available at Shopify checkout. All transactions are processed securely.
Can I change or cancel my order after placing it? Please contact us as soon as possible at sales1@umlozi.com or call or WhatsApp +27 82 578 0715. We'll do our best to accommodate changes before your order is dispatched.
I didn't receive a confirmation email — what do I do? Check your spam or junk folder first. If it's not there, contact us with your name and order details and we'll resend it.
Returns & Refunds
Can I cancel my order after it arrives? Yes. You can cancel for any reason within 7 days of receiving your order. Return the item unused and in its original packaging and we'll refund you in full to your original payment method. You only pay the cost of sending it back.
What if I change my mind after 7 days? Up to 30 days after delivery you can return an unused item, in its original undamaged packaging with all parts included, for store credit. Store credit is issued as a gift card for the price you paid and is valid for 3 years. You arrange and pay for the return shipping.
Is there anything I can't return? For health and hygiene reasons we can't accept change-of-mind returns on food and consumables, opened beauty, hair care and bath products, opened test kits, opened baby feeding and nappy items, personalised items and gift cards. This never affects your rights if an item is damaged, defective or wrong.
What if my item arrived damaged or incorrect, or stops working? We're sorry to hear that — it doesn't happen often, but when it does we'll make it right. Let us know within 7 days if an item arrives damaged, missing or wrong. If an item turns out to be defective within 6 months of delivery, you can choose a repair, a replacement or a full refund. Email sales1@umlozi.com with your order number and a photo of the issue, and we'll cover the reasonable cost of sending it back.
Are sale items returnable? Yes — sale items can be returned for store credit at the price you paid, and are fully covered if damaged or defective.
How do I return something? Contact us first by email or WhatsApp with your order number, the item and the reason. Please don't send anything back before we've confirmed the return.
How long do refunds take? We inspect returns and confirm the outcome by email within 5 business days of receiving them. Approved refunds go back to your original payment method; card refunds can take a few extra days to show, depending on your bank. See our full Refund Policy for details.
Products
Are your products safe for children? Yes — all children's products we stock meet applicable South African safety standards. Age recommendations are listed on each product page. Always supervise young children during play.
Some items show "Sold Out" — will they come back in stock? Many of our products are restocked regularly. If something you want is out of stock, feel free to email us and we'll let you know when it's back.
Where else can I buy Umlozi products? Many of our products are also listed on Takealot and Amazon South Africa. Shopping directly on umlozi.com gives you access to our full catalogue.
Contact Us
Still have a question? We’re here to help!
📞 Phone / WhatsApp: +27 82 578 0715
✉️ sales1@umlozi.com
🕐 Monday–Friday, 9am–4pm