Shipping & Delivery Policy

Last updated: 6 September 2026

  1. PURPOSE OF THIS POLICY

This Shipping & Delivery Policy explains how orders placed through the MutiSquare Shop are processed, shipped and delivered.

This policy applies to physical products purchased through MutiSquare.

  1. DELIVERY AREA

MutiSquare primarily delivers within South Africa.

Delivery availability may depend on:

  • the customer’s location;
  • the product purchased;
  • courier availability;
  • the seller or supplier;
  • delivery restrictions; and
  • other practical or legal considerations.

If delivery to a particular location is unavailable, the customer will be informed where reasonably possible.

  1. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

This should include, where applicable:

  • recipient’s full name;
  • street address;
  • suburb or area;
  • city or town;
  • province;
  • postal code;
  • contact telephone number; and
  • any information reasonably required for successful delivery.

MutiSquare will not be responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.

  1. DELIVERY METHODS

MutiSquare may use independent courier companies, delivery services, collection arrangements or other appropriate delivery methods.

Available delivery options may be displayed during checkout.

The delivery method available may depend on the customer’s location, product type, seller and size or weight of the order.

  1. DELIVERY FEES

Delivery charges, where applicable, will normally be displayed during checkout before the customer completes payment.

Delivery fees may vary depending on factors including:

  • delivery location;
  • parcel size;
  • parcel weight;
  • delivery method;
  • courier charges; and
  • the products ordered.

Promotional or free-delivery offers may occasionally be available subject to their stated conditions.

  1. ORDER PROCESSING

Orders will generally be processed after successful payment confirmation, unless another payment arrangement is specifically offered.

Processing time may vary depending on:

  • product availability;
  • seller or supplier availability;
  • weekends and public holidays;
  • order volumes; and
  • other operational circumstances.
  1. DELIVERY TIMEFRAMES

Any delivery timeframe displayed by MutiSquare is an estimate unless expressly stated otherwise.

Delivery times may vary depending on the customer’s location, courier, seller, stock availability and other circumstances.

Where reasonably possible, customers will be informed of material delays affecting their orders.

  1. WEEKENDS AND PUBLIC HOLIDAYS

Order processing and deliveries may be affected by weekends and South African public holidays.

Orders placed outside normal processing periods may be processed on the next applicable business day.

  1. ORDER CONFIRMATION

After an order has been successfully placed, the customer may receive an order confirmation by email or through the website.

Customers should check the order information and contact MutiSquare as soon as reasonably possible if they identify an error.

  1. ORDER TRACKING

Where tracking is available, customers may receive tracking information after an order has been dispatched.

Tracking availability depends on the courier or delivery method being used.

  1. DELIVERY BY INDEPENDENT COURIERS

MutiSquare may use independent courier companies to deliver orders.

Once an order has been handed to a courier, delivery may be affected by circumstances outside MutiSquare’s direct control.

MutiSquare will nevertheless assist customers with reasonable delivery enquiries and will comply with its obligations under applicable South African law.

  1. RECEIVING AN ORDER

Customers or their authorised recipients should inspect parcels reasonably soon after delivery.

Where packaging appears seriously damaged, customers should retain the packaging and take photographs where reasonably possible.

Any missing, damaged or incorrect products should be reported to MutiSquare as soon as reasonably possible.

  1. DAMAGED PRODUCTS

If a product arrives damaged, the customer should contact MutiSquare and provide:

  • their order number;
  • details of the damaged product;
  • photographs of the product and packaging where reasonably possible; and
  • any other information reasonably required to investigate the matter.

The matter will be handled in accordance with MutiSquare’s Refund, Returns & Cancellation Policy and applicable law.

  1. INCORRECT PRODUCTS

If a customer receives a product materially different from what was ordered, the customer should notify MutiSquare as soon as reasonably possible.

MutiSquare will investigate and arrange an appropriate remedy where required.

  1. MISSING ITEMS

If an order contains missing items, the customer should contact MutiSquare with the order details.

MutiSquare may investigate the matter with the seller, supplier, warehouse or courier before determining the appropriate remedy.

  1. LOST PARCELS

Where tracking or other information indicates that a parcel may have been lost, MutiSquare will investigate the matter with the relevant courier or delivery provider.

Where the goods cannot be delivered, MutiSquare will provide an appropriate remedy in accordance with applicable law.

  1. FAILED DELIVERY

If delivery cannot be completed because:

  • nobody is available to receive the parcel;
  • the address provided is incorrect or incomplete;
  • the recipient cannot be contacted; or
  • access to the delivery location is not reasonably possible,

the courier may attempt redelivery, return the parcel or require further instructions.

Additional delivery costs may apply where legally permitted and where the failed delivery resulted from circumstances attributable to the customer.

  1. COLLECTION

MutiSquare may offer collection for certain products or locations.

Where collection is available, the collection location, times and applicable requirements will be communicated to the customer.

Customers should not travel to collect an order until they have received confirmation that the order is ready for collection.

  1. STOCK AVAILABILITY

All products are subject to availability.

If a product becomes unavailable after an order has been placed, MutiSquare will communicate with the customer and provide an appropriate solution.

This may include:

  • waiting for stock where agreed;
  • selecting an alternative product where agreed; or
  • receiving a refund where appropriate.
  1. MULTIPLE PRODUCTS AND SELLERS

As MutiSquare develops its marketplace, an order may contain products supplied by different sellers or suppliers.

Products from the same order may therefore sometimes be dispatched separately and arrive at different times.

Where applicable, separate delivery or tracking information may be provided.

  1. MARKETPLACE SELLERS

Where independent sellers are permitted to sell products through MutiSquare, they may be responsible for preparing and dispatching their products.

MutiSquare may establish delivery standards that sellers are required to follow.

The identity of the applicable seller should be made reasonably clear where required.

Nothing in this arrangement removes consumer rights that apply under South African law.

  1. DELIVERY RESTRICTIONS

Certain products may be subject to delivery restrictions because of:

  • legal requirements;
  • safety considerations;
  • courier restrictions;
  • product characteristics; or
  • destination limitations.

MutiSquare may refuse or cancel delivery where fulfilling the order would be unlawful or reasonably unsafe.

Any payment due to be refunded following such cancellation will be handled in accordance with applicable law and MutiSquare’s Refund, Returns & Cancellation Policy.

  1. TRADITIONAL, HERBAL AND RELATED PRODUCTS

Some products offered through MutiSquare may include herbs, roots, bark, oils, powders, incense, traditional products or other specialist goods.

Customers should review applicable product information, instructions and warnings before use.

Delivery of these products may be restricted where required by law or by the applicable courier.

  1. INTERNATIONAL DELIVERY

MutiSquare does not guarantee international delivery.

If international delivery is introduced, additional shipping charges, customs duties, taxes, import restrictions and delivery conditions may apply.

These will be communicated where applicable.

  1. DELIVERY DELAYS OUTSIDE REASONABLE CONTROL

Delivery may occasionally be affected by circumstances such as severe weather, transport disruption, courier delays, strikes, public emergencies, infrastructure failures or other events outside reasonable control.

MutiSquare will take reasonable steps to communicate and resolve material delivery problems.

Nothing in this section limits rights that customers have under applicable law.

  1. CHANGE OF DELIVERY ADDRESS

Customers wishing to change a delivery address should contact MutiSquare as soon as possible.

An address cannot always be changed once an order has been processed or dispatched.

  1. CANCELLING AN ORDER BEFORE DELIVERY

Customers wishing to cancel an order should contact MutiSquare as soon as reasonably possible.

Where an order has already been dispatched, the applicable returns procedure may need to be followed.

Cancellation and refund rights are governed by MutiSquare’s Refund, Returns & Cancellation Policy and applicable South African law.

  1. PROOF OF DELIVERY

MutiSquare or its delivery provider may use reasonable proof of delivery, including electronic delivery records, delivery confirmation, recipient details or signatures where applicable.

  1. CUSTOMER SUPPORT

Customers experiencing delivery problems should contact MutiSquare through the Contact page.

Customers should provide their order number and sufficient information for the order to be identified and investigated.

  1. CONSUMER RIGHTS

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or waive any right that cannot lawfully be excluded under applicable South African consumer law.

Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

  1. CHANGES TO THIS POLICY

MutiSquare may update this Shipping & Delivery Policy as its delivery methods, couriers, sellers and marketplace services develop.

The latest version will be published on the MutiSquare website with an updated revision date.

  1. CONTACT MUTISQUARE

Questions regarding shipping, delivery, collection or an existing MutiSquare Shop order may be submitted through the Contact page on the MutiSquare website.

Shopping Cart