For the online store operated at www.kraalartisans.co.za

Effective date: 01 August 2026

1.            Purpose and application

1.1.      This Shipping and Delivery Policy regulates the dispatch, shipment, courier, collection, delivery, receipt, inspection, storage and related delivery administration of products purchased from Kraal Artisans through the Website, any online store, quotation, invoice, order form, social media shop, WhatsApp order or other authorised sales channel.

1.2.      This Policy applies to all products supplied by Kraal Artisans, including decorative animal skulls and horns, animal skin carpets, hides, leather products, wooden kitchen boards, wooden serving boards, home decor and other natural, handcrafted, curated or luxury artisan products.

1.3.      This Policy is incorporated into and must be read together with the Kraal Artisans Terms and Conditions, Return and Refund Policy, Privacy Policy, applicable product care instructions, and any written quotation or invoice issued by Kraal Artisans.

1.4.      In the event of any conflict between this Policy and any mandatory provision of South African law, the law shall prevail and the remaining provisions of this Policy shall continue to apply.

2.            Statutory consumer rights preserved

2.1.      Nothing in this Policy is intended to unlawfully exclude, restrict or limit any right, remedy, warranty or protection afforded to a consumer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable law.

2.2.      Where a transaction is governed by section 46 of the Electronic Communications and Transactions Act, Kraal Artisans shall execute the order within the agreed period or, where no period has been agreed, within the period prescribed by law, unless the parties agree otherwise or performance is prevented by lawful or objectively justifiable circumstances.

2.3.      Where the Consumer Protection Act applies to the delivery of goods, the consumer’s statutory rights regarding agreed delivery date, agreed delivery place, examination of goods, and risk before acceptance of delivery shall be respected.

2.4.      Clauses that limit liability, allocate delivery risk, require the Customer to pay additional charges, or impose duties on the Customer must be read subject to applicable non-excludable statutory rights.

3.            Definitions

3.1.      “Business Day” means any day other than a Saturday, Sunday or official public holiday in the Republic of South Africa.

3.2.       “Customer”, “you” and “your” mean the person or entity placing an order, paying for a Product, receiving a Product, or otherwise contracting with Kraal Artisans.

3.3.       “Delivery Address” means the address nominated by the Customer for delivery and accepted by Kraal Artisans or its courier.

3.4.       “Product” means any item supplied or to be supplied by Kraal Artisans, including natural, animal-derived, handmade, unique, oversized, fragile, bespoke, customised, commissioned, or special-order items.

3.5.       “Dispatch” means the release of a Product from Kraal Artisans, its supplier, workshop, warehouse or dispatch point to the courier, delivery service, freight service, collection agent or Customer.

3.6.       “Delivery” means the tender of the Product at the Delivery Address, collection point, customer-selected courier depot, or other delivery point agreed in writing.

4.            Delivery area

4.1.      Unless Kraal Artisans expressly agrees otherwise in writing, deliveries are available only within the Republic of South Africa.

4.2.      Kraal Artisans may decline delivery to any area which is inaccessible, unsafe, not serviced by our courier network, subject to unreasonable delivery risk, subject to legal restriction, or not commercially feasible for the relevant Product.

4.3.      Delivery to farms, remote areas, mines, estates, game reserves, lodges, informal addresses, high-risk areas, military areas, ports, airports, industrial sites, and outlying areas may be subject to additional charges, longer delivery times, special access requirements or courier limitations.

4.4.      Kraal Artisans does not deliver to post boxes, unattended public locations, or any address where a courier cannot obtain reasonable proof of delivery.

4.5.      Any request for delivery outside South Africa is subject to prior written approval, quotation, customs requirements, permit requirements, conservation law compliance, courier acceptance and full prepayment of all additional charges. Kraal Artisans may refuse any international or cross-border delivery request without liability.

5.            Order processing and dispatch

5.1.      Orders are processed only after Kraal Artisans has received full cleared payment, completed any required verification, confirmed availability of the Product, and accepted the order.

5.2.      Proof of payment does not constitute cleared payment. An order will not be dispatched until the relevant funds reflect as cleared and irreversible in Kraal Artisans’ account or until payment is confirmed by the authorised payment gateway.

5.3.      Kraal Artisans may perform anti-fraud checks and may request proof of identity, proof of address, cardholder confirmation, proof of payment or any other reasonable verification before dispatch.

5.4.      Processing time varies according to the Product type, availability, packaging requirements, quality inspection, size, weight, fragility, supplier release, customisation requirements and courier availability.

5.5.      Unless a specific dispatch period is agreed in writing or submitted/informed directly by Kraal Artisan, the following indicative processing periods may apply after payment clearance:

5.6.      Processing periods are estimates only unless Kraal Artisans expressly confirms a binding dispatch date in writing.

5.7.      Kraal Artisans may delay dispatch where payment verification, fraud screening, product inspection, re-packaging, courier restrictions, legal compliance or special handling reasonably requires such delay.

6.            Delivery fees and additional charges

6.1.      Delivery fees are calculated at checkout, reflected on an invoice, or quoted separately by Kraal Artisans. Delivery fees may differ according to Product size, Product weight, Product value, destination, courier service, packaging requirements, insurance requirements, delivery speed and access requirements.

6.2.      Large, fragile, heavy, high-value or irregular Products may attract additional charges for protective packaging, crating, freight delivery, manual handling, courier surcharge, delivery insurance, route surcharge, storage, redelivery, special collection, or after-hours delivery.

6.3.      Unless expressly included in the purchase price or confirmed in writing, delivery, insurance, customs, permits, export documents, special packaging, storage and redelivery charges are payable by the Customer.

6.4.      Kraal Artisans may withhold dispatch until all delivery-related charges have been paid in full.

6.5.      Any quotation for delivery is based on the information supplied by the Customer. If the information is incomplete or incorrect, or if the courier imposes additional charges due to the actual delivery circumstances, the Customer may be liable for the additional reasonable charges, subject to applicable law.

7.            Indicative delivery timeframes

7.1.      Delivery timeframes commence only after dispatch, not from the date of order placement, unless expressly stated otherwise in writing.

7.2.      The following delivery timeframes are indicative estimates only and may vary depending on courier capacity, destination, product type, public holidays, seasonal volumes and other operational factors:

 

7.3.      Delivery estimates are provided in good faith and are not guaranteed unless expressly confirmed by Kraal Artisans in writing as binding.

7.4.      Kraal Artisans shall take reasonable steps to notify the Customer of material delivery delays of which Kraal Artisans becomes aware.

7.5.      A delay by a courier, supplier, freight provider or third-party service provider shall not entitle the Customer to damages against Kraal Artisans, except to the extent required by law.

8.            Delivery methods

8.1.      Kraal Artisans may deliver Products by courier, freight provider, specialised delivery service, supplier direct dispatch, in-house delivery, arranged collection, or any other method reasonably suitable for the Product and destination.

8.2.      Kraal Artisans may select the courier or delivery method unless a specific delivery arrangement is agreed in writing.

8.3.      Where a Customer requests a specific courier, urgent delivery, insured delivery, after-hours delivery, weekend delivery, direct route, special packaging or special handling, Kraal Artisans may charge additional costs and may decline the request if impractical or unavailable.

8.4.      Delivery of large, heavy, fragile, natural or irregular Products may be door-to-door, threshold-only, kerbside-only, ground-floor-only or freight-drop delivery, depending on the courier’s service level and Product characteristics.

8.5.      Unless expressly agreed in writing, couriers do not install, mount, hang, assemble, unpack, place, hoist, move furniture, remove doors, carry Products upstairs, remove old items, or dispose of packaging.

9.            Customer delivery obligations

9.1.      The Customer must provide a complete, accurate and accessible Delivery Address, including unit number, estate name, business name, floor, access code, contact person, telephone number, security instructions and any other information reasonably required for delivery.

9.2.      The Customer must ensure that the Delivery Address is suitable for the Product, including access width, staircases, elevators, doorways, walls, parking, loading areas and security clearance.

9.3.      The Customer must ensure that a responsible person is available to receive, inspect and sign for the Product during the delivery window.

9.4.      A person who receives and signs for the Product at the Delivery Address may be treated as duly authorised by the Customer, unless Kraal Artisans has been informed in writing before dispatch that only a named person may accept delivery.

9.5.      The Customer must not refuse delivery without lawful cause. If delivery is refused for reasons unrelated to defect, damage, incorrect goods, or any lawful statutory right, the Customer may be liable for reasonable delivery, return, storage and handling charges.

10.       Changes to delivery details

10.1.   Delivery details may be changed only if Kraal Artisans confirms the change in writing before dispatch.

10.2.   Once a Product has been dispatched, Kraal Artisans cannot guarantee that the courier can amend the delivery address, contact details or delivery instructions.

10.3.   Any rerouting, redirection, cancellation, return, rebooking or additional courier fee caused by a Customer-requested change shall be for the Customer’s account, unless otherwise required by law.

11.       Failed delivery, missed delivery and storage

11.1.   If a delivery fails because the Delivery Address is incorrect, incomplete, inaccessible, unattended, unsafe, not ready to receive the Product, or because the Customer fails to comply with reasonable delivery requirements, Kraal Artisans may charge reasonable redelivery, return, storage and handling fees.

11.2.   If the courier is unable to deliver after reasonable attempts, the Product may be returned to Kraal Artisans, held at a depot, or placed into storage, depending on the courier’s policies and the Product type.

11.3.   If a Customer requests postponement of delivery after the Product is ready for dispatch, Kraal Artisans may charge reasonable storage fees, administration fees, insurance costs and rebooking charges.

11.4.   Storage is not an indefinite service. If the Customer fails to accept delivery or make collection within a reasonable period after written notice, Kraal Artisans may cancel the order, resell the Product, and refund any balance due after deducting lawful and reasonable charges, subject to applicable consumer law.

12.       Collections from Kraal Artisans

12.1.   Collection is available only by prior written arrangement and at the collection address, date and time confirmed by Kraal Artisans.

12.2.   The Customer must present proof of order, proof of identity and any other reasonable verification required by Kraal Artisans before collection.

12.3.   The Customer must inspect the Product at the time of collection and must ensure that the vehicle, packaging, protective material and handling assistance are suitable for the Product.

12.4.   Where a Customer appoints its own courier, driver, collection agent or third-party transporter, that person acts as the Customer’s representative for purposes of collection, unless applicable law provides otherwise.

12.5.   Kraal Artisans shall not be liable for damage caused after collection by the Customer’s own courier, driver, agent, vehicle, packaging, loading method, storage method or transport method, except to the extent required by law.

13.       Packaging and special handling

13.1.   Kraal Artisans shall take reasonable steps to package Products appropriately for the nature of the Product and the selected delivery method.

13.2.   Natural, handmade, fragile, heavy, irregular, horned, sharp-edged, oversized or high-value Products may require additional packaging, padding, wrapping, crating, boxing, labelling or special handling.

13.3.   Packaging is intended to reduce ordinary transit risk but cannot guarantee immunity from all damage, especially where a Product is fragile, oversized, irregular or mishandled by third parties.

13.4.   The Customer must retain all packaging until satisfied that the Product is correct and undamaged. Packaging may be required for a courier damage claim, return assessment or insurance claim.

14.       Animal-derived, natural and regulated Products

14.1.   Certain Products may be made from animal-derived or natural materials, including skulls, horns, hides, skins or leather. These Products may require special packaging, handling, documentation, provenance information, courier acceptance, or legal compliance checks.

14.2.   Kraal Artisans may refuse to dispatch or deliver any Product where delivery may breach, or may reasonably be suspected to breach, any environmental, biodiversity, conservation, veterinary, customs, import, export, transport, wildlife trade or permit requirement.

14.3.   Unless expressly agreed in writing, Products containing animal-derived materials are sold for delivery and use within South Africa only and may not be exported or transported across borders by the Customer except in compliance with all applicable laws and permit requirements.

14.4.   The Customer is responsible for ensuring that any onward transport, resale, export, import, display, commercial use or border crossing after delivery is lawful.

15.       Risk, ownership and acceptance of delivery

15.1.   Ownership of a Product shall pass to the Customer only after Kraal Artisans has received full cleared payment of all amounts due in respect of the Product and any applicable delivery charges.

15.2.   In consumer transactions, risk shall pass in accordance with applicable law and shall not pass before the consumer has accepted delivery where such protection applies.

15.3.   In non-consumer or business-to-business transactions, and to the extent permitted by law, risk in the Product shall pass to the Customer when the Product is handed to the courier, freight provider, customer-appointed courier, collection agent or Customer.

15.4.   A Customer may be regarded as having accepted delivery where the Customer or an authorised recipient signs for the Product, expressly confirms receipt, uses the Product, installs the Product, alters the Product, displays the Product, or retains the Product for a reasonable period without notifying Kraal Artisans of rejection, subject to applicable law.

15.5.   Signature by a receptionist, guard, family member, employee, tenant, household member, site representative, estate security official, receiving clerk or other person at the Delivery Address may constitute proof of delivery where the circumstances reasonably indicate authority to receive the Product.

16.       Inspection upon delivery

16.1.   The Customer must inspect the external packaging and Product as soon as reasonably possible after delivery.

16.2.   If the packaging is visibly damaged, torn, crushed, wet, opened, punctured or otherwise compromised on delivery, the Customer should record the condition with the courier, endorse the delivery record where possible, take clear photographs before unpacking, and notify Kraal Artisans promptly.

16.3.   The Customer should photograph the packaging, waybill, label, Product and alleged damage before disposing of any packaging.

16.4.   A failure to inspect or photograph the Product may make it more difficult to assess a courier damage claim, but shall not remove any non-excludable statutory rights that the Customer may have.

17.       Damaged, short, incorrect or missing deliveries

17.1.   If a Product is received damaged, materially incorrect, incomplete, short-delivered or not as ordered, the Customer must notify Kraal Artisans as soon as reasonably possible and provide the order number, delivery date, photographs, description of the issue and all relevant courier information.

17.2.   For operational purposes, Kraal Artisans requests that visible courier damage, incorrect delivery, missing items or short delivery be reported within 48 hours of delivery, where reasonably possible.

17.3.   Kraal Artisans may require an inspection, return, courier claim, supplier verification or further information before determining the appropriate remedy.

17.4.   Where the issue constitutes a defect, damage, misdescription or other matter for which the Customer has a statutory remedy, Kraal Artisans shall process the matter in accordance with applicable law and the Return and Refund Policy.

17.5.   Kraal Artisans shall not be liable for damage caused after delivery by incorrect unpacking, installation, storage, mounting, cleaning, exposure, misuse, pets, children, contractors, environmental conditions, or any third party, except to the extent required by law.

18.       Installation, unpacking and placement excluded

18.1.   Unless expressly agreed in writing, delivery does not include installation, mounting, hanging, drilling, assembly, placement, styling, unpacking, disposal of packaging or verification that the Product is suitable for the Customer’s premises.

18.2.   The Customer is responsible for using competent installers and appropriate hardware for heavy, irregular, fragile or wall-mounted Products.

18.3.   Kraal Artisans shall not be liable for any loss, injury, death, property damage, Product damage or consequential loss arising from improper installation, unsuitable walls, inadequate fixings, poor workmanship, unsafe mounting, incorrect handling or third-party installation, except to the extent required by law.

19.       Partial deliveries and split shipment

19.1.   Kraal Artisans may deliver Products in one shipment or in multiple shipments depending on availability, Product type, packaging requirements, courier limitations and supplier release.

19.2.   A partial delivery does not entitle the Customer to cancel the remaining order unless permitted by law, agreed in writing, or caused by a material breach by Kraal Artisans that is not remedied within a reasonable period.

19.3.   Where a Product is unavailable after order acceptance, Kraal Artisans may offer a refund, replacement, store credit, delayed delivery, alternative Product or other lawful remedy agreed with the Customer.

20.       Delivery insurance

20.1.   Courier or freight insurance may be included, optional, unavailable or separately quoted, depending on the Product, courier, destination and service level.

20.2.   High-value, fragile, oversized or animal-derived Products may require insured delivery where available. Kraal Artisans may require the Customer to pay insurance costs before dispatch.

20.3.   Insurance coverage, exclusions, claim deadlines and remedies may be subject to the courier’s or insurer’s terms. The Customer must cooperate reasonably in providing photographs, packaging, statements and information required for any claim.

20.4.   Insurance does not cover damage caused after delivery or collection, damage caused by Customer-appointed carriers after release, or damage caused by improper unpacking, installation, storage, cleaning or use.

21.       Unattended delivery and delivery instructions

21.1.   Kraal Artisans does not recommend unattended delivery for high-value, fragile, natural, animal-derived, oversized or unique Products.

21.2.   If the Customer instructs Kraal Artisans or the courier to leave a Product unattended, with security, at a gate, with a neighbour, outside a unit, in a reception area, or at any place without signed handover by the Customer, the Customer accepts the increased risk of theft, loss, weather exposure, mishandling or damage, subject to applicable law.

21.3.   Kraal Artisans may refuse unattended delivery instructions if the Product is valuable, fragile, regulated, oversized, unsuitable for unattended release, or if the courier does not permit such delivery.

22.       Cancellations affecting delivery

22.1.   Cancellation, return, refund and exchange rights are governed by the Return and Refund Policy, read with applicable law.

22.2.   If a Customer cancels before dispatch and the cancellation is accepted or required by law, Kraal Artisans shall refund any delivery fee not yet incurred, subject to applicable law.

22.3.   If a Product has already been dispatched, the Customer may be liable for reasonable courier, return, redelivery, handling and storage charges, except where cancellation is due to Kraal Artisans’ breach or where the law provides otherwise.

22.4.   Bespoke, commissioned, custom-sourced, special-order or personalised Products may be subject to special delivery and cancellation terms stated in the applicable quotation or invoice.

23.       Delays and force majeure

23.1.   Kraal Artisans shall not be liable for delivery delay or failure caused by circumstances beyond its reasonable control, including courier disruption, supplier delay, public holidays, seasonal volumes, strikes, civil unrest, load shedding, power failure, internet failure, cyber incidents, road closures, weather, natural disasters, theft, hijacking, accidents, fire, flood, governmental action, permit delay, customs delay, courier embargo, public health events or force majeure.

23.2.   Where a delay becomes material, Kraal Artisans shall take reasonable steps to communicate with the Customer and, where applicable, to provide lawful options in respect of continued delivery, delayed delivery, alternative arrangements or cancellation.

23.3.   Kraal Artisans shall not be liable for indirect, special, punitive or consequential damages arising from delivery delays, including loss of profit, design fees, contractor fees, storage costs, installation costs, accommodation costs, event costs or loss of enjoyment, except to the extent required by law.

24.       Limitation of liability

24.1.   This clause is drawn specifically to the Customer’s attention because it limits Kraal Artisans’ liability.

24.2.   To the maximum extent permitted by law, Kraal Artisans shall not be liable for any loss or damage arising from incorrect delivery information supplied by the Customer, failed delivery due to Customer unavailability, lack of access, security refusal, unsuitable premises, Customer-appointed carriers, unauthorised unattended delivery instructions, third-party courier delays, or any act or omission outside Kraal Artisans’ reasonable control.

24.3.   To the extent permitted by law, Kraal Artisans’ liability in respect of delivery shall be limited to the delivery fee paid by the Customer for the affected delivery or the purchase price of the affected Product, whichever is legally applicable in the circumstances.

24.4.   Nothing in this Policy limits liability for fraud, gross negligence, wilful misconduct, unsafe goods, defective goods, death, personal injury, or any liability which may not lawfully be limited or excluded.

25.       Customer indemnity

25.1.   To the extent permitted by law, the Customer indemnifies Kraal Artisans against any claim, loss, liability, damage, penalty, cost or expense arising from incorrect delivery information, unlawful export or cross-border transport, Customer-appointed couriers, failure to obtain access permissions, misuse of delivery instructions, refusal of lawful delivery, breach of this Policy, or any unlawful conduct by the Customer after delivery.

25.2.   This indemnity does not apply to the extent that the claim arises from Kraal Artisans’ own fraud, gross negligence, wilful misconduct, or liability which cannot lawfully be excluded.

26.       Complaints and delivery support

26.1.   Delivery queries and complaints must be submitted to: kraalboneart@gmail.com

26.2.   The Customer should include the order number, delivery address, contact details, courier waybill, photographs where applicable, and a concise description of the issue.

26.3.   Kraal Artisans shall take reasonable steps to investigate and respond to delivery complaints within a reasonable period.

26.4.   The Customer must allow Kraal Artisans a reasonable opportunity to investigate, inspect, obtain courier feedback and propose a lawful resolution before initiating a chargeback, publishing allegations, or taking further action, unless urgent statutory or safety considerations apply.

27.       Amendments to this Policy

27.1.   Kraal Artisans may amend this Policy from time to time by publishing the updated version on the Website.

27.2.   The Policy applicable to an order shall be the Policy in force at the time the order is placed, unless a change is required by law or accepted by the Customer.

27.3.   Continued use of the Website after publication of an updated Policy constitutes acceptance of the updated Policy for future transactions.

28.       Governing law and jurisdiction

28.1.   This Policy and all delivery arrangements shall be governed by the laws of the Republic of South Africa.

28.2.   The parties consent to the jurisdiction of the competent courts of South Africa, subject to any mandatory consumer dispute resolution rights available under applicable law.

29.       Customer acknowledgment

29.1.   By placing an order, paying for a Product, accepting delivery, arranging collection, or otherwise transacting with Kraal Artisans, the Customer acknowledges that the Customer has read, understood and accepted this Shipping and Delivery Policy.

29.2.   The Customer further acknowledges that natural, handmade, fragile, animal-derived, oversized, high-value and unique Products may require special delivery arrangements, special packaging, longer delivery timeframes and careful handling.