1. Overview
This Shipping Policy sets out how MAIÈ Retail ("we," "us," "our") processes, dispatches, and delivers orders placed through this website, and forms part of our Terms of Service.
2. Order Processing
Orders are processed and dispatched from our fulfilment address in Roodepoort, Gauteng, South Africa, on business days (Monday to Friday, excluding South African public holidays).
Orders placed before 12:00pm on a business day are typically processed within 1-2 business days.
Orders placed on weekends or public holidays will be processed on the next business day.
During high-demand periods (e.g. promotions, holiday season), processing times may be extended; we will notify you of any significant delay.
You will receive an email confirmation once your order has been placed, and a further notification once it has been dispatched, including tracking information where available.
3. Delivery Partners and Timeframes
We currently ship all orders using The Courier Guy. Estimated delivery timeframes from dispatch are as follows:
- Major metro areas (e.g. Johannesburg, Pretoria, Cape Town, Durban): 3-5 business days
Outlying and rural areas: 3-7 business days
These timeframes are estimates only and are not guaranteed. Delivery times may be affected by courier capacity, weather, customs processing (for international orders, if applicable), or other circumstances outside our reasonable control. We are not liable for delays caused by our courier partner once an order has been handed over for delivery, though we will assist in tracing lost or significantly delayed parcels on your behalf.
4. Shipping Costs
Shipping costs are calculated at checkout based on your delivery address and the size/weight of your order, and will be displayed before you complete your purchase.
We currently ship within South Africa only.
We offer free shipping on orders over R1000.
5. Risk and Title
Risk in the products passes to you upon delivery to the address provided at checkout, in accordance with the Consumer Protection Act. Please ensure someone is available to receive the delivery, or that any "safe place" delivery instructions are accurate: we are not responsible for parcels lost or stolen after being left at a delivery address in accordance with your instructions.
6. Incorrect or Incomplete Addresses
Please double-check your delivery address before completing your order. We are not responsible for delays or non-delivery resulting from an incorrect or incomplete address provided at checkout. If a parcel is returned to us as undeliverable due to an address error, we will contact you to arrange redelivery, which may incur an additional shipping charge.
7. Order Tracking
Once your order has been dispatched, you will receive a tracking number and link via email so that you can monitor its progress with The Courier Guy.
8. Damaged, Lost, or Missing Parcels
If your order arrives damaged, or if it has not arrived within the estimated delivery window, please contact us at info@maie.co.za so we can investigate with our courier partner and arrange a replacement or refund in accordance with our Returns & Refund Policy.
9. Collection
Local collection may be available by prior arrangement. Please contact us at info@maie.co.za to arrange a collection time and location.
10. Contact Us
For any questions about shipping or an existing order, please contact us at:
- MAIÈ Retail Email: info@maie.co.za Phone: +27 71 893 1473 Address: 4 Okkerneut Street, Weltevreden Park, Roodepoort, Gauteng, 1709, South Africa