At MOIST Surf Wear, we want getting your gear to be almost as easy as getting to the beach. This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered.
1. Where we deliver
MOIST currently delivers to addresses within South Africa. If international delivery is offered for a particular product or destination, the applicable delivery options and charges will be displayed at checkout. We may restrict delivery to certain locations where our courier or logistics partners cannot provide service.
2. Order processing
Orders are processed after successful payment has been received and authorised. Orders are normally prepared for dispatch within [INSERT NUMBER] business days. Orders placed on weekends or public holidays will generally be processed on the next business day.
During launches, promotions, sales, public holidays or periods of unusually high demand, processing may take longer. Where a significant delay is expected, we will make reasonable efforts to notify the customer.
3. Delivery times
Estimated delivery time after dispatch:
- Major centres: [INSERT ESTIMATE]
- Regional areas: [INSERT ESTIMATE]
- Remote areas: [INSERT ESTIMATE]
Delivery estimates are not guarantees because delivery may be affected by circumstances outside MOIST's reasonable control, including courier delays, weather, strikes, public holidays, incorrect addresses and unforeseen logistical problems.
4. Delivery address
Customers are responsible for providing an accurate delivery address and contact details. If an order cannot be delivered because incorrect or incomplete information was supplied by the customer, additional delivery charges may apply. Where reasonably possible, MOIST will contact the customer to resolve delivery problems.
5. Delivery charges
Applicable delivery charges will be displayed during checkout before payment is completed. Where free delivery applies, the conditions of the free-delivery offer will be clearly displayed. Additional charges may apply to remote or special delivery locations where applicable.
6. Tracking
Where tracking is available, customers will receive the applicable tracking information by email, SMS or another available communication method. Courier tracking information is provided by the courier and may take some time to update.
7. Failed delivery
If a courier attempts delivery and is unable to complete delivery because nobody is available, the courier may make another delivery attempt or contact the customer. If an order is returned to MOIST because delivery could not be completed due to information or circumstances attributable to the customer, we may contact the customer regarding further delivery arrangements.
8. Damaged packages
Customers should inspect their package when it arrives. If the outer packaging is visibly damaged, customers should, where reasonably possible:
- photograph the packaging;
- photograph the product and any damage;
- retain the packaging; and
- contact MOIST as soon as reasonably possible.
This does not limit any statutory rights the customer may have under South African law.
9. Incorrect or missing items
If you receive the wrong product, wrong size, missing item or another fulfilment error, contact MOIST using the email link in the footer. Please provide your order number and photographs where relevant. We will investigate and provide an appropriate remedy.
10. Defective goods
Nothing in this policy limits a consumer's statutory rights. Under the Consumer Protection Act, qualifying goods must meet the applicable statutory standards concerning quality, suitability and freedom from defects. Where goods fail to satisfy the requirements of the CPA, statutory remedies may apply, including repair, replacement or refund.
11. Force majeure
MOIST will not be responsible for delays caused by circumstances beyond our reasonable control, including natural disasters, severe weather, civil unrest, strikes, courier disruptions, infrastructure failures, governmental restrictions or similar events. Where possible, we will communicate material delays to affected customers.
12. Contact
For shipping enquiries: MOIST Surf Wear
Email: info@moistsurfwear.com
Website: www.moistsurfwear.com