Order processing
DIY Naturally’s general order processing time is 1-7 business days from receipt of payment. We usually process orders within 3 business days, but there might be occasional delays and we will contact the customer should this be the case.
Our warehouse packs orders and book courier collections on a Monday & Thursday.
All our ingredients are individually packed per order into sanitised containers. This ensures you get the freshest available stock and not something that has been standing on a shelf.
BUT please be patient, especially if you’ve ordered a lot of ingredients, as it takes time to pack all the ingredients freshly for each order, and more so, when we are very busy. Bulk orders especially takes more time to prepare & pack.
Our handmade items sometimes takes a little longer to perfect so please see the processing time in the item listing.
Backorders – items marked as “backorder” might delay the dispatch of your order. If the order contains items you urgently need, please contact us to make arrangements.
Please note that we will not send out any package before payment has cleared into our account.
Payment Methods
We accept the following methods of payment
YOCO – a secure payment processing facility for debit & credit cards – available online and in-store
Payfast – a secure payment processing facility for debit & credit cards
PayJustNow – a interest free credit facility, allowing you to pay for your order in 3 installments. If you don’t have an account with PayJustNow, you will need to register via payjustnow.com and wait to be approved with a credit limit.
Scan 2 Pay – facilitated by FNB. If you are registered with your bank to use scan2pay, you simply need to scan the QR code at the bottom of our website, fill in the payment amount and complete the payment.
EFT payment – if you have elected to pay by EFT, please send us your proof of payment to prevent unnecessary delays with your order. If no POP is received we will only start working on your order once payment reflects in our account.
NB! Our system will not reserve stock for unpaid EFT orders for more than 24 hours.
Please note that we will not send out any package before payment has cleared into our account.
Packaging
Product packaging may change from time to time due to operational requirements and will not necessarily be the same as reflected on product listings. We reserve the right to substitute packaging if & when needed.
For our parcels, we use ECO FRIENDLY paper packaging as far as possible. If we do need to use bubble wrap or other plastic packaging material, it is usually previously used wrapping that we have received in packages.
We use standard stock box sizes; most orders fit into a 24x16x16cm or a 27x27x16cm box, please keep this in mind if booking your own courier.
Requests for packaging parcels to match certain dimensions will attract a special packaging surcharge of R30 per parcel. Please note that if we pack parcels to match your required dimensions, we will take no responsibility for any breakages due to insufficient packaging around individual items.
Method of Shipping
Please note that we provide shipping on behalf of our customers using 3rd party service providers. We are not in control of transit times and delivery areas.
Please feel free to use alternative delivery methods if you prefer, at Checkout, choose ‘Collection’ to come and collect your order yourself or ‘Send my Own Courier’ to arrange your own courier.
‘Combine with an existing order’ if its’s been more than 24hrs since your 1st order, please confirm with us before choosing this option.
Please note that insurance is not included, should you wish to take up insurance, please contact us once your order is placed so we can quote and invoice you for insurance.
We recommend that high-value orders be insured against breakage, loss, theft, damage and any other unforeseen circumstances.
All orders are shipped using reputable courier companies; The Courier Guy, SkyNet, RAM or Fastway Couriers etc. The courier company used to ship your order will depend on the location of the delivery address.
Please note:
- We do not require a signature at delivery, please follow the tracking number sent to you by email to ensure that there is someone at the delivery address to take delivery of the package.
- We are not responsible for confirmed deliveries that have been stolen.
- We are not responsible for delays in package deliveries by our courier companies due to their own internal errors.
- Customers should not sign for any package that is visibly damaged on delivery. In the case of a package being damaged in transit, please notify us immediately. Signing for a damaged package may cause the insurance on the package to be void.
- Couriers only deliver to physical street addresses. If you do not have a physical street address, please contact us so that we can see if we can make other arrangements.
- Couriers CANNOT commit to a certain time of the day to deliver
- If you send your own courier, all liability passes onto yourself once your courier picks up from us.
How Long will Shipping take?
Shipping times vary according to where you are situated.
Once you’ve received your tracking email, and your package has been collected by the courier, you can use the below as a guide to how long it will take to receive your package.
Gauteng – 1 to 3 business days
Main Centres – 2 to 5 business days
Outlying Areas – 4 to 7 business days
ECONOMY – packages sent with this option has been known to take up to 10 business days to arrive. Choose this option at own risk.
Tracking your order
Once your order has shipped, you will receive an email with the tracking number and a link to the shipment tracking page.
It is the customers responsibility to track their parcel. We do not have the time and recourses to track all the parcels we send out, but will be happy to assist if you are concerned after having tracked the whereabouts of your parcel.
Unboxing your order
- Please check all packaging material thoroughly to make sure no small items are wrapped in it when you throw it out.
- If you ordered any flyers, info sheets or stickers, those are usually packed in a brown paper envelope and might be mistaken for packaging paper, please do check and make sure that you don’t throw them out.
Delivery Delays
Unforeseen circumstances like adverse weather, load shedding, hijacking, strikes, pandemics or supplier issues could prolong the delivery time. It’s rare, but it can happen.
Late delivery is not grounds for refund or cancellation of already shipped orders. If after tracking your order, you are in any way concerned about the current location of your parcel and ETA of delivery, please contact us with your order number so that we can assist with following up.
Reviews
All customers will receive an invitation to review our service and the products they bought after each order. These review invitations are managed by an impartial 3rd party and the customer will have the option to opt out from receiving review invitations.
We always appreciate your honest reviews and as a token of our appreciation for your time you will receive a discount code to use with your next purchase. These coupon codes are valid for a one-time use within 180 days after receipt of the code.
Returns and Exchanges
We always strive to supply high quality, well made products. In the event of goods having been damaged in transit, you need to notify us within 1 business day of delivery. Visibly damaged packages should not be signed for upon delivery as this may void the insurance on the package.
Returns/Exchanges of Non Defective Items
- Due to health concerns we cannot accept returns or exchanges of unsealed items.
- Products to be returned must be sealed, unused, in its original packaging, and in a resell-able condition.
- The shipping costs for returning the products (via our preferred courier) need to be covered by the customer.
- Please note that all cancelled orders will incur an admin fee of 10% of the value of the order, plus any fees charged by the payment processor.
- Courier fees for non defective items are not refundable.
Warranty Claims
- In the event of a defective product, contact us immediately.
- You will be asked to fill out a Returns form and submit a product photo and proof of purchase for the product.
- You will be asked to return the product to us (via our preferred courier company) for full examination.
- All products sent to us must arrive in a clean, dry and sealed condition.
Defective products will be repaired or replaced at our discretion provided they are covered under the warranty period.
General information for Returns/Exchanges
- All returns/exchanges and defective products must be accompanied by proof of purchase and a returns form.
- Products must still be covered under the warranty period.
- Products that are not under warranty or without proof of purchase will be returned immediately.
- We will cover return shipping on defective items for a period of 60 days from date of dispatch. Thereafter the customer is responsible for shipping charges.
* * * UPDATES TO POLICIES PAGE * * *
We reserve the right to update or amend this Policies page at any time without prior notice. We encourage you to review the Policies page regularly from our website.
