Al Rafahia | Shipping Policy

Last updated: April 21, 2026

At Al Rafahia, we are committed to delivering your orders safely and efficiently. This Shipping Policy outlines our shipping methods, delivery times, and related information to help you understand how we handle your orders.

Processing Time

All orders are processed within 2-5 business days (Monday through Friday, excluding public holidays) after receiving your order confirmation. Processing time may vary depending on:

Product availability and stock levels
Custom or personalized items may require additional processing time
Order volume during peak seasons or promotional periods
Payment verification and clearance

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information.

Shipping Methods

We offer various shipping options to meet your needs:

Standard Shipping: Our standard shipping method for regular orders
Express Shipping: Faster delivery option for urgent orders (available in select areas)
Local Delivery: Available for orders within specific regions (contact us for details)
International Shipping: Available to select countries (see International Shipping section below)

Shipping method availability may vary based on your location, order size, and product type. The available shipping options will be displayed during checkout.

Delivery Times

Estimated delivery times (after processing) vary by shipping method and destination:

Standard Shipping: 5-10 business days
Express Shipping: 2-5 business days
Local Delivery: 1-3 business days (subject to availability)
International Shipping: 10-21 business days (varies by country)

Please note that delivery times are estimates and may be affected by factors beyond our control, including weather conditions, carrier delays, customs processing (for international orders), and public holidays. Delivery times do not include processing time.

Shipping Costs

Shipping costs are calculated based on:

Shipping method selected
Package weight and dimensions
Delivery destination
Order value (some orders may qualify for free shipping)

Shipping costs will be displayed during checkout before you complete your purchase. We may offer:

Free standard shipping on orders over a certain amount (check current promotions)
Flat-rate shipping for specific product categories
Calculated shipping rates based on weight and destination

Shipping Address

Please ensure your shipping address is complete and accurate. We are not responsible for:

Orders shipped to incorrect addresses provided by the customer
Delays or issues caused by incomplete or inaccurate address information
Additional fees charged by carriers for address corrections

To update your shipping address:

Contact us immediately if you notice an error in your shipping address
We can only modify shipping addresses before your order has been processed and shipped
Once shipped, address changes may not be possible, and you may need to contact the carrier directly

Order Tracking

Once your order has been shipped, you will receive:

A shipping confirmation email with your tracking number
Instructions on how to track your package
Estimated delivery date

You can track your order by:

Using the tracking link provided in your shipping confirmation email
Visiting the carrier's website and entering your tracking number
Contacting our customer service team if you need assistance

International Shipping

We ship to select international destinations. For international orders:

Delivery times may vary significantly depending on the destination country
Customs duties, taxes, and import fees may apply and are the responsibility of the recipient
International orders may be subject to customs inspection, which can cause additional delays
Some products may be restricted or prohibited in certain countries
We recommend checking your country's import regulations before placing an order

If you have questions about international shipping to your country, please contact us before placing your order.

Delayed or Lost Packages

If your package is delayed or appears to be lost:

Check Tracking: First, check the tracking information to see the current status of your package
Contact Carrier: If tracking shows no movement for an extended period, contact the shipping carrier directly
Contact Us: If the carrier cannot resolve the issue, contact us at info@al-rafahia.co.za with your order number
Investigation: We will investigate the issue and work with the carrier to locate your package
Resolution: If the package is confirmed lost, we will arrange for a replacement or refund

Please allow sufficient time for delivery before reporting a package as lost. We typically require 10-15 business days past the estimated delivery date before initiating a lost package investigation.

Damaged Packages

If you receive a damaged package:

Inspect the package upon delivery and note any visible damage
Take photos of the damaged package and items (if applicable)
Contact us immediately at info@al-rafahia.co.za with photos and your order number
Do not discard the packaging or items until we have resolved the issue
We will arrange for a replacement or refund, including return shipping if necessary

Please report damage within 48 hours of delivery to ensure we can process your claim efficiently.

Undeliverable Packages

Packages may be returned to us as undeliverable for various reasons:

Incorrect or incomplete shipping address
Recipient not available and package not collected from carrier facility
Package refused by recipient
Address does not exist or is inaccessible

If a package is returned to us as undeliverable, we will contact you to arrange reshipment. Additional shipping fees may apply. If you prefer a refund instead, we will process it minus the original shipping costs.

Multiple Shipments

In some cases, your order may be shipped in multiple packages:

If items are located in different warehouses
If items have different processing times (e.g., custom items vs. in-stock items)
If items are too large to ship together
For better protection of fragile items

You will receive separate tracking information for each shipment. Shipping costs are calculated based on the total order, not per package.

Contact Us

If you have any questions about our shipping policy or need assistance with your order, please contact us:

Al Rafahia

Email: info@al-rafahia.co.za

Website: www.al-rafahia.co.za

We are here to help and will respond to your inquiries as quickly as possible.