Shipping policy

OVERVIEW

Welcome to Lu-Vie. The terms “we”, “us” and “our” refer to Lu-Vie.

This Shipping Policy explains how orders placed through our online store are processed, shipped and delivered. By placing an order with Lu-Vie, you agree to the terms contained in this Shipping Policy.

We currently deliver within South Africa. All orders are subject to product availability, successful payment confirmation and acceptance by Lu-Vie.

SECTION 1 - ORDER PROCESSING

Orders are generally processed within 1–2 business days after payment has been successfully received and confirmed.

Orders placed on weekends or South African public holidays will be processed on the next business day.

Processing times may be extended during promotional periods, sales, product launches, public holidays or periods of unusually high order volumes.

Once an order has entered the fulfilment or dispatch process, we may be unable to change or cancel it. Customers are therefore responsible for reviewing all product, delivery and contact information before submitting an order.

SECTION 2 - DELIVERY AREAS

Lu-Vie currently delivers to physical addresses within South Africa.

We do not ordinarily deliver to PO boxes, private bags or addresses that cannot be serviced by our appointed courier providers.

Certain remote, rural, farm, mine, informal settlement or restricted-access addresses may require additional delivery time or may not be serviceable. Where delivery to the address provided is unavailable, we will contact you to arrange an alternative delivery location or another suitable solution.

International shipping is not currently available unless otherwise confirmed by Lu-Vie in writing.

SECTION 3 - SHIPPING COSTS

Shipping costs are calculated and displayed during checkout based on factors that may include:

  • The delivery address;
  • The size and weight of the order;
  • The products purchased;
  • The selected delivery method; and
  • Any applicable promotional offer.

The shipping cost displayed at checkout will be added to the total value of your order before payment is completed.

From time to time, Lu-Vie may offer free or discounted shipping promotions. Such promotions may be subject to minimum order values, delivery-area restrictions, specified dates or other promotional conditions.

SECTION 4 - ESTIMATED DELIVERY TIMES

Estimated delivery times are as follows:

  • Major metropolitan areas: approximately 2–5 business days;
  • Regional areas: approximately 3–7 business days; and
  • Remote or outlying areas: approximately 5–10 business days.

Delivery times begin once your order has been processed and dispatched, not from the date on which the order was placed.

All delivery periods displayed on our website, at checkout or in order communications are estimates only. Actual delivery times may vary according to the destination, courier capacity, product availability and circumstances outside our reasonable control.

Nothing in this Shipping Policy limits any rights you may have under applicable South African consumer law concerning an agreed delivery date, time or location. South Africa’s Consumer Protection Act regulates a consumer’s rights regarding the delivery of goods. Government of South Africa

SECTION 5 - ORDER CONFIRMATION AND TRACKING

Once your order has been placed, you will receive an order confirmation using the email address or contact details supplied during checkout.

When your order has been dispatched, we may provide you with a shipping confirmation and tracking information where tracking is available from the appointed courier.

Tracking information may take some time to become active after the courier has collected the parcel.

Customers are responsible for ensuring that the email address and telephone number supplied at checkout are correct and monitored for delivery notifications.

SECTION 6 - DELIVERY ADDRESS AND CUSTOMER INFORMATION

You are responsible for providing a complete, accurate and accessible delivery address, together with the correct recipient name and contact number.

Please ensure that the delivery address includes all relevant information, including, where applicable:

  • Unit or building number;
  • Complex or estate name;
  • Street name and number;
  • Suburb;
  • City or town;
  • Province;
  • Postal code; and
  • Any access instructions.

Lu-Vie will not be responsible for delays resulting from incorrect, incomplete or outdated information supplied by the customer.

Where an order has not yet been dispatched, we will make reasonable efforts to assist with an address correction. However, we cannot guarantee that an address can be changed after an order has been submitted.

Additional courier charges arising from an incorrect address, failed delivery or requested redirection may be charged to the customer where permitted by law.

SECTION 7 - RECEIVING YOUR DELIVERY

Deliveries generally take place during normal business hours from Monday to Friday, excluding public holidays, unless otherwise arranged by the courier.

Someone must be available at the delivery address to receive the order. The courier may request the recipient’s name, signature, one-time PIN, identification or another form of delivery confirmation.

Delivery to a receptionist, security guard, employee, household member or another person apparently authorised to accept the parcel at the delivery address may be treated as successful delivery.

Please do not accept a parcel that appears to have been seriously damaged, opened or tampered with unless the damage is clearly recorded with the courier at the time of delivery.

SECTION 8 - FAILED DELIVERY ATTEMPTS

If the courier is unable to complete delivery because no authorised person is available, the address is inaccessible or the contact details are incorrect, the courier may attempt delivery again or contact you to make alternative arrangements.

If an order is returned to Lu-Vie following unsuccessful delivery attempts, we may require payment of an additional delivery fee before resending the order.

Where a parcel is returned because the customer provided incorrect or incomplete delivery information, the original shipping fee may not be refundable, except where required by applicable law.

SECTION 9 - DELIVERY DELAYS

Lu-Vie will take reasonable steps to process and deliver orders within the estimated delivery periods.

However, delivery may be delayed by circumstances including:

  • Courier disruptions or capacity constraints;
  • Severe weather or natural disasters;
  • Road closures, accidents or transport interruptions;
  • Strikes, civil unrest or load-shedding;
  • Public holidays or peak trading periods;
  • Incorrect or incomplete delivery details;
  • Restricted access to the delivery location;
  • Security incidents;
  • System or technical failures; or
  • Other circumstances beyond our reasonable control.

Where we become aware of a material delay, we will make reasonable efforts to provide an update using the contact information supplied with the order.

SECTION 10 - RISK AND RESPONSIBILITY FOR GOODS

Products remain at Lu-Vie’s risk until they have been delivered and accepted at the agreed delivery location, subject to applicable South African law.

Once delivery has been completed and accepted by you or a person authorised to receive the parcel on your behalf, responsibility for the safekeeping of the products passes to you.

Where you instruct the courier to leave a parcel unattended, at a gate, with security or in another designated location, you accept the risks associated with that instruction to the extent permitted by law.

SECTION 11 - DAMAGED, INCORRECT OR MISSING PRODUCTS

You should inspect your order as soon as reasonably possible after delivery.

If a product is damaged, incorrect or missing, please contact Lu-Vie within 48 hours of delivery and provide:

  • Your full name;
  • Your order number;
  • A description of the problem;
  • Clear photographs of the product;
  • Photographs of the outer and inner packaging; and
  • Any other information reasonably requested to investigate the matter.

You should retain the product and all original packaging until the matter has been assessed.

We will investigate the issue and, where appropriate, arrange a replacement, collection, refund or another remedy in accordance with our Refund Policy and applicable law.

SECTION 12 - LOST PARCELS

If tracking information indicates that your order has been delivered but you have not received it, please first check with household members, reception staff, security personnel, neighbours or any other person who may have accepted the parcel.

You must then contact us as soon as reasonably possible so that we can raise an investigation with the courier.

Courier investigations may take several business days to complete. We will keep you informed of any material developments and will provide an appropriate remedy where the parcel is confirmed as lost and Lu-Vie remains responsible under applicable law.

SECTION 13 - SPLIT SHIPMENTS

Orders containing multiple products may occasionally be dispatched in more than one parcel.

Where an order is split into separate shipments, the parcels may arrive at different times and may have separate tracking numbers.

Unless otherwise stated during checkout, you will not be charged additional shipping fees solely because Lu-Vie elects to divide an order into multiple shipments.

SECTION 14 - PRODUCT AVAILABILITY

All orders are subject to product availability.

If a product becomes unavailable after an order has been placed, we may contact you to offer:

  • A suitable replacement;
  • Delivery at a later agreed date;
  • Removal of the unavailable product from the order; or
  • A refund for the unavailable product.

We will not substitute a product without your agreement.

SECTION 15 - RETURNS AND EXCHANGES

Shipping arrangements relating to returns, exchanges, defective products or unwanted products are governed by our Refund Policy.

Customers should review the Refund Policy before returning any product. Products must not be returned without first following the return instructions provided by Lu-Vie.

SECTION 16 - CHANGES TO THIS SHIPPING POLICY

We reserve the right to update, amend or replace any part of this Shipping Policy by publishing the revised version on our website.

The Shipping Policy applicable to your order will generally be the version available at the time the order is placed, subject to any mandatory requirements of applicable law.

SECTION 17 - GOVERNING LAW

This Shipping Policy is governed by the laws of the Republic of South Africa, including applicable provisions of the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Government of South Africa

Nothing in this Shipping Policy is intended to exclude, restrict or modify any consumer right or remedy that cannot lawfully be excluded, restricted or modified.

SECTION 18 - CONTACT INFORMATION

Questions regarding shipping, delivery or an existing order should be sent to:

Lu-Vie
Email: admin@bbglobal.co.za
Telephone: 082 071 8203
Address: Cnr Berg & Avocado Avenue, Sunsetview, Pretoria, Gauteng, 0030, South Africa
Company registration number: 2025/420112/07

Last updated: 31 July 2026