Shipping Policy
Thank you for visiting and shopping at www.themarmaladeclub.co.za. Following are the terms and conditions that constitute our Shipping Policy.
This Policy applies to products bought from The Marmalade Club itself and not to third-party stockists of The Marmalade Club products.
This Policy forms part of The Marmalade Club Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.
Domestic Shipping Policy
Delivery options
At present, The Marmalade Club offers delivery by courier only directly to your home or office, anywhere in South Africa. All delivery and tracking details are supplied to you at checkout. We are unable to deliver orders to a Post Box address.
Shipping rates
Delivery Option | I live in a Main Centre | I live in a Regional Area or Remote Area |
Standard (FREE for orders of R475 or more) | R75 | R75 |
The Marmalade Club offers free delivery on all orders greater than R475. T&Cs apply.
The Marmalade Club reserves the right to amend delivery costs at any time. All changes will be disclosed here.
Delivery estimates
Our picking, packing and delivery is linked to what you order, where you want it delivered and how you choose to pay. So, delivery times can vary. Estimates are provided below to help you shop, but always check your order’s Estimated Delivery Date during checkout for the most accurate delivery information. Estimated delivery date is calculated based on the location of the stock in your order relative to your address.
At this time, we don’t offer nominated day delivery. Your estimated delivery date will be shown in checkout and you can track the progress of your order.
Standard Delivery |
Delivery Destination | Delivery Time |
Main centres (like Cape Town, Johannesburg & Pretoria) | 2 – 5 working days |
Regional areas (like Bloemfontein or Gqeberha) | 2 – 6 working days |
Remote areas (like Kokstad or Bethulie) | 3 – 10 working days |
Please note that the countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code.
Orders are shipped on business days only. Business days are Monday to Friday, excluding public holidays within South Africa.
Delivery delays can occasionally occur. Please allow until your estimated delivery date for your order to arrive. It's also worth checking if there are any local delays in your area by contacting our customer experience team at customerservice@themarmaladeclub.co.za (include your order number). Due to COVID-19 we are seeing disruptions to some postal services, as there are strict corona measures in place, so please be aware that your order might therefore take longer to arrive.
If your shipping address for your order is correct and if more than 5 business days have passed after your estimated delivery date and you still haven’t received your order, please contact our customer experience team at
customerservice@themarmaladeclub.co.za (include your order number) so that we can help you further.
Shipment to Post Boxes
We ship nationally within South Africa to physical addresses. We do not ship to Post Boxes.
Shipment confirmation & Order tracking
Once we’ve dispatched your order, we’ll email you confirmation of this along with your tracking number. You can use this number to track your order.
Customs, Duties and Taxes
The Marmalade Club is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Damages
In the case of items damaged during shipment, please immediately contact our customer experience team at customerservice@themarmaladeclub.co.za (include your order number). We will work with you to replace your item as fast as we can. If we are able to locate a replacement we will send it to you at no charge to you. We will ask you to return the damaged or defective item to us using our return service at no additional cost to you.
If you received an incomplete delivery you can notify our customer experience team at customerservice@themarmaladeclub.co.za (include your order number) and our team will be in touch to assist you.
International Shipping Policy
We do not ship to addresses outside of South Africa. We ship nationally within South Africa to physical addresses. We do not ship to Post Boxes.
Returns, Refunds and Exchanges Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms.
This Policy applies to products bought from The Marmalade Club itself and not to third-party stockists of The Marmalade Club products.
This Policy forms part of The Marmalade Club Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Returns, Refunds and Exchanges Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it or credit your account, subject to the below terms.
This Policy applies to products bought from The Marmalade Club itself and not to third-party stockists of The Marmalade Club products.
This Policy forms part of The Marmalade Club Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
Introduction
This policy applies to full price and sale items. Unsuitable full-price items bought online from The Marmalade Club may be returned for a full refund within 28 days of purchase. Unsuitable sale items bought online from The Marmalade Club may be returned for a full refund within 14 days of purchase. If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you. Select promotions are considered final sale merchandise and cannot be returned online. Final sale merchandise – including merchandise discounted by 50% or more before promotional codes are calculated – cannot be returned. Items bought from our online store cannot be returned to our wholesale partners and items purchased through any of our wholesale partners must be returned to the place of purchase (and are subject to our partners’ T&Cs and Returns Policies).
This policy is in addition to your statutory rights. Unsuitable items must be in their original, unworn condition and have all tags attached – unfortunately, we can’t accept them in any other condition. When you return any product, you must cover the shipping charges. As soon as we receive your return, we will process your refund request. Please note that you will not be reimbursed for the original shipping charges. Once your returned product has been validated by The Marmalade Club’s quality team, your account will be credited, unless you have requested a replacement or an exchange. Once your Marmalade Club account has been credited, you can use the credit towards another purchase on our website. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit. For purchases made using Payflex, The Marmalade Club will issue the refund against your Payflex account. Any refunds made by us will be processed back to the original payment method when you placed your order within 14 days of us receiving the return. Some banks may take up to 30 days to process the credit to your account.
We do not take responsibility for any items lost or damaged during the return shipping back to us.
We are unable to change an address after your return has been logged. You can contact us to cancel the return and then log a new return for a different collection address.
Are any items excluded from your Returns Policy?
Please note that anything tailored or personalised to you, such as custom orders, cannot be returned.
Select promotions are considered final sale merchandise and cannot be returned online. Final sale merchandise – including merchandise discounted by 50% or more before promotional codes are calculated – cannot be returned.
Items purchased through any of our wholesale partners must be returned to the place of purchase and are subject to our partners’ T&Cs and Returns Policies.
What are the options available for a return?
When logging your return or exchange request, you can specify a preferred action. While we will do our best to fulfil this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:
- Credit my account: the amount is credited to your Marmalade Club account.
- Exchange: you can request an exchange if you’d like a different size and/or colour of the same product, which is available. Exchanges are only available for footwear that have a size or colour variation.
- Replace this product: if you have received a product in a defective or damaged condition, you may request a replacement product, if it is available.
- Refund: once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund the payment method that you originally used.
Please note we can only accept returns and exchanges with proof of purchase, showing that items have been purchased on themarmaladeclub.com. Proof of purchase can be either the original receipt or a bank statement specifying the purchase.
Gift Boxes
If you are not happy with your Marmalade Club Gift Box, we will offer you a full refund of the value of the Gift Box. For the return to be accepted by us, every item in the Gift Box must be returned in pristine condition. All items must be unopened and unused, with all original labels and tags attached. If an item is returned to us damaged, or opened, we will deduct the cost of this item from the refund amount. Furthermore, the items must be in their original gift box packaging, which must be returned undamaged.
Please note that we do not permit partial returns of gift box items – the Marmalade Club Gift Box must be returned to us in its entirety.
Custom orders
Please note that anything tailored or personalised to you, such as custom orders, are final sale and cannot be returned or exchanged.
Gift Cards and Promotional Coupons
Where you have used a fixed coupon to pay for an order, and you or The Marmalade Club later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this policy, the value of the fixed coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance (registered users), if any (or refund you if that is your preference). For non-registered users, we will refund you for the balance, if any. We will also provide you with a replacement fixed coupon of the same value as the original fixed coupon used. The Marmalade Club may in its sole discretion impose restrictions on the use of the replacement fixed coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a percentage coupon to pay for an order, and you or The Marmalade Club later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this policy, the value of the discount received using the percentage coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance (registered users), if any (or refund you if that is your preference). For non-registered users, we will refund you for the balance, if any. We will also provide you with a replacement fixed coupon for the same value as the discount received using the original percentage coupon. The Marmalade Club may in its sole discretion impose restrictions on the use of the replacement fixed coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
For registered customers, wherever you have used a Gift Card to purchase a product that you later return for a refund, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Card, but we will credit your account. For non-registered customers, we will provide you with a replacement Gift Card of the same value as the portion of the purchase price which you paid using the Gift Card. Please contact our customer experience team at customerservice@themarmaladeclub.co.za and our team will gladly assist you.
Damaged or Defective Shipment
In the case of items damaged during shipment, please immediately contact our customer experience team at customerservice@themarmaladeclub.co.za (include your order number). We will work with you to replace your item as fast as we can. If we are able to locate a replacement we will send it to you at no charge to you. If we a replacement product is not available, we will:
Credit your account with the purchase price of the product; or
Refund you with the purchase price of the product.
We will ask you to return the damaged or defective item to us using our return service at no additional cost to you.
A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will not be regarded as defects and will not entitle you to a return under this policy:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product; and
- where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
If I receive the wrong product or the product is not as described on the website, what should I do?
If you received something you didn't order or if the product is not as described, you can return it to us at no charge, provided that:
- You request a return within 28 days of purchasing your order (or within 14 days or purchasing sales items);
- It is undamaged and unused, with the original labels and tags still attached;
Please log a return with the reason "Incorrect product received". This will trigger a stock check at our warehouses so we prevent it happening again.
Will I be charged to return my item?
When you return any product, you must cover the shipping charges. As soon as we receive your return, we will process your refund request. Please note that you will not be reimbursed for the original shipping charges.
Can I get an exchange for my online purchase?
Yes, but only for the same product in a different size or colour if available at the same price as the product you originally purchased. Unfortunately, you can’t exchange your original product for a different one. If the size or a different colour is not immediately available, you can choose to be refunded.
Unsuitable full-price items bought online from The Marmalade Club may be exchanged within 28 days of purchase. Unsuitable sale items bought online from The Marmalade Club may be exchanged within 14 days of purchase.
Items must be returned in their original condition, undamaged and unused, with all original labels and tags attached.
If your exchange request falls within this policy and is deemed eligible for an exchange, once we have inspected the product and validated your return, we will arrange to deliver the correct product to you (if the correct product is available).
We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product. If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange. Ensure that you have all the items to be returned ready for collection, otherwise the driver will not deliver your exchange.
If it’s not possible to do it in one delivery, once your exchange request has been approved, we will collect the returned item from you and once it’s received and inspected at the warehouse, we’ll generate the exchange order for delivery.
If you filled in an exchange request online we will only hold the stock for 7 days so you need to return your unwanted item to us within this time so that we can action your exchange .
After 7 days, if we have not received your original item back, we will put the exchange item back in our warehouse stock so that someone else can purchase it. If we then receive your original item back, we will process a refund for you instead of an exchange.
If you did not fill in an exchange request online or contact our customer experience team, we may not have the item available to process an exchange when we receive your return. In such cases, we will credit your account. Once your Marmalade Club account has been credited, you can use the credit towards another purchase on our website. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit. Any refunds made by us will be processed back to the original payment method when you placed your order.
Refunds
Returns
Refunds for returns will be processed once the returned item has been received and inspected at our warehouse. It takes up to 14 days from collection to drop-off to receive and inspect the items at the warehouse and for the refund to be processed to your account.
We’ll also keep you updated on the progress of your return and refund via email.
Cancellations
If items have been cancelled from your order due to an inventory error we’ll notify you via email and issue a refund. For registered users, your Marmalade Club account will be credited. Once your Marmalade Club account has been credited, you can use the credit towards another purchase on our website. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit. For purchases made using Payflex, The Marmalade Club will issue the refund against your Payflex account. For non-registered users, we will refund you to your original payment method when you placed your order. Any refunds made by us will be processed back to the original payment method when you placed your order (including gift cards) within 14 days of the cancellation. Some banks may take up to 30 days to process the credit to your account.
Failed Delivery
If we are unable to deliver your order, we will cancel the order and return it to the warehouse. Once the items have been received back at the warehouse we’ll issue you with a refund. For registered users, your Marmalade Club account will be credited. Once your Marmalade Club account has been credited, you can use the credit towards another purchase on our website. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit. For purchases made using Payflex, The Marmalade Club will issue the refund against your Payflex account. For non-registered users, we will refund you to your original payment method when you placed your order. Any refunds made by us will be processed back to the original payment method when you placed your order within 14 days of the cancellation. Some banks may take up to 30 days to process the credit to your account.
Delivery fees are not refundable unless an order has arrived damaged, faulty, incorrect or missing.
The Marmalade Club reserves the right to amend these terms and conditions from time to time, where we consider it reasonable and necessary to do so.
