Shipping policy

ALETTES RUSKS (PTY) LTD – SHIPPING, DELIVERY, RETURNS & REFUNDS POLICY
Last updated: 16 April 2026

1. INTRODUCTION

This Shipping, Delivery, Returns & Refunds Policy applies to all purchases made through the website of Alettes Rusks (Pty) Ltd (“Alettes Rusks”, “we”, “us”, “our”).

By placing an order through our website, you agree to this Policy together with our Terms & Conditions and Privacy Policy.

2. SHIPPING PARTNERS

We currently use The Courier Guy and/or approved delivery partners for order fulfilment across South Africa. Courier methods may include door-to-door, economy, regional or express services depending on destination and availability. 

We reserve the right to use alternative couriers where necessary, and may change service provider at any time.

3. DELIVERY AREAS

We deliver to most major cities, towns and regional areas within South Africa.

Unfortunately, some remote, high-risk, farm, mine, border, informal settlement or restricted-access areas may:

  • incur additional charges;

  • require longer delivery times;

  • need collection from a depot; or

  • be unavailable.

If delivery is not possible, we will contact you

4. ORDER PROCESSING TIMES

Orders are generally processed:

  • Monday to Friday (excluding public holidays)

  • within 1 to 3 business days after successful payment confirmation.

During peak periods, promotional sales, public holidays or seasonal demand, processing may take longer.

Orders placed after business hours may be processed the next business day.

5. PAYMENT CONFIRMATION

Payments are securely processed through PayFast or other approved gateways.

Orders will only proceed to dispatch once payment has been successfully authorised and cleared. Fraud screening or verification may delay dispatch. 

6. ESTIMATED DELIVERY TIMES

After dispatch, estimated delivery times are:

Destination

Estimated Transit Time

Johannesburg / Gauteng Major Areas

1–3 business days

Main Metropolitan Areas

2–4 business days

Regional / Outlying Areas

3–7 business days

Remote Areas

5+ business days

These are estimates only and not guarantees.

Courier transit times may vary due to operational factors. 

7. SHIPPING FEES

Shipping charges are calculated at checkout based on factors such as:

  • delivery address

  • parcel size / weight

  • quantity ordered

  • courier zone

  • promotional free-shipping offers

Any free shipping promotion may be withdrawn or changed at any time.

8. ORDER TRACKING

Where available, tracking details will be emailed or sent once your order ships.

Tracking events are controlled by the courier and may update intermittently.

9. DELIVERY REQUIREMENTS

Please ensure:

  • recipient name is correct;

  • phone number is valid;

  • full street address is supplied;

  • complex/unit/security access details are accurate;

  • someone is available to receive delivery.

Incorrect or incomplete details may delay delivery or create re-delivery charges.

10. FAILED DELIVERIES / RE-DELIVERY

If no one is available, or access is not possible, the courier may:

  • reattempt delivery;

  • contact the recipient;

  • hold parcel at depot; or

  • return parcel to sender.

Additional delivery charges may apply for re-delivery or return-to-sender parcels.

11. RISK & OWNERSHIP

Ownership of goods passes once full payment clears.

Risk in goods passes upon delivery to the nominated address, recipient, concierge, reception desk, gate security or authorised person at the address.

Customers should inspect parcels promptly upon receipt.

12. FOOD PRODUCT SHIPPING NOTICE

Because our products are food items:

  • breakage of rusks during transit may occasionally occur;

  • minor crumbing does not necessarily constitute damage;

  • texture may vary due to weather/humidity;

  • shelf life depends on storage after delivery.

We package products carefully, but transit handling remains outside our direct control.

13. HOT WEATHER / STORAGE DISCLAIMER

Customers must promptly store products in a cool, dry place away from moisture, pests and heat.

We are not liable for deterioration after delivery caused by:

  • heat exposure;

  • rain after delivery;

  • delayed collection;

  • poor storage;

  • opened packaging;

  • infestation after delivery.

14. RETURNS POLICY

Due to hygiene and food safety reasons, consumable products are generally not returnable for change of mind once dispatched or delivered.

However, we will assist where products are:

  • defective;

  • materially incorrect;

  • expired on delivery;

  • significantly damaged in transit;

  • unsafe; or

  • not as ordered.

15. REPORTING DELIVERY ISSUES

Please notify us within 7 calendar days of delivery by emailing online@alettesrusks.co.za with:

  • order number

  • full name

  • photographs of product and packaging

  • description of issue

  • batch / best-before date if available

Claims made outside this timeframe may be rejected where prejudice arises.

16. REFUNDS / REPLACEMENTS

If your claim is approved, we may at our discretion provide one of the following remedies:

  • replacement product

  • store credit

  • partial refund

  • full refund

  • collection and re-delivery

Refunds (where approved) are generally processed back via the original payment method through PayFast or the original payment channel. Processing times depend on banks/payment providers.

17. NON-RETURNABLE ITEMS

Unless required by law, we do not accept returns for:

  • opened food products;

  • partially consumed products;

  • products damaged after delivery;

  • products stored incorrectly;

  • incorrect orders caused by customer address errors;

  • promotional/free items;

  • custom/corporate branded orders (unless defective).

18. CHANGE OF ADDRESS / ORDER CHANGES

We will try assist with order amendments before dispatch, but cannot guarantee changes once processing begins.

Once handed to courier, address changes may incur fees or may not be possible.

19. CANCELLATIONS

Orders may be cancelled before dispatch, subject to payment gateway or administrative charges where applicable.

Once shipped, cancellation may not be possible.

20. FORCE MAJEURE / DELAYS

We are not liable for delays caused by circumstances beyond reasonable control including:

  • strikes

  • riots

  • severe weather

  • flooding

  • road closures

  • power outages

  • courier disruptions

  • pandemics

  • cyber incidents

  • public unrest

21. CONSUMER RIGHTS

Nothing in this Policy limits rights available to consumers under the Consumer Protection Act 68 of 2008 or other applicable South African law.

22. CONTACT US

Alettes Rusks (Pty) Ltd
14 Roma Street, Cosmo Business Park, Cosmo City Ext 15, Johannesburg, South Africa, 2188
PO Box 2833, Bromhof, 2154
Email: online@alettesrusks.co.za
Tel: +27 10 541 2011