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Return and refund policy

Delivery & Returns

We aim to ensure that once your order is placed, it is received in good condition and within the timeframe we have promised. From packaging to delivery, our teams together with our certified partners aim to give you the best customer experience we can offer.

Placing Your Order

Ensure your delivery address and contact details are correct.
Orders are processed once payment is received.
EFT is not offered directly, but instant EFT is available via Ozow.
An order confirmation email is sent once processing is complete.

Deliveries within South Africa

Order Value

Home Delivery

Click & Collect (Nearest Store)

Orders under R700

R100

Free

Orders over R700

Free

• Time Frames: Standard online orders take up to 5 working days (about 80% are delivered within 3 working days). Deliveries occur on weekdays only. During peak trading seasons, delivery may take up to 7 days.

Tracking: Available via courier partner websites using the tracking number in your confirmation email (RAM or Seabourne). SMS notifications are sent regarding delivery schedules.

Furniture Deliveries: Standard furniture is made to order with a 10-day lead time before shipping. Pieces requiring external supplier components carry a 6 to 8-week lead time.

Delivery Attempts, Returns & Re-Delivery Policy

Attempts: Couriers will attempt delivery up to three (3) times.
Failed Deliveries: Caused by no recipient available, incorrect/incomplete address, failure to respond to contact attempts, or refusal to accept.
Returned Parcels: If all 3 attempts fail, the parcel is returned. You can choose a refund (excluding original delivery fees) or request a re-delivery.
Re-Delivery Charges: Subject to an additional delivery charge of R100, which must be paid in full before dispatch.

International Deliveries

Partnered with DHL for international shipments.
Shipping fees, taxes, and import duties are calculated and displayed at checkout based on your destination.
Fragile items or special goods may incur additional shipping charges (you will be contacted prior to processing if applicable).
Delivery takes 8 to 10 working days.

Safe & Reliable Deliveries

Couriers verify delivery documents (date and name of receiver).
Ensure the package is untampered and details are correct before signing via a handheld device.
Damaged Goods: While you have 30 days to return goods, you should report broken or damaged goods as soon as possible or within 7 days due to limited stock availability.

Returns & Exchanges Policy

Conditions: Must be accompanied by proof of purchase (receipt or gift receipt) and requested within 30 days from the date of purchase.
Costs: Change-of-heart purchases are at the customer's expense. Damaged, defective, faulty, or incorrect orders are covered by Carrol Boyes.
Condition: Items must be in a sellable condition and in their original packaging. Only products purchased directly via the website or Carrol Boyes stores qualify.

How to Return an Online Order:

Navigate to your account and select My Orders.
Select Return Order for the relevant purchase.
Choose the items, enter quantities, provide the reason for return, and attach an image of the item.
Submit the request (an online representative will respond within 48 hours, or you can email customercare@carrolboyes.com).

Non-Returnable Products:

Products purchased at the Annual Charity Open Day (including Virtual Shopping Sales).
Perishable items.
Jewellery or personal products.
Products misused, abused, or damaged due to accidents, wear and tear, overheating, or incorrect use in extreme temperatures.
Items showing discoloration, corrosion, chipping, peeling, stains, scratches, or scrapes.

Gift Voucher Terms & Conditions

Valid for 3 years from the date of purchase.
Lost or stolen vouchers will not be reimbursed or compensated.
Cannot be exchanged for cash, but can be put toward products of a higher value upon paying the difference.

Shipping policy

Shipping & Delivery Breakdown

Domestic Shipping (South Africa)

Thresholds & Fees

Orders under R700 incur a flat R100 home delivery fee (or free Click & Collect at any official Carrol Boyes storefront).

Orders over R700 qualify for Free home delivery and Click & Collect.

Fulfillment Windows

Standard delivery takes up to 5 working days (with ~80% arriving within 3 working days). Deliveries operate strictly on weekdays (Monday to Friday). During peak retail seasons (such as holidays or Black Friday), lead times may stretch up to 7 working days.

Courier Partners & Tracking

Shipments are handled by certified local partners like RAM Couriers and Seabourne. Automated tracking links and SMS updates are sent to keep you informed of delivery schedules.

Delivery Attempts & Non-Collection

Couriers execute up to 3 delivery attempts. If a parcel is returned due to failed contact or incorrect address details, a refund will be issued minus the original courier fee, or a R100 re-delivery charge will apply before a second dispatch.

Made-to-Order Furniture

Standard furniture pieces carry a 10-day manufacturing lead time prior to dispatch. Furniture requiring external third-party components requires a 6 to 8-week production lead time.

International Shipping

Courier Provider

Handled internationally via DHL to guarantee secure global transit.

Duties & Taxes

All applicable international shipping rates, import duties, and taxes are calculated and finalized at checkout based on your specific region.

Fragile Items

Fragile or oversized international packages may occasionally require supplementary shipping charges; customers are always contacted for authorization prior to order processing. International delivery standardly takes 8 to 10 working days.

Legal notice

Legal Notice & Data Privacy (POPIA)

Information Regulator Compliance

In compliance with the Protection of Personal Information Act (POPIA), Carrol Boyes processes consumer data (such as shipping addresses, contact numbers, and purchase history) exclusively for order execution, fraud prevention, and personalized account management.

Direct Marketing Opt-Out

While promotional communications (SMS, email newsletters) may be sent to registered users, you hold the legal right to opt out free of charge at any given time via the unsubscribe links provided in their communications or through your user account dashboard.

Information Security

Customer records and transaction logs are encrypted and safeguarded against unauthorized access, leakage, or third-party distribution. Data is never sold to external marketing brokers

Information

Stores

V&A Waterfront
Melrose Arch
Centurion Mall
Mall of the North
Sun City
East Rand Mall
Menlyn Maine Shopping Centre
Cedar Square
Bedford Centre
Tygervalley Shopping Centre
Menlyn Shopping Mall
Mall of Africa
Hyde Park Shopping Centre
Woodlands Shopping Centre
La Lucia Mall
Ballito Junction Regional Mall
Somerset Mall Shopping Centre
Canal Walk Shopping Centre
Eastgate Mall
Greenstone Mall
Sandton City
The Glen Shopping Centre
Kolonnade Shopping Centre
Morningside Mall
Fourways Mall
Watercrest Mall
Constantia Village
Cresta Shopping Centre
Clearwater Mall
Brooklyn Mall
Irene Village Mall
The Grove Mall
Riverside Mall
Thavhani Mall
Mall Of The South
Garden Route
Galleria Mall
Gateway Theatre of Shopping
Grove Mall
Northridge Mall
i'Langa Mall
Walmer Park
Hemingways Mall
Winelands Square
Waterfall

MUG - step ahead

MUG - step ahead

Express delivery