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Shipping & Returns
SHIPPING POLICY
Thank you for shopping at Spruce Home! We aim to ensure a smooth and efficient shipping experience for all our customers.
1. Processing Time:
- Orders are typically processed within 1-2 business days.
- Customised or made-to-order items may require additional processing time, and specific timelines will be communicated upon order confirmation.
2. Shipping Methods:
- We offer standard and expedited shipping options.
- Shipping costs and delivery times vary depending on your location and the shipping method selected at checkout.
3. Shipping Destinations:
- We currently ship within South Africa. For international shipping inquiries, please contact us directly.
4. Tracking Orders:
- Once your order is shipped, you will receive a shipping confirmation email with tracking information.
- You can also track your order status through your account on our website.
5. Delivery Times:
- Standard delivery times within South Africa typically range from 2-7 business days, depending on your location.
- Expedited shipping options are available for faster delivery times.
6. Shipping Fees:
- Shipping fees are calculated based on the weight of your order and your chosen shipping method.
- Free shipping promotions may apply on qualifying orders and will be clearly indicated at checkout.
7. Delivery Issues:
- In the rare event of delivery delays or issues, please contact our customer service team promptly. We will work with our shipping partners to resolve any concerns and ensure your order reaches you as quickly as possible.
8. Shipping Restrictions:
- Certain products, such as oversized items or hazardous materials, may have shipping restrictions. These details will be specified on the product page.
9. Contact Us:
- If you have any questions about our shipping policy or need assistance with your order, please don't hesitate to contact us at shan@sprucehome.co.za.
RETURN & EXCHANGE POLICY
Thank you for choosing Spruce Home! We are committed to ensuring your satisfaction with our products. Please review our return and exchange policy, including details for interior products, below:
1. General Returns and Exchanges:
- We accept returns and exchanges within 30 days of delivery for most products.
- Items must be unused, in their original condition, and in the original packaging to be eligible for a return or exchange.
2. Non-Returnable Items:
- Customized or made-to-order items are non-returnable unless they arrive damaged or defective.
- Clearance or sale items are final sale and cannot be returned or exchanged.
3. Interior Products Policy:
- Interior products, including furniture and large decor items, will be evaluated in person before finalizing the purchase.
- Each supplier may have specific terms and conditions regarding returns and exchanges, which will be discussed with you prior to purchasing.
- You will be required to sign an agreement acknowledging the supplier's terms and conditions for interior products.
4. Return Process:
- To initiate a return or exchange, please contact our customer service team within 30 days of delivery.
- Provide your order number and reason for the return or exchange. We will guide you through the process and provide further instructions.
5. Refunds:
- Once your return is received and inspected, we will process a refund to the original method of payment.
- Please allow up to 7-10 business days for the refund to reflect in your account, depending on your payment provider.
6. Exchanges:
- If you would like to exchange an item, please contact us to arrange the exchange process.
- We will ship the replacement item once the original item is returned and inspected.
7. Shipping Costs:
- Original shipping costs are non-refundable.
- Customers are responsible for return shipping costs unless the return is due to a mistake on our part or a defective item.
8. Damaged or Defective Items:
- In the event that you receive a damaged or defective item, please contact us immediately.
- We will arrange for a replacement or refund as quickly as possible, at no additional cost to you.
9. Contact Us:
- If you have any questions about our return and exchange policy or need assistance with a return, please contact us at shan@sprucehome.co.za.