Shipping & Returns Policy

We currently deliver within South Africa only.

We use The Courier Guy and JKJ Express for deliveries, depending on the size, nature and destination of the order.

Online & Retail Orders

Shipping Costs

Shipping costs for orders placed through our website are calculated at checkout based on your order value. These rates are structured to reasonably represent courier and packaging costs across South Africa.

We charge separately for delivery because significant care goes into packaging and presentation to ensure your order, especially our gift boxes, arrives protected, presentable and ready to gift.

Processing & Dispatch Time

Online and retail orders may require up to 5 business days to be processed and dispatched after payment has been received and cleared.

Where stock is readily available, orders may be dispatched sooner.

Delivery Time

Once collected by the courier, delivery generally takes 2–4 business days depending on your location and courier route.

Remote or outlying areas may take slightly longer.

Corporate, Branded & Custom Orders

Shipping Costs

For corporate, branded or direct client orders quoted manually, delivery is charged at cost unless otherwise stated on the quotation.

Lead Times

Standard orders may require up to 10 business days.

Large, branded or highly personalised orders may require up to 20 business days.

Lead times commence once the required payment or deposit has been received and cleared and all applicable artwork, quantities and order specifications have been approved.

Production times may vary depending on order size, stock availability, branding requirements and production capacity. Additional time may be required during peak periods, particularly towards the end of the year.

Where possible, we will always endeavour to complete orders sooner than the stated lead time.

Delivery Time

Courier delivery times are additional to production lead times and generally take 2–4 business days after dispatch.

Tracking

Once your order has been dispatched, you will receive tracking information where available so that you can follow your delivery.

Delivery and production times are estimates and may occasionally be affected by courier delays, weather conditions, stock availability or high-volume periods.

Returns & Refunds

Because our products include food, personal care items and products prepared or packaged for gifting, we do not accept returns or exchanges for change of mind.

This does not affect any rights you may have under applicable South African consumer law where goods are defective, unsafe, damaged, incorrectly supplied or otherwise legally returnable.

Damaged, Incorrect or Defective Products

If your order arrives damaged, leaking, broken, incorrect, or you believe there is a genuine quality concern, please contact us as soon as possible and preferably within 24 hours of delivery.

Please include clear photographs of the affected product and, where relevant, the outer packaging.

Where the issue is confirmed to be due to a product defect, damage during transit or an error on our part, Southern Gold will arrange an appropriate replacement or other remedy in accordance with applicable consumer law.

Where a replacement is appropriate, Southern Gold will cover the reasonable delivery costs associated with getting the replacement product to you.

Quality Concerns

If you believe there is a genuine quality issue with your honey, body or home products, such as a problem with the seal, freshness, condition or manufacture of the product, please contact us.

We assess these matters individually and aim to resolve genuine concerns quickly and fairly.

Custom & Personalised Orders

Branded, personalised and custom-made products are produced specifically for each order.

Deposits are non-refundable once production has commenced, subject to any rights that may apply under South African law.

Changes requested after final artwork approval or once production has commenced may result in additional costs and revised production timelines.

Crystallisation of Honey

Raw honey naturally crystallises over time. This is a normal characteristic of raw honey and does not indicate that the honey is defective, unsafe or of inferior quality.

Crystallisation alone is therefore not considered a quality defect.

If you prefer your honey in a liquid state, gently warm the jar in warm, not boiling, water until the honey softens.

Refunds

Where a refund is required or agreed upon, it will be processed using the original payment method where reasonably possible.

Please allow several business days for the refund to reflect, depending on your bank or payment provider.

Contact Us

For any shipping, delivery or product-related concerns, please contact us at:

contact@southerngoldhoney.co.za

or through the Contact page on our website.

We’re always happy to help and will do our best to resolve any genuine issue quickly and fairly.

Effective Date: 11 August 2026