Return Policy

RETURNS & SHIPPING

What are the delivery charges for my order?

Delivery charges are flat rated at R65 for any purchase under R500 (after any applicable discount). Outlying areas will be charged R200 for shipping. Please contact us if you have any queries regarding outlying areas. Free shipping applies to all orders above R500.

Who ships my order?

We use a range of local courier companies. These companies operate independently of Joekels and are not part of the Joekels business.

You will receive a tracking number as soon as your order is ready to be delivered.

How long does it take to ship an order?

We try to ship products as soon as we receive your order. However, occasional stock delays may occur, in which case we will keep you informed via email.

How long will it take to deliver my order?

All orders are usually delivered within 4–5 working days for major cities and 7–10 working days for remote locations from the date of order.

During promotions, we experience high order volumes which may result in longer delivery lead times.

What happens if I have entered the wrong address?

Please email enquiries@joekels.co.za immediately so that we can reroute the delivery. Additional delivery charges may apply in this case.

How can I track my order?

To track your order, follow the tracking link sent via email once your order is ready to be delivered.

Alternatively, email enquiries@joekels.co.za with your order details and we will provide you with an update on your order status.

Customer Support Hours

Please note that we are available Monday to Friday, 8:00am – 4:00pm, excluding Public Holidays.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request replacement stock.

 

Only stock that is damaged or defective may be returned. We do not accept returns for incorrect product orders.

Stock that is returned will be replaced with new stock, no cash refunds will be issued.

To be eligible for a return, your item must be unused, and in its original packaging.

To start a return, you can contact us at joekelsteashop@joekels.co.za.

If your return is accepted, in line with the CPA, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at joekelsteashop@joekels.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.