Shipping policy
Last updated: 12 August 2026
At Coco’s Empawrium, we carefully prepare every order for delivery within South Africa.
This Shipping & Delivery Policy explains how we process, dispatch and deliver orders placed through www.cocosempawrium.co.za.
1. WHERE WE DELIVER
Coco’s Empawrium currently delivers within South Africa only.
We do not currently offer international shipping.
Orders can only be placed through our online store for delivery to a South African address.
We do not currently offer customer collection.
2. ORDER PROCESSING
Once your order has been successfully placed and payment has been received, we will begin preparing your order.
Dispatch timeframe
Orders are generally dispatched within 3 business days.
Business days are Monday to Friday and exclude South African public holidays.
Orders placed over a weekend or public holiday will be processed from the next applicable business day.
During periods of unusually high order volumes, product launches, promotions or other circumstances affecting our fulfilment operations, processing may take longer.
If a material delay is expected to affect your order, we will communicate this to you as soon as reasonably practicable.
3. DELIVERY METHOD
Orders are delivered using The Courier Guy's door-to-door courier service.
The Courier Guy's Direct service provides door-to-door delivery within South Africa and offers different delivery speeds depending on the service selected. Its published Economy service indicates a general delivery timeframe of approximately 2–4 days, while other services may offer faster delivery.
The actual delivery time for your order will depend on the applicable courier service, your delivery destination and the courier's operating conditions.
For this reason, we do not guarantee a specific delivery date.
4. SHIPPING COSTS
Standard delivery is calculated according to the applicable The Courier Guy rate for your order and delivery destination.
The applicable shipping cost will be displayed at checkout before you complete your purchase.
The Courier Guy's rates may vary according to factors including the delivery destination, parcel size, weight, service level and applicable surcharges.
FREE DELIVERY
Orders of R400 or more qualify for free standard delivery within South Africa.
The R400 threshold is calculated based on the qualifying order value as displayed by our online store and does not include any separately charged delivery costs.
Where an order qualifies for free delivery, Coco’s Empawrium covers the applicable standard delivery charge.
5. DELIVERY TIMEFRAMES
Your delivery timeframe consists of:
ORDER PROCESSING → DISPATCH → COURIER TRANSIT
We generally require up to 3 business days to dispatch your order.
Once dispatched, The Courier Guy's applicable transit time will depend on the service and destination.
As a general indication, The Courier Guy currently publishes Economy delivery as approximately 2–4 days, while its Priority services generally provide faster delivery.
These courier timeframes are estimates and may vary.
Please allow sufficient time for both our processing period and the courier transit period when placing your order.
6. TRACKING YOUR ORDER
Once your order has been dispatched, tracking information will be provided where available.
The Courier Guy provides parcel tracking using the relevant waybill number and may provide tracking updates by email or WhatsApp depending on the service.
Please keep your tracking information available if you need to contact the courier or Coco’s Empawrium regarding your delivery.
7. DELIVERY ADDRESS
You are responsible for providing a complete and accurate delivery address when placing your order.
Please check that the following information is correct:
- Full name
- Street address
- Suburb
- City or town
- Province
- Postal code
- Contact telephone number
- Any relevant delivery instructions
Coco’s Empawrium cannot be held responsible for delays, failed delivery attempts or additional delivery costs arising from incorrect, incomplete or outdated information supplied by the customer, to the extent permitted by applicable law.
If you realise that you have entered an incorrect delivery address, please contact us immediately at:
We will do our best to assist, but we cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
The Courier Guy states that delivery addresses cannot be changed once a shipment has been booked without contacting them to arrange the change.
8. COURIER DELIVERY
The Courier Guy provides door-to-door delivery services, with parcels collected and delivered to the recipient's specified delivery location.
Please ensure that someone is reasonably available to receive your order where required.
If a courier attempts delivery but cannot complete the delivery because:
- nobody is available;
- the address is incorrect or incomplete;
- access to the property is unavailable;
- delivery instructions are insufficient; or
- another circumstance attributable to the customer prevents delivery,
additional delivery charges may apply where permitted by law.
9. DELIVERY DELAYS
We make reasonable efforts to process and dispatch orders within our stated timeframe.
Once your order has been handed to The Courier Guy, delivery is subject to the courier's operating network and applicable service level.
Delays may occur due to circumstances including:
- courier or logistics delays;
- unusually high parcel volumes;
- public holidays;
- adverse weather;
- strikes or industrial action;
- incorrect or incomplete delivery information;
- remote or difficult-to-access locations;
- service interruptions;
- technical issues;
- natural disasters; or
- other circumstances outside our reasonable control.
The Courier Guy itself notes that delivery timeframes can vary by service and destination.
If we become aware of a material delay affecting your order, we will communicate the relevant information where reasonably practicable.
10. ORDERS THAT ARE DELAYED OR DO NOT ARRIVE
If your order has not arrived within the expected delivery timeframe, please contact us at:
Please provide your order number and delivery details.
We will investigate the shipment with The Courier Guy and assist you with the next steps.
You can also use The Courier Guy's tracking service using your waybill number.
Please do not assume that an order has been lost solely because it has passed its estimated delivery date. A courier investigation may be required before a shipment can be classified as lost.
11. LOST SHIPMENTS
If a shipment is confirmed as lost while in transit, we will work with The Courier Guy to investigate the matter and provide the applicable remedy in accordance with South African consumer law.
Where appropriate, this may include arranging a replacement or refund.
Nothing in this policy limits any statutory consumer rights relating to delivery.
12. DAMAGED DELIVERIES
If your order arrives visibly damaged, please contact us as soon as reasonably possible.
Where possible, please photograph:
- the outer packaging;
- the shipping label;
- any visible damage to the packaging; and
- the product itself.
Please retain the packaging and product until we have had an opportunity to assess the matter.
If the product appears unsafe, do not allow your pet to use it.
Please contact:
Damage occurring during delivery does not affect any statutory consumer rights that may apply.
13. INCORRECT OR MISSING ITEMS
If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as reasonably possible.
Please provide:
- your order number;
- the product ordered;
- the product received, where applicable; and
- photographs where helpful.
We will investigate the order and arrange the applicable correction, replacement or refund where appropriate.
14. DELIVERY AND RISK
We will take reasonable steps to arrange delivery of your order to the delivery address provided.
Where South African consumer law determines when risk passes to the consumer, those legal provisions will apply.
Nothing in this policy is intended to transfer risk to the consumer earlier than permitted by law.
Under the Consumer Protection Act, goods supplied under a transaction involving delivery remain at the supplier's risk until the consumer has accepted delivery, subject to the circumstances provided for by the Act.
15. REMOTE AND OUTLYING AREAS
Delivery times and courier charges may vary for remote, outlying or otherwise less-accessible destinations.
The applicable shipping charge displayed at checkout will apply.
Where a particular destination attracts a courier surcharge or requires a special delivery arrangement, this may affect the applicable delivery cost or timeframe.
The Courier Guy notes that some destinations may have additional surcharges or special-trip requirements.
16. PUBLIC HOLIDAYS & PEAK PERIODS
Orders are generally not processed or dispatched on South African public holidays.
During periods such as:
- product launches;
- promotional campaigns;
- Black Friday;
- December holidays; and
- other periods of unusually high demand,
processing and delivery may take longer than standard estimates.
Where a significant delay is expected, we will communicate this where reasonably practicable.
17. NO CUSTOMER COLLECTION
Coco’s Empawrium does not currently offer customer collection.
All online orders are delivered using our designated courier service.
18. INTERNATIONAL SHIPPING
Coco’s Empawrium currently does not offer international shipping.
Orders can only be placed for delivery within South Africa.
We do not currently accept international orders or arrange international forwarding on behalf of customers.
If international shipping becomes available in the future, our shipping policy and online store settings will be updated before international orders are accepted.
19. SHIPPING INFORMATION AT CHECKOUT
Before completing your order, the applicable shipping options and delivery charges will be displayed at checkout.
The shipping charge applicable to your order will depend on the available delivery service and destination.
Where your order qualifies for free standard delivery under our R400 threshold, the applicable standard delivery charge will be removed at checkout.
20. CONTACT US
If you have any questions about your order or delivery, please contact us:
Coco’s Empawrium (Pty) Ltd
Email:
sales@cocosempawrium.co.za
Website:
www.cocosempawrium.co.za
Please include your order number whenever contacting us about an existing order.
21. STATUTORY CONSUMER RIGHTS
This Shipping & Delivery Policy explains our normal delivery processes and does not exclude, restrict or waive any consumer right or remedy that cannot legally be excluded or limited under South African law.
Where a mandatory provision of applicable law conflicts with this policy, the mandatory legal provision will prevail.