Shipping & Returns

Delivery

When will my order be delivered?

  • We'll deliver your order by the Estimated Delivery Date provided in your Payment Confirmation email.
  • In the event that an email confirmation has not be provided, the default delivery of 7 to 21 working days applies.
  • You can also track your delivery at any time by selecting the Order Number from your Order History on your iKura Express Account profile.
  • An equivalent Order History will be available relevant to Third Party Sellers should the order have been initiated there.
  • Email updates will also keep our valued customers abreast of where the order is in the process.
  • This is the most current tracking information we have for your order. If this date changes, we’ll let you know straight away by email or SMS.

Can I change my delivery address after I have ordered?

  • We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.
  • Shipping and or courier costs are calculated based on weight, dimensions, cost and service level and this will be displayed during checkout.

iKura Express offers convenient methods of delivery:

  • Courier - We deliver directly to your home or office, anywhere in South Africa.  All delivery and tracking details are supplied to you at checkout;
  • Collection –  We currently do not have collection facilities – this will be availed in due course;

Can you split my delivery, sending in-stock items first and the rest later?

  • On every product page, you can see whether an item is 'in-stock' in our warehouse or if there is a 'lead time' period, which is the time it takes us to order in the item from our supplier.
  • For the most efficient delivery service, we wait until all your items arrive with us before delivering them all to you in one go. This means that some lead time items could hold up the delivery of your in-stock items.
  • On selected orders, we may be able to split your delivery, allowing your in-stock items to arrive faster. If you want to request a split delivery, click here to give us all your order information.

    PLEASE NOTE:If either part of your new split delivery falls below R500, free delivery can no longer apply and our standard delivery costs will be charged.

What happens if a product is missing from my shipment/delivery?

  • You will need to submit a request by sending an email to customercare@ikuraexpress.co.za and furnishing us with your order number. Confirm which item is missing in your shipment received. One of our friendly online shopping assistants will contact you and assist you ASAP.

 

Stock Availability

Some Special Stocks of iKura Express are limited. iKura Express shall take all reasonable efforts to ensure that when a particular item is no longer available, that offers thereof are discontinued. However, should items still be offered after stocks are sold out and iKura Express is unable to fulfil the orders placed at advertised prices, iKura Express shall only be liable to refund the amount paid by you for such product.

Errors

iKura Express shall take reasonable efforts to accurately indicate prices. However, should products be erroneously offered at incorrect prices, iKura Express will not be obligated to sell products at such incorrect prices and shall only be liable to refund monies paid should you not wish to proceed with the purchase at the correct price.

Returns

What is your returns policy?

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from iKura Express itself and through Third Party Channels.

Certain parts of this Policy do not apply to used products or damaged products unless the damage occurred prior to order received by customer, and this is indicated in the relevant sections below.

This Policy forms part of the iKura Express Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products upon all necessary conditions for returns are met;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

NB: All medical related kits, gadgets, medication etc are not returnable and refundable at this stage.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • except in relation to Special Deals and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • it is not missing any accessories or parts;
  • you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective; and
  • it is not one of the products listed below.

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it subject to acceptance by iKura Express upon logging a request – provided the product is not:

  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
  • a beauty product or fragrance which has been used;
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery. 
  • NB Were a product is accurately delivered as per order, refund will be in the form of credit to your account to be applied towards purchases on www.ikuraexpress.co.za.  

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us by email accompanied by a picture and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 21 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 days of such delivery by logging a return on the Website or via Email.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
  • in relation to Special Deals or used products, signs of handling and/or repackaging.

4: Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

  • Bundle Deal– You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
  • Pre-packed Bundle– Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.

5: Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse IKura Express for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations be refunded.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account, and payment by Discovery Miles or eBucks will be refunded to your Discovery Miles or eBucks account.

How do I log a return?

  • First to see that your order is covered by our Returns Policy and if so, you can then log a return through your iKura Express Account profile.
  • Please note that if you're trying to return a gift, only the customer who purchased the item is able to log a return via their iKura Express Account profile.

What is the status of my return?

ANSWER

  • You can track your return. This is the most current tracking information we have for your open Returns.
  • We’ll also keep you updated on the progress of your return via email. If you want to check that we have the right contact information, you can update your Personal Details in the Customer Information section of your iKura Express Account profile.

Can I exchange my product?

ANSWER

  • First to see that your order is covered by our Returns Policy and if so, you can then log a return through your IKura Express Account profile.
  • Please note that only fashion and sportswear items can be exchanged for another colour or size, where alternatives are available.
  • Can I return software that's already been installed?

ANSWER

  • Software is only returnable if it has not been opened - if the seal is broken - the product is no longer returnable.

Can I return a product without accessories?

ANSWER

  • Unfortunately, not – the complete product has to be returned. This means that if a TV remote is not working, the TV needs to be returned as well, as it would need to be tested with the remote once fixed.

Can I return a Large Appliance item?

ANSWER

  • Unwanted Large Appliance items can be returned if they comply with our Returns Policy, i.e. if it is undamaged, unused and in the original packaging. We won’t accept Large Appliances that are out of its protective packaging and used, so please be sure of your purchase before unpacking and using the item.

Do you allow exchanges if I need a different size and/or colour?

ANSWER

  • Fashion and sportswear products can be exchanged for a different size or colour variation if available. Fashion and sportswear products that are Special Deals can only be exchanged for a variation of the same Special Deal. If you want to exchange such a product for a different size or colour, you can return it to us at no charge, provided that you meet the requirements set out in our Returns Policy. Other types of products cannot be exchanged.

What do I do if the item I received is not what I ordered?

 ANSWER

  • We do our best to make sure that the product you ordered meets your expectations and is as described on the product page at www.ikuraexpress.co.za.
  • If that’s not the case with the item you received, first to see that your order is covered by our Returns Policy and if so, you can then log a return through your iKura Express Account profile.

What do I do if my item is faulty?

 ANSWER

  • We do our best to make sure that the products we deliver are of a high quality and in good working order.
  • If that’s not the case with the item you received, first to see that your order is covered by our Returns Policy and if so, you can then log a return through your iKura Express Account profile. 

What do I do if my items were damaged when I received them?

ANSWER

  • We do our best to ensure that the products we deliver are in a good working order and we’re sorry if that’s not been the case with the item you received.
  • If that’s not the case with the item you received, first check to see that your order is covered by our Returns Policy and if so, you can then log a return through your iKura Express Account profile here.

Can I change my collection address once I have logged a return?

ANSWER

Currently, we are unable to change an address after your return has been logged. You are able to cancel your return and log a new one with the preferred address for collection.

Can I reschedule my return collection date or address?

ANSWER

  • Please refer to the phone number provided in your Returns confirmation email and give us a call to schedule changes to your Return collection.

I have a returns question not listed here, can you help?

  • Please complete our Help form on our website or email returns@ikuraexpress.co.za, the contact number below is available for use and one of our friendly online shopping assistants will be in touch to help. 

Call us: 083 852 0439

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Refunds

How do I get a refund instead of a credit?

If you paid by EFT using Payfast or i-Pay, you’ll need to provide us with your banking details. Credit Card payments will be processed directly into the credit card account used to pay for your original order.

All other payments will be refunded via the original payment method used for your original order.

Refunds may take 5 to 7 days to reflect depending on your payment method and bank used.

Why is my refund taking so long?

Answer

Refunds are usually processed within 3-5 working days, and Refunds may take 5 to 7 days to reflect depending on your payment method and bank used.