shipping & order tracking

Shipping Charges

Whilst orders over R745 are shipped free of charge, orders under R745 automatically include a surcharge of R150* to cover courier charges. In addition, orders that have been cancelled but have already been shipped, are liable to have the refund deducted by R150* in order to cover courier charges. Orders that are cancelled timeously, which have not been shipped, will not be liable for such courier charges.*Additional charges may apply for remote and outlying areas. You will however be contacted directly if this is the case.


We deliver door to door, postnet & to your local post office

Post Office and Post Net orders may take up to an additional 7 working days to reach the designated Post Office or Post Net address, whereby you will be notified by the Post Office/Post Net via SMS on your parcel's arrival. Due to delays and staff shortages at the Postal Services, we suggest allowing our couriers to deliver your parcel directly to your door - whether it be work or home – to ensure a speedier delivery time. Remember, packages are discreetly wrapped with no mention of the business or products which you have ordered. Couriers are professional and offer the utmost discretion ensuring your parcel will only ever be delivered to the person listed as the receiver on your order.


If you would like to change your delivery address

In the event that you would like to change your delivery details or reroute your parcel, we ask that you contact the Desir Client Concierge team (info@desir.co.za; 0860 994 160) to notify them of your request so that they may action this as soon as possible.


If our courier company cannot reach you on the contact number provided

In the event that our courier company is unable to reach you at your provided delivery address or on your supplied contact number, they will try and deliver your parcel to you again on the next day’s delivery run. Should this still prove to be unsuccessful, they will return your parcel to the Courier Head office, where our courier relationship manager will try and contact you to arrange for an alternative delivery time/address. In the event that this is unsuccessful, your parcel will then be returned to the Désir Head office, where we will endeavour to get hold of you

In addition, our courier company is unable to notify you of exactly when your delivery will take place and as such it is imperative to provide us with a delivery address where you will most likely be during office/day hours as well as a contact number. For your security and ours, we ask that you sign the waybill presented to you by the courier agent, in order to acknowledge that you have received your package safely.


Delivery & your discretion

With regards to discretion, Désir acknowledges the needs for privacy and security. All orders are beautifully packaged in one our exclusive Désir gift boxes and are placed in a courier bag – completely non-transparent. The waybill attached only reflects your order number and makes no reference to the contents of your package. Our courier company is well-versed in discretion and confidentiality and maintaining professionalism at all times.

  

Delivery Times

Desir endeavors to get your parcel to you as quickly as possible and will communicate with you telephonically or via email on your delivery status or any unforeseen complications.  

In the event that product is in stock at our Head Office and is available for immediate shipment:

Cape Town: 1 to 2 Working Days

Main Lying Areas: 2 to 3 Working Days

Regional & Outlying Areas: 3 to 5 Days

In the event that product is in stock but is stored off-site:

Cape Town: 2 to 4 days

Main Lying Areas: 3 to 5 days

Regional & Outlying Areas: 5 to 7 days

   

How to track your order

Our online results give you real-time, detailed progress as your shipment speeds through the courier network.To track your order, please use one of the following methods


Registered customers: who have created an account, can click here.


Guest customers, who have not registered an acount/created a log-in can click here


Aramex Tracking: to track your order directly via the Aramex website click here


International Shipping - Namibia, Swaziland, Botswana & Lesotho

International delivery charges vary and are calculated based on the destination, size, weight, and value of your order. It is therefore imperative to opt for the EFT payment option once you have proceeded to checkout, which will allow the Desir team to obtain the most accurate quotation from our courier company. Once we have received this quotation, we will contact you with the amount whereby you will have the option to proceed with your payment or cancel if you so wish. Please note, Désir will subsidize as much of the delivery cost as possible, and will deduct the South African VAT listed on your invoice from your shipping charges. Once your proof of payment reflects in our account, we will then ship your order.


Deliveries take anything from up to 4 to 8 working days (provided there are no unforeseen delays). Once your order has reached the country which you are sending it to, a customs clearing agent will contact you on the number which you have provided, to advise you of the customs clearance and VAT fee applicable to your order. They will advise you of the payment banking details thereof – please note you are liable for these charges, and your order will not be released by Customs until such time that you have processed the payment. Handling fees may cost up to 10% of the total invoice value and Désir is unfortunately unable to control these charges as they are determined by the customs office in your country. Customers in Namibia and Botswana are liable to pay for the VAT applicable, but are generally exempt from the customs clearance fee.


Please also note

Désir cannot be held responsible for any late deliveries which occur as a result of accidents, flat tyres, incorrect delivery addresses, flight delays, or any other unforeseen circumstances.


In the event that you have placed an order for stock that is not physically on our premises, we will notify you immediately within 24 hours to advise you on the quickest turnaround time available to you on your order. Our aim is to get your stock to you as quickly as possible. 


To avoid disappointment and to manage expectations regarding your delivery, we encourage you to contact our Client Concierge on 0860 994 160 or email info@desir.co.za to ascertain when exactly you will be able to receive your order.

 

Orders are only shipped on working days, exclude weekends, and public holidays.

We do however provide the option for collection from our Camps Bay Showroom at 13 Totnes Avenue should you wish to receive your product earlier than what our courier is able to deliver. Please ensure you advise us of this on the comments section of your checkout order. 


Whilst Désir's service delivery is all about quick turnaround times - in the rare instance that we are unable to honour our dispatch rule, we will contact you personally to notify you of the delay - either by the email or via the contact number which you have provided.

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