SHIPPING OPTIONS

GOT A QUESTION? HERE’S A LIST OF SOME OF THE MOST COMMON QUESTIONS WE GET ASKED.

HOW MUCH DOES SHIPPING COST?

We offer FREE standard shipping across South Africa, for all orders above R450.00. International shipping charges apply (see below).

HOW LONG DOES SHIPPING TAKE?

We use various courier companies to get your goods to you. Once your order has left our warehouse, it can take up to 2 working days to be delivered.

❗ Please read – Due to an increased volume of orders, delivery time has been extended to up to 3 business days.

 

WHERE HAS YOUR EXPRESS SHIPPING OPTION GONE?

During peak sales periods, express shipping is temporarily unavailable. We apologize for any inconvenience.

I WON'T BE AT HOME/WORK TO RECEIVE MY ORDER. HELP!

If you won’t be at home/work or another location where a parcel can be delivered, supply us with a friend or families address. 

CAN MY PARCEL BE LEFT ON THE DOORSTEP OUTSIDE MY ADDRESS?

Sadly not. We wouldn’t want something to happen to your lovely new Keeko gear and so we require a signature upon delivery.

MY ORDER IS SHOWING AS COMPLETE, BUT I HAVEN'T RECEIVED IT. WHAT THE?

A ‘complete’ order means it’s been sent from our end, not necessarily that it’s been received on your end. For up-to-the-minute information on the whereabouts of your order, please check the tracking information emailed to you or via the selected courier companies website.

CAN I AMEND MY ORDER BEFORE SHIPMENT?

Sorry, we’re unable to make changes (e.g. styles, sizes, quantity) to your order, including delivery or payment methods, once your order has been placed. Depending on when your order was placed you may be able to cancel some items, however new items cannot be added. We suggest immediately calling Customer Service on +27011 083 9111(Monday – Friday, 8am-5.30pm) for further assistance.

I PLACED AN EXPRESS SHIPPING ORDER BUT I HAVE YET TO RECEIVE IT. WHY?

Express shipping orders placed before 11am on business days may take up to 1-2 business days to arrive for metro locations. If you’re still waiting for your order beyond this timeframe, please contact Customer Service via email or on +27011 083 9111 (Monday – Friday, 8am-5.30pm).

WHERE HAS YOUR EXPRESS SHIPPING OPTION GONE?

During peak sales periods, express shipping is temporarily unavailable. We apologise for any inconvenience.

INTERNATIONAL ORDERS

I'VE RECEIVED MY INTERNATIONAL ORDER, BUT I DON'T LIKE WHAT I'VE PURCHASED. WHAT CAN I DO?

Please contact Customer Service via email or on +27011 083 9111 (Monday – Friday, 8am-5.30pm). Given the return is within the 30 day return period, the team will provide you with a reply authority with an address to return the goods. A refund is the only option available for returns on international orders.

MY DHL TRACKING WILL NOT WORK. WHAT CAN I DO?

It’s all good. You can access tracking via the DHL website – Simply amend the date in the “from field” to reflect the date in which you placed your order and your tracking should appear. If not, please contact our Customer Service Team via email or on +27011 083 9111 (Monday – Friday, 8am-5.30PM.)

MY ORDER IS SHOWING AS COMPLETE, BUT I HAVEN'T RECEIVED IT. WHAT THE?

A ‘complete’ order means it’s been sent from our end, not necessarily that it’s been received on your end. For up-to-the-minute information on the whereabouts of your order, please check the tracking information sent to you via email or via the DHL website.

MY ORDER TRACKING IS SHOWING THAT IT HASN'T BEEN DELIVERED AND IS NOW BEING RETURNED TO KEEKO BABY. WHY?

There could be a number of reasons for this, such as an incorrect delivery address. We suggest contacting your local DHL branch to find out whether the parcel can be re-delivered. Alternatively, please contact Customer Service via email or on +27011 083 9111 (Monday – Friday, 8am-5.30pm). Please note: We are unable to re-send the same order; instead a refund will be applied when the order has been received back by our team.

WHAT'S THE DEAL WITH INTERNATIONAL TAXES AND FEES?

 

Good question! When placing an international order, you will be charged in South African (ZAR) rands. Because customs policies vary from country to country, international orders may be subject to local customs charges. We cannot mark international orders as a gift as a way of bypassing or reducing customs fees. Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination. If goods are above the threshold and customs entry is required, our logistics partner will charge an additional admin handling fee for customs clearance. For more information about your country’s custom policies, please contact your local customs office.

Still need help? Send us a note!

For any other questions, please write us at info@keekobaby.com or call us on +27 011 083 9111

KEEKO BABY