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Detailed Description of Good and / or Services
Our main aim is to provide South African expats a website that would serve as your ‘One Stop SA Shop!’ There are other e-commerce sites but none provide our customers with the ability of obtaining any SA product (within reason) that they require within one e-commerce site.
Delivery policy
Subject to availability of products and receipt of payment, requests will be processed within 24 hours. You may select either:
a) Fedex - a courier delivery service +/- 4 to 7 working days for delivery
b) Expedited Mail Services - EMS - Courier +/- 4-5 days (currently availiable for delivery to certian countries in Europe, Canada and the USA) Parcel insurance allowed as per the table below
c) Surface Mail: this is by boat and takes around 6-12 weeks for delivery. Although slower it is a cheaper option and it has a tracking system for parcels. Certain counties allow for the parcels to be **insured to the orders replacement value - please refer list below for countries that allow insurance.
d) 2 options: 1. Airmail for Large Parcels and 2. Registered Airmail. Registered Airmail is for small parcels generally up to 1kg and has NO insurance option but does have tracking. Airmail for Large parcels:Insured Airmail: with a tracking number (5 to 10 working days for delivery): even though slightly more expensive than Global Mail, your parcel is **insured to its replacement value (for lost parcels) and therefore our recommended choice. Please refer table below to determine if the country the parcel needs to be sent to allows for insurance coverage.
e) Global Mail (Via Royal Mail in the UK). The recorded airmail service (via Royal
Mail) will have a tracking number into London and from there the parcel is dispatched using ordinary mail. Delivery could be within 7-21 working days depending on the destination country. Please note that due to increased postal volumes at certain times of the year such as Christmas and New Year - delivery times may increase to +/- 30 working days. Global Mail (Via Royal Mail in the UK). The recorded airmail service (via Royal Mail) will have a tracking number into London and from there the parcel is dispatched using ordinary mail. Delivery could be within 7-21 working days depending on the destination country. Please note that due to increased postal volumes at certain times of the year such as Christmas and New Year - delivery times may increase to +/- 30 working days. We accept NO responsibility if parcels are not delivered or if boxes are opened and items removed as this is NOT an insured service and there is NO tracking system. Items could be removed by customs and we will not be advised. .
All shipping costs at time of checkout and payment are estimates only - as there are box size restrictions on certian shipment methods. We can therefore only determine the actual costs once the parcels have been packed.
Please note that small parcels under 1 kg would normally be a registered parcel and not insured.
Customs:
All international deliveries are subject to the import and customs laws of that country and expatshop.co.za cannot be held responsible if a parcel or item is confiscated or held for inspection due to these laws. The onus is therefore on the client to ensure that items purchased on Expat Shop will in no way be contravening the import laws of the destination country.
Parcels that are returned due to:
1. undelivered - parcel not collected by addressee within allocated time allowed :
if the client would like the parcel/s to be resent, an addtional handling fee of R50.00 and the additional airmail will be levied per parcel / order.
2. items that have been ordered are in contravention of the customs laws of the country of delivery:
no refunds : as the onus is on the clients to ensure that items that are ordered are NOT in contravention of the customs laws of the country that the parcels need to be delived in.
3. addressee refused to pay the additional customs charge levied in delivery country:
the client can request the parcels to be resent - an addtional handling fee of R50.00 and the additional airmail will be levied per parcel / order. If however the clients request a refund - this would depend on the condition that the goods were returned in - if the goods are able to be resold then the normal cancellation policy will apply i.e. 25% administration fee will levied against the original order value. If the goods returned are not able to be resold due to the condition of the goods - then no refunds will be given.
Parcels that do not arrive (Airmail and Surface mail):
In the event that a parcel does not arrived in the specified period, please send us an email and we will do a track and track with the South African Post Office. They are able to give us information up to the time it leaves South Africa. Once they have confirmed that the parcel has indeed left SA, they ask that the clients contact the post office in the country that the parcels need to be delivered in - to see what information they have on the parcel.
If no information can be given - we will complete an enquiry with the South African Post office to do a full tracking on the parcel. This process however can take 6 weeks as the South African Post office needs to request information from the countries postal system that the parcel was sent to.
If the parcel was insured and the post office has confirmed that the parcel was indeed missing, a claim will be made for the value of contents of the parcel (excluding the shipping costs). Clients will be refunded the value that the insurance pays out.
International insured parcels
(FOR : Airmail, Surface Mail and EMS)
Parcels to the following countries may be insured:
Country Maximum insured value Maximum Mass
Argentina R2 000 20KG
Australia (including Christmas, R1 432 20
Cocos-Keeling and Norfolk
Islands)
Austria R2 000 20
Belgium R2 000 30
Botswana R 400 30
Brazil R2 000 30
Canada (including Newfoundland) R2 000 30
China (Taiwan) R2 000 30
Cyprus R2 000 30
Denmark R2 000 30
France (including Andorra, R2 000 30
Corsica and Monaco)
Great Britain and Northern Ireland R2 000 30
(including Channel Islands
and Isle of Man)
Greece (including AegeanIslands, R2 000 20
Crete, DodecanesIslands
and Rhodes)
Hong Kong R2 000 30
Ireland R2 000 30
Italy R2 000 30
Lesotho R 400 30
Macao R2 000 20
Malawi R1 617 20
Malaysia R2 000 30
Mauritius (including Chagos R 960 20
Archipelago)
Namibia R2 000 20
Netherlands R2 000 30
New Zealand R2 000 30
Poland R2 000 20
Portugal (incl Azores and Madeira) R2 000 30
Réunion R2 000 30KG
Seychelles R2 000 30
Singapore R2 000 30
Sri Lanka R 293 30
Swaziland R2 000 30
Sweden R2 000 30
Switzerland (including Liechtenstein) R1 617 30
United States of America R1 600 30
[including Alaska, Guantànamo
Bay, Hawaii, Puerto Rico and
Virgin Isles (USA)]
Zambia R 554 30
Zimbabwe R2 000 30
Refunds Policy
The provision of goods and services by Expat Shop is subject to availability. In cases of unavailability, Expat Shop will refund the client in full within 30 days, if the goods have not been placed on backorder as requested by the client. Cancellation of orders by the client will attract a 25% administration fee - if the order is cancelled before the parcels leave. Only insured parcels (Fedex and Insured Airmail / Surface mail parcels) will be replaced in the unlikely event that the parcel has not reached its destination. Insured airmail does not provide coverage for fragile items. We will however ensure that all items containing fragile items are packaged in double bubble wrap (the highest quality) as well as being enclosed in polystyrene if deemed necessary.
Parcels that are returned due to:
1. undelivered - parcel not collected by addressee within allocated time allowed :
if the client would like the parcel/s to be resent, an addtional handling fee of R50.00 and the additional airmail will be levied per parcel / order.
2. items that have been ordered are in contravention of the customs laws of the country of delivery:
no refunds : as the onus is on the clients to ensure that items that are ordered are NOT in contravention of the customs laws of the country that the parcels need to be delived in.
3. addressee refused to pay the additional customs charge levied in delivery country:
the client can request the parcels to be resent - an addtional handling fee of R50.00 and the additional airmail will be levied per parcel / order. If however the clients request a refund - this would depend on the condition that the goods were returned in - if the goods are able to be resold then the normal cancellation policy will apply i.e. 25% administration fee will levied against the original order value. If the goods returned are not able to be resold due to the condition of the goods - then no refunds will be given.
Customer Privacy Policy
Expat Shop shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, "personal information" shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from: http://www.polity.org.za/html/govdocs/legislation/2000/act2.pdf
Payment Options Accepted
Payment may be made via Visa, Master Card, Diners and American Express credit cards or by bank transfer into the Expat Shop bank account, the details of which will be provided on request.
Credit Card Acquiring and Security
Credit card transactions will be acquired for Expat Shop by Virtual Card Service (Pty) Ltd who are the approved payment gateway for Standand Bank. ShopDirect uses SSL3 and credit card information is stored per Visa and Mastercard guidelines on the website. Users may go to www.shopdirect.co.za to view their security certificate and security policy.
Customer Details Separate from Card Details
Customer details will be stored by Expat Shop separately from card details which are entered by the client on ShopDirect’s secure site. For more detail on ShopDirect refer to www.shopdirect.co.za .
Merchant Outlet Country and Transaction Currency
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction Currency is ZAR (South African Rand).
Country of Domicile
This website is governed by the laws of South Africa and Expat Shop chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, South Africa.
Variation
Expat Shop may, in its sole discretion, change this agreement or any part thereof at any time without notice.
Expat Shop contact details
Email Support: info@expatshop.co.za | Skype: infoatexpatshop
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