IN SUMMARY:
> Shipping costs vary from brand to brand and depend on your location.
> Products bought on Equilibrio will be delivered within South Africa in 3-7 working days unless otherwise stipulated (e.g. House of Cinnamon shoes delivery is 14 working days). International shipping takes an additional 5 – 20 days depending on your location and shipping method.
> If items are required before 7 working days please email shop@equilibrio.co.za before ordering to check availability.
> Returns and exchanges must be requested within 14 days of delivery of all items in the order. International orders are unfortunately not returnable, refundable or exchangeable due to our extremely high import customs duties in South Africa.
> Email shop@equilibrio.co.za if you wish to return or exchange an item. We will arrange the collection
> Size exchanges in SA are free of charge (once)
> Returns in SA carry a R150 admin fee unless you choose to take store credit/voucher
> Customers are refunded into their credit card, bank account or if items were paid for via Mobicred or Payflex, according to their methods and policies
> Swimsuits are not unfortunately returnable
> Certain products like customized or altered items, earrings and socks can not be returned or exchanged unless defective (see the full list under par 2.5 below)
The above is subject to the rules of the policy. See the full policy below.
DELIVERY, RETURNS & EXCHANGES POLICY
Where we refer to “Equilibrio Products” in the delivery, returns and exchanges policies we refer to products that are sold and fulfilled by and on the Equilibrio.co.za platform.
DELIVERY POLICY: EQUILIBRIO PRODUCTS
1.1 Delivery charges
Delivery charges vary per product in the geography within which Equilibrio delivers. Duties on international shipments are settled directly by the customer.
1.2 Delivery geography
Equilibrio delivers to addresses in South Africa and international addresses covered by Fedex and UPS couriers. Duties on international shipments are for the customer’s account. We currently do not deliver to farms and rural areas. However, if you live on a farm or in a rural area, please feel free to contact us at shop@equilibrio.co.za to discuss how you can potentially take delivery of items you wish to purchase from us.
1.3 Delivery address
It is your responsibility to provide an accurate delivery address to which your purchases can be delivered on check-out. Delivery is made during normal working hours of 8am to 5pm, Monday to Friday. You are to make sure that the delivery can be received during these standard delivery times at the address provided. Equilibrio does not accept responsibility for failed delivery due to the fact that there is no-one to sign for and accept delivery.
If there is no-one to take receipt of the delivery upon a first attempt, we will attempt to contact you telephonically or by email to make delivery. The courier company will attempt to make delivery 2 more times. If there is still no-one to accept delivery, the goods will be returned to Equilibrio and a refund of the purchase price of goods purchased excluding delivery charges (if any) will be processed. Should you however not want a refund but wish Equilibrio to again attempt delivery, this will be at your own cost.
1.4 Delivery time-frame
We will deliver your purchases within 3-7 working days in South Africa (other than Erre and House of Cinnamon shoes which can take up to 14 working days) of the funds clearing in our account unless otherwise stipulated. International shipping takes an additional 5 – 20 days depending on the shipping method you choose. You will be notified via e-mail of the delivery timeframe.
As noted under “Delivery address” in 1.3 above, it is your responsibility to provide an accurate delivery address at which the goods can be accepted for delivery on weekdays during normal working hours of 8am to 5pm.
RETURNS POLICY (SA only)
2.1 At Equilibrio we try our best to offer you a fuss-free shopping experience. We are here to help you find beautiful items that are delivered to your door. You are welcome to order something and if you don’t like it or it doesn’t fit, you can return it or exchange it for another size (subject to par 3.1-3.5). Equilibrio will arrange for the items to be collected from your chosen address. Initial shipping charges (if any) are not refunded.
Please note: International orders are unfortunately not returnable, refundable or exchangeable due to our extremely high import customs duties in South Africa.
Criteria for non-defective product returns (SA only):
2.1.1 Returns must be lodged within 14 days of delivery of all items in the order by sending an email to shop@equilibrio.co.za
2.1.2 The item must be unused, unwashed and in a re-sellable condition
2.1.3 The item is not bespoke, specially made or altered in any way
2.1.4 The item being returned must not be an “Excluded item” (see par 2.5) and qualifies for a return
2.1.5 The item must be safely secured, in its original packaging and has the labels attached (if applicable)
2.2 Returns Process
2.2.1 Email us at shop@equilibrio.co.za. Please stipulate the collection address and if possible the reason for the return.
2.2.2 The items must be returned to us unused with the labels attached and in the original packaging in which your order was delivered. Equilibrio reserves the right to not refund a returned product if the product is returned damaged, used or without its original protective packaging or it is not safely packed in a delivery box. In this case, the customer can decide to have it shipped back to them at their cost.
2.2.3 Once we have received your email, we will dispatch a courier to collect the package from the address you have supplied within 4 working days.
2.2.4 Should you be entitled to a refund, then the value of goods purchased excluding the initial delivery charges (if any) will be repaid (unless defective, see par 2.3.2). Cash refunds carry an admin charge of R150 that will be deducted from your refund amount. The admin fee is waived if you opt for store credit.
If you paid via EFT or card the refund will take place on the card used to purchase the product or be deposited into the purchaser’s bank account within 10 business days of the returned item having been cleared by Equilibrio’s return and quality checking process.
If the Mobicred or Payflex payment methods were used for payment, refunds will take place according to their policies. Equilibrio will notify Mobicred or Payflex of the refund.
If the credit doesn’t reflect in your account after 21 days, please contact us by emailing us at info@equilibrio.co.za.
2.3 Returning defective products
2.3.1 Defective products may be returned up to 6 months of delivery date by contacting us at shop@equilibrio.co.za. To proceed with the return, you will need to provide pictures of the defective product together with full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in your possession.
2.3.2 We may then arrange to collect such a product or have it posted back so that it can be inspected. If the product is subsequently found to indeed be defective, you are entitled to either:
(a) be refunded (using the method described in par 2.2.4), or
(b) have the product repaired or replaced. Equilibrio will decide whether the product should be repaired or replaced. This decision depends on the availability and other relevant circumstances.
2.3.3 A “Defective Product” is one that contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected, under the circumstances. A product is in a defective condition if it is dangerous to the user or consumer when used in the prescribed way and/or for the purpose for which it was manufactured or designed. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.
2.3.4 A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if:
(a) the damage or fault is a result of normal wear and tear;
(b) damage arose from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections but is acceptable in accordance with the generally accepted commercial practices.
2.3.5 If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair or replacement or a refund if more than a 14-day period after delivery has lapsed but will instead be liable for the costs incurred in having the item redelivered to you.
2.4 Returning incorrect products
Equilibrio will make all reasonable efforts to ensure complete and correct product information is displayed on the site and that the correct product is delivered to you. However, should the unthinkable happen and Equilibrio delivers the incorrect product to you by mistake please do not remove the product from its original packaging, do not remove the labels or try the product on at all. Please notify us by email, and we will resolve the error by arranging to collect the incorrect product from you and to deliver the correct product to you as quickly as possible.
Please do not try and remedy the situation by placing another order for the exact same product you were trying to purchase.
2.5 Excluded items
Unless defective, the following product types may not be returned or exchanged:
1. Non-defective underwear and bodysuits;
2. Non-defective earrings;
3. Products that have been in any way customised or altered;
4. Gift vouchers, coupons or vouchers
5. Non-defective face masks
6. Non-defective socks
8. Non-defective candles or room fragrances
9. Non-defective swimwear
EXCHANGE POLICY (SA Only)
3.1 Equilibrio products (other than those excluded in par 2.5 above) can be exchanged for a different size if the alternative size is available at the same price as the product you originally purchased. Unfortunately, you can’t exchange your original product for a different product, this constitutes a return and a new order.
Please note: International orders are unfortunately not returnable, refundable or exchangeable due to our extremely high import customs duties in South Africa.
3.2 If the size you want is not immediately available, you can choose to obtain a refund instead. Refunds will be processed in the manner described in par 2.2.4 above.
3.3 For the item(s) being sent back for an exchange, requirements as in the Returns Policy (par 2.1 – 2.5 above) apply. (Please note as in par 2.1.1 exchanges need to be requested within 14 days of delivery by emailing shop@equilibrio.co.za)
3.4 We can’t send you a new item without receiving the original product first. This means that, once your exchange request has been approved, we will collect the returned item from you and deliver the requested size free of charge once the one you returned has passed inspection.
3.5 Equilibrio will cover the courier cost for one size exchange. Subsequent exchanges are for the customer’s account.
3.6 For exchanges simply email us with your request and we’ll do our best to assist you.
ALTERATIONS (SA Only)
4.1 A customer may request alterations to a garment if it does not fit perfectly. Alterations are at the full discretion of the designer and may be free of charge or carry a cost depending on the amount of work required.
4.2 If the designer agrees to do an alteration (whether free or charged for) the customer will be required to cover the courier costs to deliver the garment to the designer and to send it back to the customer.
4.3 Unfortunately alteration services are not available for items shipped outside of South Africa.
4.4 Once a garment has been altered for a customer, it is not returnable, exchangeable or refundable.
