COVERED — DELIVERY & RETURNS
Effective date: 1 September 2026
At Covered, we believe that giving should feel thoughtful from the moment an order is placed until the moment it reaches the person it was chosen for.
This page explains how delivery, collection, returns, refunds, exchanges, cancellations and damaged or incorrect orders are handled.
All delivery and return practices are subject to applicable South African consumer legislation.
1. Delivery
Orders will be prepared for delivery once the required payment has been successfully received and confirmed.
Covered will arrange delivery using an appropriate third-party courier service, including The Courier Guy, where applicable.
Delivery will be made to the physical address supplied by the customer when placing the order.
Please ensure that the delivery address, recipient’s name and contact number are correct before completing your order.
Any applicable delivery fee will be communicated before the order is finalised.
2. Delivery Times
Covered will provide an estimated delivery timeframe where possible.
Delivery times may occasionally be affected by circumstances outside Covered’s reasonable control, including:
- Courier delays
- Severe weather
- Public holidays
- Incorrect or incomplete delivery information
- Circumstances affecting the delivery network
Where a significant delay occurs, Covered will communicate with the customer where reasonably possible.
Personalised products
Personalised products may have a 5–7 working day turnaround time, unless otherwise specified.
Where customer approval of artwork or personalisation is required, production will only begin once the relevant details have been approved.
Delays caused by late approval or incomplete personalisation information may affect the delivery timeframe.
3. Gift Deliveries
When placing an order as a gift, the purchaser is responsible for providing the correct recipient information.
Please ensure that the recipient will be available to receive the delivery or that suitable delivery instructions have been provided.
If a courier is unable to complete delivery because the recipient is unavailable or the delivery information supplied is incorrect, an additional delivery charge may apply if another delivery attempt is required.
4. Deliveries to Businesses, Offices and Other Premises
When sending a gift to a workplace, office, hospital, school, hotel or other shared premises, please provide enough information for the courier to locate the recipient.
This may include:
- Company or organisation name
- Building or department
- Reception details
- Recipient’s contact number
- Relevant access or delivery instructions
Covered cannot guarantee direct handover to the intended recipient where the receiving premises has its own reception or delivery procedures.
5. Personal Hand Delivery
Where available, Covered may arrange personal hand delivery at an additional charge.
Availability and pricing will depend on the delivery location and circumstances of the order.
Please contact Covered if you would like to enquire about personal hand delivery.
6. Collection
Where collection is offered for a particular order, Covered will provide the customer with the relevant collection address and collection date or timeframe.
Customers will be notified when their order is ready for collection.
Where a specific collection timeframe has been provided, customers are asked to collect their order within that timeframe.
If you are unable to collect your order as arranged, please contact Covered as soon as possible.
7. Checking Your Order
We encourage customers to inspect their order as soon as reasonably possible after delivery.
If your order:
- Has been damaged during delivery
- Contains an incorrect item
- Is missing an item
- Appears to have another issue
please contact Covered as soon as reasonably possible, preferably within 24 hours of delivery, so that we can investigate and assist promptly.
Please provide your order details and photographs where relevant.
This recommended reporting period helps us investigate delivery-related issues quickly and does not exclude or limit any consumer rights that cannot lawfully be excluded or limited.
8. Damaged, Incorrect or Missing Items
If your order arrives damaged, contains an incorrect item or is missing an item, please contact us as soon as reasonably possible.
Please include:
Your order number or order details
A description of the issue
Photographs of the product and packaging where relevant
Covered will investigate the matter and work with you to provide an appropriate remedy where required.
All remedies will be handled in accordance with applicable South African consumer legislation.
9. Returns
Covered wants every customer to be happy with their purchase.
If you believe that a product is defective, damaged, incorrect or otherwise does not meet the applicable requirements, please contact us so that we can assess the matter and determine the appropriate remedy.
Returns will be handled in accordance with applicable South African consumer legislation.
Where a return is appropriate, Covered will provide the customer with instructions on how and where the product should be returned.
Please do not send a product back without first contacting Covered.
10. Refunds
Where a refund is applicable, Covered will communicate the refund process and expected timeframe to the customer.
Where reasonably possible, refunds will be processed using the original payment method.
The timing of a refund may also depend on the relevant payment provider or financial institution.
All refunds are subject to applicable South African consumer legislation.
11. Exchanges
Where an exchange is applicable, Covered will communicate the process with the customer.
Exchanges may depend on product availability.
Where the original product is unavailable, Covered may offer an appropriate alternative or other remedy in accordance with applicable consumer legislation.
12. Personalised Products
Some Covered products may be personalised specifically for the recipient.
Customers are responsible for checking all names, spelling, wording and other personalisation details before submitting an order.
Once a personalised item has entered production, cancellation, return or exchange may no longer be possible, subject to any rights provided under applicable South African consumer law.
Personalised products may have a 5–7 working day turnaround time, unless otherwise specified.
13. Perishable and Hygiene-Sensitive Products
Certain products may not be suitable for return because of their nature, including certain perishable or hygiene-sensitive products.
Any applicable exclusions will be handled in accordance with South African consumer legislation.
If you are unsure whether a particular product can be returned, please contact Covered before purchasing.
14. Product Substitutions
Covered collections are carefully curated to create a particular feeling and experience.
Individual products may occasionally vary depending on supplier availability, seasonal availability, packaging or other circumstances.
Where a particular item becomes unavailable, Covered may replace it with another carefully selected item of similar nature, quality and value, while maintaining the intended feeling and overall experience of the collection.
The products may change.
The gesture never does.
15. Cancellations
If you need to cancel an order, please contact Covered as soon as possible.
Where an order has not yet been prepared, dispatched or personalised, Covered will make reasonable efforts to accommodate the cancellation where possible.
Where an order has already been prepared, dispatched or personalised, cancellation may no longer be possible, subject to any rights provided to the consumer by applicable law.
16. Contact Covered
For questions regarding delivery, returns, refunds, exchanges, cancellations or an issue with an order, please contact us:
Covered — The Art of Gesture
Email: enquiries@coveredsa.co.za
Phone/WhatsApp: +27 62 554 7601
Website: www.coveredsa.co.za
Head Office: Edenvale, Johannesburg
South Africa, 1609
Covered
The Art of Gesture
Because sometimes, the smallest gesture can say everything.