Shipping Policy

Last updated: September 2026

Masala Factory delivers orders throughout South Africa using trusted courier partners.

Customers can choose between our R120 Aramex Flat Rate option or The Courier Guy with delivery calculated at checkout.

Delivery Options

🚚 Aramex – R120 Flat Rate

We offer Aramex delivery anywhere in South Africa for a flat rate of R120 per order.

The R120 delivery charge will be displayed during checkout when you select the Aramex shipping option.

Your delivery fee remains R120 regardless of the destination within South Africa, subject to the order being eligible for this delivery method.

📦 The Courier Guy – Calculated at Checkout

Customers may alternatively choose The Courier Guy.

The Courier Guy’s delivery fee is calculated automatically during checkout based on your delivery details and the applicable courier rate.

Simply enter your delivery address during checkout and the available rate will be displayed before you complete your order.

Order Processing

Orders are prepared and dispatched once payment has been successfully received and the products in your order are available.

Once your parcel has been collected by the courier, delivery is handled through the courier’s network.

Where tracking information is available, this will be provided to you so that you can follow the progress of your delivery.

Delivery Times

Delivery times depend on your location, the selected courier service and the courier’s delivery network.

Delivery timeframes supplied by Masala Factory or the courier are estimates and may occasionally be affected by circumstances outside our control.

These can include public holidays, weekends, severe weather, road disruptions, unusually high courier volumes and delays within the courier network.

Delivery Areas

Our courier options are intended for delivery addresses within South Africa.

If you require delivery outside South Africa, please contact us before placing your order to find out whether we can assist.

Please Check Your Delivery Address

Please make sure that your delivery details are correct before completing your order.

This includes:

• Street address and number;
• Complex, estate or building name where applicable;
• Unit number;
• Suburb;
• City or town;
• Province;
• Postal code; and
• A contact telephone number for the courier.

Masala Factory cannot accept responsibility for delays caused by incorrect or incomplete delivery information supplied during checkout.

If a parcel is returned to us because an incorrect or incomplete address was provided, an additional courier charge may be required before the order can be sent again.

Receiving Your Delivery

Please ensure that somebody is available to receive the parcel at the delivery address where required.

Courier drivers may contact you using the telephone number supplied with your order if they have difficulty completing the delivery.

If a courier is unable to complete delivery after reasonable attempts, the parcel may be returned to us. Additional delivery fees may apply if the parcel needs to be sent again.

Tracking Your Order

Where courier tracking is available, you will receive your tracking information after your order has been dispatched.

Please allow some time after receiving the tracking number for the courier’s tracking system to register the parcel.

Delayed Parcels

If your parcel appears to be delayed, please contact us and we will assist with tracing the shipment with the applicable courier.

Once a parcel has entered the courier network, delays can occasionally occur that are outside Masala Factory’s direct control. We will nevertheless make reasonable efforts to assist in resolving courier-related delivery problems.

Damaged Parcels

If your parcel arrives visibly damaged, please photograph the packaging and the affected products as soon as reasonably possible.

Contact us with:

• Your order number;
• Photographs of the parcel;
• Photographs of the affected product; and
• A brief explanation of the problem.

This allows us to investigate the matter with the courier and determine the appropriate solution.

Incorrect or Missing Items

If your order contains an incorrect product or an item is missing, please contact us as soon as reasonably possible with your order number and details of the problem.

We will investigate and arrange the appropriate resolution.

Food and Consumable Products

Because many Masala Factory products are food or consumable products, please do not return a product to us without contacting us first.

Food safety and hygiene requirements mean that opened food products generally cannot simply be returned for a change of mind.

Damaged, defective, incorrect or otherwise non-conforming goods will be handled in accordance with our Returns & Refunds Policy and applicable South African consumer law.

Courier Charges Are Separate From Product Refunds

Where an order qualifies for a refund, the treatment of the original delivery charge will depend on the reason for the refund and the customer’s applicable rights.

Where Masala Factory supplied an incorrect, defective or damaged product, we will deal with the matter in accordance with our Returns & Refunds Policy and applicable consumer law.

Where additional courier costs arise because of incorrect delivery details supplied by the customer or a failed delivery for reasons outside our control, those additional charges may be payable by the customer.

Questions About Delivery?

If you have any questions about shipping or an existing delivery, please contact us:

Masala Factory
Email: [email protected]
Website: www.masalafactory.co.za