Shipping Policy | CTRL & HOME

1. Order Processing Period

• All paid orders undergo manual verification and warehouse packing within 1–3 working days after successful payment confirmation.
• Working days refer to Monday–Friday, excluding South African national public holidays, weekends and peak promotional seasons (Black Friday, year-end holiday sales).
• Orders submitted after 14:00 (South Africa Standard Time, UTC+2) will be processed on the next business day.
• Pre-order, customized or oversized items require an extended processing time, and the extra lead time will be noted clearly on the corresponding product page.

2. Shipping Zones & Delivery Charges

2.1 Domestic Shipping (South Africa Nationwide)

2.2 Cross-border & Global Shipping

• Transit window: 5–12 working days after dispatch, varying by destination country and customs clearance efficiency.
• International freight is automatically calculated at checkout based on package weight, volume and recipient location; the domestic free-shipping threshold (R800) does not apply to cross-border orders.
• Special promotional free-shipping rules for international orders will be announced separately on the checkout page during campaigns.

3. Parcel Tracking

1. Once your parcel is handed over to the courier, you will receive an automated shipping confirmation email containing a unique tracking number and courier portal link.
2. You may track real-time logistics status via the tracking link, or log into your store account to view shipment updates in the order detail section.
3. After the parcel enters local last-mile delivery, please contact the courier company directly for urgent delivery adjustments.

4. Customs Duties, Import Taxes & Recipient Responsibilities

• For all cross-border shipments, import duties, customs clearance fees and local consumption taxes are borne exclusively by the recipient; these charges are not included in our checkout shipping fees.
• CTRL & HOME cannot pre-estimate or control customs-related costs, as charges depend on local trade regulations and official customs valuation standards.
• Customers shall provide accurate recipient ID information and complete customs declaration formalities on time; delayed clearance caused by incomplete documentation will extend delivery time.

5. Delivery Address Rules

• Please fill in a complete, accurate residential/commercial delivery address with valid contact phone numbers at checkout.
• We are not liable for failed delivery, parcel return or extra re-shipping fees caused by incorrect addresses, unreachable recipients or abandoned parcels.
• If you need to revise the delivery address, submit your request via email (info@ctrlandhome.com) before the order is dispatched; address modification is unavailable after shipment handover to couriers.

6. Circumstances for Extended Delivery Time (Non-liable Events)

7. Lost / Damaged Parcels

1. If a parcel is confirmed lost by the courier after formal investigation, we offer two optional solutions: full order refund or complimentary re-delivery of identical goods.
2. For externally damaged parcels upon receipt, please take unboxing photos/videos on the spot and contact our support team within 48 hours of delivery for claim processing.

8. Local Pickup

CTRL & HOME offers free in-store pickup at our retail locations.

Pickup Locations:

TPS Balloons The Party Shop
Shop 14, Paddocks Shopping Centre, Racecourse Rd, Milnerton, Cape Town, 7441

Toni’s R5 Store
322 Main Rd, Lemoenkloof, Paarl, 7646

Customers will receive an email notification once the order is ready for collection. Please collect your order within 7 calendar days after notification. Uncollected orders may be cancelled and handled in accordance with our Returns Policy.

9. Contact for Shipping Support