Delivery Policy

This policy explains how your order reaches you, what you pay for delivery, who carries the risk along the way, and what happens when a delivery goes wrong. It applies together with our Terms of Use and our Returns & Refunds Policy.

1. Where we deliver

We deliver within the Republic of South Africa. Whether a particular address can be served, and at what price, depends on the courier covering that area, which is checked when you enter your address at checkout. If an address cannot be served you are told before you pay, not after.

2. Who delivers

Deliveries are carried out by independent courier partners, arranged through our logistics partner Bob Go. plugafrika is not the courier. Where an order contains items from more than one vendor, each vendor’s items are collected and delivered separately, so parts of one order can arrive on different days.

3. What delivery costs

The delivery charge is quoted live at checkout, based on your address, the parcel and the service you choose, and it is shown to you as a separate line before you confirm and pay. Where more than one vendor is involved you may be offered one combined delivery price for the whole order instead of a charge per vendor.

If the courier rate cannot be retrieved at that moment, checkout applies a standard delivery charge of R50 so that your order is not blocked. That figure is always shown to you before you pay, and the amount you are shown is the amount you are charged.

4. Delivery times are estimates

The delivery estimate you see at checkout and on your order comes from the courier for that route and service. It is an estimate, not a guaranteed date, and it does not include the time a vendor needs to confirm and pack your order. Public holidays, weather, load shedding, incorrect address details and courier backlogs all affect it.

You can follow the actual progress of your parcel on the order page under My orders, which updates as the courier scans it.

If a delivery is materially later than the estimate you were given, contact support. Under section 19 of the Consumer Protection Act 68 of 2008, where goods are not delivered on the agreed date or within the agreed period you may accept a later delivery or cancel and be refunded. Nothing here limits that right.

5. Risk and ownership

Risk in the goods passes to you on delivery. Until the parcel is delivered to you or to someone at your delivery address, it is carried at the vendor’s and the courier’s risk, not yours. That means a parcel lost or damaged in transit is not your loss, and is handled as a fault under our Returns & Refunds Policy.

6. When you are not there

Couriers deliver during business hours and need someone to receive the parcel. Give an address where someone can accept it, and a cell number the driver can reach, because most failed deliveries are a phone call that did not connect.

If a delivery attempt fails because nobody was available, the address was wrong or incomplete, or access was refused, the courier charges for the next attempt. That re-attempt fee is yours, it is quoted to you before you commit, and you can pay it from your plugafrika wallet or by card or bank payment from the order page. Your parcel is only rebooked once the fee is paid.

If the failed attempt was not your fault, for example the courier went to the wrong address or did not attempt the delivery at all, you do not pay for the next attempt. Tell support and we take it up with the courier.

7. Checking your parcel on arrival

Look at the parcel before you accept it. If the packaging is clearly damaged, note it with the driver or decline the delivery, and tell us the same day through support. If you only discover damage after unpacking, tell us as soon as you can. Damage in transit is treated as a fault, so no return fee is charged to you and your rights under our Returns & Refunds Policy apply.

8. Parcels that do not arrive

If tracking stops moving, or a parcel is marked delivered and you do not have it, contact support with your order number. We raise a query with the courier, and while that runs your order is not closed. A parcel that cannot be found is treated as a fault, and you are refunded or the item is replaced, as you choose.

9. Returns and collections

Returns are collected from you rather than posted back, and the collection is arranged through the same courier partners. Who pays for the collection depends on why the item is going back, which is set out in our Returns & Refunds Policy.

10. Who to contact

Delivery queries go to support or support@plugafrika.com. Our registered details and office number are on the Company information page.