Shipping & Delivery Policy

At Kool Stuff, we want your shopping experience to be simple, convenient, and hassle-free. Below you'll find everything you need to know about our shipping costs, order processing times, delivery estimates, and payment methods.

1. Where Do We Ship From?

Kool Stuff is based in Durban, KwaZulu-Natal, South Africa.

Most orders are shipped from our Durban warehouse. Some personalized products are shipped directly from our production or fulfilment facility in Gqeberha (formerly Port Elizabeth), Eastern Cape.

Depending on the products you order, items in the same order may occasionally be dispatched separately.

2. How Much Does Shipping Cost?

Our shipping and handling charges are as follows:

• Orders below R1,000: R89 shipping and handling fee.

• Orders above R1,000: FREE shipping and handling.

Your applicable shipping fee will be displayed at checkout before you complete your purchase.

3. When Will I Receive My Order?

We work hard to get your order to you as quickly as possible.

Personalized products — production time

Personalized products generally require up to 3 working days for production. Processing begins once your payment has cleared and the necessary personalization details have been received.

Courier delivery — after dispatch

Once your order has been dispatched, delivery typically takes 5–7 working days.

Please note that these are estimated timeframes. Delivery may occasionally take longer due to courier delays, public holidays, adverse weather, or other circumstances beyond our control.

Working days exclude weekends and public holidays.

4. Will I Receive Tracking Information?

Yes! Once your order has been shipped, we'll provide tracking information so you can follow your delivery.

You may also receive tracking notifications directly from the courier company.

If you haven't received your tracking details or need help with your delivery, please contact our customer service team via the Chat button below.

5. What If My Order Is Delayed, Lost, or Damaged?

If your order hasn't arrived within the expected delivery timeframe, please get in touch with us so we can help investigate the delay with the courier.

If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible with your order number and relevant photographs, where applicable. We'll work with you to resolve the issue in accordance with our policies and your rights under applicable South African consumer-protection laws.

6. What Is Your Refund Policy?

We want you to shop with confidence!

Kool Stuff offers a 30-day money-back guarantee, which generally allows you to receive a refund without returning the used product.

Certain exceptions apply. We reserve the right to request a return for orders containing two or more of the same item, or for individual items valued at more than R450. The guarantee is limited to one refund per household.

For full details, including how to request a refund, please refer to our 30-Day Money-Back Guarantee policy.

Nothing in this voluntary guarantee limits any rights or remedies available to you under applicable South African law.

7. What Payment Methods Do You Accept?

We currently accept the following payment methods:

• South African EFT and bank transfers.

• Major debit and credit cards processed through our supported payment providers: PayFast, Stitch, and ZeroPay.

Please ensure that your payment has cleared and that all required order details are correct to help us process your order without unnecessary delays.

8. Need Help With Your Order?

We're here to help!

Call or WhatsApp: 073 986 0736

Email: kool@koolstuff.co.za

Office hours: Monday to Friday, 08:30–16:30.

Thank you for shopping with Kool Stuff. We appreciate your business and look forward to delivering your order!