Delivery
We try our best to deliver all orders as soon as possible and it is likely that you will receive your order approximately 3 working days from the date you have placed and paid for the order. During busy times, the lead time may be slightly longer and delivery could take 5+ days. In any event, the order will be fulfilled within 30 days from the date of the despatch confirmation unless there are exceptional circumstances. You are welcome to contact us for a tracking No for your order. We make use of reputable national courier services to delivery our orders.
Free delivery on orders above R750.
The cost of standard delivery is R75. Outlying areas may incur additional delivery charges. All delivery fees will be displayed when you check-out.
Delivery to outlying areas may take longer than estimated.
Delivery shall always be made to the payment card-holder’s address.
Current delivery charges will be displayed at the checkout and included in your total order amount.
Deliveries and offers on our website are available to RSA residents only
Please ensure that you are available, during working hours, at your nominated delivery address, to accept the parcel. Failure to do so may result in delivery delays or additional delivery charges for you. You may allow someone else to accept your parcel on your behalf, but should someone other than yourself sign for your parcel, we accept that you have nominated this person to receive the parcel on your behalf and their signature will be accepted by us as sufficient proof of delivery. The risk associated to the delivery of any parcel, transfers to the recipient on signing the delivery note.
Cancelling an order before dispatch
If you change your mind after placing an order, you may cancel the full order anytime before the order is dispatched and we will refund the full amount paid. Please contact us via email with your order reference number, name and contact details so that we can cancel your order.
Where your order consists of a number of products, and you wish to cancel a part of the order only, please do so before the order is dispatch. Please also ensure that your order, without the cancelled item, still meets the minimum order value, as a delivery fee may be added and deducted from the payment due to you.
Cancelling an order after dispatch
We are unable to cancel any order once the order has been despatched. To cancel the order after this time, you must follow the procedures as stated under our Refunds Policy and Changed my mind terms and conditions.
To cancel an order, you must inform us in writing. You must also return the product(s) to us immediately, unused, un-opened, complete, and in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the products while they are in your possession. Where the product is an item such as footwear, taking reasonable care includes (without limitation) not wearing the product and not opening the see-through, sealed packaging of the product. If you fail to comply with this obligation, we may hold you responsible for the costs of the product and or other fees encountered.
This provision does not affect your statutory rights. For further information on your statutory rights, please seek advice.
Beauty & Hygiene Products
For hygiene reasons, personal grooming items ie face masks etc and snoozies footwear cannot be returned, except where defective or incorrectly supplied.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Our Refunds Policy
If you wish to return products to us, please follow instructions on our return policy page. You must return the products by a means protected by insurance, covering the value of the products and by a method that requires a signature from us to acknowledge our receipt of the returned products
Please note the following conditions for the return of an item:
- Goods must be unused
- Goods must be in their original condition & packaging.
- Goods must be received back within 14 days from the day you receive your order.
- Please include detailed documentation regarding the return.
If we suspect that the goods have been used in any way or any of the above conditions are not met, regrettably we reserve the right to return the goods without notice (and with re-delivery costs being the responsibility of the buyer). Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable. A full refund will be made within 30 days from cancellation of the order, provided the goods are returned to us in their original condition.(Excluding delivery charges).
Please use a courier, as Nebulous Stars cannot be held accountable for returned items not received back. All returned items are subject to a 15% Handling fee. Returns are the responsibility and for the expense of the customer. No Post Office returns will be accepted.
Return Address: 45 Port Road, Robertsham, 2091
Refunds are made via bank transfer to the customer’s designated South African bank account – or for account credit where applicable. Notice is given that free offers and our P&P (postage and packaging) costs will be accounted for if returned goods takes the order value below the free offer level. The value of free offer goods will be deducted from any refund that may be due.
To avoid refund deductions please return any free offer goods with your returns if your order value will drop below the free offer level. All Packages returned to us unclaimed via our couriers will be subject to re-delivery charges as defined on our delivery page. Wrap your return in the same packaging in which you received it and enclose the packing slip.
When you place an order online with us, you will receive a return email confirming your order and giving details of the items you have purchased. This automatic confirmation email does not necessarily mean we will be able to execute your entire your order or even parts thereof. We retain the right to withdraw products from sale at any time and to refund in full any payment made by either credit or a refund in the manner that payment was received.
Occasionally, an error may occur and goods may be either incorrectly priced, incorrectly discounted or described incorrectly, in which case we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavors to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid either as a credit or a refund in the manner that payment has been received
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@nebulousstars.co.za and send your item to: 45 Port Road, Robertsham, Johannesburg.