Shipping policy

1. Delivery areas, couriers and pickup

At Miyukai we pack every order with good vibes and get it on its way as fast as we can. We partner with several courier companies to deliver across South Africa.

We deliver within South Africa. By special arrangement, we may also deliver to neighbouring territories. We agree the shipping cost and delivery terms with you in writing before you pay, free shipping does not apply, and you are responsible for any customs duties, import taxes and fees charged in the destination country. Some remote areas may not be serviceable, so we check every delivery address after you order.

If an address is unserviceable, or a courier applies a surcharge we cannot absorb, we contact you before dispatch to agree another delivery arrangement. We do not charge a surcharge without your agreement. If we cannot agree an arrangement, we cancel the order and refund you in full. We start the refund within 5 business days of cancelling and pay it within 30 days of cancelling.

Pickup. You may collect an order from our premises at 28 Hudson Street, De Waterkant, Cape Town, 8001 only if every product in the order qualifies for pickup and you selected pickup at checkout. Our premises are an office, not a retail store, and are not open to the public. We do not hold sellable stock there, so you cannot visit to browse or buy, and you may not arrive before we tell you that your order is ready for collection. Pickup orders cannot be combined with shipped orders, and once an order has been paid for, the method of receipt cannot be changed. We email you when your order is ready and tell you how and when to collect it. Ownership of, and risk in, a pickup order pass to you when you collect it. The courier, tracking and delivery-address provisions do not apply to pickup orders. We do not accept in-person returns.

2. Dispatch and delivery times

We usually dispatch within 1-3 business days of order confirmation, subject to payment clearance and stock availability.
Orders are usually delivered within 2-10 business days after dispatch, depending on province and destination.
Business days exclude Saturdays, Sundays, South African public holidays and any day on which we have told you, on this website, in your order confirmation or by email, that we are closed or not dispatching. This does not extend any period the law requires us to meet.
In peak trading periods or at high order volumes, dispatch may take longer than 1-3 business days. Orders are processed in the sequence received, and we keep working to get your order out as quickly as possible.
These times are estimates, not guarantees. Couriers manage delivery schedules, so we cannot guarantee delivery on a specific day or at a specific time.

3. Shipping costs

Flat rate: R249 within South Africa. Orders to neighbouring territories are quoted separately.
Free shipping: orders within South Africa over R999 including VAT, before shipping charges.
Promotions: shipping rates, free-shipping thresholds and eligibility may differ during promotions. Where a promotion applies, the shipping terms stated in it prevail for the duration of the offer.

No surprises: the shipping charge is shown before you pay.

4. Tracking, handover and unattended delivery

Tracking. We email you a tracking reference once your order is dispatched. Please monitor your shipment and give the courier access to your delivery address.
Delivery preferences. If you need delivery on a specific day or at a specific time, arrange it with the courier using your tracking reference. The courier may not be able to accommodate custom requests.
Handover. Parcels require a signature or physical handover. Please inspect the parcel in the courier's presence, check the outer packaging for visible damage and confirm the contents match your order. If there is a problem, note it on the delivery document and photograph the parcel and packaging immediately.
Unattended delivery. A courier leaves a parcel unattended (for example at a door or gate) only if you request this in writing, for that specific delivery, directly with the courier. Please send us a copy of your request. Where you make that request, the risk of theft, loss or damage passes to you once the parcel is left at your delivery location.

5. Delivery addresses

Accuracy. Please give a correct and complete delivery address at checkout and check every detail as soon as you check out. If you notice an error, email info@miyukai.com immediately with the correction.
Access. Make sure the courier can reach your address. Include gate codes or security access details, the building, unit or apartment number, and directions if the property is hard to find.
Changes before dispatch. We ship only to the address given at checkout. If your order has not shipped, email us your order details as soon as possible. We will try to help but cannot guarantee a change, particularly in peak periods.
Changes after dispatch. We cannot change the address once an order is dispatched. Arrange any redirection directly with the courier using your tracking reference. Any courier redirection fee is for your account.
Returned parcels. If a parcel comes back because the address was incorrect, incomplete or inaccessible, reshipment fees apply. If it is returned to us for that reason, we refund the item price less the courier fees and costs we incurred. If a parcel comes back for any other reason, including a courier failure, we refund you in full. A courier may hold an undelivered parcel at a depot, so check the hold period with the courier.

6. Risk and ownership

Ownership of, and risk in, the goods pass to you when the parcel is delivered to your address and accepted by you or on your behalf. Until then, our courier partners are responsible for the goods in transit. For a pickup order, ownership and risk pass to you when you collect it.

We deal with the courier on your behalf and pursue claims for transit damage or loss, so you do not need to contact the courier about a claim. You arrange delivery preferences and redirections with the courier yourself (sections 4 and 5).

7. Delayed, lost or damaged parcels and our errors

Parcel missing, or it arrived looking like it went to a festival without you? Don't panic. Email us and we'll sort it out.

Not delivered. If your order has not arrived within 10 business days of dispatch, or tracking shows a problem, email info@miyukai.com with your order number and tracking reference so we can start a courier investigation. Please report non-delivery within 14 calendar days of the dispatch date so we can lodge a claim with the courier.
Lost parcels. We replace a confirmed lost parcel or refund you in full, as you prefer. If an item is out of stock, we refund you.
30-day delivery. If we have not delivered within 30 days of receiving your order, you may cancel it by giving us 7 days' written notice. We then refund you in full within 30 days of cancellation.
Damaged parcels or missing items. Please notify us within 7 calendar days of delivery at info@miyukai.com with your order number, your tracking reference and clear, date- and time-stamped photographs of the damaged item and of the outer packaging.
Our errors. We are responsible for picking, packing and invoicing errors, such as a wrong item or a missing quantity. Please report one within 7 calendar days of delivery with your order number and photographs. We replace the item or refund you in full, as you choose, at no cost to you, including reshipment fees.
Reporting windows. The 7- and 14-day windows help us claim from the courier. They do not limit your legal rights, including your rights for defective goods.
Damage after delivery. Damage after delivery caused by misuse, negligence, carelessness, mishandling, use contrary to the written instructions, safety warnings or care instructions supplied with the product, physical alteration, or an assembly or installation error is not covered by this section. This does not limit your rights for defective goods.

8. Packaging

Outer packaging (box, bag, wrapping). Check it when the courier hands the parcel over. If it is visibly damaged, note this on the delivery document and photograph it before you accept the parcel.
Inner packaging (pouches, inserts, tissue, protective wrap). Damage here is often visible only once you unpack the item. If you find any, stop unpacking, photograph the item and all packaging with date and time stamps, and email info@miyukai.com within 7 calendar days of delivery.
Keep all packaging. Keep all outer and inner packaging until you have checked the goods and, if you may want to return them, until your return period ends or any claim is resolved. We and the courier may need it to assess a claim, and it is needed to return goods safely.
Damaged packaging alone. Damage to packaging that does not affect the goods, such as a dented box, is not a defect and is not on its own a reason for a refund or replacement. If the goods themselves are damaged, section 7 applies. This does not limit your rights for defective goods.

9. Returns, refunds and your rights

The full detail is in our Returns & Refund Policy. In short:

Cooling-off: you may cancel an online order within 7 calendar days of receiving the goods, without giving a reason. Goods must be returned in their original packaging, unused and in the condition you received them.
Change of mind: within 14 calendar days of delivery, subject to conditions, refunded as store credit. Hygiene items and discounted items are final sale and are not accepted for change of mind.
Defective goods: every item carries a 6-month limited warranty from delivery.

This Shipping Policy, our Terms & Conditions and our Returns & Refund Policy form one agreement and are read together. By placing an order you accept them. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Last updated: 28 October 2026