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Luxury fragrances. Delivered nationwide across South Africa.

Sanctuary of Scent
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Shipping policy

Last updated: 29 October 2026

At Sanctuary of Scent (S.O.S), we are committed to making your fragrance shopping experience as convenient as possible. As a strictly online fragrance store based in South Africa, we deliver orders through available courier and parcel delivery services. Please read this policy to understand how we process, dispatch and deliver your orders.

1. Delivery Coverage

We offer delivery across South Africa to eligible addresses and collection points supported by our available delivery partners. Because Sanctuary of Scent operates exclusively online, we do not offer walk-in purchases or collection from a physical retail shop. Available delivery options will be communicated at checkout or before your order is finalised.

2. Order Processing

Orders are processed after payment has been successfully received and confirmed. We aim to prepare orders for dispatch as promptly as reasonably possible. Processing times may vary depending on order volumes, stock availability, weekends and public holidays. Orders placed outside our normal processing hours may be processed on the next business day.

If an item becomes unavailable after you have placed and paid for your order, we will contact you to discuss the available options.

3. Delivery Methods and Fees

We use courier and parcel delivery services to deliver orders to customers across South Africa. Available delivery methods and their fees will be communicated at checkout or before payment is completed. Delivery fees may vary depending on the courier, destination, parcel size and service selected. If a delivery option becomes unavailable, we will contact you to discuss a suitable alternative before making any material change to your delivery arrangements.

4. Estimated Delivery Times

Delivery timeframes depend on the selected service, your location and the courier's operational capacity. Any delivery timeframe displayed on our website or communicated to you is an estimate unless expressly stated otherwise. Deliveries may take longer during public holidays, peak shopping periods, adverse weather, courier disruptions or other circumstances affecting transportation. We will make reasonable efforts to assist customers with tracking and delivery enquiries when delays occur.

5. Tracking Your Order

Where tracking is available, tracking details will be shared with you once your order has been dispatched or the courier has made the tracking information available. Customers should monitor their tracking updates and follow any delivery or collection instructions provided by the courier. If you have not received tracking information within the expected processing period, please contact us for assistance.

6. Delivery Information

Customers are responsible for providing accurate and complete delivery details when placing an order.

Please ensure that your:

  • Full name is correct.

  • Contact number is active.

  • Delivery address or selected collection point is accurate.

  • Any additional delivery instructions are clear.

Incorrect or incomplete information may result in delivery delays or a failed delivery. If you notice an error after placing your order, contact us as soon as possible. We will make reasonable efforts to assist, although changes may not be possible after dispatch.

7. Collection-Point Deliveries

If you select delivery to a collection point, you must follow the courier's instructions for collecting your parcel. Please ensure that your contact number is correct so that you can receive collection notifications where applicable. Parcels must be collected within the collection period specified by the delivery provider. If a parcel is not collected and is returned to us, we will contact you to discuss the available options. Any additional delivery charges will be handled in accordance with applicable law and communicated before they are incurred.

8. Delivery Delays

Although we aim to deliver orders within the estimated timeframe, delays may occur due to circumstances beyond our reasonable control.

These may include:

  • Courier backlogs or operational disruptions.

  • Public holidays and peak delivery periods.

  • Severe weather or transport interruptions.

  • Incorrect delivery details.

  • Delays at collection points or within the courier network.

If your order is delayed, please contact us with your order number so that we can assist with the relevant delivery provider where reasonably possible. We will not use a courier delay to avoid any legal responsibilities we may have to you as the seller.

9. Damaged, Missing or Incorrect Deliveries

Please inspect your order when you receive it. If your parcel arrives damaged, an item is missing, or you receive a product different from what you ordered, contact us as soon as reasonably possible. Please provide your order number and photographs of the product and packaging where available. We will investigate the matter and arrange an appropriate solution in accordance with our Return and Refund Policy and applicable South African consumer protection laws. Customers should contact us if tracking indicates that a parcel has been delivered but they have not received it.

10. Failed Deliveries and Returned Parcels

If a delivery cannot be completed because the customer supplied incorrect information, was unavailable where required, or failed to collect a parcel within the courier's specified period, the parcel may be returned to us. We will contact the customer to discuss redelivery or other available options. Any additional charges will be communicated clearly and applied only where permitted by law. This section does not limit any rights you may have where a delivery failure is attributable to us or the courier.

11. Delivery Charges and Refunds

Delivery charges will be communicated before you complete your purchase. Where an order is cancelled, returned or refunded, the treatment of delivery fees will depend on the reason for the cancellation or return and the requirements of applicable law. Where we are responsible for an incorrect or defective order, we will handle delivery-related costs in accordance with applicable consumer protection requirements.

12. Contact Us

For shipping updates, tracking assistance or delivery enquiries, please contact:

Sanctuary of Scent (S.O.S)

Email: info@sanctuaryofscent.com

Telephone: +27 81 758 0555

Business type: Strictly online fragrance store

Country: South Africa

Please include your order number when contacting us so that we can assist you more efficiently.

Thank you for shopping with Sanctuary of Scent. We appreciate your support and look forward to delivering your favourite fragrances to you.