Shipping policy

Shipping Policy

Last updated: 13 August 2026

This Shipping Policy explains how orders placed with The House of Names are processed, dispatched and delivered within South Africa.

Order Processing and Production

Most of our products are personalised and embroidered specifically for each customer. Production must therefore be completed before an order can be dispatched.

Estimated production times are displayed on the relevant product page or communicated during the ordering process. Production time begins only after:

Full payment has been received;
All personalisation information has been submitted; and
Any required design proof has been approved by the customer.

Production time is separate from courier delivery time.

Orders containing both personalised and non-personalised products may be dispatched together once the entire order is ready.

Checking Your Personalisation Details

Before submitting your order, please carefully check:

Names and surnames;
Spelling and punctuation;
Dates or established years;
Product type;
Clothing size;
Garment colour;
Embroidery colour; and
Any other customisation instructions.

Incorrect or incomplete information may delay production and delivery.

If you notice an error after placing your order, contact support@thehouseofnames.co.za immediately. We cannot guarantee that changes can be made after production has begun.

Delivery Areas

We currently deliver to valid physical addresses within the Republic of South Africa.

Some remote or outlying areas may require additional delivery time or charges. If we cannot deliver to the address supplied, we will contact the customer to discuss available options.

We do not deliver to PO boxes unless expressly confirmed before the order is placed.

Shipping Charges

Shipping charges are calculated and displayed during checkout before payment is completed.

Charges may depend on:

The delivery location;
Parcel size and weight;
Courier availability;
Whether the address is in a main centre or an outlying area; and
Any promotional delivery offer applicable to the order.

Any free-delivery promotion will be subject to its advertised conditions, minimum order value and delivery-area limitations.

Estimated Delivery Times

Estimated delivery times are displayed during checkout or communicated after dispatch.

Delivery estimates begin when the order is handed to the courier and do not include production time.

Delivery may take longer during:

Promotional or peak shopping periods;
Public holidays;
Severe weather;
Courier service interruptions;
Supplier or production delays;
Delivery to remote or outlying areas; or
Other circumstances outside our reasonable control.

We will take reasonable steps to communicate material delays where possible.

Order Tracking

Where tracking is available, customers will receive tracking information by email or through the contact details supplied with the order.

Tracking information may take some time to update after the parcel has been collected by the courier.

Delivery Address and Contact Information

Customers are responsible for supplying a complete and accurate:

Recipient name;
Physical delivery address;
Postal code;
Email address; and
Contact number for courier delivery purposes.

The contact number submitted during checkout may be shared with the courier only as reasonably necessary to arrange delivery.

The House of Names is not responsible for delays resulting from incomplete or incorrect delivery details supplied by the customer.

If a parcel must be redirected or sent again because incorrect details were supplied, the customer may be responsible for reasonable additional courier charges.

Receiving Your Order

The customer or another authorised person should be available to receive the parcel at the delivery address.

The courier may contact the recipient or require a signature, delivery code or other confirmation before releasing the parcel.

A parcel accepted by another person at the delivery address may be regarded as delivered unless there is evidence showing otherwise.

Missed or Unsuccessful Deliveries

If delivery is unsuccessful because no authorised person is available, the courier may:

Attempt delivery again;
Contact the recipient;
Send the parcel to a collection point; or
Return the parcel to The House of Names.

If an order is returned because the customer was unavailable, refused delivery or supplied incorrect information, the customer may be required to pay reasonable redelivery charges before the parcel is dispatched again.

Delayed Orders

If your order has not arrived within a reasonable period after the estimated delivery date, contact us at support@thehouseofnames.co.za.

Please include your:

Order number;
Recipient name; and
Tracking number, if available.

We will contact the relevant courier and assist with investigating the delay.

Courier delivery dates are estimates and cannot always be guaranteed. However, this does not limit any rights available to customers under applicable South African consumer law.

Lost Parcels

If tracking indicates that a parcel may have been lost, please contact us promptly.

We will investigate the matter with the courier. Where the courier confirms that the parcel was lost before valid delivery, we will arrange an appropriate replacement or refund in accordance with applicable law and the circumstances of the order.

Because personalised items require production, a replacement may be subject to a new production period.

Damaged Parcels or Incorrect Orders

Please inspect your parcel as soon as it is delivered.

If the parcel or product arrives damaged, or if you receive an incorrect product, contact us as soon as reasonably possible at support@thehouseofnames.co.za.

Please provide:

Your order number;
A description of the issue;
Photographs of the outer packaging;
A clear photograph of the courier label; and
Photographs showing the damaged or incorrect product.

Please retain the product and packaging until we have reviewed the matter.

Confirmed damaged, defective or incorrect products will be handled according to our Returns and Refund Policy and applicable South African consumer law.

Split Deliveries

In certain circumstances, an order may be delivered in more than one parcel.

Where reasonably possible, we will notify the customer if an order has been divided into separate shipments. Separate tracking details may be issued for each parcel.

Customers will not be charged additional shipping fees where we choose to split an order unless this was agreed in advance.

Collection

Where collection is offered, customers must wait for confirmation that the order is ready before attempting collection.

The person collecting the order may be required to provide:

The order number;
Collection confirmation; and
Suitable proof that they are authorised to collect the parcel.

Collection availability and instructions will be provided directly to eligible customers.

International Shipping

We currently ship within South Africa unless international delivery is specifically offered during checkout.

If international shipping becomes available, the customer may be responsible for customs duties, import taxes, clearance charges and other destination-country costs unless otherwise stated.