Everything below applies to orders placed on soulpuzzles.com and delivered within South Africa. If anything here doesn’t answer your question, email us at soul@soulpuzzles.com and a real person will come back to you.
What delivery costs
R120 per order, anywhere in South Africa. One flat rate — it doesn’t change with the size or weight of your order, or how far it has to travel. Order one puzzle or five and the delivery charge is the same R120.
The price shown on every product page already includes 15% VAT. Delivery is added at checkout, so the amount you pay is the puzzle price plus R120.
How long it takes
We deliver within 30 days of receiving your order. In practice it is very often a great deal quicker than that — most orders are packed and handed to the courier within a few days, and South African courier transit is typically a matter of days rather than weeks. But 30 days is the commitment we make, and we would rather promise you something we can always keep than an optimistic figure that occasionally slips.
That 30 days is also the period set by section 46 of the Electronic Communications and Transactions Act, which requires a supplier to execute an order within 30 days unless you and we have agreed otherwise.
If we can’t meet it, you are protected:
- If we haven’t delivered within 30 days, you may cancel your order on seven days’ written notice, and we’ll refund you.
- If we find we can’t supply your puzzle at all — a design sells out, or a production run fails — we must tell you straight away and refund every payment you’ve made within 30 days of telling you. We won’t sit on your money hoping to catch up.
We pack on business days. An order placed over a weekend or a public holiday is dealt with on the next business day.
If you paid by EFT
Direct bank transfer is a manual payment, so we can only pack your order once the money actually reflects in our account — how long that takes is up to your bank. The 30-day delivery period above runs from the day your payment reflects, not the day you placed the order. Paying by card through PayFast confirms instantly, so if you’re in a hurry, that’s the faster route.
Made-to-order and pre-order puzzles
Some of our puzzles are cut and printed for you rather than taken off a shelf, and a few are offered on pre-order ahead of a production run. Where a product page states its own lead time, that stated period replaces the 30 days above — a pre-order puzzle showing a three-week lead time means three weeks before it is dispatched, and courier time on top of that. The law allows exactly this, because the lead time on the product page is the “otherwise agreed” period you accepted when you ordered.
A puzzle on backorder shows “Available on backorder” on its page rather than a normal in-stock label, so you can see before you pay that it is being made for you.
Bespoke and personalised puzzles are quoted individually, including their lead time. Email us to start one.
Where we deliver
We deliver to street addresses throughout South Africa, including estates and complexes. We can’t deliver to a Post Office box.
Please check your delivery address carefully before you pay. A courier redelivery to a corrected address is charged again, and we can’t recover a parcel that has been signed for at an address you gave us in error.
Outside South Africa
International delivery isn’t available through the checkout — our puzzles are heavy, wooden and individually boxed, so the freight has to be quoted per order. We do ship abroad regularly. Email soul@soulpuzzles.com with the puzzles you want and your delivery address, and we’ll quote you the freight cost before you commit to anything.
Any import duty, VAT or customs charge raised in the destination country is the buyer’s responsibility, and is not something we can calculate or pay on your behalf.
Tracking your order
You’ll get an email from us confirming your order. Where our courier issues a tracking number for your parcel, we’ll pass it on to you.
If you haven’t heard anything and you’re wondering where your puzzle is, just email us with your order number — you never have to wait out the full 30 days before asking, and we’d far rather you asked early.
If your puzzle arrives damaged
It’s rare, but couriers do occasionally drop things. Don’t throw the packaging away — photograph the box and the damaged puzzle, and email the photos to soul@soulpuzzles.com as soon as you notice. We’ll replace it or refund you; that’s covered in full on our Returns & Refunds page.
Who you’re buying from
Soul Puzzles
4 Kildare Road, Glenwood, Durban, 4001
KwaZulu-Natal, South Africa
soul@soulpuzzles.com