ORAYA SHIPPING POLICY

Last updated: 29 September 2026

At Oraya, we aim to make your delivery experience as simple and reliable as possible. This Shipping Policy explains how orders are processed, shipped and delivered.

1. Shipping Method

All Oraya orders are shipped using Aramex Store-to-Door delivery.

Orders are delivered to the delivery address provided by the customer during checkout.

Please ensure that your delivery address, contact number and other delivery information are accurate before completing your order.

2. Delivery Time

Orders are expected to arrive within approximately:

8–11 business days

Delivery times are estimates and are calculated in business days. Weekends and public holidays are not included.

The delivery period generally begins once your order has been processed and handed over to the courier.

While we aim to deliver within the stated timeframe, delivery times may vary depending on courier operations, the delivery destination and circumstances outside of Oraya's reasonable control.

3. Courier Delays

Oraya is not responsible for delays caused by the courier or circumstances outside our reasonable control, including but not limited to:

• Courier network delays;
• Severe weather;
• Natural disasters;
• Public holidays;
• Strikes or industrial action;
• Incorrect or incomplete delivery information supplied by the customer;
• Failed delivery attempts;
• Remote or difficult-to-access delivery locations;
• Customs or regulatory delays where applicable; or
• Other unforeseen circumstances affecting the courier's ability to deliver.

If your order is delayed, we will provide reasonable assistance in communicating with the courier and helping you track your parcel.

However, delays caused by the courier or circumstances outside Oraya's reasonable control do not automatically entitle the customer to a refund.

Nothing in this section limits any rights you may have under applicable South African consumer-protection law.

4. Tracking

Once your order has been dispatched, tracking information may be provided to you where available.

Customers are responsible for monitoring their tracking information and ensuring that they are available to receive the delivery.

If you believe your parcel is significantly delayed or the tracking information has not updated for an extended period, please contact us at:

Email: oraya.enquiries@gmail.com

Please include your order number so that we can assist you.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Oraya cannot be held responsible for delays or failed deliveries resulting from:

• Incorrect addresses;
• Missing apartment, unit or complex information;
• Incorrect contact details;
• Failure to respond to the courier; or
• Failure to be available for delivery.

Additional delivery charges may apply where a parcel needs to be redirected or redelivered due to incorrect information supplied by the customer, where permitted by law.

6. Failed Delivery Attempts

If the courier is unable to complete delivery, the courier may attempt to contact the customer or arrange another delivery attempt in accordance with its delivery procedures.

Customers should follow any instructions provided by the courier to arrange successful delivery.

7. Damaged Parcels

If your parcel arrives visibly damaged, please contact Oraya as soon as reasonably possible.

Where possible, take photographs of:

• The outer packaging;
• The shipping label;
• Any visible damage; and
• The product and its packaging.

This information may be required to assist with a courier investigation or product claim.

8. Lost Parcels

If your order appears to have been lost during delivery, please contact us at:

oraya.enquiries@gmail.com

We will reasonably assist in investigating the shipment with the courier.

Where a parcel is confirmed to have been lost, Oraya will address the matter in accordance with applicable law and the circumstances of the order.

9. Delivery Estimates

The stated 8–11 business-day delivery period is an estimated delivery timeframe and is not a guarantee of delivery on a specific date.

Courier delays can occur and are outside Oraya's direct control.

We will nevertheless make reasonable efforts to assist customers where a shipment experiences an unexpected delay.

10. Contact Us

For shipping or delivery enquiries, please contact:

Oraya
Email: oraya.enquiries@gmail.com

Please include your order number when contacting us about an existing order.

Oraya reserves the right to update this Shipping Policy from time to time. Any mandatory consumer rights under applicable South African law remain unaffected by this policy.