Shipping policy
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Firenx — Shipping & Delivery Policy
FIRenX — SHIPPING
1. SHIPPING METHOD
All orders are shipped using Aramex Store-to-Door or another delivery service selected by Firenx where necessary.
Orders are delivered to the delivery address provided by the customer during checkout.
Once your order has been dispatched, you may receive tracking information where tracking is available.
2. ESTIMATED DELIVERY TIME
Our estimated delivery timeframe is:
8–15 business days from the date your order is dispatched.
The 8–15 business-day timeframe is an estimated delivery timeframe and not a guaranteed delivery date, unless Firenx expressly confirms a guaranteed delivery date in writing.
Orders may take additional time due to circumstances outside our reasonable control.
3. ORDER PROCESSING
Orders are generally processed after successful payment has been received and verified.
Processing times may vary depending on:
payment verification;
stock availability;
weekends and public holidays;
order volumes;
supplier processing times;
fraud or security checks; and
other circumstances reasonably necessary to process the order.
The estimated delivery period begins from the date the order is dispatched, unless otherwise stated on the Website or at checkout.
4. COURIER DELAYS
Firenx uses third-party courier services, including Aramex, to deliver orders.
Although we work with our courier partners to facilitate timely delivery, Firenx cannot guarantee that the courier will deliver within a particular timeframe.
Delivery may be delayed due to circumstances including, but not limited to:
courier backlogs;
high shipment volumes;
public holidays;
weekends;
weather conditions;
road closures;
traffic accidents;
vehicle breakdowns;
incorrect or incomplete delivery information;
unsuccessful delivery attempts;
customer unavailability;
remote-area delivery;
security issues;
customs or regulatory processes;
strikes or labour disruptions;
natural disasters;
power outages;
system failures;
technical problems;
theft or loss occurring within the courier network;
unforeseen operational problems; or
other circumstances outside Firenx reasonable control.
Firenx will not be responsible for delays caused solely by circumstances outside our reasonable control, to the extent permitted by South African law.
Nothing in this clause excludes or limits any consumer right that cannot lawfully be excluded.
5. DELIVERY TIMES ARE ESTIMATES
The stated 8–15 business-day delivery period is an estimate.
Delivery times may vary depending on the destination, courier operations and circumstances affecting the shipment.
Customers should therefore avoid placing orders where delivery by a specific date is essential unless Firenx has expressly confirmed the required delivery date in writing.
6. DELIVERY ADDRESS
Customers are responsible for ensuring that the delivery information supplied during checkout is accurate and complete.
This includes:
recipient's full name;
physical delivery address;
unit or apartment number where applicable;
suburb;
city/town;
province;
postal code;
telephone number; and
any relevant delivery instructions.
Firenx is not responsible for delays, additional delivery charges or failed delivery attempts resulting from incorrect, incomplete or outdated information supplied by the customer.
Where reasonably possible, we may contact the customer to obtain corrected information.
Additional delivery charges caused by incorrect information may be payable by the customer, to the extent permitted by law.
7. FAILED DELIVERY ATTEMPTS
If the courier is unable to complete delivery because:
nobody is available to receive the order;
the delivery address is incorrect;
the customer refuses delivery;
the courier cannot access the premises;
the customer cannot be contacted; or
another circumstance attributable to the customer prevents delivery,
the courier may attempt delivery again or follow its applicable delivery procedures.
Additional charges may apply where a further delivery is required due to circumstances attributable to the customer, to the extent permitted by law.
8. TRACKING
Where tracking is available, Firenx may provide the customer with a tracking number or tracking information.
Tracking information is provided for convenience and is generally supplied by the courier.
Firenx is not responsible for inaccuracies, delays or temporary unavailability of courier tracking information.
9. RISK DURING DELIVERY
Firenx will comply with applicable South African consumer law concerning responsibility for goods during delivery.
Nothing in this Policy transfers risk to the customer earlier than permitted by law.
Where applicable law provides that goods remain at the supplier's risk until delivery or acceptance, this Policy will be interpreted accordingly.
10. LOST OR DAMAGED SHIPMENTS
If a shipment appears to have been lost or damaged during delivery, customers should contact Firenx as soon as reasonably possible.
We may work with the courier to investigate the shipment and may request:
order details;
photographs;
packaging photographs;
delivery information;
tracking information; and
other reasonable information required to investigate the matter.
Where Firenx or the courier is responsible for the loss or damage under applicable law, Firenx will provide the remedy required by law.
11. DAMAGED PACKAGES
If your parcel arrives visibly damaged, you should, where reasonably possible:
photograph the parcel before opening it;
photograph any visible damage;
photograph the product and packaging after opening; and
contact Firenx at, account@firenx.co.za as soon as reasonably possible.
Failure to photograph or immediately report damage does not automatically remove any statutory rights you may have.
12. INCORRECT OR MISSING ITEMS
If you receive an incorrect item or an item is missing from your order, contact us at:
account@firenx.co.za
Please provide your order number and relevant photographs or other information requested by our support team.
We will investigate the issue and provide an appropriate remedy where required.
13. DELIVERY TO THIRD PARTIES
If the customer provides an address where another person is authorised to receive the order on the customer's behalf, delivery to that person may constitute delivery to the customer, subject to applicable law.
Customers are responsible for ensuring that the nominated recipient is authorised to accept the order.
14. REMOTE AND OUTLYING AREAS
Certain addresses may be classified by the courier as remote, outlying or difficult-to-service areas.
Delivery to these areas may take longer than the standard estimated delivery period and may be subject to additional courier requirements or charges.
Where additional charges are required and are the customer's responsibility, Firenx will communicate this where reasonably possible.
15. PUBLIC HOLIDAYS AND WEEKENDS
Business days exclude Saturdays, Sundays and South African public holidays unless otherwise expressly stated.
Delivery timeframes may therefore be extended during:
public holidays;
holiday periods;
promotional periods;
Black Friday;
Christmas and New Year periods; and
periods of unusually high order volumes.
16. UNFORESEEN EVENTS AND FORCE MAJEURE
Firenx will not be liable for failure or delay in performing its obligations to the extent caused by circumstances beyond its reasonable control.
These circumstances may include:
natural disasters;
floods;
fires;
severe weather;
pandemics or epidemics;
war;
civil unrest;
riots;
strikes;
industrial action;
government restrictions;
road closures;
power failures;
telecommunications failures;
courier disruptions;
supplier disruptions;
cyber incidents;
infrastructure failures; or
other events that could not reasonably have been prevented or avoided.
This clause applies only to the extent permitted by applicable law and does not remove mandatory consumer rights.
17. ORDERS THAT EXCEED THE ESTIMATED DELIVERY PERIOD
If your order has not arrived within the estimated delivery period, please contact us so that we can investigate the shipment with the courier.
We may contact Aramex or the applicable courier to obtain an updated delivery status.
Customers are requested to allow reasonable time for courier investigations before a shipment is treated as lost.
Nothing in this section limits any cancellation or other remedy that a consumer may have under applicable South African law.
18. ORDER CANCELLATION DUE TO NON-DELIVERY
Where applicable South African law provides a consumer with a right to cancel an order because the order has not been delivered within an agreed or legally applicable period, Firenx will comply with that right.
Where ECTA applies, section 46 provides specific rules concerning execution of online orders and cancellation where the supplier fails to execute an order within the applicable period.
19. OUT-OF-STOCK PRODUCTS
If a product becomes unavailable after an order has been placed, Firenx will notify the customer as soon as reasonably possible.
Where Firenx cannot fulfil the order, the customer will receive the remedy required by applicable law.
20. INTERNATIONAL SHIPPING
If Firenx offers international shipping, delivery times and costs may differ from those applicable to South African orders.
International shipments may be affected by:
customs clearance;
import restrictions;
customs inspections;
international courier delays;
destination-country regulations;
taxes;
duties; and
other international shipping requirements.
The customer may be responsible for applicable customs duties, import taxes or other charges imposed by the destination country, unless otherwise stated at checkout.
Nothing in this section excludes mandatory consumer rights applicable to an international transaction.
21. CUSTOMER RESPONSIBILITY
Customers are responsible for:
providing correct delivery information;
being available to receive the order where required;
responding to courier communications;
following reasonable delivery instructions;
ensuring that the delivery location is accessible; and
notifying Firenx if delivery information needs to be corrected.
22. SHIPPING COSTS
Shipping charges, if applicable, will be displayed during checkout or otherwise communicated to the customer before the order is completed.
Shipping charges may vary depending on:
destination;
order size;
weight;
delivery method;
promotional offers; and
other applicable courier charges.
23. NO GUARANTEE OF EXACT DELIVERY DATE
Unless Firenx expressly agrees otherwise in writing, the 8–15 business-day timeframe is an estimate and does not constitute a guarantee of delivery on a specific date.
Firenx will make reasonable efforts to facilitate delivery but cannot control the day-to-day operations of third-party courier companies.
24. LIMITATION OF LIABILITY FOR COURIER DELAYS
To the maximum extent permitted by South African law, Firenx will not be liable for losses, costs or inconvenience arising solely from delays caused by third-party courier services or circumstances outside Firenx reasonable control.
However, this limitation does not:
exclude liability that cannot legally be excluded;
remove a consumer's statutory rights;
excuse Firenx from obligations imposed by applicable consumer-protection legislation; or
prevent a consumer from exercising any lawful cancellation, refund, replacement or other remedy.
25. CONTACT US
For shipping and delivery enquiries:
Firenx
Email:account@firenx.co.za
Business hours: Monday to Friday. Open 08:00 -- close 17:00
Please include your order number when contacting us about an existing order.
26. CHANGES TO THIS POLICY
Firenx reserves the right to update this Shipping & Delivery Policy from time to time.
The version applicable to an order will generally be the version in effect when the order was placed, subject to mandatory changes required by law.
27. GOVERNING LAW
This Policy is governed by the laws of the Republic of South Africa.
Nothing in this Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived.
IMPORTANT DELIVERY NOTICE
Estimated delivery time: 8–15 business days from dispatch.
We use Aramex Store-to-Door for deliveries.
Delivery times are estimates and may be affected by courier delays, public holidays, weather, operational issues, incorrect delivery information and other circumstances outside our reasonable control.
Firenx is not responsible for delays caused solely by third-party couriers or circumstances outside our reasonable control, to the extent permitted by South African law.
Your statutory consumer rights remain unaffected.