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DELIVERY

Delivery Process

Delivery time varies depending on the product and your location. Our warehouse is based in Epping, Cape Town. For those items that are in stock, we aim to deliver regular parcels to central areas in South Africa within 2-7 business days, to outlying areas within South Africa within 5-7 business days and special freight items within 15-21 business days from the date your payment has been received. Once your order has left the warehouse, you will receive a delivery notification email. Please allow a few days after the notification for your order to arrive.

 

All Illumina orders are delivered during business hours. Couriers are unfortunately not able to specify an exact delivery time for small to medium items, but for large items the courier can advise morning or afternoon for delivery.

We are currently unable to cater to any additional delivery requests including, but not limited to: express shipping, selection of specific delivery date or time and weekend deliveries.

 

We send products through one of several couriers including SkyNet and InterTown Transport. Our standard agreement with our couriers does not include a call to arrange a suitable delivery time. However, once your items have left our warehouse, you will be able to track their journey online. Please note that delivery dates shown on the courier's websites are only estimate and Illumina will not be liable for late deliveries.

Items will be sent to the delivery address you provide when placing your order. We cannot accept a PO Box for these items as a delivery address because our courier partners are unable to deliver to a PO Box. We suggest you provide a street address for a delivery.

Usually, our courier deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order.

Due to security and liability restriction of the couriers, the customer is responsible for bringing any of such merchandise inside. We therefore recommend that you have someone available to help carry the items inside, unpack and install.

If, for any reason, our courier partner is not able to successfully deliver your order they may leave a card with further delivery instructions. In these situations, Illumina reserves the right to charge you for any additional costs incurred (e.g. delivery and storage) or to cancel the sales contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus the deliver and storage costs).

In very exceptional cases, where delivery may result in unusually high courier charges (including, but not limited to, remote delivery locations, inner city deliveries, international deliveries, etc.), Illumina reserves the right to cancel an order. Please contact Illumina to check if the location may be subject to unusually high courier charges.

 

For International Orders, please contact our sales team directly to place such orders at customercare@illumina.co.za or sales@illumina.co.za .

 

Unfortunately, we are currently not able to offer express shipping.

 

At this stage, Illumina only delivers within business hours.

 

When the courier company arrives at your home and you are not at home, they will contact you via phone to arrange an alternative time or date. However, we may charge you for storage fees and associated delivery costs for re-delivery.

 

Delivery Charges

Free Delivery is only applicable within South Africa and is available on all Illumina Products purchased on the Online Store by the general consumer. Free delivery is not applicable to resellers and trade customers of Illumina as stipulated in the Trade Conditions of Sale.

 

Tracking

If you order multiple items at different times and through multiple transactions through our website, you may receive multiple deliveries shipped by multiple couriers.

If only part of your order has arrived, pleases contact our Customer Care Team on customercare@illumina.co.za

 

If you find that your item shows it has been delivered but you never received it, please go through the following steps:

1. Has your item been left with your neighbours?
2. Have you contacted the courier depot to check if the driver left your parcel?
3. Contact us on 021 534 3636 or customercare@illumina.co.za

 

Please check the estimated dispatch time of each item on your order confirmation email. As soon as your order has been dispatched we will send you a delivery notification email. Before contacting us directly, ensure that you check the delivery tracking status of your order on the courier website.

Once the item has left the warehouse, you will receive a delivery notification email from us and in most cases the courier will give you a call to arrange a suitable delivery date.

 

Once the item has left the warehouse, you will receive a SMS notification from our courier partners, Skynet.

In the SMS will be your Tracking Number - please visit www.skynet.co.za to track your order.

In most cases the courier will contact you via SMS or a call to arrange a suitable delivery time.

 

General

Since our orders are automatically processed, we are not able to guarantee combining two or more separate orders in one delivery.

On top of that, your two orders might come from different warehouses.

 

Yes, we do but please place your order offline. You can contact us at sales@illumina.co.za or contact us on 021 534 3636.

 

If you would like to return an item, please view the full Delivery and Returns Policy by clicking here.