Shipping policy

Monara Shipping Policy

Effective Date: 23 July 2026

Thank you for shopping with Monara.

We are committed to providing a smooth, secure, and reliable delivery experience. Every order is carefully quality-checked, packaged, and dispatched using Aramex South Africa, our trusted courier partner.

By placing an order with Monara, you acknowledge that you have read and agreed to this Shipping Policy.

1. Shipping Provider

Monara exclusively partners with Aramex South Africa for the delivery of all orders within South Africa.

All parcels are securely packaged and shipped with tracking information where available.

2. Delivery Areas

We currently deliver nationwide within South Africa.

Unfortunately, we do not offer international shipping at this time.

3. Shipping Rates

Our shipping fees are as follows:

Shipping Method Cost
Standard Delivery R89.00
Express Delivery R149.00

Shipping charges are displayed during checkout before payment is completed.

4. Order Processing

Orders are processed during our normal business hours:

Monday – Friday

excluding weekends and South African public holidays.

Orders are generally processed within 1–3 business days, depending on order volume and product availability.

During promotional campaigns, holiday periods, clearance sales, or high-volume periods, processing times may be extended.

Processing time is separate from courier transit time.

5. Delivery Timeframes

Once your order has been processed and dispatched, estimated delivery times are:

Standard Delivery (R89)

Estimated delivery: 8–11 Business Days

Express Delivery (R149)

Estimated delivery: 5–8 Business Days

These delivery estimates begin once your parcel has been dispatched from our warehouse.

Delivery timeframes are estimates only and are not guaranteed.

6. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number (where applicable).

Customers are responsible for monitoring the progress of their parcel using the tracking information provided.

7. Delivery Address

Customers are responsible for ensuring that all delivery information provided during checkout is complete and accurate.

Please ensure the following details are correct:

  • Full Name

  • Contact Number

  • Email Address

  • Street Address

  • Suburb

  • City

  • Postal Code

Monara will not be responsible for delays, failed deliveries, or additional courier charges resulting from incorrect or incomplete delivery information supplied by the customer.

8. Delivery Delays

Monara works closely with Aramex, our trusted courier partner, to ensure that every parcel reaches our customers as quickly and safely as possible.

However, once an order has been collected by Aramex, the transportation and delivery of the parcel are managed by the courier.

Although we will gladly assist customers by communicating with Aramex regarding any delivery issues, Monara cannot guarantee delivery dates and cannot be held liable for delays caused by the courier or circumstances beyond our reasonable control.

Delivery delays may occur due to, but are not limited to:

  • High courier volumes

  • Weather conditions

  • Public holidays

  • Road closures

  • Load shedding

  • Civil unrest

  • Industrial action

  • Vehicle breakdowns

  • Remote delivery locations

  • Incorrect delivery information

  • Force majeure or unforeseen events

Courier delays do not automatically entitle customers to refunds, compensation, damages, or cancellation of an order where the delay is outside Monara's reasonable control.

9. Failed Delivery Attempts

If delivery cannot be completed because:

  • no one is available to receive the parcel,

  • the delivery address is incorrect,

  • contact details are incorrect,

  • delivery is refused,

Aramex may attempt redelivery or return the parcel to Monara.

Any additional delivery costs incurred for re-shipping the parcel will be the responsibility of the customer.

10. Lost Parcels

If your tracking information indicates that your parcel has not been delivered within the estimated delivery timeframe, please contact Monara Customer Support.

We will immediately open an investigation with Aramex.

Courier investigations generally take 5–10 business days.

Refunds or replacements cannot be issued until Aramex has completed its investigation and confirmed that the parcel has been lost or is otherwise eligible for a claim.

11. Damaged Parcels

If your parcel arrives damaged, opened, or appears to have been tampered with, you must notify Monara within 48 hours of delivery.

Please provide:

  • Your Order Number

  • Photographs of the parcel

  • Photographs of the packaging

  • Photographs of the damaged item(s)

Failure to report shipping damage within this period may affect our ability to process your claim.

12. Incorrect Items

If you receive the wrong item, please contact us within 48 hours of receiving your order.

After verification, we will arrange the appropriate solution in accordance with our Return & Refund Policy.

13. Risk of Loss

Risk in the goods passes to the customer once the parcel has been delivered to the delivery address supplied during checkout.

If a customer requests delivery without a signature or instructs the courier to leave a parcel unattended, Monara accepts no responsibility for any loss, theft, or damage occurring after delivery.

14. Shipping Fees

Shipping fees are non-refundable once an order has been dispatched, except where required by applicable South African law.

Express delivery charges are also non-refundable once the parcel has entered the courier network.

15. Order Changes

Once an order has been placed, we cannot guarantee changes to:

  • Delivery Address

  • Shipping Method

  • Products Ordered

  • Sizes

  • Colours

If your order has not yet been packed, we will make every reasonable effort to accommodate your request.

16. Order Cancellation

Orders may only be cancelled before they have been packed or dispatched.

Once a parcel has been dispatched, any cancellation request will be subject to Monara's Return & Refund Policy and applicable South African consumer legislation.

17. Force Majeure

Monara shall not be liable for any delay or failure to fulfil its shipping obligations where such delay or failure results from circumstances beyond its reasonable control, including but not limited to:

  • Natural disasters

  • Floods

  • Fires

  • Pandemics

  • Epidemics

  • Government restrictions

  • Civil unrest

  • Riots

  • Strikes

  • Transport disruptions

  • Courier service interruptions

  • Load shedding

  • War or acts of terrorism

  • Any other force majeure event

18. Consumer Rights

Nothing contained in this Shipping Policy excludes, limits, or overrides any rights afforded to consumers under the Consumer Protection Act, 68 of 2008, or any other applicable South African legislation.

Where any provision of this policy conflicts with mandatory provisions of South African law, the applicable legislation shall prevail.

19. Contact Us

For all shipping-related enquiries, tracking assistance, or delivery support, please contact Monara Customer Support using the contact details provided on our website.

We are committed to assisting our customers throughout the delivery process and will work with Aramex to resolve any courier-related issues as quickly as possible.

Our Shipping Promise

At Monara, we take pride in ensuring that every order is carefully inspected, securely packaged, and dispatched with care. While delivery is entrusted to our trusted courier partner, Aramex, we remain committed to providing excellent customer service and support from the moment you place your order until it reaches your doorstep.