Getting it
to you
Everything you need to know about how your order travels, what it costs, and what happens if a piece isn’t right.
Delivery
We deliver anywhere in South Africa by courier. Orders are packed and dispatched within 1–3 working days. Once your parcel is collected by the courier, delivery usually takes:
| Area | Typical delivery time |
|---|---|
| Main centres (Cape Town, Johannesburg, Pretoria, Durban) | 1–3 working days |
| Regional towns | 2–4 working days |
| Outlying areas | 3–5 working days |
Working days are Monday to Friday, excluding public holidays. We don’t deliver on weekends.
Delivery costs
| Order value | Delivery |
|---|---|
| R950 and over | Free |
| Under R950 | R120 flat rate, anywhere in South Africa |
The delivery cost is shown at checkout before you pay, so there are no surprises.
Tracking your order
You’ll get an email confirming your order straight away, and a second email with a tracking number as soon as your parcel is collected by the courier. If you haven’t seen a tracking number within three working days, email us and we’ll chase it.
Returns
If something isn’t right, you have 14 days from the day your parcel arrives to let us know you’d like to return it.
What we can accept
- Unworn and unwashed, with all original tags still attached
- In its original packaging, in a condition we can resell
- Free of makeup, deodorant, perfume, smoke or pet hair
What we can’t accept
- Items that have been worn, washed, altered or damaged after delivery
- Items returned without tags
- Sale items marked as final sale
How to start a return: email us with your order number and which piece you’d like to return, and we’ll send you the return instructions. Please don’t send anything back before you’ve heard from us — we can’t track unannounced parcels.
Return shipping is for your own account unless the item is faulty or we sent the wrong thing. We recommend a tracked courier — until the parcel reaches us, it’s still your responsibility.
Exchanges
Want a different size or colour instead? Tell us when you start your return and we’ll hold the replacement piece for you where stock allows. If the piece you want is sold out, we’ll refund you instead.
Faulty or incorrect items
If a piece arrives damaged, faulty, or simply isn’t what you ordered, contact us within 7 days of delivery with a photo. We’ll arrange collection at our cost and either replace the item or refund you in full — your choice.
This doesn’t affect your rights under the South African Consumer Protection Act, which allows you to return goods that are defective or not fit for purpose within six months of delivery.
Refunds
Once your return reaches us we’ll inspect it and, if all is in order, refund you within 7 working days. Refunds go back to the card or account you paid from — we can’t refund to a different account.
Where you paid by card, your bank may take a further 3–5 working days to reflect the money.
Still have a question?
Email us at hello@puzzlepieces.co.za or use the form on our contact page. We answer within one working day.
Last updated 3 August 2026.