Delivery and Cancelling your order

1. Delivery

1.1 Delivery charges. Your item(s) can be delivered to your home/office if you are located in Dar-es-Salaam or Zanzibar at an extra fee depending on your delivery location as per our delivery page details upon checkout. If you are based out of Zanzibar and Dar es Salaam, we do offer delivery via the local bus route. Our delivery team will deliver free of charge to the nearest bus office if you prefer a different bus of your choice we may charge delivery to the bus office on top of the delivery charges of the bus. Once the item has been delivered to the bus station you will be sent all the details on how you can collect/receive your package via Text/call and/or email. We do offer a collection option for Dar-Es-Salaam which is our Kisutu office and our collection point inMbweni Zanzibar. The collection option is free of charge.

1.2 Delivery time estimates. Please note that while we aim to deliver within the timescales set out on our Delivery page, these are only estimates. If the delivery address is in a remote location or you have ordered some larger item(s) your delivery may take a little longer to arrive. On certain items, there is a longer delivery period of up to 28 days. When using the Collection option we will email and/or text you to confirm when your order is ready for collection providing you supplied these contact details when ordering. When collecting your order please have your order number ready, this was provided at the time of ordering and will be on our email communication.

1.3 Items requiring a signature. A signature may sometimes be required at delivery. By placing an order you are authorising us to accept a signature from another person at the same address on your behalf if you are not present at the time of delivery.

1.4 Instructions to leave an item in an alternative location. For some items that do not require a signature at delivery, you may be able to give instructions explaining if and where you would like the item to be left if no one is present at the time of delivery, such as with a neighbour.

2. Cancelling Your Order

2.1 Cancelling an order prior to delivery. If you wish to cancel an order prior to delivery, you can do this by contacting Customer Services by email or telephone (see term 12 'Customer Care and Company Info'). If at the time of cancellation, the item(s) has not been despatched to your home we will cancel the order and the full price paid will be refunded to you. If the item(s) has already been dispatched and we are unable to prevent the delivery you should refuse to sign for the item(s) and it will be returned to us. The cost of your order will be refunded, but the cost of delivery charge for delivering the item(s) to you will not be refunded.

2.2 Cancelling an order prior to collection. If you cancel an order due for Collection you do not need to come into our office to refuse the item(s). The order will be cancelled and the price paid for the item(s) will be refunded. You will need to notify us via message/call or email that you have cancelled your order. After that, you do not need to take any further action.

2.3 Failure to collect. If you fail to collect your Collection order within 3 calendar days of being notified that your order has arrived at the collection point your order will be cancelled. If you would like to extend your collection for a further 2 calendar days then you should contact Customer Services (see term 12 'Customer care and Company Info'). Please be aware that you can only extend your collection date once.

2.4 Part-cancellations. In some instances, you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case, Customer Services will explain this to you.

RETURNS, EXCHANGE, CHANGE OF MIND AND FAULTY PRODUCTS

3.1 Changing your mind. Other than in the case of the excluded items listed at term 7.2 below, you are entitled to change your mind and cancel your order for any reason. Upon Delivery within the same day. The person who delivers the item will wait for you, in order for you to try on the selected items (some items are excluded from trying on mentioned in section 7.2). If you are not happy with the item, you may give the delivery person to return it. once your returned item has been received we will either process your refund or allow you to exchange it for another item.

3.2 Excluded items. Your right to return an item does not apply to certain items unless these items are faulty on delivery or collection or misdescribed. These items are:

For hygiene reasons, the following items are not allowed to try on: Lingerie, Swimwear, Earrings, Parfums, Skincare.
Any Pre-ordered items with the Word PRE-ORDER attached on time of purchase
perishable items;
items that cannot be resold for health and hygiene reasons once unwrapped (e.g. pierced jewellery, personal grooming items, medicines and certain baby items);

3.3 Returns for Mikoani delivery: if you are not based in Dar-es-salaam or Zanzibar and you choose to return an item except those mentioned in section 7.2. you must make sure the item is returned within 5 days. You must take reasonable care of the items whilst they are in your possession and immediately stop using any item(s) which you have decided to return. When you return an item(s) please make sure that the item(s) is undamaged, in a sellable condition, and with all of its components including the original packaging. If you do not exercise reasonable care and the item(s) you are returning is damaged whilst in your possession, in transit, we reserve the right to reduce the amount of credit we give to you on the refund. We, therefore, recommend that if you are returning the item(s) by post you use a service that insures you of the value of the item(s) you are returning.

3.4 Return upon delivery. If you are returning a Product to Sweet Lavish, please return it to the driver and pay only for the Product that you wish to keep. In case you do not wish to keep any of the items, you pay only for the transport.

3.5 Delivery charges. Upon refunding return items - we will not refund the delivery fee associated with bringing the item to you or you sending the item to us.

3.6 Costs incurred in returning an item. You will be responsible for the cost of returning the item(s) which is not damaged, faulty or misdescribed. Please make sure that you return the item in a good condition with all the necessary tags and it's in original packaging.

3.7 Faulty items. If you discover an item is damaged, faulty, misdescribed or parts are missing within the first 3 calendar days of delivery or collection you may return it and request either a full refund, a price reduction, or replacement or repair of the item. If you discover the item is damaged, faulty, misdescribed or parts are missing after 3 calendar days from delivery or collection, then the choice to repair or replace the item remains at our discretion.