Shipping policy

Here is the customized Shipping & Delivery Policy for @Forever Home and Living, fully updated to align with the same structure, merchant details, and branding as the Terms of Service.

SHIPPING & DELIVERY POLICY

Operating Company: Member Marketplace Group ("MMG")

Registration Number: 2026/677651/07

Trading As / E-Commerce Platform: @Forever Home and Living

Effective Date: Effective immediately upon launch

Last Updated: 12/08/2026

1. INTRODUCTION

1.1 Member Marketplace Group ("MMG"), trading as @Forever Home and Living (the "Platform"), is committed to providing customers with a reliable, convenient, and efficient delivery service throughout the Republic of South Africa.

1.2 This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered when customers purchase products through @Forever Home and Living.

1.3 @Forever Home and Living currently works with logistics and courier partners including The Courier Guy and Fastway Couriers. @Forever Home and Living may also use other courier, logistics, or delivery service providers from time to time where necessary to provide an efficient and cost-effective service.

1.4 The courier used for a particular order may vary depending on:

Delivery address;
Product type;
Parcel size and weight;
Supplier location;
Stock location;
Delivery destination;
Courier availability;
Delivery timelines; and
Operational requirements.

2. DELIVERY AREAS

2.1 @Forever Home and Living aims to offer delivery to customers throughout South Africa, subject to courier coverage and the availability of delivery services to the customer's address.

2.2 Delivery may be available to:

Residential addresses;
Business addresses;
Offices;
Selected rural areas;
Selected outlying areas; and
Other locations serviced by our logistics partners.

2.3 Certain remote or outlying areas may attract additional delivery charges or longer delivery periods.

2.4 Where delivery to a particular location is not available, @Forever Home and Living will contact the customer where reasonably possible to discuss an alternative delivery arrangement.

3. OUR COURIER PARTNERS

3.1 @Forever Home and Living currently works with preferred partners including:

The Courier Guy
Fastway Couriers

3.2 MMG and @Forever Home and Living may appoint, use, or change courier and logistics providers from time to time. This may include using:

National courier companies;
Regional courier companies;
Specialist logistics providers;
Freight companies;
Supplier-arranged delivery services; and
Other reputable delivery providers.

3.3 Customers do not necessarily select the courier used for their order unless a particular courier option is expressly offered at checkout.

4. SHIPPING FEES

4.1 Shipping fees are calculated based on factors including:

Delivery destination;
Parcel weight and volume;
Parcel dimensions;
Number of parcels;
Delivery service selected;
Supplier location; and
Applicable courier tariffs.

4.2 The applicable shipping charge will be calculated and displayed to the customer during the checkout process prior to payment.

4.3 Where shipping is charged separately, the customer will be responsible for the applicable shipping fee unless a promotion or free delivery offer expressly provides otherwise.

5. MULTIPLE PRODUCTS IN ONE ORDER

5.1 Where an order contains products supplied from different locations or third-party suppliers, the products may be shipped separately.

5.2 This may result in:

Multiple parcels;
Different delivery dates;
Different tracking numbers; and
Potentially different shipping charges where applicable.

5.3 The customer will not necessarily receive every product in an order in a single parcel.

6. MARKETPLACE AND THIRD-PARTY SUPPLIERS

6.1 MMG operates @Forever Home and Living as an e-commerce marketplace platform where products may be fulfilled directly by MMG or supplied by approved third-party suppliers, manufacturers, or distributors.

6.2 Depending on the product and fulfillment arrangement, the item may be:

Dispatched directly by MMG / @Forever Home and Living;
Dispatched directly by a third-party supplier;
Collected from a supplier and delivered through a courier partner; or
Delivered through another approved logistics provider.

6.3 Where a third-party supplier is responsible for dispatching an order, @Forever Home and Living will, where reasonably possible, provide the customer with relevant tracking and delivery information.

7. ORDER PROCESSING

7.1 Orders will generally only be processed after:

The order has been successfully submitted;
Payment has been successfully received or authorized;
The product stock has been confirmed as available; and
The necessary customer and delivery address details have been received.

7.2 Orders placed on weekends, public holidays, or outside normal business operating hours will be processed on the next business day.

8. ESTIMATED DELIVERY TIMES

8.1 Delivery timeframes provided are estimates only and may vary depending on the customer's location, product availability, and courier network capacity.

8.2 As a general guideline, deliveries within major metropolitan areas are completed faster than deliveries to remote or outlying areas.

8.3 The estimated delivery period displayed at checkout or communicated via confirmation emails should be regarded as the applicable estimated timeframe.

8.4 Delivery times are not guaranteed unless @Forever Home and Living expressly confirms a guaranteed delivery service.

9. DELIVERY DELAYS

9.1 Delivery may occasionally be delayed due to circumstances outside the reasonable control of MMG or @Forever Home and Living.

9.2 Such circumstances may include, without limitation:

Severe weather conditions and natural disasters;
Floods, fires, or civil strikes;
Road closures, traffic incidents, or public holidays;
Courier operational disruptions or load-shedding;
Incorrect or incomplete delivery address provided by the customer;
Unsuccessful delivery attempts;
Peak trading seasons or unusually high order volumes;
Supplier delays or stock shortages; and
Regulatory or safety requirements.

9.3 Where @Forever Home and Living becomes aware of a significant delay, we will endeavor to provide the customer with an updated status notification.

10. TRACKING

10.1 Where tracking functionality is available, customers will receive a tracking number or reference link after their order has been dispatched.

10.2 Tracking details may be communicated via:

Email;
SMS;
WhatsApp;
The @Forever Home and Living customer account dashboard; or
Direct courier notification links.

10.3 Customers should retain their tracking numbers until the order has been successfully delivered and accepted.

11. DELIVERY ATTEMPTS

11.1 Courier partners will make standard delivery attempts according to their operational procedures.

11.2 If the courier is unable to deliver because:

Nobody is available to receive the parcel;
The provided address is incorrect or incomplete;
The recipient refuses delivery;
The premises are inaccessible or unsafe; or
Security prevents courier entry,

the parcel may be returned to the designated depot, supplier, or MMG warehouse.

11.3 Additional redelivery or re-consignment fees may apply where a second delivery attempt is required due to incorrect details or customer unavailability.

12. ACCURACY OF DELIVERY INFORMATION

12.1 Customers are solely responsible for ensuring the accuracy and completeness of delivery information supplied at checkout.

12.2 Required details include:

Full recipient name;
Street address (building/complex name, unit number where applicable);
Suburb;
City / Town;
Province;
Postal Code;
Active contact telephone / mobile number; and
Specific gate or delivery instructions.

12.3 Neither MMG nor @Forever Home and Living accepts liability for delays, misdelivery, or lost parcels resulting from incorrect or incomplete information supplied by the customer.

13. BUSINESS AND RESIDENTIAL DELIVERIES

13.1 Deliveries will be made to the physical address specified during checkout. Customers should ensure someone is available during business hours to accept delivery.

13.2 For business or commercial address deliveries, customers must provide:

Company / Business name;
Recipient name and department;
Building name, floor, or suite number; and
Reception or goods receiving delivery instructions.

13.3 Couriers may accept proof of delivery from receptionists, security guards, or authorized building personnel at the specified business address.

14. PROOF OF DELIVERY

14.1 Delivery is formally completed when confirmed by the courier through recognized proof-of-delivery methods, which may include:

Physical signature;
Electronic signature on digital terminal;
Courier scan confirmation;
Photographic proof of drop-off;
Recipient name capture; or
One-Time Pin (OTP) / verification code confirmation.

14.2 MMG and @Forever Home and Living rely on courier proof-of-delivery records as conclusive evidence that the order was delivered.

15. INSPECTION AND DAMAGED PACKAGES

15.1 Customers should inspect all delivered parcels upon receipt.

15.2 If the outer packaging appears visibly damaged, compromised, or tampered with upon delivery, the customer should:

Note the damage on the courier delivery main sheet/waybill where possible;
Photograph the unopened parcel and damage clearly;
Inspect the contents promptly upon opening; and
Report the damage to @Forever Home and Living Customer Support immediately.

15.3 Customers must retain all original inner and outer packaging until the claim is reviewed.

15.4 This section does not limit your statutory rights under the Consumer Protection Act 68 of 2008 ("CPA") regarding defective or damaged goods.

16. LOST PARCELS

16.1 If a parcel appears lost in transit, @Forever Home and Living will initiate an investigation with the relevant courier partner.

16.2 Customers may be requested to confirm delivery address details to assist the investigation.

16.3 Where a parcel is verified as lost in transit, @Forever Home and Living will arrange for a replacement shipment or issue a full refund in accordance with our Return, Exchange & Refund Policy and statutory requirements.

17. INCORRECTLY DELIVERED PARCELS

17.1 If you receive a parcel or item that was delivered to you in error or does not match your order, please contact @Forever Home and Living Customer Support immediately.

17.2 Customers must not open, use, or damage items delivered in error.

17.3 @Forever Home and Living will coordinate courier collection of the misdelivered parcel at no charge to the customer and ensure the correct order is dispatched promptly.

18. DELIVERY TO REMOTE AND OUTLYING AREAS

18.1 Certain locations within South Africa are classified by couriers as remote, regional, or extended service areas.

18.2 Deliveries to these locations may:

Require extended delivery lead times;
Attract regional delivery surcharges; or
Require collection from a local courier depot or hub.

18.3 Where additional delivery surcharges apply before dispatch, @Forever Home and Living will communicate this to the customer prior to processing the order.

19. LARGE, HEAVY OR BULKY PRODUCTS

19.1 Certain items (such as large furniture, home decor, major appliances, or bulk orders) require specialized freight handling due to their weight, dimensions, or fragility.

19.2 Standard parcel courier services may not apply to oversized products. MMG and @Forever Home and Living may utilize specialized freight couriers or direct supplier delivery services.

19.3 Additional delivery charges or specific delivery scheduling requirements may apply for bulky items and will be communicated at checkout or prior to dispatch.

20. PRODUCT AVAILABILITY AND BACKORDERS

20.1 In the event that a product becomes unavailable after an order has been placed, @Forever Home and Living will notify the customer promptly.

20.2 The customer will be offered the option to:

Wait for backorder stock arrival (where applicable);
Select an alternative replacement product of equivalent value; or
Cancel the unavailable item/order for a full refund.

21. PRE-ORDERS

21.1 Pre-order items will display an estimated availability or dispatch date on the product listing page.

21.2 Pre-order dates are estimates subject to manufacturing, supplier, and shipment schedules.

21.3 If there is a material delay affecting a pre-order item, @Forever Home and Living will update affected customers via email or message.

22. COMBINED ORDERS

22.1 Where possible, @Forever Home and Living may consolidate multiple products from a single order into one parcel.

22.2 Consolidation is not guaranteed where products are stored at different warehouses or supplied by different marketplace partners.

23. FREE DELIVERY PROMOTIONS

23.1 @Forever Home and Living may offer free or discounted delivery promotions from time to time.

23.2 Promotional free delivery terms may be subject to:

Minimum spend thresholds;
Specific product lines or categories;
Specified promotional periods; or
Standard delivery routes only (excluding remote or bulky items).

23.3 Free delivery terms will be explicitly stated in the specific promotion rules.

24. DELIVERY FEES AND REFUNDS

24.1 Treatment of delivery fees on returned items is governed by our Return, Exchange & Refund Policy and applicable legislation (including CPA Section 56 and ECTA Section 44).

24.2 Where an item is returned due to a statutory defect, wrong item supply, or damage caused prior to delivery, @Forever Home and Living will bear the return and redelivery costs in full.

24.3 Where a return is made under a voluntary change-of-mind or ECTA 7-day cooling-off period, the direct cost of courier returning the item remains the customer's responsibility in accordance with law.

25. COURIER LIABILITY

25.1 Delivery services are performed by independent, licensed courier and logistics companies.

25.2 While @Forever Home and Living exercises care in selecting reputable couriers and assisting customers with shipping queries, transit events outside direct control remain subject to standard logistics terms and statutory consumer protections.

26. CUSTOMER COLLECTION

26.1 Where self-collection options are made available on selected products or regions, details will be presented at checkout.

26.2 Customers collecting orders must present:

Order confirmation;
Valid identity document (ID or Driver's License); and
Collection OTP or verification code where required.

27. INTERNATIONAL DELIVERY

27.1 Standard shipping services on @Forever Home and Living apply strictly within the borders of the Republic of South Africa.

27.2 International shipping is currently not offered as standard unless explicitly negotiated and confirmed in writing by MMG.

28. DELIVERY COMMUNICATIONS

28.1 By placing an order, you consent to receiving transactional delivery communications via Email, SMS, or WhatsApp regarding your shipment status.

28.2 Updates will include order processing, dispatch notifications, tracking numbers, and delivery confirmation alerts.

29. FRAUD PREVENTION AND DELIVERY VERIFICATION

29.1 For security and anti-fraud purposes, MMG or its courier partners may require identity or delivery verification prior to handing over high-value goods.

29.2 Verification may require showing an ID document, confirming the cardholder details, or providing a unique OTP sent to the customer's registered phone number.

30. GOVERNING LAW

This Shipping & Delivery Policy is governed by and construed in accordance with the laws of the Republic of South Africa. Nothing in this Policy limits or excludes non-waivable rights afforded under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

31. CONTACT DETAILS FOR DELIVERY SUPPORT

For all shipping, tracking, or delivery enquiries, please contact customer support with your Order Number: