Shipping policy

Shipping & Delivery Policy

Last updated: 23 August 2026

Catalina’s Linen delivers within South Africa and may offer delivery to selected international destinations.

1. Order Processing

Orders are processed once payment has been successfully received or authorised.

In-stock orders are generally processed and dispatched within 1–3 business days. Business days exclude weekends and South African public holidays.

Orders placed over weekends or South African public holidays will ordinarily begin processing on the next business day.

Personalised, embroidered or custom products may require additional preparation time before dispatch.

2. Pre-Orders

Pre-order items are generally dispatched within 2–4 weeks.

Where possible, the expected dispatch timeframe will also be shown on the relevant product page.

Please note that pre-order timeframes are estimates and may occasionally be affected by manufacturing, freight, customs or other delays outside our reasonable control.

If there is a significant delay affecting your pre-order, we will endeavour to keep you informed.

3. Orders Containing In-Stock and Pre-Order Items

If your order contains both in-stock and pre-order products, the available items may be dispatched first within our normal 1–3 business day processing period.

The pre-order items will then be dispatched separately once they become available, generally within 2–4 weeks.

Where an order is split in this way, Catalina’s Linen will cover the additional delivery cost for the second shipment. No additional shipping charge will be added after checkout.

4. Delivery Timeframes

Courier delivery timeframes generally begin once an order has been dispatched.

Estimated delivery times will be displayed on our website, during checkout or communicated with your order confirmation where applicable.

All stated delivery periods are estimates unless expressly confirmed otherwise.

5. Delivery Charges

Delivery charges will be displayed during checkout or otherwise communicated before the order is completed.

From time to time, we may offer free shipping, promotional delivery rates or other delivery offers. Any applicable terms will be displayed with the promotion.

Where an order qualifies for free shipping and contains both in-stock and pre-order items, Catalina’s Linen may dispatch the items separately at no additional delivery charge to the customer.

6. South African Deliveries

Orders within South Africa are delivered using third-party courier services.

Please ensure that your delivery details are accurate and complete.

We may require:

recipient’s name;
street address;
suburb;
city or town;
postal code; and
telephone number.

Please ensure that someone is available to accept delivery where required.

7. International Shipping

Catalina’s Linen may ship to selected international destinations.

International shipping availability, costs and estimated delivery timeframes may vary depending on the destination and will be displayed at checkout or communicated before the order is confirmed.

International delivery estimates do not include delays caused by customs clearance or other border-processing requirements.

8. Customs, Duties and Import Taxes

International orders may be subject to:

customs duties;
import taxes;
VAT or sales taxes;
customs-clearance fees; or
other charges

imposed by the destination country.

Unless specifically stated otherwise at checkout, these charges are not included in the product or shipping price charged by Catalina’s Linen and are the responsibility of the recipient.

We cannot control or predict charges imposed by foreign customs or tax authorities.

9. Import Requirements

International customers are responsible for ensuring that the products they order may lawfully be imported into their destination country.

Catalina’s Linen is not responsible for delays, confiscation or other consequences arising from destination-country import restrictions beyond our reasonable control.

10. Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery information.

If you notice an error after placing your order, please contact us as soon as possible.

Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.

Additional costs arising from an incorrect address, redirection or failed delivery may be charged to the customer where appropriate.

11. Tracking

Where tracking is available, tracking details will be provided using the email address or telephone number associated with your order.

12. Delivery Delays

Although we make reasonable efforts to have orders delivered within the estimated timeframe, delays may occasionally occur as a result of:

courier disruptions;
severe weather;
road closures;
strikes;
public holidays;
peak shopping periods;
customs processing;
remote delivery locations;
manufacturing or freight delays affecting pre-orders; or
other circumstances beyond our reasonable control.

If your order is significantly delayed, please contact us and we will assist with investigating its status.

13. Lost Parcels

Where a courier confirms that an order has been lost before delivery, we will work with the courier and customer to arrange an appropriate solution.

14. Parcels Marked as Delivered

If tracking indicates that your parcel has been delivered but you cannot locate it, please first check with:

household members;
reception or security;
neighbours where appropriate;
anyone authorised to receive deliveries; and
the courier’s proof of delivery.

If the parcel still cannot be located, please contact us promptly so that we can investigate.

15. Refused or Unclaimed International Parcels

If an international parcel is refused, abandoned or returned because customs duties, taxes or other import charges were not paid, any refund will be considered subject to applicable law.

Where permitted, reasonable costs incurred by Catalina’s Linen, including original shipping, return shipping, customs or clearance costs, may be deducted from any amount refunded.

16. Checking Your Order

We recommend inspecting your parcel reasonably soon after delivery.

If an item arrives damaged or you have received an incorrect product, please photograph the product and packaging and contact us as soon as reasonably possible.