Shipping policy

Shipping & Delivery Policy

Last updated: 18 November 2025

This Shipping & Delivery Policy applies to all orders placed on Phelan.co.za and forms part of our Terms of Service.

At Phelan, we’re all about considered, slow fashion. We work in small batches, and many sizes are prepared to order – no mass-produced stock sitting on shelves. Because of this, our delivery timeframes include both careful preparation and courier time.

Supplier details
Phelan Footwear (Pty) Ltd ("Phelan Footwear", "we", "us", "our")
51 Lourens Street, Somerset West, Western Cape, 7130, South Africa
Email: shop@phelan.co.za

1. Where we deliver

  • We deliver to most towns and cities within South Africa via reputable courier partners.
  • Remote or outlying areas may have longer delivery times and/or a remote area surcharge. If your address falls outside standard delivery routes, we will contact you to discuss options.
  • We do not currently offer automatic international shipping at checkout. If you are outside South Africa and interested in Phelan footwear, please email us at shop@phelan.co.za to enquire.

2. Delivery timeframes

Our delivery timeframes have two parts: order processing and courier transit.

  • Order processing: Most in-stock orders are processed and handed to the courier within 1–2 business days after payment is confirmed. Made-to-order or custom items may require additional lead time, which will be indicated on the product page or communicated to you.
  • Courier transit times (from dispatch):
    • Major centres: Typically 1–5 business days from dispatch.
    • Remote / outlying areas: Typically 5–10 business days from dispatch.

These are estimated timeframes and are not guaranteed. Delays may occur because of courier capacity, public holidays, extreme weather, load shedding, strikes or other factors beyond our control. We will not be liable for delays caused by such events, but we will assist where we reasonably can.

3. Shipping costs and free delivery

  • Delivery options and charges are calculated at checkout based on your delivery address and order value.
  • From time to time, we may offer:
    • Free shipping above a certain order value; and/or
    • Flat-rate or promotional shipping fees.
  • Any such offers will be clearly indicated on Phelan.co.za and/or during checkout. Changes to shipping promotions will not affect orders that have already been placed and paid for.

4. Order processing and dispatch

  • Orders are processed and dispatched on business days (Monday to Friday), excluding public holidays.
  • Orders placed after hours, over weekends or on public holidays will be processed on the next business day.
  • If there is a delay in processing your order (for example, due to a stock issue or custom-make lead time), we will contact you by email to discuss options.

5. Tracking your parcel

  • Once your order has been dispatched, we will send you a shipping confirmation email which may include a tracking number and/or tracking link.
  • You can use this tracking information to follow the progress of your parcel on the courier’s website.
  • If you have not received tracking details within a reasonable time after your order status changes to “fulfilled”, please contact us at shop@phelan.co.za with your order number.

6. Delivery address and receiving your order

  • Please provide a physical street address where someone will be available to receive and sign for the parcel during normal business hours.
  • We are generally unable to deliver to PO Box or Private Bag addresses.
  • It is your responsibility to ensure that the delivery address and contact details you provide are accurate and complete. We are not liable for delayed or misdirected deliveries resulting from incorrect or incomplete information.
  • If the courier is unable to deliver after reasonable attempts (for example, due to incorrect address or no-one available to receive the parcel), the parcel may be returned to us. We will contact you to arrange re-delivery; additional courier costs may be for your account.

7. Risk and ownership

  • Risk in the goods (loss or damage) passes to you once the order has been delivered to the delivery address you provided, or collected by you or your nominated third party.
  • Ownership of the goods passes to you only once we have received payment in full.
  • Please inspect your parcel as soon as reasonably possible after delivery and notify us promptly if there are any issues.

8. Damaged parcels or missing / incorrect items

We pack every order with care, but damage or errors can occasionally occur.

  • If your parcel or shoebox arrives visibly damaged, please try to note the damage with the courier on delivery, if possible.
  • Within 48 hours of delivery, please email shop@phelan.co.za with:
    • Your order number; and
    • Clear photos of the outer packaging, shoebox and any damage to the shoes.
  • If any item appears to be missing from your parcel, or if you receive the wrong product, size or colour, please contact us as soon as reasonably possible after delivery.
  • Where we have sent the incorrect item or there is confirmed damage or loss in transit, we will arrange:
    • Collection and replacement; or
    • An alternative item; or
    • A refund, in line with our Returns & Exchanges Policy and applicable consumer law.

9. Delays and events beyond our control

  • We will take reasonable steps to ensure your order is delivered within the estimated timeframes. However, we cannot be held responsible for delays caused by events beyond our reasonable control, including (but not limited to) courier delays, strikes, extreme weather, load shedding, network outages or public holidays.
  • Where such delays occur, we will communicate with you where reasonably possible and work with the courier to resolve the issue.

10. Collection (if offered)

From time to time, we may allow collection from our studio or another agreed collection point by prior arrangement.

  • If collection is available, details (address, time slots and requirements) will be clearly communicated to you.
  • Please bring your order number and valid identification when collecting your order.

11. Relationship with our Returns & Exchanges Policy

This Shipping & Delivery Policy should be read together with our Returns & Exchanges Policy. In particular:

  • For change-of-mind or size exchanges, you are generally responsible for the cost of returning the shoes to us and shipping the replacement pair, unless we made an error.
  • For defective, damaged or incorrect items, we will usually arrange collection at our cost and handle repairs, replacements or refunds in line with the CPA.

12. Changes to this Shipping Policy

  • We may update or amend this Shipping & Delivery Policy from time to time. When we do, we will change the "Last updated" date at the top of this page.
  • The version of the policy in force at the time you place your order will generally apply to that order.

13. Questions and contact details

If you have any questions about shipping, delivery or your order, please contact us:

Phelan Footwear (Pty) Ltd
51 Lourens Street
Somerset West
Western Cape
7130
South Africa
Email: shop@phelan.co.za