Shipping policy

At Gentle Nest, we work with trusted suppliers and courier partners to get your order to you as smoothly and quickly as possible. Please take a moment to read through the details below before placing your order.

1. Where We Ship

We currently deliver to customers in South Africa and the United States. Delivery availability may vary slightly depending on your specific location and courier coverage in your area.

2. Order Processing

Orders are typically processed within 1–3 business days of successful payment. We don't process orders over weekends or on public holidays.

Once your order is on its way, we'll send you tracking details where available. Please keep in mind that processing time is separate from delivery time — the estimates below start once your order has been dispatched.

3. Delivery Times

Estimated delivery time:

South Africa: 7–15 business days
United States: 10–20 business days

These are estimates, not guarantees. Some orders arrive earlier, while others may take a little longer due to supplier processing, courier delays, customs clearance, high order volumes, public holidays, or other factors outside our control. Deliveries to more remote or outlying areas may take extra time.

4. Shipping Costs

Shipping fees are calculated and displayed at checkout before you complete your purchase. We occasionally run free or discounted shipping promotions — any such offers will be clearly shown at checkout.

5. Order Tracking

Once dispatched, we'll provide tracking information where it's available. Note that tracking updates can take a day or two to reflect after your parcel is handed to the courier, so don't worry if it doesn't update right away.

6. Shipping Address

You're responsible for entering a complete and accurate delivery address at checkout. Please double-check:

Full name
Street address
Suburb
City/town
Province
Postal code
Contact number

If you spot an error after placing your order, contact us as soon as possible at gentlenestinquiries@gmail.com — we'll do our best to help, but once an order has been processed or shipped we may not be able to change the address. Gentle Nest isn't responsible for delays or extra costs caused by incorrect or incomplete address details.

7. Customs, Import Duties and Taxes

Depending on the product, fulfilment location, and your delivery country, your order may cross an international border to reach you. Where applicable, customs clearance, import duties, VAT, sales tax, or other charges may apply under South African or United States regulations. Any such legally payable charges are the customer's responsibility unless stated otherwise at checkout, and customs processing can add to delivery times.

8. Delayed Orders

We aim to hit our estimated delivery windows, but delays can happen from time to time, due to things like:

Courier delays
Customs clearance
Supplier processing
High order volumes
Public holidays
Severe weather
Incorrect delivery details
Other logistical disruptions

If your order has significantly exceeded the estimated delivery window, reach out to us at gentlenestinquiries@gmail.com and we'll look into it for you.

9. Lost or Stolen Packages

If tracking shows your parcel as delivered but you can't find it, please first check with household members, neighbours, building reception, or other likely safe spots. You can also contact the courier directly using your tracking number.

Still no luck? Email us at gentlenestinquiries@gmail.com with your order number and tracking details, and we'll investigate with the courier.

10. Multiple Shipments

If your order includes several items, they may occasionally ship separately — this can happen when products come from different suppliers or warehouses. You might receive more than one tracking number, and items could arrive on different days.

11. Delivery Problems

If your order arrives damaged, incorrect, or with a manufacturing fault, please let us know within 7 days of delivery, along with your order number and clear photos or video of the issue. See our Return & Refund Policy for next steps.