Shipping policy

We want your Tulum pieces to reach you safely and seamlessly. Each order is carefully prepared before it leaves us, and we work with trusted third-party courier partners to deliver throughout South Africa.

Delivery

Tulum currently delivers within South Africa only.

A flat delivery fee applies to each order, based on the size of the piece. Delivery is charged separately from the product price, and the applicable fee will be shown at checkout before you complete your purchase.

For most ready-to-ship pieces, please allow 3–5 business days for delivery once your order has been dispatched.

While we do everything we can to ensure a smooth delivery, courier timeframes are estimates and may occasionally be affected by public holidays, weather, remote destinations or circumstances outside of our control.

Custom Pieces

Some Tulum pieces are made especially for you and require a little more time to create.

Custom orders generally take 30–45 business days to complete. Your expected production and delivery timeframe will be discussed and confirmed with you when your order is placed.

We believe good things are worth waiting for, and we'll keep you updated along the way.

Collection from Fourways

Prefer to collect your piece yourself? Collection is available from Fourways, Gauteng, at no additional cost.

We'll let you know as soon as your order is ready and provide the collection details and available collection times. Please wait for confirmation from us before making your way over.

Delivery Areas

Our courier partners have certain areas that they are unable to service. We therefore reserve the right to decline delivery to an address that a courier partner considers a no-go zone, unsafe area, or location outside its serviceable network.

If this applies to your order, we'll contact you to see whether an alternative delivery address or collection arrangement can be made.

Tracking Your Order

Once your order has been dispatched, we'll send you the available tracking information so that you can follow its journey to you.

A Note About Delays

We carefully package every piece before it leaves us, but once an order is with the courier, there may occasionally be delays that are beyond our control. These may include severe weather, road closures, strikes, public holidays or other unforeseen circumstances.

If something doesn't look right with your delivery, please get in touch. We'll do our best to help and liaise with the courier on your behalf.

Your Delivery Details

Please take care when entering your delivery address and contact details at checkout. Tulum cannot be responsible for delays or additional delivery charges resulting from incorrect or incomplete information provided at the time of ordering.

If you need to change your delivery details after placing your order, please contact us as soon as possible. We'll do our best to accommodate the change before your order leaves us.

When Your Piece Arrives

We take great care when packaging your Tulum piece. If your order arrives damaged, please contact us as soon as possible and send us photographs of both the packaging and the piece. This will allow us to assist you as quickly as possible.

If you have any questions about delivery or collection, we're always happy to help.