Shipping policy
Shipping Policy
Last updated: 9 June 2026
This Shipping Policy explains how delivery works when you place an order with M ROSS.
M ROSS sells hair care, beauty, salon and related products through our online store. We aim to process, pack and deliver orders as quickly and safely as possible.
1. Business information
Business name: M ROSS
Email: support@mross.co.za
Address: 70 Rivonia Road, Sandhurst, Sandton, Gauteng, South Africa
2. Delivery areas
M ROSS currently delivers within South Africa to areas supported by our courier and delivery partners.
Delivery to farms, remote areas, mines, military bases, informal settlements, high-risk areas or outlying regions may take longer and may be subject to courier availability.
If we are unable to deliver to your address, we will contact you to arrange an alternative delivery option or cancel and refund the affected order where necessary.
3. Shipping cost
Our standard delivery fee is R100, unless a different delivery fee, promotion or free-delivery offer is shown at checkout.
Delivery fees are displayed at checkout before you complete your order.
Delivery fees may vary depending on the delivery address, order size, courier service, promotion or delivery option selected.
If an order qualifies for free delivery, this will be shown at checkout or in the relevant promotion terms.
4. Order processing time
Orders are usually processed within 1 to 3 business days after payment has been successfully received.
Business days are Monday to Friday, excluding weekends and South African public holidays.
Orders placed after business hours, over weekends or on public holidays will usually be processed on the next business day.
Processing may take longer during sales, promotions, supplier delays, high order volumes, courier delays, public holidays or events outside our control.
5. Estimated delivery times
Estimated delivery times are:
Major city centres: 1 to 4 business days after dispatch.
Regional areas: 3 to 6 business days after dispatch.
Outlying or remote areas: 5 to 10 business days after dispatch, depending on courier availability.
These delivery times are estimates only and may change depending on your location, courier performance, stock availability, payment verification, weather, strikes, load shedding, public holidays or other events outside our control.
6. Delivery confirmation and tracking
Once your order has been processed and dispatched, we may send you a delivery confirmation or tracking information by email, SMS or another available communication method.
Tracking updates are provided by the courier or delivery partner. M ROSS is not responsible for delays in courier tracking updates, but we will assist where reasonably possible if there is a delivery issue.
7. Correct delivery details
You are responsible for providing complete and accurate delivery information at checkout.
Please make sure your name, phone number, email address, street address, suburb, city, province and postal code are correct before placing your order.
M ROSS is not responsible for delivery delays, failed deliveries or additional courier fees caused by incorrect, incomplete or outdated delivery information provided by the customer.
If you notice an error in your delivery details, please contact us as soon as possible at:
We will try to update the details before dispatch, but we cannot guarantee changes once the order has already been processed or handed to the courier.
8. Failed deliveries
A delivery may fail if:
The customer provides incorrect or incomplete delivery details.
The customer is unavailable to receive the parcel.
The courier cannot access the delivery address.
The customer does not answer calls or messages from the courier.
The delivery area is not serviced by the courier.
The parcel is not collected from a collection point where applicable.
If a parcel is returned to M ROSS because of failed delivery, incorrect information or non-collection, the customer may be responsible for any return, redelivery or additional courier fees.
If the customer chooses to cancel the order after a failed delivery, the refund may exclude delivery costs already incurred, unless the law requires otherwise.
9. Receiving your order
Please inspect your parcel when it arrives.
If the outer packaging appears damaged, opened, leaking or tampered with, please take photos before opening the parcel and contact us as soon as possible.
When receiving your parcel, you or the person accepting delivery may be asked to sign, provide a name, confirm delivery by OTP, or otherwise confirm receipt.
A parcel accepted at your delivery address by another person may be treated as delivered, unless there is clear evidence of courier error.
10. Damaged parcels or missing items
If your order arrives damaged, leaking, incomplete or incorrect, please contact us as soon as possible at:
Please include:
Your order number.
Your full name and contact details.
Photos of the outer packaging.
Photos of the damaged, leaking or incorrect product.
Photos of the courier waybill or delivery label.
A clear description of the issue.
Please do not throw away the product or packaging until we have reviewed the issue, as we may need it for courier claims, supplier checks or return assessment.
If the product is confirmed to be damaged, defective, incorrect or missing due to an error by M ROSS, our supplier or courier partner, we will assist you in line with our Returns & Refunds Policy and applicable South African consumer law.
11. Delivery delays
We do our best to deliver orders within the estimated delivery times, but delays can happen.
Delivery may be delayed by:
Courier backlogs.
Incorrect delivery details.
Payment verification.
Stock availability.
Supplier delays.
Public holidays.
Sales or promotional periods.
Weather conditions.
Strikes or protests.
Load shedding or system outages.
Remote or difficult-to-access delivery areas.
Events outside our reasonable control.
If your order is delayed, we will assist where reasonably possible by following up with the courier or updating you on the order status.
12. Stock availability and split deliveries
All products are subject to availability.
If an item in your order is unavailable after payment has been received, we will contact you as soon as reasonably possible.
Depending on the situation, we may offer:
A refund for the unavailable item.
A replacement product.
A delayed delivery.
A split delivery.
A cancellation of the affected item or order.
If we cannot supply the goods ordered, we will notify you and refund any payment due in line with applicable law.
13. Order changes after payment
If you need to change your delivery address, contact number, product selection or order details after placing your order, please contact us immediately at:
We will try to assist before dispatch, but changes cannot always be made once the order has been packed, processed or handed to the courier.
If a change causes additional courier fees, the customer may be responsible for those fees.
14. Order cancellations before dispatch
If you want to cancel your order before dispatch, please contact us as soon as possible.
If the order has not yet been processed or handed to the courier, we may be able to cancel it and process a refund.
If the order has already been dispatched, it may need to be handled as a return under our Returns & Refunds Policy.
15. Risk and ownership
Ownership of the products passes to you once full payment has been received.
Risk in the products passes to you once the order has been delivered to the delivery address provided by you, collected by you, or accepted by a person at your delivery address.
If there is a courier error, delivery dispute, damaged parcel or missing parcel, please contact us so that we can investigate with the courier partner.
16. Lost parcels
If tracking shows that your parcel may be lost, please contact us at:
We will investigate with the courier partner.
If the parcel is confirmed as lost due to courier error, we will assist with a replacement, refund or other appropriate solution, depending on stock availability and the circumstances.
If the parcel is lost because the customer provided incorrect delivery details or failed to collect the parcel, the customer may be responsible for any loss, return or redelivery fees, unless the law requires otherwise.
17. Delivery promotions
From time to time, M ROSS may offer free delivery, discounted delivery or promotional delivery rates.
Delivery promotions may be subject to minimum spend, product exclusions, delivery area limits, promotion dates, stock availability or other conditions shown with the promotion.
If you return items from an order that qualified for free or discounted delivery, your refund may be adjusted where allowed by law and where the order no longer qualifies for that promotion.
18. Contact us
For shipping questions, delivery issues or order support, please contact:
M ROSS
Email: support@mross.co.za
Address: 70 Rivonia Road, Sandhurst, Sandton, Gauteng, South Africa