Start with the tracking note you received
Once your parcel has been booked with the courier, you should receive a tracking reference through the order updates linked to your enquiry or purchase. Keep this number safe, because it is the quickest way to check progress from collection through to delivery.
If you ordered several items, one parcel may move faster than another depending on packing, export paperwork, or whether the goods are sent together. A ceramic item may need extra wrapping and an export order can sit at the depot a little longer while it clears the next scan.
- Check that the tracking reference matches the correct order.
- Look for the courier name, collection date and service level.
- Keep the parcel number handy if you need to follow up later.
How to follow a local South African delivery
For deliveries within South Africa, enter the tracking number on the courier’s tracking page and check the latest scan. Most local shipments move from collection, to depot sorting, then to out for delivery. In Johannesburg, Cape Town, Durban, Pretoria, Gqeberha and other main routes, progress can be steady, but traffic, weather and load-shedding at scan points can slow an update for a few hours.
If the parcel shows no movement for a short period, do not panic. That usually means it is between depots or waiting for the next working scan. Give it time through the afternoon before treating it as delayed.
- Use the tracking reference exactly as issued, including letters and numbers.
- Check whether the parcel is marked as collected, in transit, or out for delivery.
- Watch for delivery notes if the courier needs a gate code, security access or alternative address details.
Tracking international shipments to and from South Africa
International courier shipments can take longer to update because they pass through more hands and more checks. A parcel may show one scan when it leaves Johannesburg, then go quiet while it clears export processing, air transit, customs and the receiving country’s local delivery network.
For buyers abroad, the parcel may first show progress in South Africa, then switch to a local reference once it lands. That is normal. If customs request a document, the delay is usually about paperwork not the goods themselves, so keep your order details ready in case the courier asks for them.
- Allow extra time for export packing and customs clearance.
- Check whether the destination country has imported goods duties or VAT charged on arrival.
- Use the same tracking number until the courier issues a local reference, if needed.
When a tracking page looks stuck
Sometimes a tracking page looks frozen for a day or two even though the parcel is moving. That can happen when the courier scans at collection and then again only at the next depot, especially on busy routes or over a weekend. Handmade goods may also be packed with extra care, so the parcel is not always the fastest one through the chain.
If there has been no update for longer than expected, first confirm that the delivery address is complete and that the courier has the correct contact details for the recipient. Then check whether the parcel might be held for customs, a failed delivery attempt, or a depot collection slot.
- Wait for the full service window before reporting a problem.
- Check for missed delivery notices or collection instructions.
- Make sure the address includes unit, complex, suburb and postal code where relevant.
What details help us resolve a delay
When you send through a tracking query on the contact page, include the order reference, parcel number and the name of the recipient. If there is a problem at delivery, mention the suburb, town or country, and any instruction that may affect access such as security, lift access, or business hours. Order number, waybill and delivery address are what we follow up with the courier.
For mixed orders, it helps to say which item is missing or delayed. A textile shipment and a ceramic shipment may travel separately, especially if one needed export packing or a different courier route. We can only trace accurately when the parcel line is clear.
- Order reference or invoice number
- Courier tracking number
- Recipient name and delivery town
- Any delivery notes or customs request details
Receiving your parcel safely at home, work or a gift address
Make sure someone is available to receive the parcel if the courier requires a signature or proof of delivery. If the address is a workplace, guest house or retail space, confirm the receiving hours in advance. A missed delivery can add another day or two, and in some areas the parcel may go to a depot for collection instead.
For fragile ceramics or gift-packed orders, open the parcel as soon as you receive it and check the contents before disposing of the packaging. If something arrives damaged or incomplete, keep the outer box and wrapping until the courier query is resolved.
- Check the parcel on arrival before gifting or moving it on.
- Keep all packaging if you need to report damage.
- Use the enquiry form on the contact page for any tracking concern.
