Last Updated: 27 July 2026

At Noak, we want you to shop with confidence. This policy explains how we process and deliver orders and how cancellations, returns, exchanges and refunds are handled.

Noak is an online retail brand operated by Zotho Group (Pty) Ltd, a registered South African company.

Shipping Policy

Order Processing & Handling Time

Orders are processed after payment has been successfully received and verified.

Our standard order processing and handling time is 5–7 working days.

This is the time required to prepare your order for dispatch and is separate from the courier transit time.

Orders placed on weekends or South African public holidays will be processed on the next available business day.

Once your order has been dispatched, you will receive tracking information where tracking is available.

Delivery & Transit Time

After your order has been dispatched, the estimated courier transit time is generally 2–5 working days, depending on your delivery location and courier service.

Estimated Total Delivery Time

• Order processing and handling: 5–7 working days
• Courier transit: 2–5 working days
• Estimated total delivery timeframe: Approximately 7–12 working days

These timeframes are estimates and may be affected by factors outside Noak’s control, including severe weather, public holidays, courier delays, incorrect or incomplete delivery information, remote-area delivery requirements or other unforeseen circumstances.

Estimated delivery times may also be displayed on individual product pages where applicable.

Courier & Delivery Service

Orders are delivered using established courier and delivery services operating within South Africa.

The courier service used for your order may depend on:

• Your delivery address
• The size and weight of your order
• Product availability and dispatch location
• Courier coverage in your area

Where applicable, the selected or assigned courier service and estimated delivery information will be communicated during the order process or through your order tracking information.

Deliveries may require a signature or other confirmation of receipt.

Shipping Costs

Shipping costs are calculated based on your delivery location and are displayed during checkout before you complete your purchase.

Our standard delivery pricing currently starts from R99 nationwide.

Free shipping is available on qualifying orders of R1,000 or more, subject to the applicable shipping terms displayed at checkout.

Additional charges may apply to certain remote or difficult-to-service delivery locations where applicable. Any applicable shipping charges will be displayed before your order is placed.

Tracking Your Order

Once your order has been dispatched, you will receive tracking information where tracking is available.

You can use the tracking information provided to monitor the progress of your delivery.

If your tracking information has not updated for an extended period, please contact our support team so that we can assist with checking the status of your shipment.

Missing, Lost or Delayed Orders

If your order has not arrived within the estimated delivery timeframe, please contact us so that we can investigate the shipment with the relevant courier service.

If an order is confirmed as lost in transit, Noak will work with the courier service to investigate the shipment and determine the appropriate resolution.

Depending on the circumstances, the resolution may include:

• Replacement of the order, where the product is available
• A refund for the affected order
• Another appropriate resolution in accordance with applicable law

Customers should contact us as soon as possible if an order appears to be missing or significantly delayed.

If an order is confirmed as lost or not delivered, Noak will work with the customer and the relevant courier service to resolve the matter.

Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

This includes:

• Full name
• Correct physical delivery address
• Unit, apartment or building information where applicable
• Correct postal code
• Valid telephone number
• Any relevant delivery instructions

If an order cannot be delivered because incorrect or incomplete information was provided, additional delivery or re-delivery costs may apply where permitted by law.

Please contact us as soon as possible if you realise that your delivery information is incorrect.

Returns, Cancellations, Exchanges & Refunds Policy

We want you to shop with confidence. Noak accepts returns for both eligible non-defective products and products that are defective, damaged or incorrectly supplied, subject to the applicable return process and South African consumer protection laws.

Returns and cancellations may differ depending on the reason for the request, including a change of mind, a qualifying cooling-off right, an incorrect item, damaged goods, defective goods, non-delivery or another circumstance.

Nothing in this policy is intended to limit, exclude or waive any consumer rights that cannot lawfully be limited, excluded or waived under applicable South African law.

1. Change-of-Mind & Cooling-Off Returns

For voluntary change-of-mind returns, Noak may accept a return within 7 days of delivery, provided the product is unused, in its original condition and meets the applicable return requirements set out in this policy.

This 7-day period applies to Noak’s voluntary change-of-mind return policy and does not limit or replace any statutory cancellation, cooling-off, return or remedy rights that may apply under South African law.

Where a statutory cooling-off right applies to your transaction, Noak will honour the applicable cancellation and return rights prescribed by law.

For qualifying electronic transactions, the Electronic Communications and Transactions Act 25 of 2002 provides a seven-day cooling-off right in applicable circumstances. Where that statutory right applies, the consumer may cancel without reason or penalty, subject to the provisions of the Act, and may be responsible for the direct cost of returning the goods.

For a voluntary change-of-mind return:

• The item must be unused and in its original condition.
• The item must be returned with its original packaging and accessories where applicable.
• The product must be suitable for resale.
• Any security seals, protective packaging or tags should remain intact where applicable.
• The item must not show signs of use, damage or wear.

A voluntary change-of-mind return may be subject to applicable return collection or shipping costs.

Certain products may not be eligible for voluntary change-of-mind returns where applicable, including personalised, customised or other products that are excluded by law or by their nature.

Nothing in this section limits any statutory right you may have under South African law.

2. Wrong Item Received

If you receive an item that is different from the product you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• A description of the issue
• Photographs of the item received
• Photographs of the packaging and shipping label where applicable

Once the issue has been verified, Noak will arrange the appropriate resolution.

Depending on availability, this may include:

• Collection of the incorrect item
• Replacement with the correct item
• A refund if the correct item is unavailable

If the incorrect item was sent due to an error on our part, Noak will arrange the appropriate return process at no additional cost to you.

3. Damaged or Defective Items

If your order arrives damaged, defective or not in accordance with your order, please contact us as soon as reasonably possible, preferably within 48 hours of delivery, so that we can assist promptly and investigate the matter with the courier or supplier.

The 48-hour notification period is intended to help us investigate delivery-related damage and is not intended to limit any statutory consumer rights that may apply to defective or poor-quality goods.

Please provide:

• Your order number
• A description of the damage or defect
• Clear photographs of the product
• Photographs of the external packaging
• Photographs of any visible damage to the packaging

This information helps us investigate the issue with the courier or supplier.

Where goods are defective or fail to meet applicable quality requirements, consumers may have rights under the Consumer Protection Act, including applicable rights arising from the implied warranty of quality.

Under section 56 of the CPA, qualifying goods may be returned within six months of delivery, without penalty and at the supplier’s risk and expense, with the consumer entitled to the applicable remedy provided by law.

Where applicable, the available remedy may include:

• Repair
• Replacement
• Refund

The appropriate remedy will be determined in accordance with applicable law and the circumstances of the product and transaction.

For products covered by a manufacturer’s or supplier’s warranty, the applicable warranty terms may also apply. Any manufacturer’s warranty is in addition to statutory consumer rights where required by law.

4. Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing the order.

We will try to accommodate cancellation requests received before the order has been processed or dispatched.

If an order has already entered processing, been dispatched or been handed to the courier, cancellation may no longer be possible as a simple pre-dispatch cancellation. In such cases, you may need to follow the applicable return process.

Where a consumer has a statutory right to cancel or return an order, that right will continue to apply regardless of whether the order has entered processing or been dispatched, subject to the requirements of the applicable law.

If an order is successfully cancelled and a refund is due, the refund will be processed using the applicable refund method described below.

5. Exchanges

Noak accepts exchanges where applicable.

An exchange may be offered for an eligible product where the requested replacement is available.

If the replacement product is unavailable, the applicable refund or other remedy will be provided in accordance with the reason for the return and applicable South African law.

Exchanges for voluntary change-of-mind returns are subject to the applicable product condition and return requirements described in this policy.

Exchanges relating to defective, damaged or incorrectly supplied goods will be handled in accordance with applicable consumer rights.

6. How to Initiate a Return

There are two ways to request a return or report an issue with an order.

Option 1: Contact Customer Support by Email

Email our support team at:

support@noak.co.za

Please include:

• Your full name
• Order number
• Product name
• Reason for the return or cancellation
• Photographs, where applicable

Our team will review your request and advise you of the next steps.

Option 2: Contact Us via WhatsApp

You can also contact Noak Customer Support via WhatsApp:

+27 65 513 4239

Please provide your order number and explain the reason for your return or cancellation request.

Our support team will assess the request and provide instructions on how to proceed.

Please do not send an item back without first contacting Noak and receiving return instructions, unless applicable law provides otherwise.

7. Return Collection & Delivery

Where a return is approved, Noak may arrange a courier collection from the delivery address or provide instructions for returning the product.

Depending on the reason for the return:

• Voluntary change-of-mind returns: The customer may be responsible for applicable return collection or shipping costs.

• Qualifying statutory cooling-off returns: The direct cost of returning the goods may be payable by the customer where permitted by applicable law.

• Incorrect items sent by Noak: Noak will arrange the appropriate return process at no additional cost to the customer.

• Damaged or defective products: Where the issue is confirmed and applicable consumer law requires the supplier to bear the return costs, Noak will arrange the appropriate return process in accordance with the applicable legal requirements.

The exact return method will be communicated when your return request is approved.

8. Return Inspection

Returned products may be inspected once received.

For voluntary change-of-mind returns, the product must meet the applicable return conditions described in this policy.

If an item does not meet the applicable conditions for a voluntary change-of-mind return, the return may be declined and the item may be returned to the customer.

Where a return is declined because the item does not meet the applicable voluntary return conditions, the customer may be responsible for any applicable re-delivery costs.

This inspection process does not limit any statutory rights that apply to defective, unsafe, incorrectly supplied or otherwise non-conforming goods.

9. Refunds

Once an approved return has been received and processed, Noak will arrange the applicable refund.

Where a monetary refund is due, refunds will generally be issued using the original payment method used to place the order, where technically possible.

Where an original payment-method refund is not technically possible, Noak may contact you to arrange an alternative refund method.

Where applicable and agreed with the customer, store credit may also be offered as an alternative to a monetary refund.

Where a statutory refund is required by applicable law, Noak will process the refund within the timeframe required by that law.

10. How Long Does a Refund Take?

Once your returned item has been received and the applicable return has been approved or processed, Noak will initiate the refund where a refund is due.

The time it takes for the refund to reflect in your account may depend on:

• Your payment method
• Your bank or financial institution
• The payment service provider

For standard refunds processed by Noak, please allow 5–10 working days after the refund has been processed for the funds to reflect in your account, depending on your bank or payment provider.

Certain statutory cancellation or cooling-off refunds may be subject to different legal timeframes.

Where a specific statutory timeframe applies, Noak will comply with the applicable legal requirement.

For example, where the applicable seven-day cooling-off right under the ECT Act has been validly exercised, the applicable statutory refund timeframe will apply.

If you have not received your refund after the applicable timeframe, please contact our support team.

11. Refunds for Shipping Costs

Shipping charges may be non-refundable for voluntary change-of-mind returns where permitted by applicable law.

Where a product is confirmed to have been incorrectly supplied, damaged or defective, the applicable shipping and return costs will be handled in accordance with the circumstances and applicable consumer protection laws.

Where a statutory return right requires the supplier to bear the return costs, Noak will comply with the applicable legal requirements.

12. Contact Noak

If you have any questions about your order, shipping, cancellations, returns, exchanges or refunds, please contact our support team.

Email: support@noak.co.za

Sales: sales@noak.co.za

WhatsApp: +27 65 513 4239

Business Hours

Monday–Saturday: 08:30–17:00

Sunday & Public Holidays: Closed

Policy Accessibility

Our Shipping, Returns & Refunds Policy is available through:

• The website footer
• The checkout page
• Relevant product pages
• The customer checkout and purchasing process