Shipping & Returns

Product pricing, availability and delivery policy

The products displayed on the website are subject to availability and will be delivered within the Republic of South Africa only, within the areas as determined by Gincident.

Available delivery areas are identified at the checkout process when the delivery address is entered, and it remains the responsibility of the customer to ensure the delivery address, including suburb and postal code, is correct.

A delivery fee will be charged for each delivery order placed by you.

Orders are dispatched daily Monday to Friday 08:00 – 17:00 and will not be delivered on Saturdays, Sundays and South African public holidays. All orders are specifically packaged to ensure they arrive safely at their final destination. Items are delivered in 5 (five) to 7 (seven) working days if there are no unexpected delays. Should it be unavoidable for us to exceed these delivery times, you will be notified either telephonically or electronically.

Subject to stock availability and receipt payment, requests will be processed, dispatched and delivered within accordance to our standard delivery times by our preferred courier company.

Delivery to remote areas not serviced by standard couriers may take extra business days.

For specially sourced products that are unavailable for prompt delivery, the delivery may take an additional 10 (ten) to 21 (twenty one) days. Should this apply to a product you have ordered, we will notify you via email.

Gincident delivers to registered customers within certain specified delivery areas. Deliveries to outlying areas shall attract an additional surcharge that will be calculated on checkout.

An outlying area refers to a suburb or town that falls out of any regional town/city or main centre. Outlying areas include farms, mines and townships.

On delivery of the order to the specified delivery address, you will receive Gincident’s delivery note showing the items delivered.

For verification purposes, the person accepting delivery at the delivery address will be required to produce a form of identification.

Any person other than yourself who receives the delivery at the delivery address is presumed to be authorised to accept delivery on your behalf.

Should no-one be in attendance at the delivery address specified by you at the time of delivery, the driver will return the products and leave a notice at the delivery address to that effect. The courier company will attempt to contact you to make new arrangements for delivery.

Gincident reserves the right to charge an additional delivery fee should it be required under these circumstances. Our sole liability for failing to deliver the products timeously is limited to delivery being effected at a later agreed time at no additional charge.

Please arrange that you or your authorised representative, who is a responsible person is available to accept your purchase at the delivery address and that appropriate access will be made available.

On delivery, Gincident will require you or your authorised representative to sign and print your or their name on a duplicate copy of the delivery note, to confirm receipt.

Gincident has outsourced all deliveries and accordingly, cannot, to the extent permitted by law, be liable for any damage suffered or loss incurred by reason of any acts or omissions of the courier.

 

Delivery confirmation

Gincident will indicate its acceptance of your order by delivering the products to you, and only at that point will the contract between you and Gincident be completed.

This is regardless of any communication from Gincident stating that your order or payment has been confirmed.

Gincident will indicate its rejection of your order by cancelling it and, as soon as possible thereafter, refund you for any amount already paid. Any product on the same order which has not been dispatched/delivered to you will not form part of the contract between you and Gincident.

Delivery dates are estimates only, and as we process your order we will inform you if any products on your order may be unavailable or delayed for any reason.

 

Delivery times

Please note, the delivery times below are estimates only.

Despite our best efforts, these estimated times may be affected by stock availability.

In most instances, the following times from duly paid for order (this excludes days to receiving the products from our suppliers) to delivery will apply:

  • To Pretoria, Johannesburg and surrounds: 3 – 5 business days
  • To Cape Town and Durban: 5 – 7 business days
  • To regional areas*: 6 – 8 business days
  • To remote areas**: 8 – 10 business days

We deliver between 09:00 and 17:00 on business days (Monday to Friday, excluding South African public holidays).

*Regional areas: 50-100km outside of Cape Town, Johannesburg, Pretoria and Durban.

**Remote areas: Areas in South Africa other than the main centres and regional areas. 100km+ outside of Cape Town, Johannesburg, Pretoria and Durban.

For specially sourced products that are unavailable for prompt delivery, delivery may take an additional 10-21 days. Should this apply to a product you have ordered, we will notify you via email.

 

Delivery costs

R135 for orders under R1500, nationwide

Free delivery for orders over R1500 nationwide

 

Tracking your order

You can track the delivery progress of your order by using the courier tracking number received via email when your order is dispatched from Gincident’s warehouse.

 

Unavailable products

We offer over 250 products and, as is the nature with an online business, orders occur throughout the day and night. As a result, occasionally there will be instances where we cannot deliver the product you ordered.

If this happens, our customer service team will be in touch and recommend a comparable item or offer you a full refund.

 

Partial deliveries 

If there is a significant delay in the delivery of one or more of the products in your order, we will ship the in-stock products to you separately, in a split delivery. You will receive an email notifying you of the partial delivery.

 

Delivery questions and feedback

Please contact us on i[email protected] if you have any questions about the delivery of your order.

We understand the importance of on-time deliveries, and we will try our utmost to manage any special delivery requests.

 

Cancelled orders

Orders that you cancel will be refunded less a deduction of 10% of the order value for administration costs.

Gincident reserves the right to cancel an order for which payment has been received. This may occur if stock is insufficient or the quality of the products ordered does not meet our standards. Should we exercise this right, you will receive a full refund with no deductions.

 

Returns and refund policy

Gincident accepts returns on an expired or damaged product only where such expiration or damage occurred before you accepted the product from the courier. Please therefore check your product carefully before signing for it.

Should you choose to not sign for and accept delivery of a product because it is damaged or, where relevant, past its expiration date, you must notify us within 24 hours of delivery.

We will then arrange to have the product collected. Please ensure that you receive confirmation that your communication with Gincident was received within 1 day, to ensure the 24-hour return period is not exceeded.

If you notify us of damage or expiration after the 24-hour period, the product must be sent back to us at your cost.

Where the return is accepted by Gincident, the refund will be processed via the initial payment method (i.e. return EFT to the same bank account or return payment to the same credit card used for your purchase).

Please note that all returned products must be returned in their original packaging and in the same condition as you received them.

 

Delivery within South Africa

Delivery is door-to-door, Monday to Friday, 08:00 – 17:00 (except on South African public holidays). This is subject to your order not containing a specially sourced or out of the stock product.*

*Certain speciality liquors may require 21-28 days for delivery subject to no delay.

Remote areas which are not major centres (i.e. Cape Town, Johannesburg and Durban) may take a further 6-10 business days to be delivered.

A flat delivery fee of R135 is acceptable to orders under R1500 delivered nationwide.

All prices displayed on the website are valid and effective only in the Republic of South Africa for the day that they are viewed.

Gincident reserves the right, without prior notice, to discontinue or change pricing or specifications of products and services offered on this Website without incurring any liability whatsoever.

Gincident cannot guarantee the availability of stock, but will endeavour to source stock where possible to fulfil your order.

Where items cannot be delivered, Gincident will endeavour to contact the customer based on information provided with registration, and offer the options to either cancel the order or reduce the quantities, where applicable.

If Gincident is unable to supply each item ordered or in the quantities ordered and cannot contact the customer, the customer nevertheless agrees to accept delivery and make payment for the items correctly delivered.

Regarding all online purchases, customers will be charged the prices that are reflected on the website, subject to availability, except where “inadvertent and obvious errors” have occurred, (see below).

All online prices include Value-Added Tax (VAT).

Special promotions may be subject to certain conditions, including stock availability and limited-offer stipulations.

ALCOHOL NOT FOR SALE TO PERSONS UNDER THE AGE OF 18