Shipping
Processing time: Orders ship within 1–2 business days (Mon–Fri). During launches and promotions, please allow an extra day.
For business days: Orders placed before 14:00 will be packed same day. Orders placed after 14:00 will be packed on the next business day.
Orders placed on weekends/non-business days will be processed and packed on the next business day.
Delivery: We deliver across South Africa via trusted couriers. Typical timeframe: 2-5 business days.
Tracking & delivery issues: You’ll receive tracking via email/SMS. If your parcel is delayed, damaged, or missing, contact support@thehoi.co.za with your order number.
PO Boxes & remote areas: We do not ship to PO Boxes. Remote-area surcharges may apply; we’ll confirm before dispatch if needed.
Wholesale: Bulk orders ship on agreed lead times. Pallet/large-order rates quoted case-by-case.
Returns & exchanges
We want you to be happy with your purchase.
Change-of-mind (unopened items): You may return unopened, resaleable products within 14 days of delivery for an exchange or store credit. You’ll cover return courier costs.
Hygiene & use: For safety and quality reasons, we can’t accept returns of opened incense, smudge sticks, or used accessories unless there’s a defect.
Defects & damage: If your order arrives damaged or defective, contact us within 7 days with photos and your order number. Under South Africa’s Consumer Protection Act, defective goods may be returned within 6 months for a repair, replacement, or refund.
Custom orders: Custom/branded products are final sale unless defective.
How to return: Email support@thehoi.co.za with your order number, reason, and photos (if applicable). We’ll share a return label or collection instructions.
Note: Keep original packaging for returns. Once inspected, we’ll process your exchange/credit within 3–5 business days.