Rack & Roll

Shipping & Returns Policy

Effective: May 2026  |  hello@rackandroll.co.za  |  www.rackandroll.co.za

Shipping

Where we deliver

We deliver nationwide across South Africa. We ship to all major cities and most towns via our courier partners. If you’re in a remote area, get in touch before ordering and we’ll confirm whether delivery is possible and give you an accurate quote.

Delivery timeframes

Once your order is placed and payment confirmed, here’s what to expect:

  • Gauteng, Cape Town, Durban, and other major metros: 2–4 working days
  • Smaller towns and outlying areas: 4–7 working days
  • Remote or hard-to-reach areas: 7–10 working days (we’ll confirm this upfront)

Working days are Monday to Friday, excluding South African public holidays. Orders placed over weekends or on public holidays are processed the next working day.

Shipping costs

Shipping is calculated at checkout based on your location and the size of your order. We work with reliable SA couriers and charge at cost — we don’t make margin on shipping.

  • Standard delivery: calculated at checkout
  • Free delivery may apply on qualifying orders — check the current offer on our homepage

Flat-pack racks ship in compact boxes and are designed to keep shipping costs reasonable. Assembly is straightforward and takes 15–30 minutes.

Order tracking

Once your order ships, you’ll receive a tracking number via email or WhatsApp. Use this to follow your delivery directly with the courier. If you haven’t received tracking details within 2 working days of ordering, contact us at hello@rackandroll.co.za or WhatsApp us directly.

Damaged or incorrect orders

We pack every order carefully, but occasionally things happen in transit. If your order arrives damaged or if we sent you the wrong item:

  • Take photos of the damage or incorrect item before doing anything else
  • Contact us within 48 hours of delivery via hello@rackandroll.co.za or WhatsApp
  • Include your order number and photos in your message
  • We’ll arrange collection and either replace or refund your order — at our cost

Please don’t attempt to assemble a damaged product. It’s much easier for us to resolve if the item is in the condition it arrived in.

Returns & Refunds

Our returns policy

We want you to love your rack. If something isn’t right, we’ll work with you to sort it out. Here’s how our returns work:

  • You have 14 days from delivery to request a return
  • Products must be unassembled and in their original packaging
  • Products that have been assembled, painted, or modified cannot be returned
  • Custom or made-to-order items are non-returnable unless there is a defect

How to start a return

To initiate a return, contact us within 14 days of receiving your order:

  • Email: hello@rackandroll.co.za with your order number and reason for return
  • WhatsApp: message us directly and we’ll guide you through the process

Do not send items back without contacting us first — unannounced returns cannot be processed.

Return shipping costs

If the return is due to our error (wrong item, manufacturing defect, transit damage), we cover the full cost of return shipping.

If you’re returning for any other reason (change of mind, ordered incorrectly), the return shipping cost is for your account. We’ll give you a quote before anything is collected.

Refunds

Once we receive your returned item and confirm it meets our returns criteria, we’ll process your refund within 5 working days. Refunds are issued to the original payment method.

Card and EFT refunds may take an additional 3–5 working days to reflect in your account depending on your bank.

Exchanges

Want to exchange for a different size or product? Contact us and we’ll check stock availability. If the exchange item is a different price, we’ll invoice or refund the difference.

Our Quality Guarantee

Every Rack & Roll product is designed and handcrafted in South Africa from quality Birch plywood and recycled materials. We stand behind what we make. If your product has a manufacturing defect — not caused by incorrect assembly or wear and tear — contact us and we’ll make it right.

We’re a small, family-run team based at Blythedale Beach, KZN. When you contact us, you get a real person who genuinely wants to help.

Contact Us

  • Email: hello@rackandroll.co.za
  • WhatsApp: listed on our Contact page at www.rackandroll.co.za
  • Address: Rack & Roll, Alray Farm, Blythedale Beach, 4449

We typically respond within a few hours during business hours (Monday to Friday, 8am–5pm SAST).