Shipping

How long will it take to receive my order once it has been dispatched?

At Novel Art & Frames, we take great care to ensure your order reaches you safely and as quickly as possible. Delivery times may vary depending on your location, but you can generally expect the following:

  • Local Deliveries (Durban and Surrounds): 1–3 business days
  • National Deliveries (Major Metros): 3–5 business days
  • Outlying Areas: 5–7 working days

Once your order has been dispatched, you’ll receive a tracking notification (waybill number) so you can follow its journey every step of the way.
While we always strive to meet the estimated delivery times, occasional delays may occur due to courier schedules or external factors beyond our control — rest assured, we’ll do our utmost to keep you informed and ensure prompt delivery.

 

Can I collect my order from your store or warehouse?

Yes! When checking out, you can select our in-store pickup option. 

All orders can be collected from our store during our normal trading hours:

Trading Hours:

  • Monday – Thursday: 07:30 to 17:00
  • Friday: 07:30 – 14: 30
  • Saturday: 08:00 – 12:30
    (Closed on Sundays and all Public Holidays)

Please wait for your “Order Ready for Collection” notification, which will be sent via email before visiting the store to ensure your order is prepared and ready for pickup.

 

Will I be notified when my order has been dispatched or is ready for collection?

Absolutely! As soon as your order has been dispatched or is ready for collection, you’ll receive an email notification at the address provided during checkout.

For deliveries, the email will include your tracking number/waybill so you can easily follow your order’s progress.

 

Can I change my delivery details after placing my order?

We understand that plans can change! If you need to update your delivery address, please contact our team within 48 hours of placing your order, and we’ll gladly assist with the amendment.

Once your order has been dispatched, however, changes to the delivery details can no longer be made.

 

Do your couriers deliver on weekends or public holidays?

Our couriers deliver Monday to Friday, between 08:00 and 17:00, during standard business hours.
Deliveries are not made on weekends or public holidays, but don’t worry — any orders dispatched over this time will be scheduled for delivery on the next working day.

 

What if You receive Your Order Damaged in Transit?

Novel Art & Frames will not be liable for any products damaged during delivery.

Upon receiving your order, you must verify the condition of your order prior to the delivery person leaving your premises.

However, if you received your order damaged, please contact the courier carrier or our support team directly to file a claim. 

Please save all packaging materials and damaged goods before filing a claim. Photographic images can also be used to assist with a claim.

 

What if Your Shipment is Missing or Lost in Transit?

If your package appears lost or hasn’t arrived within the estimated delivery window, please contact us at orders with your order/waybill number. 

We will assist in tracking your shipment or replacing your order when applicable.