1. Introduction

This Shipping & Fulfilment Policy explains how Lesotho Wine processes, ships, and delivers products including wine, alcohol, merchandise, and membership allocations.

By placing an order, you agree to this policy.

2. Scope of Policy

This policy applies to:

  • Online ecommerce orders
  • Wine Club monthly subscriptions
  • Merchandise orders
  • Promotional items
  • Selected event-related products

3. Fulfilment Methods

Orders may be fulfilled via:

  • Collection at designated points in Lesotho
  • Collection at Liquor City Ladybrand (South Africa)
  • Delivery via approved third-party courier services
  • Event-based collection (where applicable)

4. Third-Party Courier Services

Lesotho Wine may use trusted third-party logistics providers including:

  • The Courier Guy
  • DHL
  • Pick n Pay Pickup or similar retail collection networks
  • Other approved courier or logistics partners

All deliveries handled by third parties are subject to their own service terms and conditions.

5. Delivery Timeframes

Delivery timeframes are estimates only and may vary depending on:

  • Location
  • Courier availability
  • Customs clearance (for cross-border shipments)
  • Event schedules and peak periods

We do not guarantee exact delivery dates.

6. Shipping Costs

Shipping fees (where applicable) are calculated based on:

  • Delivery location
  • Weight and size of order
  • Courier rates

Shipping costs are non-refundable once a shipment has been dispatched.

7. Collection Points

Customers may be required to collect orders from designated locations, including:

  • Station Off Sales, Maseru (Lesotho)
  • Liquor City Ladybrand, Free State (South Africa)

Customers must present:

  • Proof of purchase
  • Valid identification where required

8. Wine Club Fulfilment

Wine Club subscriptions are fulfilled on a monthly basis and may include:

  • Curated wine selections
  • Promotional or seasonal items

Fulfilment methods include collection or delivery depending on the monthly allocation structure.

Members are responsible for collecting allocations within the specified timeframe. Uncollected items may be forfeited.

9. Cross-Border Deliveries

Orders moving between Lesotho and South Africa may require:

  • Customs documentation
  • Proof of purchase
  • Identity verification

Customers are responsible for compliance with all applicable import/export and transport laws.

Delays may occur due to border processing.

10. Risk Transfer

Risk for goods transfers to the customer when:

  • The order is handed to the courier, or
  • The order is collected by the customer

Lesotho Wine is not responsible for loss or damage after handover to third-party logistics providers.

11. Failed Deliveries & Non-Collection

If delivery fails due to:

  • Incorrect address
  • Customer unavailability
  • Failure to collect from pickup point

The order may be:

  • Returned to sender
  • Re-delivered at customer cost
  • Forfeited after reasonable attempts

No refunds will be issued for uncollected orders.

12. Damaged or Missing Items

If items are received damaged or incomplete:

  • Customers must report the issue within a reasonable timeframe
  • Supporting evidence (photos, proof of delivery) may be required

We may offer:

  • Replacement
  • Reshipment
  • Refund (where applicable and approved)

13. Delivery Restrictions (Alcohol)

Alcohol deliveries are subject to:

  • Legal drinking age verification (18+)
  • Compliance with local liquor laws
  • Courier acceptance of alcohol shipments

We reserve the right to refuse delivery where legal compliance cannot be met.

14. Address Accuracy

Customers are responsible for providing accurate delivery details.

We are not liable for:

  • Incorrect addresses
  • Incomplete contact information
  • Delays caused by incorrect details

Additional charges may apply for address corrections after dispatch.

15. Force Majeure

We are not liable for delays or failure to deliver due to events beyond our control, including:

  • Natural disasters
  • Border closures
  • Strikes or transport disruptions
  • Courier network failures
  • Government restrictions

16. Contact Information

Lesotho Wine

Email: info@lesothowine.co.ls
Support: support@lesothowine.co.ls
Phone: +266 2232 4621

Address:
62 Moshoeshoe Road
Industrial Area
Maseru 100
Lesotho