Deliveries and collections

1. Click and collect

1.1Choose PICK UP at checkout on poolpondspaonline.co.za, then pick the store you want to collect from: Rynfield Value Mall or Brentwood Park. Collection is free.

1.2Most orders placed during store hours are ready to collect within 2 to 3 hours. Some products come from our suppliers rather than our own stock, and those take longer. If you need something by a certain time, WhatsApp our online support team on 061 439 8356 before you order, and we'll tell you when it can be ready.

1.3Wait for our WhatsApp before you travel. It confirms that your order is ready, and gives you the pin location of your collection point, the name and number of the person to contact, and a QR code for your order.

1.4Bring the QR code. We can't release an order without it. It protects you too: nobody can collect your order with just an order number.

1.5Collect during the store's opening hours. The hours, addresses and directions for both stores are at the bottom of this page.

2. Sending someone, or a courier, to collect

2.1Tell us first. Forward them the QR code. Before they arrive, WhatsApp us from the number on your order, or email us from the address on your order, with:

• for a person: their full name
• for a courier or transporter: the courier company, and the waybill number, tracking number or shipping label, with the driver's name if you have it

2.2Whoever collects must show the QR code and photo ID. A courier must also show the matching waybill, tracking number or label. If something doesn't match, or we haven't heard from you, we hold the order and contact you, and any charge from your courier for a wasted trip is yours.

2.3Once we hand the order over, the risk passes to you. The full rules are in section 7 of our terms and conditions.

3. Delivery across South Africa

3.1We deliver to physical addresses anywhere in South Africa. We can't deliver to post office boxes.

3.2Delivery is free on orders over R1,200. On smaller orders, the delivery fee is added at checkout, so you see it before you pay. If you're outside our normal delivery areas, we quote the delivery separately before we book it.

3.3How we send your order. Since the latest fuel price increases, we plan every delivery, from our warehouse or straight from our suppliers, in the most practical and cost-effective way for where it's going: our own delivery, a local delivery partner or a national courier.

3.4Delivery times. In-stock orders usually arrive 2 to 5 working days after the courier collects them from us. Products we order in from our suppliers take longer. Delivery dates are estimates, and if your order is delayed, we let you know. For a delivery date before you order, WhatsApp 061 439 8356.

3.5Before we deliver, we confirm the day and time with you by phone or WhatsApp. We do our best to keep to the time we agree, but route planning sometimes moves it. If it changes, we let you know.

3.6Someone must be there to receive it, you or a person you choose, and sign the proof of delivery. Please give us your full address, and add a note at checkout if it's hard to find.

3.7Check your order when it arrives. Tell us about any damage within 12 hours, with photos, and about missing or wrong items within 2 days, so we can sort it out with the courier.

4. If something is out of stock

4.1The online store shows stock when you order, but we can't guarantee it. If an item is out of stock when we pick your order, we tell you and give you a new date. You choose: wait for it, swap it for something else, or remove it from your order.

4.2If you change your order, we sort out any extra payment, or refund the difference under our refunds and returns policy.

5. Ordering from outside South Africa

5.1Many of our customers are in Zambia, Mozambique, Malawi and Zimbabwe. Orders from outside South Africa are collection only: you pay the listed price, collect from Rynfield or Brentwood Park, and arrange your own transport and any export, import and border requirements. If a transporter collects for you, follow section 2.

6. Questions about your order

6.1WhatsApp our online support team on 061 439 8356, or call the stores on 062 105 2168.

Pool Pond Spa is the trading name of Pool And Pond Corner CC, registration number 2009/208500/23. Registered address: Shop 4, Rynfield Value Mall, corner of Pretoria Road and Waterson Street, Rynfield, Benoni, Gauteng, 1501. Our terms and conditions and refunds and returns policy also apply.