Shipping Policy
How SwaziSwap handles collection, logistics and delivery for every order on the platform.
This Shipping Policy explains how SwaziSwap ("we", "us", "our") handles the collection and delivery of products purchased through the Platform. By placing an order, you agree to the terms outlined in this Policy.
Scope
This Policy applies to:
- All orders placed through the Platform
- Both direct sales by SwaziSwap and marketplace orders fulfilled by third-party Sellers
- All shipments handled by SwaziSwap logistics
Shipping Responsibility
- SwaziSwap oversees and manages all logistics for every order placed on the Platform.
- For marketplace orders, SwaziSwap drivers collect items directly from the Seller's registered dispatch location and deliver them to the Buyer's pinned delivery address.
- Sellers are responsible for preparing items for collection at their dispatch location within the agreed timeframe. SwaziSwap handles everything from collection to delivery.
How Delivery Works
All orders follow the same end-to-end logistics flow managed by SwaziSwap:
Order Placed
Buyer places an order and pins their delivery location on the map at checkout.
Collected from Seller
A SwaziSwap driver collects the item from the Seller's dispatch location.
Processing
The order is packaged and prepared for final delivery.
Out for Delivery
The driver heads to the Buyer's pinned delivery address.
Delivered
Order is delivered and confirmed. For COD orders, the driver collects the 6-digit confirmation code from the Buyer.
You can track your order status at any time under My Orders in your account dashboard. You will also receive email and in-app notifications at each stage.
Shipping Costs
Delivery fees are calculated at checkout and shown in full before you confirm payment. The fee is based on several factors:
Road Distance
Distance from the Seller's dispatch location to your delivery pin
Delivery Zone
Urban, peri-urban, rural, or remote — zone affects the rate applied
Order Weight
Heavier orders incur a weight surcharge above 2 kg
Number of Sellers
Orders from multiple sellers include a surcharge per additional pickup
Orders above a certain value may qualify for free delivery. The threshold is calculated dynamically and shown at checkout. Orders over 200 kg cannot be processed online — please contact us for a manual quote.
Delivery Timeframes
- Estimated delivery times are provided at checkout and may vary depending on your location, delivery zone, and product availability.
- SwaziSwap is not liable for delays caused by circumstances beyond our reasonable control, including extreme weather, strikes, or transport disruptions.
Delivery timeframes are estimates only and not guaranteed. If your order is significantly delayed, please contact our support team.
Risk of Loss
The risk of loss or damage passes to the Buyer upon delivery confirmation. SwaziSwap assumes full responsibility for safe transit while the shipment is under our direct logistics control.
Lost or Damaged Shipments
- If a shipment is lost or damaged while under SwaziSwap logistics control, we will investigate and, if confirmed, arrange a replacement or refund in accordance with the Returns & Refund Policy.
- Buyers must notify SwaziSwap within 7 calendar days of delivery confirmation for damaged goods, or within 7 calendar days of the expected delivery date for non-receipt.
For full details on how returns and refunds are handled, see the Returns & Refund Policy.
Contact for Shipping Issues
For inquiries or issues related to shipping or delivery, please contact our support team:
SwaziSwap Customer Support
We aim to respond to all enquiries within 48 hours on business days.