Shipping policy

Order Production & Processing

Once an order has been placed and paid for, production begins on the next working day.
Orders take 10 working days to produce (strictly within our store hours — Monday to Friday, excluding public holidays). Handover and delivery occur after this period.
Unfortunately, due to limitations in our website provider's platform, orders can only be marked as either "fulfilled" or "unfulfilled." Because of this, your order status will only update to "fulfilled" once it has been handed over to the courier or collected. Order updates are also only sent out upon handover.
Orders containing any item marked as pre-order are subject to a waiting period of 2–4 weeks. The entire order will be shipped together once the pre-order item(s) arrive, even if it includes other items that are not on pre-order.
If any changes are requested after an order is placed, the 10-day production timeline will reset from the date the changes are confirmed and paid for (where necessary).
Please ensure that your selected items and sizes are correct before placing your order to help avoid delays.

Once a parcel has been marked as “delivered” by the courier, it is considered successfully delivered to the recipient.
If you’ve opted for delivery to a third-party address (e.g. a workplace, friend, etc), we do not take responsibility for what happens to the parcel once it has been marked as delivered.
Customers are responsible for providing a complete and accurate delivery address. If an incorrect address results in a failed delivery attempt or return, you are liable for the cost of the new delivery.
Delivery fees are calculated based on the courier company’s current rates.

Timelines
South Africa:

Delivery takes 2-5 working days after the 10-day production period.
These timelines may vary if courier services experience high order volumes or delays.
We will notify you if we are informed of a delay from the courier themselves.

International:

Shipping rates do not include customs duties or taxes that may be charged upon arrival in your country.
Customers are responsible for the full international shipping fee, which is non-refundable once production begins.
Isekai is not responsible for any additional fees incurred after the parcel leaves our facility.

All collections must be scheduled at least 24 hours in advance.
Unscheduled collections will not be accepted under any circumstances.
Collections are currently limited to weekends due to limited availability.
If your order is not collected within the scheduled time frame, you will need to reschedule, keeping the 24-hour time-period in mind.
If you’ve opted to have a third-party (e.g. a family member, friend, etc) collect from us, we do not take responsibility for what happens to the parcel once it has been handed over.
Orders not collected within 7 days will be restocked and made available for sale with no refunds issued.

All orders are securely sealed to prevent theft or breakage and are documented with photo and/or video evidence before handover.
We use sufficient protective packaging for items that are more frail or prone to damage during transit.
Once the parcel is handed over to the courier, we are no longer responsible for any theft, damage, or loss. We ensure that items are properly packaged and that couriers receive the necessary handling instructions. We do not take responsibility for mishandling of parcels by drivers and/or the courier. This also applies when you arrange your own courier for pickup.
Refunds or compensation will not be provided after the parcel leaves our facility.
A tracking number and link will be provided once your parcel is submitted to the courier.

For any questions regarding our shipping or payment policies, please email us at isekai.711@gmail.com