Store policies
Orders, delivery, and refunds.
Everything you need to know about placing an order, when to expect delivery, and how returns are handled — written to be clear, not complicated.
Placing an order
How ordering works.
Every order placed through the Q-Rato store follows a clear, low-friction path from cart to confirmation.
Order placement
Orders are placed through the Q-Rato online store. Add items to your cart, choose your delivery address, and proceed to checkout. No payment is taken until you confirm at the final step.
Payment
All transactions are processed securely through our payment gateway. Q-Rato does not store card details. Once payment is completed you will receive an order confirmation by email.
Order confirmation
A confirmation email is sent to the address on your account immediately after a successful payment. Your order number (format: QR-XXXXXX) should be kept for any follow-up queries. You can also view past orders in your account.
Made-to-order items
Certain products — including the Evening Ritual Gift Box and limited-batch body butter fills — are produced after your order is confirmed. Lead times are shown on each product page and confirmed with you before payment is taken.
Delivery
How and when your order arrives.
Q-Rato ships across South Africa via a trusted courier partner. Delivery timelines depend on the product type and your location.
Standard delivery
In-stock products are dispatched within 1–2 working days of confirmed payment. Courier transit is typically 1–3 working days to major centres and 2–5 working days to outlying areas.
Same-week local delivery
Customers in and around Johannesburg may qualify for same-week local delivery on selected in-stock products. Eligibility is shown on the product page and confirmed at checkout.
Fresh and perishable products
The Green Reset Juice Pack and the 1L Ready-to-Drink Hibiscus Tea are produced fresh and available for local Johannesburg delivery only, to preserve cold-chain quality. Fresh production windows are confirmed with you before dispatch.
Made-to-order lead times
Gift boxes and limited-batch items are fulfilled within 2–4 working days from order confirmation. The exact lead time is shown on each product page.
Delivery cost
A delivery fee is calculated at checkout based on your address and order weight. The fee is shown before payment is taken. Free delivery thresholds, where applicable, are shown in the store.
Delivery address
Please ensure your delivery address is accurate before confirming your order. Q-Rato is not responsible for failed deliveries due to an incorrect or incomplete address. Saved addresses can be managed in your account.
Returns & refunds
Our returns and refund policy.
Q-Rato stands behind the quality of every product. If something is not right, we make it easy to resolve.
Return window
You may return an eligible product within 7 days of delivery, in accordance with the South African Consumer Protection Act (CPA). The item must be unused, in its original packaging, and in a resaleable condition.
Perishable products — excluded from returns
For health and safety reasons, fresh and perishable products cannot be returned or refunded once delivered. This includes the Green Reset Juice Pack, the 1L Ready-to-Drink Hibiscus Tea, and any other product marked as fresh or cold-chain on its product page.
Made-to-order products
Items produced specifically for your order — including the Evening Ritual Gift Box and limited-batch fills — are non-returnable unless they arrive damaged or faulty. Please contact Q-Rato within 48 hours of delivery if there is a problem.
Damaged or incorrect orders
If your order arrives damaged, defective, or incorrect, please contact Q-Rato within 48 hours via WhatsApp or email and include a photo of the item. We will arrange a replacement or a full refund at no additional cost to you.
How to initiate a return
To start a return, contact Q-Rato on WhatsApp (084 789 4422) or by email at info@qrato.co.za with your order number and a brief description of the issue. The team will respond within one business day with next steps.
Refund processing
Approved refunds are processed back to the original payment method within 5–7 business days of the return being received and inspected. You will receive a confirmation email once the refund has been initiated.
Return shipping
For eligible returns that are not the result of an error or defect on Q-Rato’s part, the cost of return shipping is the responsibility of the customer.
Questions about an order?
Reach the Q-Rato team directly.
For anything not covered here — delivery queries, return requests, or order changes — WhatsApp is the fastest route. The team is available Monday to Friday, 9 am to 6 pm, and Saturday 9 am to noon.