Shipping policy

Shipping Policy

Effective Date: 3 September 2026

At Dias Flowers Import & Export, we supply fresh flowers, fresh cut flowers, wholesale pot plants and bulk floral products to businesses in South Africa and international markets.

Because our products are perishable and international shipments may be subject to customs, phytosanitary and other regulatory requirements, shipping arrangements are handled according to the nature of the products, destination, agreed delivery terms and applicable laws.

1. Shipping and Delivery

Dias Flowers Import & Export provides delivery and shipping arrangements for qualifying wholesale orders.

Delivery options may vary depending on:

Order size and quantity;
Product type;
Delivery destination;
Availability of suitable transport;
Required delivery timeframe;
Domestic or international destination;
Temperature and handling requirements;
Customs requirements; and
Phytosanitary or other regulatory requirements.

The available shipping method and estimated delivery timeframe will be communicated to the customer before or during order confirmation where reasonably possible.

2. Domestic Deliveries within South Africa

For deliveries within South Africa, delivery arrangements will depend on the customer's location, order size, product requirements and agreed delivery terms.

Customers must provide complete and accurate delivery information, including:

Business name;
Contact person's name;
Telephone number;
Physical delivery address;
Delivery instructions; and
Any relevant access or receiving requirements.

Delays caused by incorrect or incomplete delivery information supplied by the customer may result in additional costs or changes to the delivery schedule.

3. Fresh and Perishable Products

Fresh flowers and plants require careful handling and may deteriorate if exposed to unsuitable temperatures, delays or storage conditions.

Dias Flowers Import & Export will take reasonable steps to prepare products for transportation according to the nature of the goods and the agreed shipping arrangements.

Once products have been delivered and accepted by the customer, the customer is responsible for appropriate handling, storage and care of the products.

Normal deterioration associated with the natural lifespan of flowers and plants does not automatically constitute a shipping failure.

4. Delivery Timeframes

Delivery timeframes are estimates unless a specific delivery date or timeframe has been expressly agreed in writing.

Delivery may be affected by:

Traffic and road conditions;
Weather;
Transport availability;
Public holidays;
Supplier delays;
Customs procedures;
Border controls;
Government inspections;
Phytosanitary inspections;
Airline, shipping or freight delays;
Incorrect delivery information; or
Other circumstances outside our reasonable control.

For international shipments, delivery times may vary significantly depending on the destination country and applicable clearance procedures.

5. International Shipping

Dias Flowers Import & Export may arrange or facilitate international shipments to customers and markets outside South Africa.

International shipments may be transported by air, sea, road or a combination of transportation methods, depending on the order and destination.

The shipping method, carrier, delivery terms and responsibility for costs and risks will be determined by the applicable quotation, invoice, sales agreement or other written agreement between the parties.

Where Incoterms® are used, the specific Incoterm agreed between the parties will determine the respective responsibilities for transportation, costs, risk and certain import/export formalities.

6. Customs Requirements

International imports and exports are subject to applicable customs laws and procedures.

South African Customs requires applicable import and export goods declarations and supporting documentation, subject to the relevant rules and exemptions. Certain goods may also require permits or additional approvals.

Customers may therefore be required to provide information or documentation necessary to facilitate an international shipment.

Depending on the agreed shipping terms, the customer or its appointed agent may be responsible for:

Import customs clearance;
Import declarations;
Import permits;
Customs duties;
VAT or other applicable taxes;
Clearance charges;
Destination-country government fees;
Broker or clearing-agent charges; and
Other charges imposed by the destination country.

Unless expressly agreed otherwise in writing, Dias Flowers Import & Export does not assume responsibility for charges imposed by a destination country's customs or other authorities.

7. Phytosanitary Requirements

Flowers, plants and other plant products may be subject to phytosanitary requirements when imported or exported.

The requirements can differ depending on the product, country of origin and destination country.

For applicable exports, the importing country's phytosanitary requirements must be determined and met, and the required phytosanitary documentation must accompany the shipment where required. South African government guidance confirms that plant and plant-product exports may require a phytosanitary certificate based on the importing country's requirements.

Customers purchasing products for import into another country are responsible for providing accurate information about the destination country's applicable requirements where those responsibilities fall on the customer under the agreed terms.

Dias Flowers Import & Export will provide or arrange applicable documentation within its responsibility and control, subject to the requirements of the relevant authorities.

8. Importing Flowers into South Africa

Where Dias Flowers Import & Export imports flowers or plant products into South Africa, the shipment may be subject to applicable customs and plant-health requirements.

Depending on the goods, applicable requirements may include:

Import permits;
Phytosanitary certificates;
Customs declarations;
Commercial invoices;
Transport documents;
Certificates or supporting documents;
Government inspections; and
Payment of applicable duties, VAT and other charges.

South African Customs may examine goods and request supporting documentation, while regulated plant products may also be subject to inspection or requirements administered by relevant agricultural authorities.

9. Exporting from South Africa

For exports from South Africa, Dias Flowers Import & Export will comply with applicable South African export and customs requirements within its responsibility.

Export shipments may require:

Customs declarations;
Commercial invoices;
Transport documentation;
Certificates of origin where applicable;
Phytosanitary certificates where applicable;
Export permits or other regulatory documentation where required; and
Additional documents requested by authorities.

SARS confirms that export declarations and supporting transport or other documents may be required for goods leaving South Africa.

10. Customs Delays, Inspections and Detention

Shipments may be inspected, detained, delayed or otherwise affected by customs, agricultural authorities, border authorities or other government agencies.

Dias Flowers Import & Export cannot guarantee the processing time or outcome of an inspection, customs clearance or regulatory approval where the decision is made by an authority outside the company's control.

Where delays arise from government inspection, customs procedures, missing documentation or regulatory requirements outside Dias Flowers Import & Export's responsibility, the delivery timeframe may be extended.

11. Customs Duties, Taxes and Additional Charges

Unless expressly included in the agreed quotation or shipping terms, the customer may be responsible for applicable destination-country:

Customs duties;
Import VAT or sales taxes;
Customs clearance charges;
Broker or agent fees;
Storage charges;
Inspection fees;
Port or airport charges;
Permit fees; and
Other government or third-party charges.

The responsibility for these costs will depend on the agreed sales and shipping terms.

12. Delivery Address and Receiving the Order

Customers are responsible for ensuring that someone authorised to receive the shipment is available at the agreed delivery location.

For commercial customers, the receiving party should inspect the shipment upon delivery and record any visible damage or discrepancy where reasonably possible.

If a customer cannot receive a shipment at the agreed time, additional transportation, storage or re-delivery charges may apply where permitted under the applicable agreement.

13. Damaged Shipments

Customers should inspect fresh flowers, plants and packaging as soon as reasonably possible after delivery.

If products arrive visibly damaged or materially compromised, the customer should contact Dias Flowers Import & Export promptly and provide:

Order or invoice number;
Delivery date;
Description of the damage;
Quantity affected;
Photographs or video of the products;
Photographs of the packaging where relevant; and
Any relevant delivery documentation.

Claims will be assessed in accordance with the applicable order terms, circumstances of delivery and applicable law.

14. Lost or Delayed Shipments

If a shipment is delayed or cannot be located, Dias Flowers Import & Export will make reasonable efforts to investigate the matter with the relevant carrier, freight provider, clearing agent or other responsible party.

For international shipments, investigations may also involve customs authorities, airlines, shipping companies, border authorities or destination-country agents.

The outcome and available remedy will depend on the cause of the loss or delay, the agreed shipping terms, insurance arrangements where applicable, and applicable law.

15. Shipping Insurance

Where shipping insurance is available and agreed, the applicable insurance terms will govern claims for covered loss or damage.

Customers should confirm whether insurance is included in their quotation or shipping arrangement.

Unless expressly agreed otherwise, Dias Flowers Import & Export does not represent that every shipment is insured against every form of loss, damage, delay or deterioration.

16. Risk During Transportation

Responsibility and risk during transportation will depend on the applicable sales agreement, quotation, shipping terms and any agreed Incoterm®.

For international transactions, customers should carefully review the agreed delivery term to understand when responsibility for the goods, transportation and associated costs transfers.

17. Force Majeure

Dias Flowers Import & Export will not be responsible for delays or failures caused by circumstances beyond its reasonable control, including:

Severe weather;
Natural disasters;
Floods;
Fires;
Strikes or labour disruptions;
Transport interruptions;
Road closures;
Port or airport disruptions;
Customs or government action;
Border closures;
Regulatory changes;
War or civil unrest;
Epidemics or pandemics;
Supplier failures; or
Other circumstances that could not reasonably have been prevented or overcome.

Where possible, Dias Flowers Import & Export will communicate significant delays and work with the customer to determine a reasonable solution.

18. Customer Responsibilities

Customers are responsible for:

Providing accurate delivery information;
Providing required import or destination information;
Obtaining permits where the customer is responsible for doing so;
Providing required documentation;
Paying applicable charges assigned to the customer;
Ensuring someone is available to receive the shipment; and
Following appropriate storage and handling instructions after delivery.

Failure to meet these responsibilities may result in delays, additional charges or regulatory issues.

19. International Destination Requirements

Customers importing flowers or plants into another country are responsible for ensuring that the intended products are permitted for import and that the necessary destination-country requirements can be satisfied where such responsibility falls on the customer.

Different countries may impose different requirements regarding plant material, pests, diseases, packaging, soil, growing media, permits, certificates and inspections.

Dias Flowers Import & Export cannot guarantee that a destination-country authority will approve, release or accept a shipment where such decision is outside the company's control.

20. Shipping Charges

Shipping costs will depend on factors such as:

Destination;
Shipment weight and volume;
Product type;
Order quantity;
Transportation method;
Delivery urgency;
Packaging requirements;
Customs requirements;
Fuel and carrier charges; and
Other applicable logistics costs.

The applicable shipping charge will be communicated to the customer as part of the quotation or order confirmation where possible.

21. Policy and Legal Compliance

This Shipping Policy is intended to operate in accordance with applicable South African law and relevant international requirements applicable to the shipment.

Nothing in this policy is intended to exclude or restrict any right or remedy that cannot legally be excluded or restricted.

For international transactions, the applicable destination-country laws and regulatory requirements may also apply.