Shipping policy
By placing an order with Milk & Marrow, you acknowledge that you have read and accepted the terms set out in this Shipping & Production Policy.
Ready Stock Orders
Products identified as Ready Stock have completed production and are available for immediate dispatch from our South African and/or American studios.
Subject to payment confirmation and stock availability, Ready Stock orders are typically dispatched within 1–3 business days.
Limited Pre-Order Collections
Our Limited Pre-Order Collections are produced through carefully planned production drops rather than continuous mass manufacturing.
During each production drop, pre-orders open for a limited period, allowing families to reserve their place within that specific production run.
Once the reservation period closes, manufacturing begins exclusively for the confirmed orders received during that drop.
The estimated production lead time is approximately 35 calendar days from the opening date of the applicable production drop, unless otherwise stated on the relevant product page.
This estimated timeframe includes, where applicable:
• sourcing and preparation of certified materials;
• manufacturing and assembly;
• quality assurance inspections;
• packaging and dispatch.
Each production run is completed in its entirety before reservations open for the next production drop. This intentional approach allows us to maintain rigorous quality control, minimise unnecessary overproduction, and dedicate our full attention to every carefully crafted batch.
Because each production run is intentionally limited, availability cannot be guaranteed once reservations have closed.
Our Production Philosophy
We believe exceptional products deserve thoughtful production. Traditional retail often relies on forecasting demand months in advance, manufacturing excess inventory, warehousing products for extended periods, and recovering those costs through retail pricing. Our production model is intentionally different. By manufacturing only what has been reserved during each production drop, we reduce unnecessary waste, avoid excess inventory, and direct our investment towards premium raw materials, skilled craftsmanship and uncompromising quality rather than warehousing and surplus stock.
Waiting is not a compromise—it is part of creating products with intention, integrity and enduring quality.
Dispatch
Dispatch occurs once your order has completed production (for Pre-Orders) or has been prepared for shipment (for Ready Stock).
Once dispatched, you will receive shipping confirmation together with tracking information where available.
Delivery estimates provided by courier companies are outside the control of Milk & Marrow and should not be regarded as guaranteed delivery dates.
Delivery
Delivery times vary depending on your location and the courier selected. While we make every reasonable effort to ensure prompt dispatch, delivery timeframes are estimates only and may vary due to operational circumstances beyond our reasonable control.
Mixed Orders
Where an order contains both Ready Stock and Pre-Order items, the order will ordinarily be dispatched together once all items are available. Should you require Ready Stock items sooner, we recommend placing separate orders. Separate shipments may be arranged at our discretion and may incur additional shipping charges.
Responsibility & Risk
Once your order has been dispatched, tracking information will be provided where available.
Milk & Marrow partners with reputable third-party courier providers to deliver every order with care. While we will make every reasonable effort to ensure your parcel arrives safely and within the estimated delivery timeframe, delivery dates are estimates only and cannot be guaranteed.
Risk in the goods passes to the customer upon delivery, subject always to the rights afforded under applicable South African consumer protection legislation.
Milk & Marrow shall not be liable for delays caused by third-party courier providers or by circumstances beyond our reasonable control.
Where a parcel is lost or damaged in transit, we will gladly assist in communicating with the courier, lodging investigations where appropriate, and working towards a fair resolution in accordance with applicable law.
Delivery Address
Customers are responsible for ensuring that all delivery information provided during checkout is complete and accurate. Milk & Marrow shall not be responsible for delays, failed deliveries, returned parcels or additional courier charges arising from incorrect or incomplete information supplied by the customer. Where a parcel is returned due to an incorrect address, refusal of delivery, failure to collect, or repeated unsuccessful delivery attempts, additional courier charges may be payable before the order can be re-dispatched.
Shipping Costs
Applicable shipping charges are displayed during checkout before payment is completed.
Unless otherwise required by applicable law, shipping charges are non-refundable once an order has been dispatched, except where a refund results from an error on the part of Milk & Marrow.
Force Majeure
Milk & Marrow shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to natural disasters, pandemics, war, civil unrest, strikes, supplier failures, transportation disruptions, government action, customs delays, utility interruptions or any other force majeure event.
Consumer Rights
Nothing contained in this Shipping & Production Policy excludes, limits or restricts any rights or remedies afforded to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African legislation.
Where any provision of this policy is found to be inconsistent with applicable law, that provision shall apply only to the extent permitted by law, and the remaining provisions shall remain in full force and effect.