Shipments and returns

Your pack shipment

Upon confirmation of payment, your item is queued for delivery to your doorstep. 

The delivery process is as follows:

  1. All orders processed before 10.00 A.M is picked up from the supplier/manufacturer through the customer chosen carrier the same day.
  2. During this time, and its partners process all legal paperwork.

  3. The item will be delivered the following business day to the address you specified during checkout.


It may happen that the above process is disrupted due to the high volume of items to be delivered or external factors having a direct impact on the delivery schedule. We remain committed to providing an excellent customer experience throughout the purchase process. In case you require any other information feel free to contact us through your customer portal.

The customer portal tracks all incoming messages/complaints and provides documented proof of any issue raised. We, therefore, advise that all issues be dealt with through it. You may also contact us via our contact numbers during working hours.

Return of a package.

If you failed to take delivery of the package following a purchase, the package will be returned to our store free of charge. But you will have to pay for the next scheduled delivery.

Important to know

Shipping/Delivery fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight and destination of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects by all the carriers.

We encourage all our customers to rigorously verify all packages before taking any delivery through our partners. Contact us immediately if you ever notice a damaged package.

Not all carriers provide a tracking number. We shall as far as possible provide you with the tracking number for any eligible carrier. The same can be accessed through your customer portal under 'ORDER HISTORY AND DETAILS'.

Delivery types

As all the fingers of our hand are not the same, we strongly believe that all our customers are unique with very specific needs.

This is why OrderOnline offers several delivery types so as to fit the growing landscape of customer demands. We work with several partners for last-mile fulfilment. Each of them practices their own pricing which in turn advantages our customers.

Furthermore, we currently provide free pickup points at two locations in the North of the island, namely Riviere Du Rempart and Pamplemousses for small to large packages/items of up to 40 Kgs.

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