CUSTOMER CARE
Frequently asked questions
Everything you need to know about ordering, delivery, returns and caring for your Tranquil Euphoria pieces.
Orders & delivery
Where do you deliver?
We deliver throughout South Africa using The Courier Guy. Customer pickup and in-store collection are not currently available.
How long does order processing take?
Orders are normally processed within 1–3 business days after payment is received. Orders placed on weekends or public holidays are processed from the next business day. Processing may take slightly longer during promotional or seasonal periods.
How long will delivery take after dispatch?
Estimated delivery is 1–3 business days for major metropolitan areas, 2–4 business days for regional areas, and 3–7 business days for outlying or remote areas. These are courier estimates and may vary by location.
How much does delivery cost?
Express delivery is R150 nationwide. Free Express delivery applies when the qualifying cart value is R1,500 or more.
Any available delivery promotion will also be shown at checkout.
How can I track my order?
Once your parcel has been collected by The Courier Guy, we’ll email your tracking information and tracking link.
Returns & refunds
How do I request a return?
Contact hello@tranquile.co.za within 30 days of receiving your order. Eligible items must be unused, in their original condition and packaging, and accompanied by proof of purchase. Please wait for return approval and instructions before sending anything back.
Who pays for return delivery?
Customers cover the cost of an eligible change-of-mind return. Tranquil Euphoria covers the appropriate return cost when the return results from our error or a confirmed product defect.
What if my order arrives damaged or incorrect?
Please email us within 48 hours with your order number, a description of the issue, and clear photographs of the product and packaging. Reporting promptly helps us resolve courier and packing issues and does not limit any rights you may have under applicable law.
When will I receive my refund?
Once your return has been received and inspected, we’ll notify you of the outcome. Approved refunds are processed to the original payment method within 10 business days. Your bank or payment provider may require additional time for the funds to appear.
Which products cannot be returned?
Opened or used fragrance products, burned candles, opened wax melts, used décor, personalised items, gift cards, and sale or clearance items are generally not eligible for change-of-mind returns. This does not exclude rights relating to defective, damaged or incorrectly supplied goods. Please read our full Returns & Refunds Policy.
Products & care
What is included with each product?
Review each product description and image set before checkout to confirm what is included with the item. Contact us if you need clarification before ordering.
Will handcrafted pieces look exactly like the photographs?
Small variations in colour, finish, texture, wax appearance or painted detail can occur in handcrafted and hand-finished pieces. These natural variations are part of their individual character and are not normally considered defects.
What are Tranquil Euphoria mandalas?
Our mandalas are hand-painted dot art pieces created for meaningful, decorative spaces. Check the individual product page for the confirmed dimensions, material and display details of each piece.
How should I use home-fragrance products safely?
Always follow the care and safety instructions supplied with the product. Never leave a burning candle or incense unattended, keep fragrance products away from children, pets and flammable materials, and use burners, diffusers and wax melts only as intended.
Still need a hand?
Our customer care team can help with orders, delivery, returns and product questions.