Shipping policy

D. SHIPPING POLICY

Courier partners and delivery coverage

We partner with trusted South African couriers to ensure your skincare products arrive safely and promptly. Our primary courier partners include The Courier Guy, RAM, Fastway, Bob-Box, and Pudo, selected for their reliability and extensive coverage across South Africa. We deliver nationwide, from major metropolitan areas to rural regions, though delivery times vary by location.

For customer convenience, we offer collection points through Pudo and Bob-Box at various retail locations, perfect if you're not available for home delivery. When selecting a collection point, you'll receive an SMS notification once your parcel arrives, and you typically have 7 days to collect it. Physical addresses are required for courier deliveries, while PO Box addresses may experience longer delivery times through alternative shipping methods.

Delivery timeframes and processing

Orders placed before 12:00 PM on business days are processed same day, while orders after 12:00 PM are processed the next business day. Our standard processing time is 1-2 business days, though this may extend to 3-4 days during peak periods or promotional events. Once dispatched, you'll receive a tracking number via email or WhatsApp to monitor your shipment's progress.

Out of stock items: If any item in your order is out of stock, we will notify you immediately and ship the available items. Out-of-stock products will be dispatched within 2 business days once stock becomes available, or you may opt for a refund for those items.

Delivery timeframes vary by location: major centers like Johannesburg, Cape Town, Durban, and Pretoria typically receive orders within 2-3 business days, while outlying areas may take 4-7 business days. These timeframes exclude weekends and public holidays and may be affected by circumstances beyond our control.

Shipping costs and free delivery

We offer free standard shipping on all orders over R500 as our commitment to providing value to our customers. Shipping for orders below R500 is calculated based on your delivery address. During promotional periods, we may offer reduced shipping thresholds or free shipping on all orders - check our website for current offers.
Express shipping options are available for urgent orders at an additional cost calculated at checkout based on your location and order weight. Collection point delivery through Pudo or Bob-Box is priced based on the choice of location. Please note that shipping costs are non-refundable except when returning defective or incorrect items.

Tracking and delivery confirmation

All orders include complimentary tracking so you can monitor your package from dispatch to delivery. Track your order using the reference number provided in your shipping confirmation email on the relevant courier's website, or directly through your account page on our website.

WhatsApp notifications: You have the option to subscribe to WhatsApp updates for real-time tracking notifications. We'll send updates when your order is dispatched, out for delivery, and successfully delivered or ready for collection. To enable WhatsApp notifications, opt-in during checkout or update your preferences in your account settings.

For home deliveries, signature is required upon receipt to ensure secure delivery. If you're unavailable, couriers typically attempt redelivery twice before returning the package to a local depot or collection point. You'll receive notification of failed delivery attempts with instructions for arranging redelivery or collection.

Lost or damaged parcels

While rare, if your parcel is lost or damaged in transit, we're here to help resolve the issue quickly. Report any delivery problems within 48 hours of the expected delivery date by emailing store@dailyskin.co.za with your order number and tracking details. We'll investigate with the courier and provide resolution within 5-7 business days.
For damaged parcels, please photograph the packaging and products before opening and send these to our customer service team. Do not discard the damaged packaging as it may be required for insurance claims. We'll arrange collection of damaged items and send replacements at no cost to you. In cases where parcels are confirmed lost by the courier, we'll either resend your order or provide a full refund based on your preference.