Shipping policy

Thank you for shopping with SKIN XO. This Shipping Policy explains how we process and deliver orders placed through our website.

1. Delivery Area

We currently deliver within South Africa only.

Orders can only be placed for delivery to a valid South African delivery address. We do not currently offer international shipping.

2. Order Processing Times

Orders are processed within 2-3 business days after payment has been successfully received.

Orders are not processed, dispatched, or delivered on weekends or South African public holidays.

During busy periods, promotions, or holidays, processing times may be slightly longer. We will notify you if there is a significant delay with your order.

3. Shipping Methods and Delivery Times

We use reputable local courier services to deliver orders across South Africa.

Estimated delivery times after dispatch are:

 

Delivery times are estimates only and may be affected by courier delays, incorrect delivery details, payment delays, stock availability, severe weather, strikes, or other events beyond our control.

4. Shipping Costs

Shipping costs are calculated and displayed at checkout before you complete your order.

Shipping fees may vary depending on your delivery address, order size, order weight, and selected shipping method.

From time to time, we may offer free shipping promotions. Any free shipping offer will be subject to the terms stated at the time of the promotion.

5. Delivery Address

Please ensure that your delivery address, contact number, and email address are correct when placing your order.

We are not responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated delivery details provided by the customer.

If you notice an error in your delivery details, please contact us as soon as possible at sales@skin-xo.co.za. We will try to update the details before dispatch, but we cannot guarantee changes once the order has been handed to the courier.

6. Courier Delivery

The courier may contact you using the phone number or email address provided at checkout.

A signature or proof of delivery may be required. Please ensure that someone is available at the delivery address during normal delivery hours.

If the courier is unable to deliver your order after reasonable attempts, the parcel may be returned to us. Additional delivery fees may apply to resend the order.

7. Order Tracking

Once your order has been dispatched, we will send you a shipping confirmation email or message with tracking details, where available.

You can use the tracking information to follow the progress of your delivery.

8. Delayed, Lost, or Undelivered Orders

We do our best to deliver orders within the estimated delivery times, but delays may happen.

If your order has not arrived within the estimated delivery period, please contact us at sales@skin-xo.co.za with your order number so we can investigate with the courier.

If we are unable to fulfil your order because the products are unavailable, we will notify you and arrange a refund where applicable.

9. Damaged Parcels or Missing Items

Please inspect your order as soon as it arrives.

If your parcel arrives damaged, or if any item is missing or incorrect, please contact us within 48 hours / 3 business days of delivery at sales@skin-xo.co.za.

Please include:

• Your order number
• A description of the issue
• Clear photos of the parcel, packaging, and damaged item, if applicable

We will review the matter and advise you of the next steps.

10. Collection Option

No collections:
We do not currently offer customer collections. All orders are delivered by courier.

11. Risk of Delivery

Your order remains our responsibility until it has been delivered to the delivery address you provided and accepted in accordance with applicable consumer law.

12. Returns and Refunds

This Shipping Policy should be read together with our Returns and Refunds Policy.

For return, exchange, or refund queries, please contact us at sales@skin-xo.co.za