Shipping policy

Shipping Policy

Effective Date: [Insert Date]
Business Name: Avora Skin
Courier Partner: Aramex Store to Door
Contact Email: [Insert Email Address]
Contact Number: [Insert Phone Number]
Website: [Insert Website URL]

This Shipping Policy explains how Avora Skin processes and delivers orders within South Africa. By placing an order with us, you agree to this Shipping Policy together with our Terms and Conditions, Return Policy, and any other applicable policies published on our website.

1. Delivery Areas

Avora Skin currently ships within South Africa using Aramex Store to Door.

If we are unable to deliver to your area, we reserve the right to cancel the order and issue a refund for any amount paid.

2. Processing Time

Orders are processed after payment has been successfully received and cleared.

Please allow 1 to 3 business days for order processing, packing, and dispatch, unless a different timeframe is stated on the product page, at checkout, or during promotional periods.

Orders are not processed, packed, or dispatched on:

  • weekends,
  • public holidays,
  • or during any notified closure periods.

3. Delivery Timeframe

Once dispatched, orders usually arrive within 8 to 11 business days.

Delivery timeframes are estimates only and are not guaranteed. Actual delivery times may vary depending on:

  • your delivery area,
  • courier operations,
  • weather conditions,
  • high order volumes,
  • public holidays,
  • strikes,
  • service interruptions,
  • unrest,
  • access restrictions,
  • remote or outlying locations,
  • or other circumstances outside our reasonable control.

4. Courier Service

All orders are shipped using Aramex Store to Door.

Once your parcel has been handed to the courier, delivery is managed by the courier network. While Avora Skin will reasonably assist with tracking and delivery issues, we are not liable for delays caused by the courier or by events outside our reasonable control, to the extent permitted by applicable law.

Nothing in this policy excludes liability where a delay, failed delivery, or loss is caused by our own negligence, failure to dispatch, incorrect fulfilment, or any responsibility that cannot legally be excluded.

5. Shipping Fees

Shipping charges, if any, will be shown at checkout before payment is completed.

Avora Skin reserves the right to update shipping fees at any time, provided that the shipping fee applicable to your order will be the fee displayed to you at checkout at the time of purchase.

6. Order Tracking

Where tracking is available, tracking details will be sent to you after dispatch.

Customers are responsible for monitoring the tracking information provided and for ensuring that someone is available to receive the order if required by the courier.

7. Customer Delivery Responsibilities

Customers are responsible for providing:

  • a complete and accurate delivery address,
  • correct contact details,
  • any information necessary for successful delivery,
  • and, where applicable, secure access to the delivery location.

Avora Skin will not be responsible for delays, failed deliveries, or extra charges resulting from:

  • incorrect or incomplete delivery information,
  • failure to answer calls or messages from the courier,
  • failure to collect or accept delivery where required,
  • restricted access to the delivery address,
  • or customer unavailability.

Where an order is returned to us due to any of the above reasons, we may charge an additional delivery fee before re-dispatching the order.

8. Delays

While we aim to meet the estimated delivery window of 8 to 11 business days, delays may occur.

If your order is delayed, Avora Skin will make reasonable efforts to assist in obtaining an update from the courier. However, delivery delays do not automatically entitle a customer to compensation, cancellation, or a refund, except where required by law.

To the fullest extent permitted by law, Avora Skin is not liable for indirect, incidental, consequential, or special loss arising from delivery delays outside our reasonable control.

9. Risk and Delivery

Risk in the goods will pass to the customer on delivery to the address provided in the order, or upon collection where collection applies.

Proof of delivery from the courier, or confirmation that the order was delivered to the address provided by the customer, may be accepted as evidence of delivery, subject to applicable law.

10. Damaged, Lost, or Missing Parcels

If your parcel arrives damaged, incomplete, or appears to have been tampered with, you must notify Avora Skin within 48 hours of delivery and provide:

  • your order number,
  • clear photographs of the parcel,
  • photographs of the products received,
  • and a description of the issue.

If a parcel is lost in transit, we will investigate the matter with the courier. Any replacement, refund, or other remedy will be handled in accordance with applicable law and the outcome of the investigation.

Avora Skin reserves the right to request reasonable supporting information before resolving any claim for loss, damage, shortage, or tampering.

11. Failed Delivery and Returned Parcels

If a parcel is returned to us because:

  • the address provided was incorrect or incomplete,
  • delivery could not be completed after reasonable attempts,
  • the parcel was refused without lawful reason,
  • or the customer failed to cooperate with the courier,

we may:

  • cancel the order and refund the purchase price less any non-refundable shipping or return costs, where legally permitted; or
  • require payment of a new shipping fee before re-dispatch.

12. Delivery Estimates and No Guarantee

Any delivery timeframe stated by Avora Skin, including the estimated 8 to 11 business days, is provided in good faith as an estimate only.

We do not guarantee delivery on a specific date or within a fixed period unless we have expressly agreed to this in writing.

13. Force Majeure

Avora Skin will not be responsible for delay or failure to perform where the delay or failure results from events outside our reasonable control, including but not limited to:

  • courier disruptions,
  • natural disasters,
  • severe weather,
  • fire,
  • flood,
  • strikes,
  • labour disputes,
  • civil unrest,
  • riots,
  • theft,
  • war,
  • government action,
  • power outages,
  • systems failures,
  • or transport disruptions.

Where such events occur, our obligations will be suspended for the duration of the event to the extent reasonably necessary.