Shipping policy

BIOLABS COSMETICS SHIPPING AND DELIVERY POLICY

Last updated: 7 October 2026

1. Introduction

This Shipping and Delivery Policy applies to orders placed with Biolabs Cosmetics through biolabscosmetics.co.za. Please read it together with our Terms and Conditions and our Returns and Refunds Policy. Nothing in this policy limits your rights under South African consumer law.

2. Delivery Areas

We deliver to physical addresses within South Africa and to the international destinations available at checkout. If your country is not offered at checkout, we are not currently able to deliver there.

Delivery to some remote, rural, farm, estate, mine, military, restricted-access or high-risk locations may take longer, require collection from the nearest courier depot or service point, or be unavailable. We do not deliver to PO boxes unless the selected delivery provider expressly supports this.

3. Processing

We process orders on business days (Monday to Friday, excluding South African public holidays) once payment has been confirmed. Processing may take longer during sales, promotions, product launches, high order volumes, public holidays, courier disruptions or other events outside our reasonable control. An order-confirmation email does not mean your order has been dispatched.

4. Delivery Options, Times and Charges

South Africa – Standard (economy): approximately 2–5 business days after dispatch. R135, or free on orders of R1,500 or more.

South Africa – Express: approximately 1–3 business days after dispatch. R185, or free on orders of R2,500 or more.

International: approximately 2–7 business days after dispatch. The delivery charge for your destination is shown at checkout.

The exact delivery charge for your order is always shown at checkout before you pay. Delivery times are estimates, not guaranteed delivery dates, and start once payment has cleared, the order has been processed and the courier has collected it.

5. International Orders: Customs, Duties and Taxes

International orders may be subject to import duties, taxes, customs clearance fees or brokerage charges levied by the destination country. These charges are not included in our prices or delivery charges and are payable by the recipient. Customs processing can delay delivery beyond the estimates above. You are responsible for making sure the products you order may be lawfully imported into your country.

6. Correct Delivery Information

Please give us a complete recipient name, street address, suburb, city or town, province or region, postal code, country, phone number and email address, plus any gate codes, unit numbers, or company or estate names. We are not responsible for delays or failed deliveries caused by incorrect or incomplete details. If you spot an error, contact us immediately. We will try to update the address before dispatch, but cannot guarantee changes once the courier has been booked.

7. Dispatch and Tracking

Once your order has been dispatched, we will send tracking information by email or SMS. Tracking can take a few hours to update after collection.

8. Courier Delivery

Orders are delivered by independent courier providers. The courier may ask for a signature, an OTP, ID or an access code. Parcels may be handed to the named recipient, another person at the address, reception, security or a mailroom. Please use an address where someone is available during normal courier hours.

9. Failed Delivery Attempts

If delivery fails because nobody is available, access is refused, you can't be contacted or the address is incorrect, the courier may return the parcel to us. If the failed delivery was caused by something within your control, reasonable return and redelivery charges may apply.

10. Changes After Dispatch

Once an order has been dispatched, we cannot guarantee that the address or recipient can be changed, or that the parcel can be intercepted or redirected. Any courier redirection fees may be payable by you.

11. Delays

Courier timeframes are estimates. Delays can be caused by weather, road closures, load-shedding, strikes, unrest, seasonal demand, sorting errors, remote-area routing, customs processes for international orders or other events outside our control. We will help investigate a delayed parcel. This does not affect your rights where delivery does not happen within an agreed or legally reasonable period.

12. Lost Parcels

A parcel is not automatically considered lost because it is delayed. If tracking has not updated within a reasonable period, contact us with your order number and we will open an investigation with the courier. If the courier confirms the parcel was lost before delivery, we will either resend the products or refund the affected products and the delivery charge, subject to applicable law.

13. Marked as Delivered but Not Received

Please check with household members, reception, security and neighbours, and confirm that the delivery address on your order was correct. Then contact us as soon as possible. We will request proof of delivery and investigate with the courier.

14. Damaged Parcels

Inspect your parcel promptly. If anything is damaged, contact us with your order number and photos of the outer packaging, the courier label, the inner packaging and the damaged product. Keep everything until the claim is resolved. Verified transit damage will be handled under our Returns and Refunds Policy.

15. Missing or Incorrect Items

Notify us promptly with your order number, details of the missing or incorrect item, and photos of what you received, the packaging and the packing slip. Once we have verified the issue, we will replace the item, send the missing item, issue store credit or refund you.

16. Temperature and Storage

Do not leave cosmetic products in direct sun, hot cars or freezing conditions. Please accept or collect your parcel promptly and store products as instructed.

17. Risk and Ownership

Ownership passes once full payment has been received. Risk passes in accordance with applicable law, and never before valid delivery where the law places that risk on us.

18. Fraud Prevention

We may verify orders, request ID, confirm payment details, hold dispatch while we verify an order, or cancel and refund an order that presents a credible fraud risk. Any personal information is processed under our Privacy Policy and POPIA.

19. Contact Us

Biolabs Cosmetics
Email: sales@biolabscosmetics.co.za
Telephone: +27 84 869 8147
Website: biolabscosmetics.co.za

Please include your order number in all delivery enquiries.