Shipping policy

HEAVENLY GLOW™

SHIPPING & DELIVERY POLICY

Last Updated: 8 September 2026

At HEAVENLY GLOW™, we want your order to arrive safely, securely, and as quickly as reasonably possible. This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered.

By placing an order with HEAVENLY GLOW™, you agree to the terms below, subject to your rights under applicable South African law.

1. Order Processing

Once your payment has been successfully received, we will begin processing your order.

Orders are generally processed within 10–15 business days, unless otherwise stated on the product page or at checkout.

Business days exclude Saturdays, Sundays, and South African public holidays.

During periods of high demand, promotions, sales, or unforeseen circumstances, processing may take longer.

We will make reasonable efforts to keep customers informed where a significant delay occurs.

2. Delivery Times

Estimated delivery times will be communicated at checkout or through the applicable delivery information provided with your order.

Delivery times are estimates and are not guaranteed unless we expressly state otherwise.

Delivery may take longer because of:

  • Courier delays

  • Public holidays

  • Severe weather

  • Incorrect or incomplete delivery information

  • Remote delivery locations

  • High order volumes

  • Supplier delays

  • Customs or import procedures where applicable

  • Operational disruptions

  • Events outside our reasonable control

We will make reasonable efforts to assist you if your order is delayed.

3. Delivery Areas

HEAVENLY GLOW™ primarily delivers within South Africa.

Certain areas may have longer delivery times or additional delivery charges depending on courier availability and location.

If we are unable to deliver to your selected address, we will contact you where reasonably possible to arrange an alternative solution or, where appropriate, a refund.

4. Delivery Charges

Shipping charges, if applicable, will be displayed during checkout before you complete your purchase.

Shipping fees may vary depending on:

  • Delivery location

  • Order size or weight

  • Promotional offers

  • Delivery method selected

  • Courier charges

If free shipping is offered as part of a promotion, the applicable conditions will be displayed at the time of the promotion.

5. Accurate Delivery Information

Customers are responsible for providing accurate and complete delivery information.

This includes:

  • Full name

  • Correct physical delivery address

  • Apartment/unit number where applicable

  • Postal code

  • Contact number

  • Any relevant delivery instructions

HEAVENLY GLOW™ cannot be held responsible for delivery delays, failed deliveries, or additional delivery costs caused by incorrect, incomplete, or outdated information supplied by the customer, to the extent permitted by law.

If you notice that your delivery information is incorrect, please contact us as soon as possible.

We will try to correct the information before the order is dispatched, but we cannot guarantee that changes can be made once an order has entered the shipping process.

6. Courier Delivery

We may use independent third-party courier companies to deliver your order.

Once an order has been handed to the courier, tracking information may be provided where available.

Courier delivery times are estimates and may be affected by circumstances outside HEAVENLY GLOW™'s reasonable control.

We will make reasonable efforts to assist customers with courier-related problems and communicate with the courier where necessary.

7. Tracking Your Order

Where tracking is available, you may receive tracking information by email, SMS, WhatsApp, or another appropriate communication method.

Customers should use the tracking information to monitor their delivery where possible.

Tracking information may occasionally take time to update after an order has been dispatched.

If tracking does not update for an unusually long period, please contact us so that we can investigate.

8. Failed Delivery Attempts

If a courier attempts delivery but is unable to complete the delivery because:

  • Nobody is available to receive the parcel;

  • The address is incorrect;

  • The customer cannot be contacted;

  • Access to the property is unavailable; or

  • The customer refuses delivery,

the courier may attempt another delivery or return the parcel to the sender, depending on the courier's procedures.

If the parcel is returned to HEAVENLY GLOW™ because of information or circumstances attributable to the customer, additional delivery charges may apply if the customer requests that the parcel be sent again, to the extent permitted by law.

9. Incorrect Address or Contact Information

If an order has already been dispatched to an incorrect address supplied by the customer, HEAVENLY GLOW™ may be unable to redirect the parcel.

Where the courier charges an additional fee for redirection or re-delivery, the customer may be responsible for that cost where permitted by law.

We will make reasonable efforts to assist in recovering or redirecting the parcel where possible.

10. Delayed Deliveries

Although we aim to deliver orders within the estimated timeframe, delays can occasionally occur.

A delay does not automatically mean that an order has been lost.

If your order is delayed, please contact us and we will reasonably assist in determining its status.

Where applicable, HEAVENLY GLOW™ will comply with any consumer rights or remedies provided by South African law.

11. Lost Parcels

If a parcel appears to have been lost during delivery, please contact HEAVENLY GLOW™.

We may investigate the matter with the relevant courier and request information reasonably necessary to assist with the investigation.

Where the loss is determined to have occurred before the applicable point at which risk passes to the consumer, HEAVENLY GLOW™ will take the appropriate steps required by applicable law.

We will not simply declare an order “lost” without making reasonable efforts to investigate the matter.

12. Damaged Parcels

Please inspect your package when it arrives.

If the package appears damaged, we recommend taking photographs of:

  • The outer packaging;

  • The shipping label;

  • The damaged area;

  • The product inside the package; and

  • Any other relevant damage.

Please contact HEAVENLY GLOW™ as soon as reasonably possible.

Photographs may help us investigate the matter with the courier and determine the appropriate remedy.

Failure to immediately report damage does not automatically remove any legal rights you may have under South African law.

13. Missing or Incorrect Products

If you receive:

  • The wrong product;

  • A product that is missing from your order;

  • Missing accessories or components; or

  • A product that appears materially different from what you ordered,

please contact us as soon as reasonably possible.

Please provide your order number and, where reasonably requested, photographs of the products and packaging.

We will investigate the issue and provide an appropriate remedy where required by applicable law.

14. Risk During Delivery

HEAVENLY GLOW™ will comply with applicable South African consumer-protection laws regarding when risk in goods passes from the supplier to the consumer.

Nothing in this Shipping Policy is intended to unlawfully transfer responsibility or risk to the customer before the point required by law.

15. Events Outside Our Reasonable Control

HEAVENLY GLOW™ will not be responsible for delivery delays caused by circumstances reasonably outside our control.

These may include:

  • Floods

  • Fires

  • Severe storms

  • Natural disasters

  • Major power outages

  • Internet or telecommunications failures

  • Courier disruptions

  • Strikes

  • Government restrictions

  • Civil unrest

  • Supplier disruptions

  • Major system failures

  • Other unforeseen events

Where such an event occurs, we will make reasonable efforts to minimise the impact and resume normal operations as soon as reasonably possible.

16. International Orders

Unless expressly stated otherwise, HEAVENLY GLOW™ does not guarantee international delivery.

If international shipping becomes available, customers may be responsible for applicable:

  • Customs duties;

  • Import taxes;

  • Clearance charges;

  • Local taxes; or

  • Other government charges.

Such charges are generally outside HEAVENLY GLOW™'s control.

17. Customer Responsibility After Delivery

Once you receive your order, you are responsible for taking reasonable care of the product.

This includes following:

  • Product instructions;

  • Storage requirements;

  • Cleaning instructions;

  • Charging instructions;

  • Safety warnings; and

  • Manufacturer recommendations.

Damage resulting from misuse, neglect, unauthorised modification, or failure to follow instructions may not qualify for a remedy where permitted by law.

This does not affect statutory rights relating to defective or unsafe goods.

18. Delivery Confirmation

A delivery may be recorded as completed by the applicable courier using information such as:

  • Delivery scans;

  • Tracking records;

  • Proof of delivery;

  • Recipient information;

  • Delivery photographs; or

  • Other courier records.

If you believe an order has incorrectly been marked as delivered, contact HEAVENLY GLOW™ as soon as possible so that we can investigate.

We may request reasonable information to assist with the investigation.

19. Communication Regarding Orders

We may contact you regarding your order using the contact information you provide.

This may include communications relating to:

  • Order confirmation;

  • Payment;

  • Shipping;

  • Tracking;

  • Delivery problems;

  • Address verification;

  • Returns;

  • Refunds; or

  • Customer support.

It is your responsibility to ensure that the contact information provided to us is accurate.

20. Refunds Relating to Delivery

Where a refund becomes legally required because an order cannot be fulfilled, is cancelled, or another qualifying circumstance occurs, HEAVENLY GLOW™ will process the applicable refund in accordance with our Return & Refund Policy and applicable South African law.

The time it takes for refunded funds to appear in your account may depend on your bank, payment provider, or payment gateway.

21. No Unlawful Exclusion of Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to:

  • Remove your rights under the Consumer Protection Act;

  • Remove applicable rights under the Electronic Communications and Transactions Act;

  • Unlawfully transfer risk to the customer;

  • Exclude liability that cannot legally be excluded;

  • Prevent a customer from exercising a statutory right; or

  • Restrict any remedy that South African law requires us to provide.

If any part of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

22. Changes to This Shipping Policy

HEAVENLY GLOW™ may update this Shipping & Delivery Policy from time to time.

The most recent version will be published on our website together with the applicable “Last Updated” date.

Changes will not retrospectively remove rights that a customer has already acquired under applicable law.

23. CONTACT US

If you have questions about your delivery, tracking information, a delayed order, or a delivery problem, please contact us:

HEAVENLY GLOW™

WhatsApp: 0615805717
Business Address: 5 Ametis St, Farramere, South Africa

Email: [INSERT YOUR CUSTOMER SERVICE EMAIL]

Where Your Natural Glow Begins.™