Shipping policy

SHIPPING & DELIVERY POLICY
Effective Date: 20/05/2026
Last Updated: 20/05/2026

This Shipping & Delivery Policy is governed by the Consumer Protection Act, 2008 (Act No. 68 of 2008) and the Electronic Communications and Transactions Act, 2002 (Act No. 25 of 2002) of South Africa.

OUR DELIVERY PARTNER

We have partnered with The Courier Guy, one of South Africa's most trusted courier services, to ensure your Mzansique Skin orders reach you safely and efficiently.

All deliveries are tracked, insured, and handled with care to maintain product integrity during transit. Skincare formulations are packed to protect against heat, moisture, and physical damage.

DELIVERY COVERAGE

Areas We Deliver To
We deliver nationwide across South Africa, including:
- All major metropolitan areas (Johannesburg, Pretoria, Cape Town, Durban, Port Elizabeth, Bloemfontein, etc.)
- Suburban and township areas within The Courier Guy network
- Selected rural and remote locations (subject to courier accessibility)

Address Verification
Your delivery address will be verified during checkout. If your location falls outside standard service areas:
- Delivery may still be possible with extended timeframes
- Additional courier fees may apply
- We will contact you to confirm feasibility and any extra costs before processing your order

We currently do not deliver to PO Boxes or Private Bag addresses. A physical street address is required.

DELIVERY TIMEFRAMES

Standard Delivery
Delivery times are calculated from the date of dispatch, not order placement:
- Major Metro Areas: 2–4 business days
- Suburban & Secondary Cities: 3–5 business days
- Rural & Remote Areas: 5–8 business days

Order Processing Time
Orders are processed within 1–3 business days of receiving payment confirmation:
- Orders placed before 2:00 PM on weekdays are processed the same day
- Orders placed after 2:00 PM or on weekends/public holidays are processed the next business day
- During peak periods (product launches, promotional campaigns, festive season), processing may extend to 3 business days

Total Delivery Time = Processing Time + Courier Transit Time

DELIVERY COSTS

Shipping fees are calculated based on:
- Delivery destination and distance
- Total parcel weight and dimensional volume

Standard Delivery Pricing
- Orders over R750: Free standard delivery nationwide
- Orders under R750: Flat rate of R99.99 (metro areas) or R99.99–R149.99 (outlying areas)

All delivery costs are calculated and displayed at checkout before payment. There are no hidden courier fees.

ORDER TRACKING

Track Your Delivery
Once dispatched, you will receive:
- Order dispatch confirmation email with tracking number
- SMS notification confirming dispatch
- Real-time tracking link via The Courier Guy portal
- Delivery status updates at key milestones

You can track your order by:
- Clicking the tracking link in your confirmation email
- Visiting www.thecourierguy.co.za and entering your tracking number
- Logging into your Mzansique Skin account under "My Orders"
- Contacting our customer support team

Automated Notifications
You will receive notifications when:
- Your order has been dispatched
- Your parcel is out for delivery
- Delivery has been completed
- There is a delivery attempt failure or issue requiring your action

DELIVERY PROCESS

Signature on Delivery
A signature is required for all deliveries to confirm receipt. If you're unavailable, the courier will leave a notification with redelivery or collection instructions.

For security, we do not offer "leave at door" delivery unless explicitly requested and at your own risk.

Delivery Attempts
If delivery cannot be completed due to:
- No one available to receive the parcel
- Incorrect or incomplete address
- Access restrictions (locked gate, security denying entry)
- Recipient refusal

The courier will:
- Leave a missed delivery notification with contact details
- Attempt redelivery up to 2 additional times on subsequent business days
- If all attempts fail, hold the parcel at the nearest depot for 5 business days

You will be contacted to arrange collection or alternative delivery. Parcels not collected within 5 business days will be returned to us, and return shipping costs plus a 15% restocking fee may apply.

ADDRESS ACCURACY — YOUR RESPONSIBILITY

You must provide a complete and accurate delivery address including:
- Full street address with unit/flat number
- Suburb, city, and correct postal code
- Working contact phone number
- Special instructions (gate codes, complex names, office floor numbers)

We are not liable for delivery failures or delays caused by incorrect or incomplete address information. If your parcel is returned due to address errors, you will be responsible for:
- Return shipping costs incurred
- Redelivery fees to resend the parcel
- Potential restocking fees if the item cannot be resold in original condition

MULTIPLE ITEM ORDERS

If your order contains multiple items:
- We aim to dispatch all items together in a single shipment
- If items are sourced from different locations, your order may be split into multiple parcels
- Each parcel will have its own tracking number
- You will be notified if your order ships in multiple consignments
- Delivery fees are charged once per order, not per parcel

PRODUCT HANDLING & PACKAGING

Skincare Formulations
All Mzansique Skin products are packed to maintain formulation integrity during transit:
- Liquid products and serums are sealed and packed upright where possible
- Fragile glass components are wrapped with protective materials
- Products are packed away from direct heat sources during transit periods
- If you receive a product that has leaked, damaged packaging, or appears compromised, follow the damaged goods protocol in our Returns Policy

Skincare Devices & Tools
Devices (LED massagers, eye wands, etc.) are shipped in:
- Original manufacturer or branded packaging where possible
- Protective foam or bubble wrap inserts
- Tamper-evident seals to confirm unopened condition

Temperature & Storage
Our products are formulated to be stable under standard transit conditions. However:
- Avoid leaving deliveries in direct sunlight or extreme heat for extended periods after delivery
- Store products as directed on the product label once received

DELIVERY DELAYS & FORCE MAJEURE

While we strive to meet delivery timeframes, delays may occur due to circumstances beyond our control:
- Severe weather (flooding, storms, hail in the Highveld)
- Public holidays and government-mandated closures
- Courier operational disruptions (strikes, fuel shortages, vehicle breakdowns)
- Civil unrest, protests blocking routes, or national emergencies
- Load shedding impacting depot operations
- Incorrect address or inaccessible delivery location

In such cases:
- We will notify you as soon as we become aware
- Estimated delivery dates will be updated
- We will work with The Courier Guy to minimize delays

We are not liable for delays caused by force majeure. However, if a delay exceeds 14 business days from the original estimated delivery date without resolution, you may cancel your order for a full refund under the Consumer Protection Act.

LOST OR DAMAGED PARCELS

Lost in Transit
If your tracking shows no movement for 7+ days or The Courier Guy reports the parcel as lost:
- We will open a trace investigation within 24 hours
- If the parcel cannot be located within 5 business days, we will:
* Issue a full refund, or
* Send a replacement at no additional cost (if item still in stock)
- You will not be held responsible for parcels lost during courier transit.

Damaged in Transit
If your parcel arrives with visible external damage:
- Inspect the package before signing
- Note the damage on the delivery waybill if possible
- Take photographs of the damaged packaging and contents
- Contact us within 48 hours with photos and your order number
- We will arrange:
* A replacement shipment at no cost, or
* A full refund including delivery fees

Do not discard damaged packaging until the claim is resolved — it may be needed for the courier's insurance claim.

UNDELIVERABLE ORDERS

An order is considered undeliverable if:
- Delivery address is incorrect, incomplete, or inaccessible
- No one available after all delivery attempts
- Delivery refused by recipient
- Parcel uncollected from depot after 5-day holding period

Undeliverable parcels are returned to us. If you wish to have the order reshipped:
- Redelivery fee (equivalent to original shipping cost) will apply
- You must provide a correct, verified address
- Restocking fee of 15% may apply if the return was due to customer error

Alternatively, you may cancel the order and receive a refund minus return shipping costs and restocking fees.

INTERNATIONAL DELIVERIES

Mzansique Skin currently delivers only to addresses within the Republic of South Africa.

If you require delivery to neighboring countries (Lesotho, Eswatini, Botswana, Namibia), please contact us at mzansiques@gmail.com and we will assess feasibility on a case-by-case basis.

PUBLIC HOLIDAYS & NON-DELIVERY DAYS

We do not process or dispatch orders on:
- Sundays
- South African public holidays
- Mandated government closure days

Orders placed on these days will be processed on the next business day.

South African Public Holidays (2026):
- New Year's Day: 1 January
- Human Rights Day: 21 March
- Good Friday: 3 April
- Family Day: 6 April
- Freedom Day: 27 April
- Workers' Day: 1 May
- Youth Day: 16 June
- National Women's Day: 9 August
- Heritage Day: 24 September
- Day of Reconciliation: 16 December
- Christmas Day: 25 December
- Day of Goodwill: 26 December

SPECIAL DELIVERY INSTRUCTIONS

You may provide special instructions during checkout:
- Gate/access codes for estates or complexes
- Security contact numbers
- Office floor/reception details
- Alternative contact person for delivery

Please note: While we communicate your preferences to the courier, we cannot guarantee compliance with time-specific requests. The courier reserves the right to require signature confirmation.

LIABILITY & INSURANCE

All parcels are insured up to their declared value during transit. In case of loss or damage:
- We handle all insurance claims with The Courier Guy on your behalf
- You will receive replacement or refund without needing to engage the courier directly

We are not liable for:
- Delays caused by incorrect customer address information
- Theft or damage after successful delivery and signature confirmation
- Packages left in safe places at customer request
- Items not collected from depot within the 5-day holding period
- Indirect or consequential losses arising from delivery delays

CUSTOMER RESPONSIBILITIES

For successful delivery, you must:
- Provide accurate, complete delivery information
- Be available (or arrange someone) to receive the parcel during business hours
- Respond promptly to courier communication about delivery attempts
- Collect parcels from depot within 5 business days if delivery attempts fail
- Inspect parcels upon delivery and report damage within 48 hours

For delivery queries, tracking assistance, or address updates:
Email: mzansiques@gmail.com
Phone: 071 665 2019
Hours: Monday – Friday, 8:00 AM – 5:00 PM SAST

For courier-specific issues, you may also contact The Courier Guy directly:
Website: www.thecourierguy.co.za
Phone: 0861 843 489
Email: support@thecourierguy.co.za

YOUR RIGHTS

This policy does not limit your rights under the Consumer Protection Act, 2008. You are entitled to:
- Fair and reasonable delivery terms
- Accurate cost and timeframe disclosure
- Recourse for non-delivery or transit damage

To lodge a complaint with the National Consumer Commission:
Website: www.thencc.gov.za
Phone: 0860 003 600

Infinite Finds (Pty) Ltd t/a Mzansique Skin
Registration Number: 2025/798012/07
VAT Number: To be confirmed
Registered Address: 111 Kuneningi Farm, Pongola, KZN, 3170, South Africa