Shipping policy

ELORIA GLOW — SHIPPING & DELIVERY POLICY

Last Updated: 1 September 2026

Thank you for shopping with Eloria Glow. We aim to ensure that every order reaches you safely and as efficiently as possible.

By placing an order with Eloria Glow, you acknowledge and agree to the following Shipping & Delivery Policy. Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

1. DELIVERY TIME

Our estimated delivery timeframe is:

8–12 business days

Business days are Monday to Friday, excluding South African public holidays.

The 8–12 business-day period is an estimated delivery timeframe and not a guaranteed delivery date, except where Eloria Glow has expressly agreed to a specific delivery date.

Delivery times may vary depending on your location, courier operations, order volumes and circumstances outside our reasonable control.

2. OUR COURIER PARTNERS

Eloria Glow primarily uses:

Aramex Door-to-Door
The Courier Guy

We may use another reputable courier or delivery provider where reasonably necessary to fulfil an order.

The courier used for your particular order may depend on your delivery location, availability and operational requirements.

3. POSSIBLE DELIVERY DELAYS

Although we aim for orders to arrive within 8–12 business days, occasional delays may occur.

Delays may result from circumstances such as severe weather, road closures, courier network disruptions, strikes, public holidays, unusually high order volumes, incorrect delivery information, remote-area delivery requirements, load-shedding or infrastructure disruptions, or other events beyond our reasonable control.

Eloria Glow will not be responsible for reasonable delays caused by circumstances outside our reasonable control, to the fullest extent permitted by South African law.

However, nothing in this policy removes or limits a customer's statutory rights where Eloria Glow is legally responsible for delivery. Under the CPA, suppliers have obligations concerning delivery, and goods generally remain at the supplier's risk until accepted by the consumer.

4. DELIVERY ESTIMATES

Any estimated delivery date displayed on our website, order confirmation, email, tracking page or other communication is an estimate only, unless we expressly confirm that a particular date is a guaranteed or specifically agreed delivery date.

Please allow the full estimated 8–12 business days before contacting us regarding an order that has not yet arrived.

If your order has exceeded the estimated delivery period, please contact Eloria Glow and we will assist in investigating the shipment.

5. TRACKING YOUR ORDER

Where tracking is available, customers will receive tracking information once their order has been processed and dispatched.

Please allow some time after receiving your tracking information for the courier's tracking system to update.

Once your parcel has been handed to the courier, tracking information supplied by the courier may provide the most current estimated delivery status.

6. CORRECT DELIVERY INFORMATION

Customers are responsible for providing complete and accurate delivery information when placing an order, including:

Full name
Street address
Suburb
City/town
Province
Postal code
Correct mobile number and contact information

Please carefully check your information before completing checkout.

If you notice an error after placing your order, contact Eloria Glow as soon as possible.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

7. INCORRECT OR INCOMPLETE ADDRESSES

Eloria Glow will not be responsible, to the extent permitted by law, for delivery delays or additional courier charges caused by incorrect or incomplete delivery information supplied by the customer.

If a parcel is returned to us because the address supplied was incorrect or incomplete, the customer may be required to pay reasonable additional delivery charges before the parcel is resent, where permitted by law.

8. FAILED DELIVERY ATTEMPTS

Customers should ensure that someone is available to receive the parcel at the delivery address.

If a courier is unable to complete delivery, the courier may attempt to contact you, arrange another delivery or return the parcel to the sender according to its procedures.

Additional delivery charges resulting from repeated failed delivery attempts caused by the customer's unavailability may be payable by the customer where legally permissible.

9. LOST OR MISSING PARCELS

If tracking shows that your parcel has not moved for an unusually long period or you believe it has been lost in transit, please contact Eloria Glow.

We will investigate the shipment with the applicable courier.

Customers will not automatically be required to bear the loss of goods while they remain at Eloria Glow's risk under applicable law. The CPA provides that goods to be delivered generally remain at the supplier's risk until the consumer has accepted delivery.

10. PARCELS MARKED DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please contact us promptly.

We may request information reasonably necessary to investigate the delivery with the courier.

Eloria Glow and the courier may investigate delivery records, proof of delivery and other relevant information before determining the appropriate resolution.

Nothing in this section limits rights available to consumers under applicable South African law.

11. DAMAGED PARCELS

If your order arrives visibly damaged, please notify Eloria Glow as soon as reasonably possible.

Where available, please provide:

Your order number
Photographs of the parcel
Photographs of the damaged product
A short description of the problem

These details help us investigate the matter with the courier and resolve the issue faster.

Providing photographs does not remove any statutory right you may otherwise have.

12. SHIPPING FEES

Any applicable shipping fees will be displayed during checkout before you complete your purchase.

From time to time, Eloria Glow may offer free delivery or promotional shipping rates.

Any conditions attached to a shipping promotion will be displayed with the relevant offer.

13. DELIVERY AREAS

We currently deliver to eligible addresses within South Africa.

Certain remote, rural or outlying areas may require additional delivery time.

Where a courier cannot reasonably deliver to a particular address, we will contact the customer to discuss available alternatives.

14. ORDERS DURING BUSY PERIODS

Orders placed during major sales, promotional campaigns, Black Friday, festive periods or other periods of unusually high demand may experience longer processing or delivery times.

Where reasonably possible, Eloria Glow will communicate significant known delays.

15. EVENTS OUTSIDE OUR CONTROL

To the fullest extent permitted by law, Eloria Glow will not be liable for reasonable delays caused by events genuinely outside our reasonable control, including courier network disruptions, severe weather, natural disasters, civil unrest, strikes, transport interruptions, government restrictions and infrastructure failures.

This clause does not waive, restrict or exclude rights that a consumer is entitled to under South African law.

16. CUSTOMER'S STATUTORY RIGHTS

Nothing contained in this Shipping Policy is intended to exclude, waive or restrict a consumer's rights under the Consumer Protection Act, ECTA or any other applicable South African legislation.

If any provision of this policy conflicts with a mandatory requirement of South African law, the applicable law will prevail.

17. CONTACT ELORIA GLOW

If you have questions about your delivery or need assistance locating your parcel, please contact:

Eloria Glow
Email: [INSERT SUPPORT EMAIL]
Website: [INSERT WEBSITE]

Please include your order number when contacting us so that we can assist you as quickly as possible.

This version gives you considerably better protection than simply saying “we are not liable for delays”, because an absolute disclaimer could conflict with the CPA. The CPA says the supplier is responsible for delivery on an agreed date/time, or otherwise within a reasonable time, and that the goods remain at the supplier's risk until accepted by the customer.