Shipping policy

Effective Date: April 2026

AVOA Cosmetics is committed to delivering your order securely, efficiently, and in a condition that reflects the quality of the brand. Our Shipping & Delivery Policy explains how orders are processed, how delivery works, and what you can expect after placing your order.

Because we ship skincare and lip care products that should be handled carefully, we partner with reliable courier services and aim to ensure that each delivery is tracked and communicated clearly.

1. Shipping Coverage

At this time, AVOA delivers within South Africa only. We do not currently offer international shipping or cross-border delivery.

Orders may be delivered to:

Residential addresses
Business addresses
P.O. Box addresses, where supported by the courier provider

Please ensure that your delivery details are accurate, complete, and accessible. AVOA is not responsible for delays or failed deliveries caused by incomplete or incorrect address information supplied at checkout.

2. Order Processing

Once payment has been successfully confirmed, orders are generally processed within 1–3 business days. Processing refers to the time required to verify the payment, prepare the order, pack the products securely, and hand the parcel to the courier.

Orders placed on weekends, public holidays, or outside business hours will usually be processed on the next business day.

During high-volume periods, such as product launches, promotions, or seasonal campaigns, processing times may be slightly extended. Where delays occur, we will make reasonable efforts to keep you informed.

3. Delivery Times

Once your order has been dispatched, the estimated delivery times are as follows:

Standard Delivery: 2–5 business days, depending on your location
Outlying or Rural Areas: 5–7 business days, depending on courier routes and regional access

These timeframes are estimates only and may vary based on courier capacity, weather, traffic, access constraints, or other factors outside our control.

You will receive tracking information by email once your order has been collected or dispatched by the courier. This allows you to monitor the progress of your parcel until delivery.

4. Shipping Costs

Shipping fees are calculated based on the service selected at checkout and the order’s delivery destination. The following shipping structure applies unless otherwise stated in a promotion or store announcement:

Standard Shipping: R99
Express/Overnight Shipping: R149
Free Shipping: On orders over R799

Shipping costs are shown clearly at checkout before payment is completed. Customers should review the final shipping charge before confirming the order.

AVOA reserves the right to update shipping rates from time to time, especially where courier fees or operational costs change. Any such changes will be reflected on the website.

5. Delivery Address Accuracy

It is the customer’s responsibility to ensure that the delivery address entered at checkout is correct and complete. Please check:

Street name and number
Suburb or area
City and province
Postal code
Any access notes or delivery instructions

If an incorrect address is provided and the parcel is delayed, returned, or misdelivered as a result, additional delivery charges may apply for redelivery.

6. Failed Deliveries

If the courier is unable to deliver your parcel due to an incorrect address, inaccessible property, recipient unavailability, or unsuccessful delivery attempts, the courier may contact you to arrange redelivery or collection.

Repeated failed delivery attempts may result in extra courier charges, which may be payable by the customer. AVOA will assist where possible, but we cannot take responsibility for repeated delivery failures caused by factors outside our control.

7. Missing, Delayed, or Incorrect Parcels

If your parcel appears delayed beyond the expected timeframe, has not arrived, or has been delivered incorrectly, please contact us at Support@avoa.co.za as soon as possible. Include your order number and tracking details if available.

If you receive the wrong item, damaged packaging, or an incomplete parcel, please report the issue within 48 hours of delivery with photographs and a short description of the problem. This allows us to investigate and resolve the matter efficiently.

8. Risk and Responsibility

Once a parcel has been handed over to the courier, responsibility for physical delivery transfers to the courier network, subject to applicable consumer rights and the terms of our service providers. AVOA will, however, reasonably assist with tracking issues, claims, and delivery investigations where appropriate.

We recommend that customers ensure someone is available to receive the delivery at the address provided, especially for higher-value orders or fragile items.