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Shipping Policy

Delivery Policy, Refund Policy, Disputes Policy

1. Delivery Policy

1.1. Requests will be processed within three (3) working days, subject to stock availability with suppliers and receipt of payment and handed over to a courier company for delivery. Order processing can be subject to stock delays however we will endeavour to notify you thereof. Delivery is free for orders in excess of R700 and a flat courier fee applies to orders below R700.

1.2. Please note that we do not deliver to Post-Offices. We will be in contact with You to arrange an alternative address should you submit a post office address for delivery.

1.3. We will endeavour to deliver to farms, military bases, major chain stores, power stations, game reserves, lodges, airports, or harbours.

1.4. We will supply all goods to the delivery company in good order and will reasonably endeavour to ensure that goods arrive at your chosen delivery address in the same good order.

1.5. Delivery times vary. On average customers can expect deliveries to metropolitan area addresses ie. Cape Town, Johannesburg, George, Port Elizabeth, Durban, Bloemfontein & Pretoria within 2 business days. Outlying areas expect delivery in 4 business days.

1.6. All international orders (for delivery outside of the Republic of South Africa), once dispatched from our premises, are non-returnable, and non-refundable due to their permanent export status once the parcel leaves the borders of South Africa.

  1. Defective Goods, Adverse Reactions and Returns or Refund Policy

2.1. Subject to s56 of the Consumer Protection Act No. 68 of 2008, (“the CPA”), if you have received a product from Us and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please contact our Customer Care Line at 021 851 0926 within ten (10) working days of delivery and we will gladly collect the product at Our own expense and provide You with a refund, replacement or store credit.

2.2. Some products (such as many anti-ageing creams) sold on the Website contain active ingredients. Many of these products can cause transient, mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to daily use. If You have developed a more severe reaction to any of these products supplied by us, please contact us at
 An experienced staff member, or Dr Ferreira herself, will endeavour to resolve any adverse reactions. Refunds on creams causing an adverse reaction will be judged on an individual basis.

2.3. Upon receiving your product(s) if you no longer want the product you have ordered, you may return it to our physical address within 30 days of order date, at your own expense. If the product is unopened and the original packaging is still intact, We will provide you with a in-store credit. We do not provide monetary refunds in these circumstances.

2.4. Subject to Section 56 of the CPA , the above clauses in paragraph 2 are subject to the following reasonable guidelines:

2.4.1. Products must have been purchased directly from us. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.

2.4.2. Products must be returned within 30 days of the order date.

2.4.3. Please include a copy of your receipt (or a note with your order #, name, email address, and phone number) and your reason for returning the product(s).

2.4.4. We cannot accept returns or issue refunds on used products.

2.4.5. Original shipping and handling charges are non-refundable (if applicable).

2.4.6. Products specified as non-returnable or not for resale cannot be returned.


  1. Complaints and disputes

3.1. Any complaints regarding the use of the Website or the standard and quality of the product or products bought by You through the e-commerce facility should be directed to:

Skinstore, 43 Panorama Drive, The Links, Western Cape

3.2. Currently, the Supplier does not subscribe to any alternative dispute resolution code or mechanism.


Shipping and delivery details

International Orders and shipping


This is possible through Forwarding and Clearing agents. However, for the most part, we are restricted to South Africa, but please contact us with the products or brands you are interested in purchasing. Contact for more information.

SkinStore will not be liable for replacements should product damages occur with no insurance cover taken. All international shipping, processing, and handling charges are for the purchaser’s account, including any import duties and taxes exercised by your country of import. Skinstore will not be liable for carrying the costs of transport or applicable taxes, and will never quote import duties. Our export pricing is the same as our website display pricing. Delivery times vary but airfreight typically take 2 weeks.

Delivery lead-times


Deliveries to Major Centres

Orders before 3:00 pm can generally be expected within 2 business days. Final orders will only go out with the following day’s orders. Outside of the Western Cape province, parcels are all airfreighted overnight and go out for delivery the following morning.

Deliveries to Outlying Areas

Generally, you can expect your order within a week. It usually depends on the schedule of our courier, but generally, they service remote areas up to three times a week. 

Public Holidays & Weekends

Unfortunately, the deliveries do not take place on public holidays and weekends.


Exceptions do happen from time to time. Roads can be affected by bad weather, traffic accidents and other phenomena so if your parcel has not yet been delivered, track your parcel with Ram Couriers.


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