Shipping policy
At East Biowell, we are committed to providing a smooth, reliable and transparent shopping experience. Our goal is to ensure that every skincare order is handled with care and delivered to our customers as efficiently as possible.
1. Order Processing
Orders are processed once payment has been successfully received and confirmed. Please allow 1–3 business days for order processing, quality checks and dispatch preparation.
Orders placed on weekends or South African public holidays will generally be processed on the next business day.
During promotional periods, high-demand seasons or unforeseen operational circumstances, processing may take longer. Customers will be notified where reasonably possible.
2. Delivery Areas
East Biowell currently serves customers within South Africa. Delivery duration depends on the destination address and the courier or delivery service operating in that area.
Customers are responsible for providing accurate and complete delivery details, including their full name, contact number, street address, suburb, city and postal code.
Additional delivery arrangements may be required for remote locations or areas with limited courier coverage.
3. Estimated Delivery Times
Estimated delivery times are calculated from the date an order is dispatched or handed over for delivery, unless otherwise stated at checkout.
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Major metropolitan areas: Approximately 5–10 business days.
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Other areas within South Africa: Approximately 7–14 business days.
These timeframes are estimates and are not guaranteed delivery dates. Actual delivery times may vary according to the product, destination, courier capacity and customs procedures.
Where a product has a different estimated delivery timeframe, the applicable estimate will be communicated on the relevant product page or at checkout.
4. Shipping Fees
Applicable shipping fees will be displayed at checkout before payment is completed.
Shipping charges may vary depending on the delivery address, parcel weight, delivery method and any applicable promotional offers.
Any additional charges known to East Biowell before purchase will be disclosed to customers before the order is confirmed.
5. Order Tracking
Where tracking is available, customers will receive tracking information or relevant delivery updates once their order has been dispatched.
Tracking updates may take time to appear on the courier's system. Customers are encouraged to use the tracking details provided to monitor their orders.
For assistance with an order that has not arrived within the estimated delivery timeframe, please contact our customer support team with your order number.
info@eastbiowell.store
6. Delivery Delays
Although we make reasonable efforts to ensure timely delivery, delays may occur due to circumstances beyond our reasonable control, including inspections, severe weather, courier disruptions, public holidays, industrial action or other unforeseen events.
If a significant delay occurs, East Biowell will make reasonable efforts to communicate relevant updates and assist customers in resolving delivery concerns.
Nothing in this policy excludes any consumer rights or remedies available under applicable South African law where an order is unreasonably delayed or not delivered as agreed.
7. Incorrect Delivery Information
Customers are responsible for ensuring that their delivery information is accurate at the time of checkout.
If you notice an error in your delivery details, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has entered processing or has been dispatched.
Where an order cannot be delivered because incorrect or incomplete information was supplied, additional delivery arrangements may be necessary. Any additional charges will be communicated transparently and handled in accordance with applicable procedures.
8. Lost, Missing or Damaged Parcels
If your order appears to be lost, has not arrived within the estimated delivery timeframe, or arrives visibly damaged, please contact East Biowell as soon as possible.
Please provide your order number and any relevant photographs or delivery information to help us investigate the matter with the relevant courier or delivery service.
Where an order is confirmed lost, delivered incorrectly or damaged in transit, East Biowell will assess the matter and provide an appropriate remedy in accordance with our Refund Policy.
A parcel marked as delivered but not received will be investigated before a resolution is determined.
9. Delivery Acceptance and Product Inspection
Customers are encouraged to inspect their orders upon receipt and contact us promptly if any product is missing, incorrect or damaged.
For skincare hygiene and product safety, opened or used products may be subject to specific return restrictions, as outlined in our Refund Policy. These restrictions do not limit any statutory rights relating to defective, unsafe or incorrectly supplied products.
10. Contact and Customer Support
For shipping enquiries, tracking assistance or delivery concerns, please contact East Biowell through the customer support details published on our website.
info@eastbiowell.store
Please include your order number in all enquiries so that we can assist you efficiently.
11. Policy Updates
East Biowell reserves the right to update this Shipping Policy when operational requirements, delivery arrangements or applicable procedures change.
Thank you for choosing East Biowell. We appreciate your trust and remain committed to providing a transparent, dependable and professional skincare shopping experience.