Shipping policy

Shipping Policy

Effective Date: July 2026
Last Updated: July 2026

At Skin Matrix, we are committed to ensuring your order is processed efficiently and delivered safely. This Shipping Policy outlines how we process, dispatch and deliver orders within South Africa.

Order Processing

Orders are processed once payment has been successfully received and confirmed.

Our standard processing time is 1–3 business days (Monday to Friday, excluding public holidays).

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

During promotional periods, public holidays or product launches, processing times may be slightly longer.

Shipping Destinations

Skin Matrix currently delivers throughout South Africa.

If you require international shipping, please contact us before placing your order to discuss available options.

Delivery Timeframes

Estimated delivery times after dispatch are:

Gauteng: 1–3 business days
Major metropolitan areas: 2–5 business days
Regional and rural areas: 3–7 business days

These delivery times are estimates only and cannot be guaranteed.

Shipping Costs

Shipping fees are calculated automatically at checkout based on your delivery location and the size or weight of your order.

Any free shipping promotions will be clearly displayed on our website and will apply only for the specified promotional period.

Order Confirmation and Tracking

Once your order has been placed, you will receive an order confirmation email.

When your order has been dispatched, you will receive a second email containing:

Your tracking number
Courier information
Tracking instructions

If you do not receive these emails, please check your spam or junk folder before contacting us.

Delivery Requirements

To ensure successful delivery, customers are responsible for providing accurate:

Full name
Delivery address
Contact number
Email address

Skin Matrix cannot be held responsible for delays resulting from incorrect or incomplete delivery information.

Additional courier charges resulting from incorrect delivery details may be charged to the customer.

Failed Deliveries

If delivery cannot be completed because:

No one is available to receive the parcel
The delivery address is incorrect
The courier cannot access the property

the courier may attempt a second delivery or return the parcel to us.

Additional shipping costs for redelivery may apply.

Delivery Delays

While we work with trusted courier partners, delivery times may occasionally be affected by circumstances beyond our control, including:

Severe weather conditions
Public holidays
High courier volumes
Industrial action
Power outages
Road closures
Natural disasters
Other unforeseen events

Skin Matrix is not responsible for delays caused by third-party courier services.

Damaged or Incorrect Orders

If your order arrives damaged, defective or incorrect, please notify us within 48 hours of delivery.

Please email info@skinmatrix.co.za and include:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging, where applicable

Once your claim has been assessed, we will arrange a replacement, exchange or refund where appropriate.

Lost Parcels

If you believe your parcel has been lost during transit, please contact us as soon as possible.

We will work with the courier to investigate the shipment. If the parcel is confirmed as lost, we will arrange either a replacement order or a full refund.