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ILLUMINANCE SHIPPING POLICY

Last updated: 12 September 2026

Thank you for shopping with Illuminance. We are committed to processing and delivering your order as efficiently and securely as possible.

1. Order Processing

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

Orders placed on weekends or South African public holidays will be processed on the next working day. Working days are Monday to Friday, excluding public holidays.

Customers will receive an order confirmation after placing an order. Where tracking is available, tracking information will be provided once the order has been dispatched.

2. Local Deliveries — South Africa

Orders delivered within South Africa are estimated to arrive within 3–5 working days after payment and order confirmation.

Delivery times may vary depending on:

– The customer’s location
– Courier availability
– Remote or outlying delivery areas
– Public holidays
– Severe weather or other circumstances beyond our control

Deliveries to remote or outlying areas may take longer than the estimated delivery period.

3. International Deliveries

International orders are estimated to arrive within 7–10 working days after payment and order confirmation.

International delivery times may vary depending on the destination country, courier service, customs clearance, border processes and local delivery conditions.

The estimated delivery period does not include unexpected delays caused by customs authorities, border controls, local couriers, severe weather, political disruptions or other circumstances outside Illuminance’s reasonable control.

4. Customs Duties and Import Charges

International customers are responsible for any customs duties, import taxes, clearance charges or other fees imposed by the destination country.

These charges are not included in the product price or shipping fee unless expressly stated during checkout.

Illuminance cannot control or predict the amount that may be charged by customs authorities. Customers are encouraged to check their country’s import requirements before placing an order.

5. Shipping Fees

Shipping fees are calculated according to the destination, parcel weight, order size and courier service used.

The applicable delivery fee will be communicated during checkout, included on the customer’s invoice or confirmed before the order is dispatched.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

– Recipient’s full name
– Street address
– City or town
– Province, state or region
– Postal code
– Country
– Active telephone number

Illuminance will not be responsible for delays, unsuccessful deliveries or additional charges resulting from incorrect or incomplete information provided by the customer.

If an address correction is requested after dispatch, any additional courier charges may be payable by the customer.

7. Tracking Orders

Where tracking is available, customers will receive a tracking number or delivery update after dispatch.

Tracking information may take up to 24 hours to become active after the parcel has been collected by the courier.

8. Delayed Deliveries

Delivery periods are estimates and cannot be guaranteed. Although Illuminance will take reasonable steps to ensure timely delivery, delays may occasionally occur.

If an order has not arrived after the estimated delivery period, the customer should contact Illuminance with their name, order number and delivery details so that the shipment can be investigated.

9. Unsuccessful or Refused Deliveries

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

If a parcel cannot be delivered because no one is available, the address is incorrect, or the customer refuses delivery, the courier may return it to Illuminance.

The customer may be required to pay an additional delivery fee before the parcel is sent again.

10. Damaged, Missing or Incorrect Orders

Customers should inspect their parcels as soon as they are received.

Any damaged, missing or incorrect items must be reported to Illuminance within 48 hours of delivery. The customer may be required to provide:

– Their order number
– Clear photographs or videos of the parcel
– Photographs of the damaged or incorrect products
– A photograph of the courier label
– A description of the problem

Customers should retain the original packaging until the matter has been resolved.

Illuminance will assess the claim and, where appropriate, arrange a replacement, refund or another suitable resolution in accordance with its returns and refund policy.

11. Lost Parcels

If a parcel is believed to be lost, Illuminance will open an investigation with the relevant courier.

A replacement or refund will only be considered after the courier investigation has been completed and the parcel has been officially confirmed as lost.

12. International Shipping Restrictions

Certain products may be restricted or prohibited from entering particular countries. Illuminance reserves the right to cancel an international order if the products cannot legally or safely be shipped to the destination.

Where an order is cancelled for this reason, the customer will be notified and any eligible amount paid will be refunded.

13. Contact Us

For shipping enquiries, please contact Illuminance and provide your full name and order number.

Website: www.shopilluminance.co.za

By placing an order with Illuminance, the customer confirms that they have read, understood and accepted this Shipping Policy.