All orders placed on noveskin.co.za are made to order and shipped from within South Africa via Aramex. We do not ship internationally at this time.
1. How fulfilment works
Novë Skin operates on a made-to-fulfilment basis. Once your payment is confirmed, we place your order with our supplier, who prepares it for us. We then package your order ourselves and hand it to Aramex for delivery to you. This means your order goes through a few stages before it ships — we want to be upfront about that timeline rather than promise something we can't guarantee.
2. Estimated delivery time
This covers the full journey: our supplier preparing your order (typically 3–5 business days), our own packaging time (around 1 business day), and Aramex delivery to your address (typically 1–3 business days, depending on location). We give you one honest range rather than separate numbers for each stage, since the stages can vary.
Orders are processed Monday to Friday only. We do not process or dispatch orders on weekends or South African public holidays. An order placed on a Friday afternoon, weekend, or the day before a public holiday will begin processing on the next business day.
3. Delays outside our control
Occasionally, delays can happen at the supplier stage or with the courier that are outside of our control — for example stock availability, courier network delays, weather, or high-volume periods. We will let you know if we become aware of a delay affecting your order, but we cannot guarantee the estimated delivery window in every case.
4. Shipping costs
Shipping costs are calculated at checkout based on your delivery address and order weight. Orders over R500 qualify for free standard delivery to any South African address served by Aramex.
5. Tracking
Once your order is dispatched to Aramex you will receive an email containing your tracking number. You can track your delivery at aramex.co.za or via the Aramex app.
6. Delivery address
Please ensure your delivery address is accurate at the time of checkout. Novë Skin is not responsible for orders delivered to an incorrect address provided by the customer. If you need to change your delivery address after placing an order, contact us immediately at noveskin.co@gmail.com. Because your order is placed with our supplier shortly after payment, we cannot guarantee a change can be made once processing has begun.
7. Failed deliveries
If Aramex is unable to deliver your order due to no one being available to receive it, they will attempt re-delivery or hold the parcel at a collection point. It is your responsibility to follow up with Aramex using your tracking number if a delivery attempt is missed. Uncollected parcels returned to us may be subject to a re-delivery fee.
8. Damaged in transit
If your order arrives damaged, contact us within 48 hours of receiving it at noveskin.co@gmail.com with your order number and a clear photograph of the damage. Please see our Returns & Refund Policy for what happens next.
Contact us at noveskin.co@gmail.com with your order number. Please allow 1–2 business days for a response.