SHIPPING & DELIVERY POLICY

KOSMÉTIQUE

Effective date: 17 October 2026

1. Our Delivery Commitment

KOSMÉTIQUE is committed to ensuring that every order is handled with care, from the confirmation of purchase to its arrival at the designated delivery or collection point.

We currently serve customers throughout South Africa through the delivery options made available at checkout, including PAXI and PUDO, where applicable.

This policy explains our order-processing procedures, delivery arrangements, shipping charges, estimated timeframes, and the steps to follow when a delivery concern arises.

2. Order Processing

Orders are processed after the required payment has been successfully confirmed.

Processing includes order verification, stock confirmation, preparation, packaging, and arrangements for dispatch.

Processing times may vary depending on product availability, order volume, public holidays, and operational circumstances. Any applicable processing estimates will be communicated through our website or order correspondence.

An order confirmation does not necessarily mean that the order has been dispatched.

Customers will be notified of dispatch or tracking information when such information becomes available.

3. Delivery Methods

KOSMÉTIQUE offers delivery through the services displayed at checkout. These may include:

PAXI — delivery to an eligible PAXI collection point, subject to the provider's service coverage, collection procedures, and applicable terms.

PUDO — delivery through eligible PUDO locker or collection-point services, subject to availability, parcel requirements, and the provider's operating procedures.

The available service depends on the destination, parcel dimensions, weight restrictions, and the options supported by our fulfilment arrangements.

Customers should select their preferred available delivery method during checkout and ensure that the selected destination and contact details are correct.

4. Shipping Fees

Applicable shipping charges will be displayed at checkout before an order is completed.

Shipping fees may vary according to the selected delivery provider, destination, parcel requirements, and any applicable promotional offer.

Free shipping on qualifying orders over R1,000 is available in accordance with the conditions displayed for the promotion. Unless otherwise stated, the qualifying order value is determined by the promotion's checkout rules.

Any exclusions, limitations, or additional conditions applicable to a shipping offer will be communicated before the purchase is completed.

5. Dispatch and Delivery Timeframes

Order processing and carrier transit are separate stages of fulfilment.

The estimated dispatch or delivery timeframe applicable to an order will be communicated through our website, checkout information, or order correspondence, as appropriate.

Delivery estimates are provided in good faith but may be affected by factors including:

- Public holidays and weekends.

- Courier or collection-network delays.

- Weather conditions and operational disruptions.

- Incorrect or incomplete delivery information.

- Collection-point capacity or temporary service interruptions.

- Other circumstances affecting the relevant delivery provider.

Where a material delay becomes apparent, we will endeavour to communicate relevant information to the affected customer.

If an order is not delivered within the applicable agreed or legally required period, the customer may exercise any cancellation, refund, or other rights available under applicable law.

6. Tracking and Delivery Updates

Where tracking is available, tracking information will be shared with the customer once supplied by the relevant delivery provider.

Tracking updates may take time to appear or may not be refreshed continuously. Customers may use the relevant provider's tracking facilities to monitor the parcel's progress.

If tracking information appears incorrect, remains unchanged for an unusually long period, or indicates a delivery problem, please contact us at INFO@KOSMÉTIQUE.ART with your order number and available tracking details.

We will make reasonable efforts to assist with the enquiry.

7. Collection-Point Deliveries

For orders delivered to a PAXI or PUDO collection point, customers are responsible for reviewing the collection notification and following the provider's collection instructions.

Customers should collect their parcels within the period specified by the relevant provider and bring any identification, collection code, or other verification required.

Where a parcel is not collected within the provider's permitted collection period, it may be returned, redirected, or otherwise handled in accordance with the provider's procedures.

If a parcel is returned because it was not collected, we will contact the customer where reasonably possible to discuss the available next steps. Additional delivery charges may apply to a reshipment where lawful and disclosed before the arrangement is confirmed.

Any refund or other remedy will be assessed in accordance with the circumstances, our Return & Refund Policy, and applicable law.

8. Accuracy of Delivery Information

Customers are responsible for providing complete and accurate delivery or collection information at checkout.

Please verify the relevant details, including the recipient's name, telephone number, selected collection point, and any other information required by the delivery provider.

If you identify an error after placing an order, contact info@kosmetique.art as soon as possible.

We cannot guarantee that a requested change can be made once an order has entered fulfilment or been handed to a delivery provider. Any change will depend on the stage of processing and the provider's capabilities.

This provision does not remove any rights or obligations that apply under consumer law.

9. Missing, Damaged or Incorrect Orders

If your parcel arrives visibly damaged, appears to have been tampered with, contains an incorrect item, or appears to be missing, please contact us promptly.

To help us investigate, provide:

- Your order number.

- A description of the issue.

- Photographs of any visible damage or incorrect items, where available.

- Relevant tracking information, where applicable.

Please retain the packaging and other relevant materials while the matter is being investigated, where reasonably possible.

We will review the information and determine the appropriate next steps in accordance with the circumstances and applicable law.

Customers are not required to surrender statutory consumer rights merely because a parcel has been handed to a third-party delivery provider.

10. Delivery Exceptions and Unforeseen Circumstances

Occasionally, delivery may be affected by events outside the ordinary fulfilment process, including severe weather, transport disruptions, security incidents, or temporary service interruptions.

Where such circumstances arise, we will endeavour to provide reasonable updates and assist with available alternatives.

Nothing in this section automatically releases KOSMÉTIQUE from its contractual or statutory responsibilities. Any cancellation, refund, or alternative arrangement will be handled in accordance with the applicable transaction terms and law.

11. International Shipping

Our current delivery arrangements are intended for customers within South Africa.

International shipping is not offered unless expressly made available through our website or confirmed directly by KOSMÉTIQUE.

Customers should not assume that an international delivery arrangement is available unless it has been confirmed before purchase.

12. Changes to This Policy

KOSMÉTIQUE may update this policy to reflect changes in delivery providers, fulfilment procedures, promotional arrangements, or applicable legal requirements.

The current version will be published on our website with its latest update date.

Changes will not unlawfully alter the rights or obligations applicable to an existing order.

13. Contact and Delivery Assistance

For shipping enquiries, delivery concerns, or assistance with an existing order, please contact:

KOSMÉTIQUE

Email: INFO@KOSMÉTIQUE.ART

Please include your order number and any relevant tracking information to help us assist you efficiently.

We are committed to providing clear communication and a considered experience throughout the delivery process.