Shipping policy
Order processing
Orders are processed within 1 to 2 business days (Monday to Friday, excluding public holidays). Orders placed after [3pm], on weekends, or on public holidays are processed the next business day. You'll receive a confirmation email when your order is placed and a shipping email with tracking once it's dispatched.
2. Where our products ship from
Local products (skin care, body care, wellness)
Shipped from South Africa by courier.
Delivery: [3 to 5] business days after dispatch.
Cost: flat rate of R120 Free shipping on orders over R700
International products (imported accessories and lifestyle items)
Shipped from overseas through our fulfilment partner.
Delivery: [7 to 14] business days after dispatch. The estimate appears on each product page.
Cost: calculated at checkout or included in the product price.
These parcels may be subject to customs inspection and may take longer.
Mixed orders
If you order local and international items together, they ship separately and arrive at different times. You'll receive separate tracking details for each parcel.
3. International customers (include only if you ship outside South Africa)
We ship to selected countries listed at checkout. Delivery times are [10 to 30] business days. Customers are responsible for any customs duties, import taxes, or clearance fees charged by their country.
4. Tracking
Tracking links are sent by email once your order ships. Tracking on international parcels may take 2 to 5 days to update, and may not show every step of the journey.
5. Delays
Delivery times are estimates, not guarantees. Delays can be caused by:
Courier or postal service issues
Customs clearance
Public holidays, sale periods, and peak seasons
Weather, strikes, or other events outside our control
Incorrect or incomplete delivery details
If your order hasn't arrived within 7 business days of the maximum estimate, contact us and we'll investigate with the courier.
6. Customer responsibilities
Provide a complete, accurate delivery address and a working phone number.
Check your details before paying. We can't change an address after dispatch.
Be available to receive the parcel, or arrange for someone to collect it.
Report problems promptly (see section 8).
For international orders, pay any customs fees or import taxes.
7. Our responsibilities
Process and ship orders within the stated time.
Send tracking details and keep you updated on known delays.
Pack products securely.
Help resolve lost, delayed, or damaged parcels.
Replace or refund eligible orders as described below and in our Returns & Refund Policy.
8. Lost, damaged, or incorrect orders
Contact us within [7] days of the delivery date (or the final estimated delivery date for lost parcels) with:
Your name and order number
A description of the problem
Photos, for damaged or incorrect items
We'll investigate and, if the claim is valid, offer a replacement or refund. Please keep the packaging until we've resolved it.
9. Failed deliveries and wrong addresses
If a parcel is returned to us because of an incorrect address or failed delivery attempts, the customer is responsible for the cost of reshipping.
If an order is delivered to the address provided but is not received, we can't be held responsible, but we'll help you follow up with the courier.
10. Contact us
Email: lioracareco@gmail.com
Phone / WhatsApp: +27 64 750 4645
Hours: Monday to Friday, [9am to 5pm]