Shipping policy

DREAMFACE™ SHIPPING & DELIVERY POLICY

Effective Date: 9 September 2026
Last Updated: 9 September 2026

At Dreamface™, we want your Dreamface™ Eye Revival Gel Masks to arrive safely and conveniently at your door.

This Shipping & Delivery Policy explains how we process, dispatch and deliver orders within South Africa.

This policy should be read together with our Return, Refund & Exchange Policy and Terms & Conditions.

Nothing in this policy is intended to exclude or limit any consumer right that cannot lawfully be excluded under South African law.

1. Where We Deliver

Dreamface™ currently delivers orders to addresses within South Africa.

Orders are delivered using Aramex Store-to-Door Courier or another delivery service selected by Dreamface™ where necessary.

Aramex Store-to-Door provides door-to-door delivery and offers tracking and delivery updates for shipments.

2. Delivery Time

Estimated delivery: 8–11 business days

Please allow approximately:

8–11 business days from order processing to delivery.

A business day means Monday to Friday and excludes South African public holidays and days on which the relevant courier or Dreamface™ is not operating.

The 8–11 business-day period is an estimated delivery timeframe, not a guaranteed specific delivery date, unless Dreamface™ has expressly agreed otherwise in writing.

Your order may arrive earlier than the estimated timeframe.

Remote, regional and outlying delivery areas may take longer.

Aramex states that Store-to-Door deliveries to main centres can generally take 24–72 business hours, while remote/outlying areas may take longer because service frequency cannot always be guaranteed.

3. Order Processing

Orders are generally processed after payment has been successfully received.

Orders may require additional processing time where:

payment requires verification;
the delivery address is incomplete or incorrect;
additional information is required from the customer;
an item is temporarily unavailable;
an order contains an unusual quantity of products;
there are operational disruptions; or
circumstances outside Dreamface™'s reasonable control affect fulfilment.

Dreamface™ will make reasonable efforts to process orders as promptly as possible.

4. Courier Delivery

Once your order has been handed to the courier, you will receive tracking information where tracking is available.

The courier may contact you using the contact information provided during checkout.

Customers are responsible for ensuring that their:

name;
telephone number;
email address;
street address;
suburb;
postal code; and
other delivery information

are accurate and complete.

5. Delivery Address

Dreamface™ delivers to the address supplied by the customer at checkout.

Please carefully check your delivery information before completing your order.

Dreamface™ is not responsible for delivery problems caused by an incorrect, incomplete or inaccurate delivery address supplied by the customer.

If an order has already been dispatched and the customer provides an incorrect address, any additional delivery, redirection or related charges imposed by the courier may be payable by the customer, where legally permissible.

6. Failed Delivery Attempts

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

If delivery cannot be completed because:

nobody is available to receive the parcel;
the address cannot be located;
the address is incomplete or incorrect;
the recipient refuses delivery;
the recipient cannot be contacted;
access to the premises is unavailable; or
another circumstance attributable to the recipient prevents delivery,

the courier may make further arrangements in accordance with its applicable procedures.

Aramex's Store-to-Door terms provide for circumstances where goods are not accepted at the appropriate time and place and may permit storage at the customer's risk and expense in accordance with its terms.

Dreamface™ may contact the customer where additional information or action is required.

7. Courier Delays

Dreamface™ uses an independent third-party courier service for delivery.

Although Dreamface™ will make reasonable efforts to dispatch orders promptly and provide accurate delivery information, Dreamface™ does not control the courier's transportation network, drivers, routes, sorting facilities, operating schedules or unforeseen delivery disruptions.

Accordingly, Dreamface™ is not responsible for delays caused solely by circumstances outside Dreamface™'s reasonable control, including but not limited to:

courier network delays;
courier backlogs;
unusually high delivery volumes;
weather conditions;
floods;
fires;
strikes or labour disruptions;
road closures;
traffic disruptions;
accidents;
vehicle breakdowns;
civil unrest;
power outages;
infrastructure failures;
natural disasters;
government restrictions;
security incidents;
incorrect or incomplete customer information;
failed delivery attempts;
remote-area delivery limitations;
circumstances affecting the courier's operations; or
other events beyond Dreamface™'s reasonable control.

However, this clause does not mean that Dreamface™ can disregard its obligations under South African consumer law.

If Dreamface™ fails to fulfil an order within the delivery period agreed with the customer, the customer's applicable statutory rights remain unaffected. Under section 46 of ECTA, where a supplier fails to execute an online order within the agreed period, the consumer may cancel the agreement with seven days' written notice.

8. Important: 8–11 Business Days

By placing an order through the Dreamface™ website, the customer acknowledges that:

The estimated delivery timeframe is 8–11 business days and that actual delivery may be affected by the courier's operations and circumstances outside Dreamface™'s reasonable control.

The customer should therefore not place an order where delivery by a particular date is essential unless Dreamface™ has expressly confirmed that date in writing.

Dreamface™ does not guarantee delivery by a particular birthday, wedding, holiday, event, photoshoot, travel date or other personal deadline unless expressly agreed in writing.

9. Public Holidays

South African public holidays are not counted as business days.

Orders placed immediately before, during or immediately after public holidays may therefore take longer to arrive.

During major promotional periods, Black Friday, festive periods or other periods of unusually high order volumes, processing and courier transit times may also be longer.

Dreamface™ will make reasonable efforts to communicate significant anticipated delays where practicable.

10. Remote & Outlying Areas

Delivery to remote, regional or outlying areas may take longer than delivery to major metropolitan centres.

Additional courier charges may apply to certain remote delivery locations.

Where an additional charge is imposed by the courier and Dreamface™ is unable to absorb that charge, Dreamface™ may contact the customer before completing delivery arrangements.

Aramex specifically states that additional charges can apply to certain special delivery areas and that remote/outlying areas may have longer transit times.

11. Tracking Your Order

Where available, Dreamface™ will provide the customer with a tracking number or tracking information.

Customers can use the applicable courier tracking system to monitor their shipment.

Once the parcel has been handed to the courier, delivery updates may be provided directly by the courier.

12. Delays After Dispatch

Once a parcel has been handed to Aramex, Dreamface™ may have limited ability to control the parcel's movement.

If tracking indicates that a parcel is delayed, customers should contact Dreamface™ so that we can reasonably assist with an enquiry.

Dreamface™ may contact the courier on the customer's behalf where appropriate.

Please do not place multiple replacement orders while an original parcel is still in transit without first contacting Dreamface™.

13. Lost Parcels

If a parcel appears to have been lost in transit, Dreamface™ will reasonably investigate the matter with the courier.

Where Dreamface™ or the courier is legally responsible for the loss, the applicable remedy will be provided in accordance with South African law and the applicable courier terms.

Aramex Store-to-Door provides limited goods-in-transit cover subject to its applicable terms and conditions. Its current Store-to-Door information states that R1,000 Marine GIT cover is available, with a R100 excess, and that the cover applies to new goods for loss and damage subject to the insurer's terms.

14. Damaged Parcels

Please inspect your parcel when you receive it.

If your Dreamface™ order arrives visibly damaged, leaking, opened or otherwise compromised, please contact us as soon as reasonably possible.

Where possible, retain:

the parcel;
outer packaging;
shipping label;
product packaging; and
any damaged contents.

Photographs may be requested to assist with the investigation.

This does not limit any statutory rights the customer may have in relation to defective or damaged goods.

15. Incorrect or Missing Products

If you receive an incorrect product or an item appears to be missing, please contact Dreamface™ as soon as reasonably possible.

Please provide:

your order number;
the product ordered;
the product received; and
photographs where applicable.

Dreamface™ will investigate and provide the appropriate remedy where an error has occurred.

16. Customer Responsibility for Delivery Information

Dreamface™ cannot be held responsible for delays or failed delivery attempts resulting from information supplied incorrectly by the customer.

This includes, for example:

incorrect house number;
incorrect street;
incorrect suburb;
incorrect postal code;
incorrect telephone number;
incomplete address;
incorrect business name;
missing apartment/unit number; or
failure to provide access instructions where reasonably necessary.

Where additional courier charges arise because of incorrect information supplied by the customer, the customer may be responsible for those charges where permitted by law.

17. Refusal of Delivery

Customers should not refuse delivery merely because a courier has experienced a delay.

If you believe that your order is defective, damaged, incorrect or otherwise does not comply with your purchase, please contact Dreamface™ so that we can assist you in accordance with our Return, Refund & Exchange Policy and applicable South African law.

18. Delivery Risk

For South African consumer transactions, Dreamface™ will comply with applicable statutory rules regarding when risk in the goods passes to the consumer.

Dreamface™ does not intend this policy to transfer statutory delivery risk to the customer prematurely or to exclude any consumer protection that cannot legally be excluded.

The CPA's general delivery provisions state that, where applicable, goods to be delivered remain at the supplier's risk until the consumer accepts delivery.

19. Force Majeure / Events Outside Our Control

Dreamface™ will not be responsible for failure or delay caused by circumstances that are genuinely beyond our reasonable control.

Examples include:

natural disasters;
extreme weather;
floods;
fires;
epidemics or pandemics;
war;
civil unrest;
riots;
strikes;
government action;
infrastructure failures;
national emergencies;
major telecommunications failures;
electricity failures;
courier network failures; or
other extraordinary circumstances beyond Dreamface™'s reasonable control.

Where such an event occurs, Dreamface™ will make reasonable efforts to resume normal fulfilment and delivery as soon as reasonably practicable.

This clause does not remove any statutory cancellation, refund or other consumer remedy that applies under South African law.

20. Delivery Estimates Are Not Guarantees

Unless Dreamface™ expressly provides a guaranteed delivery date in writing:

All delivery timeframes displayed by Dreamface™ are estimates.

The estimated delivery period is:

8–11 business days

Actual delivery times may vary depending on the destination and circumstances affecting the courier network.

21. Orders Not Delivered Within the Agreed Period

Dreamface™ will make reasonable efforts to fulfil orders within the agreed delivery period.

If Dreamface™ is unable to fulfil an order within the applicable agreed period, the customer's statutory rights under South African law will apply.

Under section 46 of ECTA, where an online supplier fails to execute an order within the agreed period, the consumer may cancel the agreement with seven days' written notice.

Dreamface™ will not use this Shipping Policy to unlawfully prevent a customer from exercising a statutory right.

22. Contact Us

For shipping enquiries, please contact:

Dreamface™ Customer Support

Email: [INSERT EMAIL]
WhatsApp: [INSERT NUMBER]
Website: [INSERT WEBSITE]

Please include your order number when contacting us about an existing order.