Shipping policy

SECTION 5 – SHIPPING, DELIVERY AND RISK

5. Shipping and Delivery

Cosmetic Connection delivers products throughout South Africa using approved third-party courier partners and, where available, offers Click & Collect from selected Cosmetic Connection stores.

Delivery options, estimated delivery times and applicable delivery charges will be communicated during the checkout process and may vary depending on:

• the customer's delivery location;
• product availability;
• order size;
• public holidays;
• courier schedules; and
• unforeseen operational circumstances.

Delivery timeframes are estimates only and are not guaranteed unless expressly agreed in writing.

5.1 Delivery Address

Customers are solely responsible for ensuring that the delivery address supplied during checkout is complete and accurate.

This includes:

• recipient name;
• company name (where applicable);
• street address;
• suburb;
• city;
• postal code;
• contact telephone number; and
• any special delivery instructions.

Cosmetic Connection shall not be liable for delays, failed deliveries, additional delivery charges or losses arising from incorrect or incomplete delivery information provided by the customer.

5.2 Delivery Attempts

Our courier partners will make delivery attempts in accordance with their operational procedures.

Where a customer is unavailable to receive an order, the courier may:

• make an additional delivery attempt;
• contact the customer to arrange delivery;
• redirect the parcel to a collection point where available; or
• return the parcel to Cosmetic Connection.

Additional courier charges resulting from failed delivery attempts may be charged to the customer.

5.3 Refused Deliveries

If a customer refuses to accept delivery of an order, or refuses to collect an order from a Click & Collect location or authorised collection point without lawful grounds under the Consumer Protection Act, the order shall be regarded as a customer return.

Once the order has been returned to Cosmetic Connection and inspected, Cosmetic Connection may, where legally permitted:

• deduct all courier charges incurred;
• deduct return shipping costs;
• deduct reasonable handling and restocking costs;
• deduct any additional operational expenses reasonably incurred in processing the return; and
• refund the remaining balance to the original payment method, where applicable.

Where the returned goods are damaged, incomplete, opened, used or no longer in a saleable condition, Cosmetic Connection reserves the right to refuse any refund to the extent permitted by law.

Nothing in this section limits a customer's statutory rights under the Consumer Protection Act.

5.4 Delivery Delays

Although Cosmetic Connection makes every reasonable effort to dispatch and deliver orders promptly, delivery may be delayed due to circumstances beyond our reasonable control, including but not limited to:

• adverse weather conditions;
• road closures;
• accidents;
• public unrest;
• strikes;
• power outages;
• supplier delays;
• courier delays;
• customs inspections;
• stock shortages;
• pandemics;
• system failures; or
• any event constituting force majeure.

Cosmetic Connection shall not be liable for any indirect, consequential or financial losses arising from delivery delays beyond its reasonable control.

Where a significant delay is anticipated, Cosmetic Connection will make reasonable efforts to keep the customer informed.

5.5 Partial Deliveries

Where part of an order is unavailable or delayed, Cosmetic Connection may, at its discretion:

• dispatch available products separately;
• delay the entire order until all items become available;
• substitute an item only with the customer's consent;
• refund unavailable products; or
• agree upon another reasonable solution with the customer.

No additional delivery charges will be imposed on the customer for separate deliveries resulting solely from Cosmetic Connection's operational requirements unless agreed beforehand.

5.6 Delivery Inspection

Customers are encouraged to inspect their parcel immediately upon delivery.

If the outer packaging appears:

• damaged;
• tampered with;
• opened;
• crushed; or
• otherwise compromised,

the customer should note the condition on the courier's delivery record where possible and notify Cosmetic Connection as soon as reasonably possible.

Failure to report visible transport damage immediately may affect Cosmetic Connection's ability to recover losses from the courier.

5.7 Damaged or Missing Items

If a customer believes that:

• products are missing;
• incorrect products have been supplied;
• products have been damaged during transit; or
• an order is incomplete,

the customer should notify Cosmetic Connection as soon as reasonably possible after receiving the order.

Customers may be requested to provide:

• photographs of the parcel;
• photographs of the damaged products;
• photographs of the shipping label;
• proof of purchase; and
• any other information reasonably required to investigate the matter.

Cosmetic Connection reserves the right to inspect the goods before determining the appropriate remedy.

5.8 Transfer of Risk

Risk in the goods passes to the customer when:

• the goods are delivered to the delivery address nominated by the customer;
• the goods are accepted by the customer or a person apparently authorised to receive them on the customer's behalf; or
• the customer or their authorised representative collects the goods from a Cosmetic Connection store or authorised collection point.

Ownership of the goods shall remain with Cosmetic Connection until full payment has been received and cleared.

5.9 Delivery to Third Parties

Where the customer instructs Cosmetic Connection to deliver goods to a third party, acceptance of the goods by that third party shall constitute delivery to the customer.

Cosmetic Connection shall not be responsible for disputes between the customer and any third party nominated to receive the goods.

5.10 Delivery Charges

Delivery charges are calculated during checkout based on factors including:

• destination;
• parcel weight;
• parcel dimensions;
• delivery method selected; and
• courier rates.

Delivery charges are non-refundable once the courier service has been performed, except where required by law or where the delivery failure is solely attributable to Cosmetic Connection.

5.11 International Deliveries

Unless expressly stated otherwise, Cosmetic Connection supplies products for delivery within the Republic of South Africa only.

Where international delivery is arranged by special agreement:

• the customer is responsible for all customs duties, import taxes, permits and regulatory compliance in the destination country;
• Cosmetic Connection accepts no responsibility for customs delays or import restrictions; and
• additional terms may apply.

5.12 Force Majeure

Cosmetic Connection shall not be liable for any failure or delay in fulfilling delivery obligations where such failure or delay results from events beyond its reasonable control, including but not limited to:

• natural disasters;
• fire;
• flood;
• war;
• civil unrest;
• terrorism;
• pandemics;
• strikes;
• supplier failures;
• courier disruptions;
• cyber-attacks;
• government action;
• utility failures; or
• any other force majeure event.

During such events, Cosmetic Connection's obligations shall be suspended for the duration of the event without incurring liability for any resulting delay.

SECTION 6 – CLICK & COLLECT

6. Click & Collect

Cosmetic Connection offers a Click & Collect service at selected Cosmetic Connection stores for the convenience of customers.

The availability of Click & Collect is subject to stock availability, store participation and operational capacity.

Customers selecting Click & Collect agree to the terms contained in this section in addition to the remainder of this Refund and Order Policy.

6.1 Collection Notification

An order selected for Click & Collect may not be collected immediately after payment unless the customer has received confirmation from Cosmetic Connection that the order is ready for collection.

Customers will receive a collection notification by email, SMS, WhatsApp or any other communication method used by Cosmetic Connection once:

• payment has been successfully received;
• stock has been allocated;
• the order has been picked and packed;
• quality checks have been completed; and
• the order is ready for collection.

Customers should not travel to the selected collection store until they have received confirmation that their order is ready.

6.2 Collection Requirements

To protect customers against fraud and unauthorised collections, Cosmetic Connection reserves the right to request verification before releasing any order.

Customers collecting an order may be required to present:

• the order confirmation;
• proof of purchase;
• a valid South African identity document, passport or driver's licence;
• the payment card used for the transaction where applicable; or
• any other reasonable proof of identity requested by Cosmetic Connection.

Failure to provide satisfactory identification may result in Cosmetic Connection refusing to release the order until ownership has been verified.

6.3 Collection by an Authorised Representative

Customers may authorise another person to collect an order on their behalf.

The authorised representative may be required to provide:

• the order number;
• written authorisation from the customer;
• proof of the customer's identity where reasonably required;
• their own valid identification document; and
• any additional information reasonably requested to verify the collection.

Cosmetic Connection reserves the right to refuse collection where the representative cannot satisfactorily verify their authority to collect the order.

6.4 Collection Period

Customers are encouraged to collect their orders as soon as reasonably possible after receiving notification that the order is ready.

Unless otherwise communicated by Cosmetic Connection, orders should be collected within 14 calendar days from the date of the collection notification.

Where a customer requires additional time, they should contact Cosmetic Connection before the expiry of the collection period. Cosmetic Connection may, at its sole discretion, extend the collection period.

6.5 Uncollected Orders

If an order is not collected within the applicable collection period and Cosmetic Connection has not received any communication from the customer, Cosmetic Connection reserves the right to:

• cancel the order;
• return the goods to warehouse stock;
• deduct any reasonable administration, handling or payment processing costs where permitted by law; and
• refund any remaining amount to the original payment method where applicable.

Nothing in this clause limits any rights afforded to customers under the Consumer Protection Act.

6.6 Inspection Upon Collection

Customers are encouraged to inspect their order before leaving the collection point.

Where reasonably possible, customers should verify:

• product quantities;
• product variants;
• product condition;
• promotional items included with the order; and
• any visible damage.

Any discrepancies identified at the time of collection should be reported immediately to the Cosmetic Connection employee assisting with the collection.

6.7 Risk and Responsibility

Risk in the goods passes to the customer immediately upon:

• collection by the customer; or
• collection by the customer's authorised representative.

After collection has taken place, Cosmetic Connection shall not be responsible for:

• accidental damage;
• loss;
• theft;
• deterioration caused by improper storage or transport; or
• any damage occurring after the goods have left the collection point.

Ownership of the goods shall remain vested in Cosmetic Connection until full payment has been received and cleared.

6.8 Incorrect or Damaged Goods

If the customer discovers after collection that:

• incorrect goods were supplied;
• products are damaged;
• products are defective; or
• items are missing,

the customer should notify Cosmetic Connection as soon as reasonably possible.

Customers may be requested to provide:

• proof of purchase;
• photographs of the goods;
• details of the issue; and
• any additional information reasonably required to investigate the matter.

Any remedy will be provided in accordance with this Refund and Order Policy and the Consumer Protection Act where applicable.

6.9 Failure to Collect Due to Cosmetic Connection

Where Cosmetic Connection is unable to make an order available for collection within a reasonable time due to operational reasons, stock shortages or circumstances beyond its control, Cosmetic Connection may:

• provide an updated collection date;
• offer a suitable substitute with the customer's consent;
• arrange delivery where practical; or
• cancel the affected order and provide a refund where appropriate.

6.10 Fraud Prevention

Cosmetic Connection reserves the right to delay or refuse the release of any Click & Collect order where fraud, payment irregularities or suspicious activity is suspected.

Additional verification may be requested before the order is released.

Where fraudulent activity is confirmed or reasonably suspected, Cosmetic Connection may cancel the order, reverse the transaction where possible and report the matter to the appropriate authorities.

6.11 Limitation of Liability

Cosmetic Connection shall not be liable for any indirect, consequential or incidental loss arising from:

• delayed collection by the customer;
• failure to collect within the prescribed period;
• unauthorised persons collecting goods using information supplied by the customer;
• customer negligence after collection; or
• circumstances beyond Cosmetic Connection's reasonable control.

SECTION 21 – COMPANY INFORMATION, CONTACT DETAILS, EFFECTIVE DATE AND POLICY ACCEPTANCE

21. Company Information

This Policy applies to all products and services supplied by the following Cosmetic Connection entities:

Cosmetic Connection eCommerce (Pty) Ltd

Registration Number: 2020/595141/07
VAT Number: 4240292526

This entity is responsible for all purchases placed through the official Cosmetic Connection online store, website and other authorised online sales channels.

Cosmetic Connection (Pty) Ltd

Registration Number: 1999/010351/07
VAT Number: 4790182432

This entity is responsible for all purchases made at Cosmetic Connection's physical retail stores.

Throughout this Policy, the term "Cosmetic Connection" refers collectively to the above entities, together with their authorised employees, representatives and agents acting within the scope of their authority, unless the context indicates otherwise.

21.1 Contact Details

Customers may contact Cosmetic Connection regarding:

• orders;
• deliveries;
• Click & Collect;
• returns;
• refunds;
• defective products;
• warranty claims;
• exchanges where applicable;
• complaints;
• privacy requests;
• promotions;
• competitions; or
• general customer service.

Customer Support Email: support@cosweb.co.za

Social Media Support Email: socialsupport@cosweb.co.za

Landline: (051) 250-4011

WhatsApp Support: (066) 194-1099

Customers are encouraged to use the appropriate contact method to ensure that enquiries are directed to the relevant department and resolved as efficiently as possible.

21.2 Business Hours

Cosmetic Connection's customer service and operational business hours are as follows:

Summer Trading Hours (September – May)

Winter Trading Hours (June – August)

Customer service enquiries received outside the above business hours will be attended to as soon as reasonably practicable during the next business day.

Cosmetic Connection reserves the right to amend its trading hours from time to time due to operational requirements, special trading days, public holiday regulations, extraordinary circumstances or other business needs. Any changes will be communicated through Cosmetic Connection's official communication channels where reasonably practicable.

21.3 Effective Date

This Policy becomes effective on the date specified below and remains in force until amended or replaced by Cosmetic Connection.

Effective Date: 01-July-2026

21.4 Policy Version

This document constitutes the official version of the Cosmetic Connection Policy.

Policy Version: CosmeticConnectionPV2.001

Last Updated: 01-July-2026

Cosmetic Connection reserves the right to publish updated versions from time to time.

21.5 Previous Policies

From the Effective Date, this Policy supersedes all previous versions of Cosmetic Connection's applicable policies relating to the same subject matter.

Transactions completed before the Effective Date shall remain subject to the policy applicable at the time of the transaction unless otherwise required by law.

21.6 Acceptance of this Policy

By:

• accessing the Cosmetic Connection website;
• creating a customer account;
• placing an order;
• purchasing products;
• collecting products;
• accepting delivery of products; or
• otherwise transacting with Cosmetic Connection,

the customer confirms that they have had a reasonable opportunity to read this Policy and agree to be bound by it to the extent permitted by applicable law.

Where mandatory consumer rights apply under the Consumer Protection Act or any other applicable legislation, those rights shall prevail over any inconsistent provision contained in this Policy.

21.7 Electronic Acceptance

Customers acknowledge that acceptance of this Policy may occur electronically, including by:

• completing an online purchase;
• clicking an "I Accept", "Proceed to Checkout" or similar confirmation button;
• creating an online account;
• making payment for an order; or
• continuing to use Cosmetic Connection's online services after being notified of amendments to this Policy where such continued use constitutes acceptance under applicable law.

Electronic acceptance shall have the same legal force and effect as a handwritten signature where recognised by South African law.

21.8 Language

This Policy is published in English.

Should Cosmetic Connection provide translated versions for convenience, the English version shall prevail in the event of any inconsistency, unless otherwise required by law.

21.9 No Partnership or Agency

Nothing contained in this Policy creates:

• a partnership;
• a joint venture;
• an employment relationship; or
• an agency relationship

between Cosmetic Connection and any customer.

Customers act solely as purchasers of products or services unless otherwise agreed in writing.

21.10 Customer Acknowledgement

The customer acknowledges that:

• this Policy has been drafted to comply with applicable South African legislation;
• statutory consumer rights remain unaffected by any provision that cannot lawfully be limited or excluded;
• Cosmetic Connection may amend this Policy in accordance with its amendment provisions;
• customers remain responsible for reviewing the latest published version before placing future orders; and
• continued transactions with Cosmetic Connection constitute acceptance of the most recent applicable version of this Policy where permitted by law.

21.11 Interpretation

If any uncertainty arises regarding the interpretation of this Policy, it shall be interpreted:

• consistently with applicable South African legislation;
• in a manner that gives effect to consumers' mandatory statutory rights; and
• in accordance with the ordinary commercial meaning of its provisions.

21.12 Final Reservation of Rights

Cosmetic Connection reserves all rights, remedies and protections available under:

• the Consumer Protection Act 68 of 2008;
• the Electronic Communications and Transactions Act 25 of 2002;
• the Protection of Personal Information Act 4 of 2013;
• the Companies Act 71 of 2008;
• the common law of South Africa; and
• any other applicable legislation.

Nothing contained in this Policy shall be interpreted as limiting any right or remedy that Cosmetic Connection or a consumer may have under applicable law.