Shipping Policy
LUMORA ESSENCE
Last updated: 8 October 2026
Thank you for shopping with Lumora Essence. This Shipping Policy explains how orders are processed, prepared, shipped and delivered.
1. ORDER PROCESSING
Orders are processed after successful payment confirmation.
We aim to prepare orders as promptly as reasonably possible. Processing times may vary depending on product availability, supplier lead times, order volumes, weekends and public holidays.
Some products may be sourced from our suppliers after an order has been placed. Where this applies, additional preparation time may be required.
If an unexpected delay affects your order, we will communicate with you as soon as reasonably possible and explain the available options.
2. DELIVERY AREAS
Lumora Essence currently offers shipping within South Africa only.
We do not offer international shipping at this stage.
Delivery availability may depend on the destination, courier coverage and the services available at checkout.
3. SHIPPING METHODS AND DELIVERY TIMES
Lumora Essence uses Bob Go and its participating courier partners to arrange deliveries.
Where available, customers may choose between:
- Standard Shipping: An economical delivery option, generally estimated at 2–3 business days after dispatch.
- Express Shipping: A faster delivery option, generally estimated at 1–2 business days after dispatch.
Overall Delivery Timeframe
Please allow approximately 3–20 business days for delivery, including any applicable supplier sourcing, order preparation and courier transit time. Your order may arrive sooner than expected.
This is an estimated overall timeframe, not a guaranteed delivery date. Actual courier transit times may vary depending on the selected service and destination. We will communicate any significant delays and the available options in accordance with applicable South African consumer law.
Order preparation and supplier sourcing time are separate from courier delivery time.
Courier services, estimated delivery times and shipping charges will be displayed at checkout where available.
4. SHIPPING COSTS
Shipping costs are calculated based on factors such as parcel weight, dimensions, delivery destination and available courier services.
Applicable shipping charges will be displayed during checkout before payment is completed.
Shipping charges are payable by the customer unless a promotion or other arrangement expressly provides otherwise.
5. DELIVERY ADDRESS AND CONTACT INFORMATION
Customers are responsible for providing accurate and complete delivery information, including:
- Recipient name
- Delivery address and suburb
- Postal code
- Contact telephone number
- Email address
Incorrect or incomplete details may result in delays or additional courier charges.
If you notice an error in your delivery information, please contact enquiries@lumora-essence.co.za as soon as possible.
We will make reasonable efforts to assist, but changes may not always be possible once a shipment has been booked or dispatched.
6. ORDER TRACKING AND NOTIFICATIONS
Where tracking is available, customers will receive shipment information after their order has been prepared and dispatched.
Shipping and tracking notifications may be sent through email, WhatsApp or SMS using Bob Go and its participating delivery services.
Customers can also check their shipment status using the Track Your Order page on the Lumora Essence website.
Tracking updates depend on information received from the relevant courier and may not always appear immediately.
7. DELIVERY DELAYS
Delivery estimates may be affected by circumstances including:
- Courier operational delays
- Adverse weather conditions
- Public holidays and weekends
- Remote or outlying delivery areas
- Incorrect or incomplete delivery details
- Supplier or stock availability
- Events outside our reasonable control
Where we become aware of a significant delay, we will make reasonable efforts to assist and communicate with the customer.
Nothing in this section limits any rights or remedies available under applicable South African consumer law.
8. LOST OR DAMAGED ORDERS
If your order arrives damaged, please contact us as soon as reasonably possible at:
enquiries@lumora-essence.co.za
Please provide your order number, a description of the problem and, where available, photographs of the damaged product and packaging.
If your parcel appears to be lost in transit, contact us so that we can investigate with Bob Go and the relevant courier.
Where goods are lost, damaged or defective, we will assess the circumstances and provide an appropriate resolution in accordance with applicable South African law and our Return & Refund Policy.
9. DELIVERY CONFIRMATION
Courier tracking information may be used to help establish when and where a parcel was delivered.
If tracking shows that your order was delivered but you have not received it, please contact us promptly.
We will assist in investigating the matter with the relevant courier.
A courier’s delivery scan does not, by itself, remove any rights you may have under applicable consumer protection legislation.
10. FAILED DELIVERY ATTEMPTS
If a courier cannot complete a delivery because the recipient is unavailable or the address cannot be located, the courier may attempt redelivery or provide further instructions.
Additional charges may apply in some circumstances, particularly where incorrect information supplied by the customer results in a new delivery arrangement.
Any applicable additional charges will be communicated where reasonably possible.
11. INTERNATIONAL SHIPPING
Lumora Essence currently ships to addresses within South Africa only.
International shipping is not available at launch. We may introduce additional delivery destinations in the future, in which case this policy will be updated.
12. CHANGES TO THIS SHIPPING POLICY
We may update this Shipping Policy to reflect changes in our courier arrangements, shipping services, business operations or applicable legal requirements.
The latest version will be available on our website with an updated revision date.
13. CONTACT US
For questions about shipping, delivery, tracking or damaged parcels, please contact:
Lumora Essence
Website: https://lumora-essence.co.za