Shipping policy
Shipping & Delivery
Thank you for shopping with NeoGlow. We're based in South Africa and currently deliver within South Africa only. We do not offer international shipping at this stage.
Processing Time
Most NeoGlow orders will be prepared for dispatch within 2–5 business days of order confirmation. Some made-to-order, personalised, pre-order or special products may require additional processing time — where this applies, it will be stated on the relevant product page.
Delivery After Dispatch
Once your order has been collected by our courier, delivery within South Africa is generally expected within approximately 2–5 business days, depending on your destination, the service selected and any circumstances affecting the courier network.
As a guide, customers should generally allow approximately 4–10 business days from order confirmation to delivery, unless a different lead time is stated on the product page. These are estimates, not guaranteed delivery dates.
Order Tracking
Where tracking is available, tracking details will be provided once your order has been dispatched. Please allow some time for tracking information to update after collection.
Shipping Costs
Shipping fees are calculated at checkout based on your delivery address and the available delivery option. The applicable fee will be clearly displayed before you complete your purchase.
Delivery Address
Please ensure that your delivery address is accurate and complete at the time of ordering. Where a delivery requires someone to be present to receive the parcel, please ensure that someone is available at the address on the expected delivery day. NeoGlow cannot be held responsible for failed or delayed deliveries resulting from an incorrect or incomplete address. If a delivery cannot be completed due to an incorrect address or a failed delivery attempt, any additional redelivery costs charged by the courier may be for the customer's account.
Delivery Delays
NeoGlow will make reasonable efforts to have orders delivered within the estimates above. However, courier delays, severe weather, peak shopping periods and other circumstances outside our reasonable control may occasionally affect delivery timelines. These estimates are provided in good faith and are not guaranteed. We will assist customers where reasonably possible in these situations.
Damaged, Incorrect or Lost Orders
Damaged or incorrect items: If your order arrives damaged or incorrect, please contact us as soon as possible at hello@neoglow.co.za with your order number, a description of the issue, and photographs where appropriate. We will work with you to resolve the matter promptly.
Delayed or lost orders: If your order appears to be delayed or lost in transit, please contact us at hello@neoglow.co.za with your order number so that we can investigate the shipment with the courier. We will keep you informed as the investigation progresses.