Shipping, delivery and product returns

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Shipping, delivery and product returns

 


How do l know if I will receive my Express delivery in my area?

 

Express delivery can only be guaranteed for key metropolitan areas if you are outside of this area your order will still be rushed and delivered as soon as your area is serviced. This may fall outside of the working days indicated below:

For a list of Post Codes that can guarantee Express deliver please click below:

Carrier

Service

Lead-time

Post Code Breakdown

Dawn Wing

Economy

4-6 working days

Dawn Wing

Dawn Wing

Express 

1-3 working days

Dawn Wing

RAM

Rapid Road

2-4 working days

RAM

RAM

Express 

1-3 working days

RAM

Note: It is important that all orders that qualify for Express delivery will need to be fully paid and payment received by Nu Skin by 12noon. All orders placed before 12noon will be handed over to the courier company the same day - Lead times refer to the time from when your order is handed over from our warehouse to the courier company.


When do I receive my order?

 

  • Regular shipping usually takes 4-6 business days after placing an order for delivery. This is once payment has been received in the Nu Skin account.
  • Wire payments can take up to 3 working days to reflect in the Nu Skin Account, these days should not be included in the shipping timing.
  • Outlying areas may take additional time outside of the 4-6 working days indicated. For a full list of areas please click here.
  • Our third-party couriers do not ship orders on holidays or weekends. These days do not count as shipping days when referring to a shipment taking 4-6 business days for delivery.

How much is shipping?



The shipping costs are indicated below:

Carrier

Service

Lead-time

Proposed shipping & handling fee (incl. VAT)

Dawn Wing

Economy

4-6 working days

57,5 R

Dawn Wing

Express 

1-3 working days

97,75 R

RAM

Rapid Road

2-4 working days

94,24 R

RAM

Express 

1-3 working days

92,74 R

* The fees shown in this table are including VAT.


I am missing a product from my order, what should I do?

 

If you are missing a product from your order:

 

  • Please check the entire shipment box and its contents and compare the order received with your packing slip. If you are still missing a product, please contact your local Customer Service with the order number and list of any missing products.
  • If the delivery box arrived damaged enough that a product could have fallen out, please email your local Customer Service with a photograph of the damaged box. You will also need to provide the order number and list of any items missing. Please keep the delivery box for the courier to pick up for damage claims.

I have received the wrong product(s) in my order, what do I do?

 

If you have received an incorrect product, we recommend that you contact your local Customer Service and let the representative know the details of your order and they will assist you further.


My order arrived damaged, what do I do?

 

  • If your parcel has arrived damaged, please make note on your waybill under ‘special instruction’ before you sign that you have received the parcel. You do have the choice to not accept the parcel as it is damaged. Instead you can not accept this from the courier company and then immediately contact your Customer Service Team with details of your order.
  • If your products arrived damaged and you have accepted this from the courier company, please email the Customer Service Team with a photograph of the damaged items together in one email. You will also need to provide the order number and list of damaged items.
  • If your products arrived damaged as well as the delivery box and you have accepted the damage from the Courier driver please email the Customer Service Team with a photograph of the damaged items together in one email. You will also need to provide the order number and list of damaged items. Your Customer Service Team will advise the next process which may include placing all damaged items back in the box for collection by the courier.

I haven’t received my order, how do I find it?


  • The courier may decide that delivering to your neighbours is a safe alternative when you are not home to receive the parcel. Please check with your neighbours before contacting your local Customer Support or courier service.
  • You can check the status of your order delivery by clicking on Order History and then following the Tracking link.
  • If the Tracking information shows your order as delivered and you do not have it or that it is being returned to our warehouse, please contact your local Customer Support office for assistance on a replacement.

How do I track my order?

 

If you have not received your tracking confirmation email from the courier, you can find the tracking information in your Order History when you are logged in. The tracking number shown in your order history is also a clickable link to the tracking history on the courier website.


What is the return policy?

 

If you are not completely satisfied with your order, you are welcome to return any unopened products within 90 days of purchase directly back to Nu Skin if purchased from the Company. Please contact the Customer Service Team to obtain a Return Merchandise Authorisation (RMA) number and full return instructions on how to return the products.

 

The return address is as follows:

Nu Skin c/o Expeditors

26 Pomona Road

Pomona

Kempton Park

1619


Do you provide a return shipping label?

 

No. Returned products must be shipped at your own cost and we require that you use a traceable method of shipping. Lost return shipments will not be refunded.


What kind of products can I return?

 

You can return any unopened products within the return period of 90 days after the purchase date.


How do I return products?

 

To return any unwanted items, you will need to obtain an RMA number from your local Customer Service. In order to send you the full return instructions and generate an (Return Merchandise Authorisation) RMA number, we need the original order number(s) and a list of all items being returned per order number. You can find this information in your Order History online.


How long does a refund take?

 

Once we receive notification from our warehouse of the returned goods arriving, we will process the refund which can take up to 2-5 business days; this is dependent on your bank’s processing times.


I purchased my products through a Brand Affiliate, what are my rights for returning them?

 

The Brand Affiliate must comply with local law on cancellation of sales as outlined on the retail sales receipt. If the law grants additional rights they agree to grant those rights to you, the retail customer. This means that they must, for any reason and upon request, give a full refund of the purchase price including VAT and shipping fee - if applicable, to the retail customer, without any reimbursement from the Nu Skin. The only requirement is that you, the customer, must request the refund within the cancellation period stated on the retail receipt and return the unused portion of product. The Brand Affiliate must make a refund for returned products within 14 days of your request.


 

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