Frequently Asked Questions

Straight answers. No fine print.

Shipping & Delivery

How long does delivery take? Orders are shipped within 1–2 business days and typically arrive within 7–14 business days across South Africa. You'll get a tracking link as soon as your order ships, so you always know where it is.

Will I have to pay anything extra when my order arrives? No. The price you see at checkout is the price you pay — no surprise customs fees, no extra charges at the door.

Do you ship outside South Africa? Not yet — we're currently shipping within South Africa only. Sign up to our newsletter to know when that changes.

How do I track my order? You'll receive a tracking link by email (and WhatsApp, if you've opted in) as soon as your order ships. You can also check your order status anytime by contacting us directly.

What happens if my order is delayed? If something's taking longer than expected, we'll reach out and let you know — you won't be left guessing. If you're worried about your order, message us anytime and we'll check on it for you.

Returns & Refunds

What's your return policy? If something isn't right for you, reach out within 30 days of delivery and we'll make it right — whether that's a replacement or a refund. No complicated forms, no runaround.

How do I start a return? Email or WhatsApp us with your order number and a quick note about what's wrong. We'll walk you through the next steps from there.

Do I have to pay for return shipping? We cover return shipping when the item arrived wrong or faulty. For all other returns, return shipping is the customer's responsibility.

How long does a refund take once it's approved? Once your return is received and approved, refunds are processed within 7 business days back to your original payment method.

Orders & Payment

What payment methods do you accept? We accept card payments, instant EFT, and other secure payment options at checkout. All payments are processed securely — we never see or store your full card details.

Can I change or cancel my order after placing it? If your order hasn't shipped yet, message us as soon as possible and we'll do what we can to change or cancel it. Once it's shipped, we're not able to make changes — but our return process has you covered.

Is checkout on this site secure? Yes. All payments are processed through encrypted, secure checkout — the same standard used by major retailers.

Will I get a confirmation after I order? Yes — you'll receive an order confirmation by email right after checkout, followed by a shipping notification once your order is on its way.

Products

As a health and beauty brand, this is the section people usually check first — here's what you need to know.

Are your products tested / safe to use? We choose our suppliers carefully — researching their track record before we ever list a product. Where needed, we run a trial period with a new supplier and, in some cases, test the products ourselves first before adding them to the catalogue. It's not a certification, it's groundwork we do so we're confident in what we're selling you.

Do your products work for all skin types / genders? DOVYN is built for everyone — we don't split our products or our communication by gender. If a specific product has a best-fit skin type or use case, that's noted clearly on the product page.

What if a product doesn't work for me? That's exactly what our guarantee is for — reach out within 30 days and we'll help make it right.

Are the product photos accurate? Yes — what you see is what you get. If a product's appearance can vary slightly (like natural ingredients or packaging updates), we'll note that on the product page.

Support

How can I contact you? Message us on WhatsApp [insert WhatsApp number] or email contact@dovyn.shop — we read every message and aim to reply within 24 hours on business days.

Do you have a physical store? We're 100% online — no storefront, which keeps our costs down so we can pass the savings on to you instead of into rent and retail overhead.

I have a question that's not answered here. Reach out — we'd rather answer directly than leave you guessing.

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