Shipping policy

Last updated: 4 November 2026

Thank you for choosing Adilsons. Here is how payment, preparation, delivery and collection work, and how to reach us if you need help.

1. Placing and paying for your order2. Our standard delivery target3. Delivery fees and urgent orders4. Receiving your delivery5. Changing or combining orders6. Store pickup7. Rodrigues and international enquiries8. Cancelling before receipt and receiving a refund9. If something is wrong with your parcel10. Order updates and contacting us

1. Placing and paying for your order

Your order confirmation means we have received your order. It does not, by itself, confirm payment, dispatch or readiness for collection.

For online orders, you can pay using:

• MIPIS: follow the payment link provided to pay by credit or debit card. Successful online payments normally update automatically.
• Bank transfer to our MCB account: use the bank details provided at checkout. You can transfer through MCB Juice or another bank. Transfers between different banks may take longer to appear in our account.

Please check the beneficiary details carefully and include your order reference where possible. If you make a mistake in the reference, our accounting team will work to match the payment; we may contact you if clarification is needed.

There is no requirement to send payment proof by WhatsApp or email. Bank transfers are matched by our team, so your payment-confirmation message may arrive later.

You are welcome to contact us on WhatsApp or share a payment reference if you would like help. Please do not pay again simply because a confirmation has not arrived.

We do not offer cash on delivery. In-store payment options, including scan-to-pay, are separate from online checkout.

The 48-hour payment window

Items are reserved for your order while it awaits payment. Unpaid orders are automatically cancelled after 48 elapsed hours, including weekends and public holidays, and the stock becomes available for other customers.

If you have already paid but receive a cancellation message, contact us on WhatsApp with your order number. This can happen when a transfer has not yet been matched before the automatic cancellation. We will check the payment and correct the order. If an item has since sold and we cannot reinstate your purchase, we will arrange a refund.

If you have not paid and your order expires, please place a new order using the availability shown on our website.

Duplicate orders and changes

If you accidentally complete checkout more than once, message us with the order numbers. Our team checks payment and your intended purchase before resolving duplicates. We may cancel duplicate unpaid orders or contact you to clarify which order you wish to keep.

If checkout is not working as expected, contact us rather than repeatedly placing the same order. We can also help with adding or removing items and updating the amount payable before payment.

2. Our standard delivery target

Our target is to deliver standard orders on Mauritius’s main island within seven business days of payment.

The first business day is the next business day after you pay. For example, if you pay on a Monday, Tuesday is day one and the following Wednesday is day seven, assuming there are no public holidays. If you pay on a Friday, Saturday or Sunday, Monday is day one unless it is a public holiday.

This target covers the entire journey: payment verification, preparation, packing, transport and receipt. Our internal payment-matching time does not restart the clock, and handing your parcel to a driver or delivery partner does not start a new seven-day period.

Preparation normally begins on the next business day after payment, subject to successful payment verification.

Routes and possible delays

We use our own delivery team and delivery partners, depending on availability, order volume and operational needs. Routes are planned around the orders being delivered, rather than fixed delivery days for each region.

Some areas may be reached later within the standard delivery window. Regional routing, operational disruptions or other delivery difficulties can occasionally take an order beyond seven business days. Seven business days is our standard target, not a guaranteed appointment.

Our team continues preparing and arranging delivery of your order without you needing to follow up.

If your order has exceeded that target, contact us on WhatsApp for an order-specific update. Our team will investigate and work to resolve the delay. You may also ask about pickup or cancellation under the arrangements below.

Weather and exceptional interruptions

We follow official instructions concerning business closures and movement restrictions during severe weather or other exceptional events. Ordinary rain does not automatically stop our operations, although conditions may affect individual routes and safe access.

Where an interruption affects your order, delivery arrangements may need to change. Store opening and delivery-route availability are not always the same.

3. Delivery fees and urgent orders

Standard delivery

Standard delivery across Mauritius’s main island is Rs150, increasing to Rs175 from 1 January 2027. The applicable charge is shown at checkout. Free delivery applies only when offered on our website or as part of an applicable promotion.

Express delivery — by arrangement

Express delivery is available only when our team confirms that we can fulfil your request. The total delivery price is normally Rs350–450, depending on the arrangement confirmed with you.

You can place your order with standard delivery, then contact us on WhatsApp to request an upgrade. We will check availability and confirm the price and delivery commitment. If you accept, you pay only the difference between the agreed express price and the delivery fee already paid.

An express request is not confirmed until our team has agreed the arrangement with you. The agreed timing may be same-day, next-day or another mutually agreed arrangement. If we miss that express commitment, we will refund the express top-up—the difference between the agreed express price and the standard delivery charge. The standard delivery charge remains applicable if the order is delivered.

For a time-sensitive purchase, please do not assume standard delivery will meet your personal deadline. Store pickup may be a more suitable option.

4. Receiving your delivery

Please provide a complete delivery address, a reachable phone number and any useful landmark or access instructions. Sharing a location pin on WhatsApp can help, but it is not compulsory.

Our internal team normally contacts you by WhatsApp the evening before or on the morning of delivery. If arrangements change, we will update you. Delivery partners also contact customers before coming, although their contact process may differ from ours.

Please arrange for someone to receive the parcel at the agreed address. Another person may receive it on your behalf if you give us the necessary instructions. Our internal driver will normally wait around five minutes when arriving to hand over an order.

If we cannot reach you or complete an agreed delivery, we will arrange another attempt on the earliest suitable route, without an additional delivery fee. A missed appointment caused by customer unavailability may extend receipt beyond the original target; we will reschedule on the next suitable route.

If the missed delivery was our responsibility, we will prioritise arranging another attempt as quickly as possible.

Drivers handle delivery coordination. Payment questions, order changes and other order issues should stay with our WhatsApp support team.

5. Changing or combining orders

Contact us as soon as possible if you need to change an address, add or remove an item, or switch from delivery to pickup. Changes depend on whether your order has been prepared or dispatched.

We do not charge an additional administration fee for these arrangements. Any change to the products or an agreed express upgrade may change the amount payable. If you switch from delivery to pickup, we will refund your delivery fee.

If a paid item cannot be supplied, we will contact you. You may choose a refund or an available replacement. We will not substitute a different product without your agreement. If your chosen replacement costs more, you pay the difference; if it costs less, we refund the difference.

We normally consolidate orders being sent together. If you place an additional order on the same day for the same delivery, select delivery on the first order and pickup on the additional order, then message us all the order numbers so we can arrange the combined delivery. If the first order has already left, contact us to check what is possible.

6. Store pickup

• Adilsons Beauty and Adilsons Fragrance: Citadelle Mall, Port Louis.
• Anime and related purchases: Pearl House, opposite Citadelle Mall.

Please follow the collection location stated in your ready-for-pickup message. If an order contains products from different departments, check the collection arrangements with us before travelling.

Paid pickup orders are normally ready within three business days after payment, counting the next business day as day one. For example, payment on Monday means Tuesday is day one and Thursday is day three, assuming no public holidays.

Please wait for the ready-for-pickup message before coming. Once notified, you can collect during the relevant shop’s opening hours. Check our current Google listing for opening hours and any changes.

If you need something urgently, contact us: same-day collection may be possible by arrangement. You may also visit the shop to purchase in person, subject to availability.

Bring your order number. If someone else will collect for you, send us authorisation from your own contact number and give them the order details so our team can check the collection.

Please aim to collect within one week of the ready notification. If your paid order remains uncollected, we will contact you to agree what to do next. We do not automatically cancel it or deduct a fee because that week has passed.

7. Rodrigues and international enquiries

We arrange deliveries to Rodrigues by post or another available suitable service. The mainland seven-business-day target does not apply to Rodrigues. Postal delivery takes longer and depends on the service used. Contact us for the available arrangements and any estimate we can provide for your order.

The current standard Rodrigues delivery fee is Rs150. Please check the applicable checkout charge or confirm with our team before paying. Product restrictions and the available shipping service must be checked before dispatch, as explained below.

Our website does not currently offer standard online checkout for destinations outside Mauritius. For international bulk enquiries, including Réunion, email info@adilsons.org so we can discuss feasibility and shipping costs.

Liquids, sensitive products and postal shipping

Door-to-door delivery on Mauritius’s main island is different from postal shipping to Rodrigues or an international destination. Products suitable for local delivery may require a different arrangement for postage.

Before placing a postal order containing liquids or sensitive products, contact us on WhatsApp so we can check the available service and whether the items can be accepted. This includes serums, essences, ampoules, toners, lotions, liquid makeup and kits containing liquid products. Fragrances and other products with special transport requirements also need checking.

Please obtain our confirmation of the postal arrangement before ordering these products. If an item cannot be sent using the available service, we will discuss an alternative arrangement, your chosen replacement or a refund.

8. Cancelling before receipt and receiving a refund

If you no longer wish to wait or have changed your mind before receiving the order, contact us on WhatsApp. You do not need to justify your decision to request cancellation.

If the parcel has not left, we can arrange cancellation directly. If it has already been dispatched, we must first confirm with our driver or delivery partner that delivery has been stopped and the parcel secured for return.

If a parcel reaches you despite a cancellation request, please keep it unopened and contact us. We will arrange collection at our responsibility and without charging you a collection fee before processing the refund. Collection follows available delivery routes, so the retrieval period is separate from the refund-processing period.

For a bank-transfer refund, send your account-holder name, bank name and account number privately through our WhatsApp conversation.

Once cancellation or parcel recovery is confirmed and we have the necessary bank details, we normally process the refund within two business days. Your bank may take additional time to credit the funds.

Card-processing charges

For a change-of-mind cancellation of an order paid by card, a 5% card-processing charge applies to the amount being refunded. The charge is waived for product defects and order errors. No bank-transfer refund fee applies under our current arrangements.

Our team will confirm the refund amount and any applicable processing deduction with you before processing it.

After you take possession

Change-of-mind cancellation applies before you receive or collect the products. For an in-store purchase, raise any change of mind before leaving with the products. Once you have taken possession, we do not accept a return solely because you have changed your mind.

Defective, damaged, incorrect or otherwise eligible product claims are handled under our Refund & Returns Policy. For an eligible ordinary post-receipt return, contact us first and return the product to Citadelle Mall following our team’s instructions.

The exception is a parcel delivered despite your earlier cancellation request because we could not stop it in time: keep it unopened, and we will arrange collection as explained above.

9. If something is wrong with your parcel

Please inspect your order upon receipt to check that the items and quantities match your order and that there is no visible damage. If you notice a problem, report it immediately through WhatsApp with:

• Your order number and a description of what is wrong.
• Clear photographs of the outer parcel packaging.
• Clear photographs of the damaged or incorrect item and its packaging, where applicable.
• For a missing item, a photograph of the items received and any packing documentation.

Keep the relevant packaging while we investigate. Immediate reporting helps us establish what happened at delivery. A problem reported later may require additional checks. Hidden defects that could not reasonably be identified upon receipt are assessed under our separate Refund & Returns Policy.

If a notification says your parcel was delivered but you have not received it, check with any authorised recipient, then contact us with your order number and any relevant driver or courier messages.

For mainland door-to-door orders, Adilsons is responsible for getting your order to you. We coordinate with our driver or delivery partner and investigate delivery problems; you do not need to resolve the matter with the partner yourself. Postal enquiries for Rodrigues and international orders follow the arrangements for the service used, and our team will help you follow up.

10. Order updates and contacting us

You will receive payment-confirmation and ready-for-pickup messages where applicable. Some records are updated manually, so a system message can occasionally arrive after the real-world event. If you have already received your parcel and later receive a general waiting or delivery-journey email, you can disregard that outdated message.

For order assistance, use WhatsApp +230 5778 2336 and include your order number. Keep follow-ups in the same conversation so our team can see the history. You do not need to send payment proof by email.

Instagram and Facebook enquiries

Our automated assistants on Instagram and Facebook can help with general information and product enquiries. They cannot verify your payment, check your order’s live delivery status or confirm an exact delivery date.

All personal order enquiries should go to WhatsApp +230 5778 2336. Please do not post payment information, bank details or other private order information in public comments. Email is reserved for management escalation of an unresolved order issue, rather than routine order enquiries.

If you have messaged but have not received a reply

Our dedicated online-order support team works Monday to Friday during opening hours. Replies outside these hours, on weekends or on public holidays are not guaranteed.

Messages received over the weekend or on a public holiday may receive a response on the next working day. Responses may take longer during busy periods.

We understand that waiting for a reply can be worrying. You do not need to resend the same enquiry across several channels. Continue in your WhatsApp conversation; our team will follow up. If the matter remains unresolved or you are unable to obtain help there, email info@adilsons.org for management escalation, including your order number and a brief summary of the WhatsApp enquiry.

Respectful communication

You are welcome to ask questions, raise concerns and make a firm complaint. We ask for respectful communication, and we owe you the same courtesy.

Threats, harassment and personal abuse are not acceptable. A team member may pause an abusive conversation or refer it to management, while ensuring there remains a way to resolve the paid order, refund or complaint.

Thank you for supporting Adilsons. We appreciate your trust and will work with you to resolve questions about your order.