Shipping policy

Adilsons Shipping & Payment Policy

Thank you for shopping at Adilsons! This policy explains how orders, payments, shipping, and communication work to ensure a smooth experience for everyone.

1. How Orders & Payments Work

1.1 Order Confirmation Process

When you place an order on our website, you receive an order number automatically. This confirms we have received your request, however:

Your order is only confirmed and processed once payment is received and verified in our bank system.

Important: Due to high volumes of unpaid orders, paid orders are always prioritized. Unpaid orders remain pending and may be cancelled automatically.

1.2 Payment Window

To ensure fair stock allocation:

Standard periods:

• Complete payment within 48 hours (2 calendar days) of placing your order

Peak periods (December, major sales, festive seasons):

• Payment window may be reduced to same-day without prior notice
• Unpaid orders will be cancelled to free stock for confirmed customers

Once the payment window expires, your order will be cancelled and items returned to stock.

1.3 Payment Methods

We accept:

• MCB Juice
• Bank transfer
• MyT Money (when available)
• Card payment (online or in-store)
• Cash (in-store only)
• Cash-on-Delivery (COD) – by approval only (see section 2)

1.4 Payment Verification Process

We only accept bank ledger confirmation as final proof of payment.

• Screenshots help us locate payments but are not sufficient for dispatch
• Inter-bank transfers may take 1–2 business days to reflect in our system
• If we cannot immediately verify your payment, we will request your transaction reference and order number for reconciliation

This process protects both you and Adilsons from payment discrepancies.

1.5 Order Priority & Stock Availability

• Paid orders are processed first
• Unpaid orders are low priority and may be cancelled
• If stock runs out while your order is unpaid, we will cancel or adjust your order and notify you

2. Cash-on-Delivery (COD) Policy

COD is not standard and requires pre-approval only.

To request COD:

• Contact us via WhatsApp before dispatch: +230 5 778 2336

COD payment terms:

• Cash payment only at delivery
• ❌ No Juice, bank transfer, or card accepted on delivery
• Failure to pay or be available at delivery may result in removal of COD privileges

3. Liquid & Sensitive Items

For safety and postal compliance, the following items are only available for in-store pickup or door-to-door delivery (no postal shipping):

Restricted items include:

• Serums, essences, ampoules
• Milk lotions, toners
• Oil- or water-based skincare
• Liquid foundations, liquid eyeliners, liquid concealers
• Any kit containing liquid items (All About Snail Kit, Centella Kit, BOJ Hanbang Kit, etc.)

Orders with these items will automatically default to store pickup or door-to-door delivery at checkout.

4. Processing Times

All timelines refer to business days (Monday–Friday). No processing occurs on weekends or public holidays.

4.1 Standard Processing

• After payment confirmation: 1–3 business days for picking, packing, and preparation
• Weekend orders: Orders placed Friday evening, Saturday, or Sunday begin processing Monday

4.2 Peak Periods

During festive seasons, promotions, or public holidays:

• Processing and delivery times may double
• We will send updates if significant delays occur
• Refunds are available before delivery if you prefer not to wait (see section 7)

4.3 Weather & Force Majeure

During cyclone or torrential rain warnings:

• Deliveries are suspended until authorities declare it safe
• Your order remains secure with us and resumes once conditions improve

5. Delivery Options & Timelines

We deliver island-wide across Mauritius.

5.1 Standard Delivery (Rs 150 flat rate)

Zone 1 – Central & Urban Areas (Port Louis, Beau Bassin, Rose Hill, Quatre Bornes, Vacoas, Curepipe, Ebène, Moka)

• Processing: 1–3 business days
• Delivery after dispatch: 1–3 business days
• Total: 2–5 business days from payment confirmation

Zone 2 – Coastal & Regional/Remote Areas (Parts of Flacq, South, North & West coastal villages)

• Deliveries run on weekly schedules to these regions
• Depending on when you order relative to the next run: delivery may take up to 7 days
• Please plan accordingly for time-sensitive orders or gifts

5.2 Express Delivery (On Request)

• Rate: From Rs 450+ (varies by region and urgency)
• Options: Next-day or same-day delivery (subject to availability)

To request: WhatsApp +230 5 778 2336 We'll confirm availability for your area and provide exact pricing.

5.3 Store Pickup (Citadelle Mall, Port Louis)

• Ready for collection: Usually within 3 business days after payment confirmation
• Wait for confirmation: You'll receive a message when your order is ready
• Previous pickup locations (Phoenix Mall, Mahogany, Goodlands) are now closed

6. Delivery Requirements

6.1 WhatsApp Location (Mandatory)

For all delivery orders, send your WhatsApp live location to +230 5 778 2336

• Google Maps pins alone are often inaccurate
• Without your location, delivery will be delayed until we can contact you

6.2 Delivery Coordination

• Deliveries are organized by region, not on-demand
• Our delivery partner will contact you before or on the delivery day
• Wait at least 2 business days after order confirmation before contacting the driver
• Drivers handle delivery only and cannot confirm payments, change orders, or answer shop questions

6.3 Receiving Your Order

• Ensure someone is available at the delivery address
• Alternative addresses (workplace, etc.) must be arranged in advance
• Missed deliveries without notice will be moved to the next regional run (may take several days)
• Repeated missed deliveries may incur additional fees

7. Cancellations & Refunds

7.1 Cancelling Before Dispatch

Contact us via WhatsApp (+230 5 778 2336) before dispatch. If not yet shipped, we'll cancel and process your refund per our Refund Policy.

7.2 Refunds Due to Delays

If your order is delayed and you prefer not to wait:

1. Contact us with your order number
2. Provide bank details (account holder name, bank name, account number)

We will refund your order in full within 24 hours (business days). Inter-bank transfers may take 1–2 additional days to appear.

8. Damaged or Lost Parcels

8.1 Courier Delays

Once handed to courier, delivery times may be affected by traffic, weather, remote routing, or courier backlog. We will help you follow up and offer solutions if delays become unreasonable.

8.2 Damaged Parcels

Within 48 hours of delivery:

• Take clear photos of outer packaging and damaged item(s)
• Contact us via WhatsApp with order number, photos, and description
• We'll assess and advise next steps per our Refund & Returns Policy

8.3 Lost Parcels

If tracking shows "delivered" but you didn't receive it:

1. Check with family, neighbors, reception, or security
2. If still missing, contact us with your order number and any courier messages
3. We'll follow up with the courier and work toward a fair resolution

9. Communication Guidelines

9.1 Contact Channels (Use in This Order)

1. Citadelle Mall WhatsApp/Phone: +230 5 778 2336 For payment confirmation, order updates, product questions, and delivery arrangements

2. Driver (when provided) Only for delivery coordination on the day. Wait at least 2 business days after confirmation before contacting.

3. Management Escalation (if unresolved)

• Email (preferred): info@adilsons.org (allow 24 hours for reply)
• Urgent cases only: WhatsApp number will be provided via email.

Please use one channel at a time. Messaging multiple channels simultaneously delays our ability to help you efficiently.

9.2 AI Chatbot (Instagram & Facebook)

Our AI assistant provides basic FAQs and product suggestions but cannot:

• Check real-time order status
• Confirm payments
• Provide exact delivery dates

For actual order updates, check your email/SMS/WhatsApp from Adilsons or contact Citadelle Mall WhatsApp.

9.3 Respectful Communication

We strive to serve you with care and transparency, especially during busy periods.

We welcome firm feedback and honest complaints, but insults, threats, harassment, or bullying are not acceptable.

Following a warning, continued abusive behavior may result in:

• Conversation termination
• Service suspension
• Ban from future orders (Refund Policy still applies where applicable)

10. Contact Information

Main WhatsApp: +230 5 778 2336
Management Email: info@adilsons.org

We're here to help you navigate orders, payments, and delivery with clarity and fairness.

Last updated: 06 December 2025

Thank you for choosing Adilsons and supporting a local Mauritian business. 💛