Shipping policy

Bi-Gloss Shipping Policy

Last Updated: August 2026

At Bi-Gloss, we are committed to providing a smooth and reliable delivery experience. We carefully process and package every order before sending it to you.

This Shipping Policy explains our delivery process, estimated timeframes, and important delivery information.

1. Order Processing

Orders are processed after payment has been successfully received and verified.

Please allow time for:

Order confirmation
Product preparation
Quality checks
Packaging

Once your order has been shipped, you will receive tracking information where available.

2. Delivery Timeframes

All Bi-Gloss orders are delivered using:

Aramex Store-to-Door Delivery

Estimated delivery timeframe:

8–11 business days

Delivery times are estimates only and may vary depending on:

Your delivery location
Courier availability
Public holidays
Weather conditions
High-volume periods
Unforeseen circumstances

Business days exclude weekends and public holidays.

While we aim to deliver within the estimated timeframe, delivery dates are not guaranteed.

3. Courier Responsibility & Delivery Delays

Once your order has been handed over to Aramex for delivery, the shipment is managed by the courier provider.

Bi-Gloss is not responsible for delays caused by circumstances outside of our reasonable control, including but not limited to:

Courier delays
Operational disruptions
Weather conditions
Public holidays
Incorrect or incomplete delivery information provided by the customer
Failed delivery attempts
Events beyond our reasonable control

Where delays occur, Bi-Gloss will provide reasonable assistance by communicating with the courier and helping customers track their orders.

4. Tracking Your Order

Once your order has been dispatched, you will receive tracking details where available.

Customers are responsible for monitoring tracking updates and ensuring that someone is available to receive the delivery.

5. Incorrect Delivery Information

Customers are responsible for providing accurate delivery details during checkout.

Bi-Gloss cannot be held responsible for delays, failed deliveries, or additional delivery costs caused by:

Incorrect addresses
Incorrect contact details
Missing apartment/unit numbers
Failure to respond to courier communication

If an order needs to be reshipped due to incorrect information provided by the customer, additional delivery charges may apply.

6. Lost or Missing Parcels

If your order appears to be lost, please contact us as soon as possible.

Bi-Gloss will work with the courier provider to investigate the shipment status and assist with resolving the issue.

7. Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery and provide:

Your order number
Photos of the damaged packaging
Photos of the product

We will assess the situation and provide assistance where appropriate.

8. Delivery Acceptance

By completing a purchase on the Bi-Gloss website, customers acknowledge that:

Delivery timeframes are estimates and not guaranteed delivery dates.
Courier-related delays may occur outside of Bi-Gloss's control.
Customers are responsible for providing accurate delivery information.
Bi-Gloss will make reasonable efforts to assist with delivery issues.

Nothing in this policy removes or limits any rights provided to consumers under applicable South African consumer protection laws.

9. Contact Us

For shipping enquiries, please contact:

Bi-Gloss Customer Support

Email: maisonlume06@gmail.com

Website: maisonlume.co.za

Please include your order number when contacting us so we can assist you faster.