Shipping & Return Policy

Last updated: 20 October 2026

At DOWK Global, we want your skincare and beauty products to reach you safely and in good condition. This policy explains how we handle delivery, shipping charges, damaged orders, returns, exchanges, and refunds.

1. Delivery coverage

DOWK Global serves customers across Tanzania, subject to the availability of delivery services in the customer’s area.

Available delivery options and charges should be confirmed at checkout or with our customer support team before payment.

2. Delivery charges

Our website advertises free delivery on orders over TZS 100,000.

To ensure you receive the correct offer, please check the shipping charge shown at checkout. Eligibility may depend on delivery location, order value, and any conditions displayed for the promotion.

If a delivery charge applies, it should be shown or communicated before you complete your purchase.

3. Delivery times

Delivery times depend on your location, order processing, product availability, and courier arrangements.

We will communicate an estimated delivery time where one is available. Estimates are not guaranteed unless expressly confirmed as guaranteed.

Delivery may take longer because of public holidays, weather, transport disruptions, incorrect delivery details, or circumstances beyond our reasonable control.

If a significant delay occurs, please contact our customer support team with your order number.

4. Order processing

Orders are prepared after the necessary order and payment checks have been completed.

An order confirmation does not necessarily mean that the parcel has already been dispatched.

If a product becomes unavailable after you place an order, we will contact you to discuss the available options. Where an order cannot be fulfilled and payment has been collected, we will arrange an appropriate refund.

5. Delivery address and receiving your order

Please provide your correct name, phone number, delivery location, and any useful directions during checkout.

You are responsible for ensuring that someone can receive the order at the agreed delivery location. If a delivery attempt fails, our team or delivery provider may contact you to arrange another attempt.

Additional charges for repeat delivery, where applicable, should be communicated before they are incurred.

Please inspect your parcel when it arrives. If the parcel or product appears damaged, keep the packaging and take photographs before disposing of anything.

6. Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, contact us within 7 days of delivery.

Please provide:

Your order number.
The product name.
A description of the problem.
Clear photographs of the product and packaging, where relevant.

Please keep the product and packaging until we have advised you on the next steps.

We will review the complaint and, where appropriate, arrange a replacement, exchange, refund, or another suitable resolution in accordance with applicable law.

7. Change-of-mind returns

Because skincare and beauty products are hygiene-sensitive, we generally do not accept returns simply because a customer has changed their mind, selected the wrong product, or no longer wants an item after delivery.

Any discretionary return must be approved by DOWK Global before the product is sent back.

A product that has been opened, used, or unsealed generally cannot be accepted for a change-of-mind return. This restriction does not remove applicable rights relating to defective, damaged, unsafe, or incorrectly supplied products.

8. Return eligibility

Where a return is accepted, the product must meet the conditions communicated by our team.

Depending on the reason for the return, these conditions may include:

Providing proof of purchase.
Returning the correct product.
Keeping the original packaging and accessories, where relevant.
Avoiding further use or damage to the product.
Following the return instructions provided by our team.

Do not return a product without first contacting us for instructions.

9. Return shipping costs

If the return results from our error, such as sending the wrong item, or from a verified product defect or delivery damage, we will advise you on an appropriate return arrangement and any costs we will cover.

For a discretionary return approved by us, return shipping costs will be communicated before the return proceeds.

Nothing in this section limits rights or remedies required by applicable law.

10. Refunds

Once an eligible return or refund request has been reviewed, we will communicate the outcome and next steps.

Approved refunds will generally be returned through the original payment method where practicable. If that method cannot reasonably be used, we will agree on an appropriate alternative with you.

The time taken for funds to appear depends on the payment provider and financial institution. We cannot guarantee their processing time.

Any refund of delivery charges will depend on the reason for the refund, the delivery service provided, and applicable law.

11. Order cancellations

If you wish to cancel an order, contact us as soon as possible with your order number.

We will try to stop an order that has not yet been dispatched, but cancellation cannot be guaranteed once preparation or dispatch has progressed.

If an order cannot be cancelled, you may contact us to discuss any return rights available under this policy and applicable law.

12. Products that arrive with safety concerns

Do not use a product if its seal appears tampered with, the packaging indicates possible contamination, or you have another reasonable concern about its safety.

Contact us promptly and provide photographs and product details. We will investigate and advise you on the appropriate resolution.