Frequently Asked Questions
Find quick answers to common questions about ordering, shipping, returns, and more.
How do I place an order?
Browse our products, add items to your cart, proceed to checkout, provide your delivery address, select payment method, and confirm your order. You'll receive an email confirmation with your order details and tracking number.
Can I modify or cancel my order?
Orders cannot be cancelled or modified once payment has been made. Please review your order and delivery details carefully before completing checkout. If you have not yet paid and need to change something, message us on WhatsApp or use the contact page before proceeding to payment.
How do I track my order?
After your order ships, you'll receive a tracking number via email and SMS. Visit our Order Tracking page and enter your order number and email address to see real-time updates on your delivery status.
What if I receive the wrong item?
We sincerely apologise if you receive the wrong item. Contact us within 48 hours with photos of the item received. We'll arrange for the correct item to be sent immediately and collect the wrong item at no cost to you.
What are your delivery times?
Standard delivery takes 2-5 business days within Ghana. Express delivery (next-day) is available for Accra only. Remote areas may take 7 business days.
How much does shipping cost?
Delivery prices are not fixed. It depends on your location. We have partnered with a logistics company that will always call you and make you aware of the cost before setting off. Don't worry, you can always bargain!
Do you ship outside Ghana?
Currently, we only ship within Ghana. We're working on expanding to neighbouring West African countries. Sign up for our newsletter to be notified when international shipping becomes available.
What if nobody is home for delivery?
If no one is home, the courier will keep it and deliver it at a convenient time for you.
What is your return policy?
We have a 24-hour return policy: you have 24 hours after receiving your item to request a return if it’s faulty, damaged, or not what you requested. Due to hygiene reasons we cannot accept refunds for other reasons. Items must be unworn/unused, with tags and original packaging; you’ll need the receipt or proof of purchase. Contact us first on WhatsApp +233209597443 or contact@example.com—we’ll send a return label and instructions if accepted. See our Refund Policy page for full details.
Who pays for return shipping?
If you're returning due to a defect or our error, we cover return shipping. For change-of-mind returns, customers pay return shipping costs (GHS 15 standard rate). Free shipping on returns for defective items.
Can I exchange an item instead of returning it?
Yes! If you need a different size or colour, select "Exchange" when initiating your return. We'll send the replacement as soon as we receive your original item. Exchange shipping is FREE.
What payment methods do you accept?
All orders are placed and paid for on the website. We accept MTN Mobile Money, Vodafone Cash, and AirtelTigo Money. No cash on delivery — payment is completed at checkout. All payments are processed securely.
Is it safe to use my credit card on your site?
Absolutely. We use industry-standard SSL encryption and partner with secure payment processors (Paystack, Flutterwave). We never store your full card details on our servers. All transactions are PCI-DSS compliant.
When will my payment be charged?
You're charged when you complete checkout on the website. If an item is out of stock, we'll refund you within 24 hours.
How do refunds work?
If we don’t have the same item you purchased, a full refund will be made. We’ll notify you once we’ve received and inspected your return and whether the refund was approved. If approved, you’re refunded on your original payment method; your bank or card company may take extra time to process it. Contact us on WhatsApp +233209597443 or contact@example.com for any return questions.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account lets you track orders, save addresses, view purchase history, manage your wishlist, and receive exclusive offers. It only takes 30 seconds to sign up.
How do I reset my password?
Click "Forgot Password" on the login page, enter your email address, and we'll send you a reset link. The link is valid for 1 hour. If you don't receive it, check your spam folder or contact support.
Can I have multiple delivery addresses?
Yes! You can save multiple delivery addresses in your account. During checkout, simply select the address you want to use or add a new one. This is perfect for sending gifts or alternating between work and home.
How do I update my account information?
Log in to your account and go to "Account Settings". You can update your name, email, phone number, password, and saved addresses. Changes are saved instantly and you'll receive a confirmation email.
Still Have Questions?
Our customer service team is ready to help. Contact us and we'll respond within 24 hours.