Delivery, Pickup & Return/Refund Policy

1. Delivery Timelines & Distribution

• Deliveries Within Accra: Handled via our local dispatch network, typically delivered within approximately 3–5 business days.
• Deliveries Outside Accra (Regional Destinations): Dispatched via regional logistics lines or station terminals, typically taking approximately 7 business days, starting from the day the order is placed.
• Order Tracking & Communication: Once your package is dispatched, you'll receive confirmation details (including rider contact or waybill info). Please keep your contact lines active to prevent delivery delays, and track your order from your dashboard on our website.
• Delivery fees are paid in cash to our agents at pick-up points.
• We do not offer door-to-door delivery. If you need a door-to-door delivery, you will be charged an extra cost for sending your package to your doorstep.

2. Regional Station Dispatches & Hub Pickups

• Station Drop-Offs (Waybills): For orders dispatched to regional transport terminals, we provide waybill details, parcel codes, and driver/station contact numbers as soon as the package is handed over.
• Exception — Merged Delivery: In areas where we do not have pick-up agents, a mobile number will be provided for payment of delivery fees; pick-up details will be shared once delivery fees are paid.
• Collection Window: Parcels sent to pickup hubs or bus stations must be collected within 3 business days (72 hours) of arrival. Unclaimed packages may attract station demurrage/holding fees or be returned to central inventory — in that case, you'll only receive 60% of a refund.
• On-Site Inspection: Always inspect the package exterior and verify the items immediately in the presence of the dispatch rider or station agent before departing.

3. Strict No Change of Mind Policy

We do not accept returns, issue refunds, or process exchanges for change of mind, personal preference, color/style swaps, or mistaken selections made during ordering.

Replacements and returns are granted strictly for:

• Items physically damaged or broken during transit.
• Verified factory or manufacturing defects.
• Fulfillment errors (wrong product, size, or color dispatched by our warehouse).

4. Issue Reporting Windows

To qualify for an investigation and replacement, issues must be submitted within the following strict timeframe:

• Damaged, Incomplete, or Incorrect Deliveries: Must be reported within 24–48 hours of package receipt (unless the product has a warranty period).

5. Eligibility & Conditions for Return

To be accepted for replacement:

• Products must be completely unworn, unwashed, and returned in their original packaging with all tags and dust covers intact.
• Electronics & Appliances: Must include all original boxing, power adapters, charging cords, accessories, and instruction booklets. Damage caused by electrical power surges, water contact, or misuse will fail inspection and disqualify the claim.
• Final Sale: Intimate apparel, underwear, clearance/flash-sale merchandise, and customized items cannot be returned under any condition.

6. Return & Resolution Process

• Submit Proof: Send a message to our WhatsApp support team with your Order Number / Waybill, accompanied by clear photos or a short video showing the defect, item tags, and delivery packaging slip.
• Review: Our support team will assess and confirm the issue within 24–48 business hours.
• Dispatch & Resolution: Once approved, we will arrange for the item to be retrieved. Upon physical verification at our warehouse:
  • A brand-new replacement unit will be dispatched immediately at zero extra delivery cost.
  • If the item is permanently out of stock, you will receive full store credit or an immediate refund.