FAQ

Can I work for AU-Avenue.com?
Well that depends on your skills and abilities as well as our vacancies - which can be found on the Careers page. We are always looking for smart talent

What are your hours of operation?
Our website never closes – you are free to purchase 24 hours a day, 365 days a year.
If you have a query you can reach out to us through the Contact Us form. Our agents will get back to you within 24 hours.

If you would like to speak to an agent, our Customer Service team are available at the following times:

Monday-Friday: 08:00 to 17:00
Public Holidays*: 10:00 to 13:00

*We are open on public holidays, with the exception of Christmas Day and New Year's Day.

Who decides what products are sold on AU-Avenue.com?
Our team of talented buyers scan the globe for the trendiest, coolest and most desirable products. We work hard to ensure you will always find the world’s finest fashion and style on site.

Do you have a physical store?
We are an online store and for the time being at least, do not have a physical store. We deliver nationwide – right to your door. Why bother with the shopping mall?

What is the status of my refund?

Returns
Refunds for returns will be processed once the returned item has been received and inspected at our warehouse. It takes 10 to 15 days from collection or drop-off to receive and inspect the items at the warehouse. Once inspected it takes up to 14 working days for the refund to reflect in your account.
We’ll also keep you updated on the progress of your return and refund via email.

Cancellations
If items have been cancelled from your order due to an inventory error, we’ll notify you via email & issue a refund.
If you paid with bank transfer, we’ll request your banking details so we can transfer the money into your account. It will take 14 days to process the refund and up to 2 days for it to reflect in your account
If you paid with Credit/Debit card, through our payment gateway Partners – Paystack we’ll transfer the money directly back to that account. It will take up to 5 days to reflect in your account.

Failed Delivery or Expired Collection
If we are unable to deliver your order, or you don’t collect from a pickup point within 14 days, we will cancel the order and return it to the warehouse. Once the items have been received back at the warehouse we’ll issue you with a refund at 30% penalty cost to you.
Product On Hold
A product is on hold when the last available item is reserved in another customer's cart. If that customer checks out, the product will move to sold out. If not, the item will become available again after approximately 30 minutes.

If you add the product to your Waitlist you will be notified by email if the product becomes available again

Why isn’t my promo code/voucher working?
Your order doesn't meet the terms & conditions of the promotion.
Promotional codes have specific terms and conditions regulating when and how they may be used, such as minimum spend, qualifying product purchases and the expiry date. Terms & conditions will be issued on the email sent to you.

There is a better offer which has been auto-applied to your cart
We always want our customers to get the best deal. If we are running an offer where a discount is greater than what you would get with the promo code, the system will automatically apply the promotion of greater value/benefit to you.

You have already applied a promotion to your cart
You may only apply one promo code per checkout.

The code was for a specific user
Some promo codes are locked to a user. Please check that the account you are logged in to is the same account that the promo code was sent to. For more information on promotional codes see our Terms and Conditions.

How do I Iog a return?
Log in to your AU-Avenue.com account and send us email with all the details and an agent will reply you within 24 hours

Our delivery & collection options and what they cost
AU-Avenue.com offers delivery to your home or office anywhere in Ghana, or collection at one of AU-Avenue.com’s Pick Up Points.

Delivery options & estimated date will be presented to you in checkout based on your delivery address, the location of the stock, and the availability with our couriers.
Standard delivery
Accra: 3 to 7 working days
Regional: 7 to 14 working days
Remote: 14 to 21 working days

What payment methods are available?
Payment can be made by:
Credit card: VISA & Mastercard
Debit card: VISA & Mastercard
Mobile Money: MTN MoMo, Voda Cash, AT Cash
Bank Transfers

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

Payment methods shown in checkout are subject to availability and limitations depending on your cart value, items, delivery location & method and prior purchase history.

Where is my order? How can I track the status of my order?
We'll email you whenever the status of your order changes.

You can also track your order by navigating to My Orders (under the My Account section of our website). Here you’ll see a history of your purchases, estimated shipping times and the current status of pending orders.

Unfortunately, our customer care team doesn't have the possibility to speed up the delivery or give you more information than already provided via the tracking link.

If you would like to speak to an agent, our Customer Service team are available at the following times:

Monday-Friday: 08:00 to 17:00
Public Holidays : 10:00 to 13:00

*We are open on public holidays, with the exception of Christmas Day and New Year's Day.

Why was my order cancelled?
Payment hasn’t been received or allocated to your order
All our payment methods require payment to be made in checkout. If you don’t complete payment within 24 hours, your order will be cancelled.

There was an inventory error
Although we do our best to ensure our stock levels are accurate at the time of purchase, there are instances where they are unable to locate the item in the warehouse. If this happens, you will receive a notification that your item/order has been cancelled and you will be refunded.

We were unable to deliver your order to you
Our delivery partner will attempt delivery to your chosen address two times. If they cannot successfully deliver your parcels, then they return the items to our warehouse for a refund at a cost. You’re welcome to place your order again. Here are some suggestions for making sure that your order reaches you:
Select a new date when you’ll definitely be available to receive your delivery
Double check your daytime delivery address
Update your contact details to ensure that our couriers can reach you

We suspect your order to be fraudulent
We reserve the right to cancel or refuse to fulfil any order that we suspect of being fraudulent. This includes, but is not limited to, instances of suspected stolen credit cards and abuse of promo/offer incentives.

AU-Avenue.com may request documentation to complete the necessary fraud checks. AU-Avenue.com may cancel any order where the necessary documentation is not provided in a timely manner (usually within 24 hours).

Did my purchase go through?
Your purchase was processed successfully if you can answer 'YES' to the following questions:

Question 1: Were you taken to a Thank You page on completion of your purchase?
Question 2: Did you receive an email confirming your order?
Question 3: Navigate to My Orders. Is your order there?

If you answered 'NO' to all 3 questions above, then your order did not go through. Please give it another try!

Can I change or edit my order?
Unfortunately, once an order is placed, we are unable to make any changes to it (e.g. change a size 5 shoe for a size 6 or add extra items to your purchase).

Can I cancel my order?
Once placed, orders cannot be cancelled. If you no longer want to receive the order, you can log a return online on receiving your parcel. The item will then be collected from you at a cost, and a refund (or exchange, if requested) actioned once the items are returned to our warehouse.

To log a return, simply go to the Returns & Exchanges section of your account.

Can I order by phone?
We don’t do phone or face to face orders. You’ll need to create a AU-Avenue.com account to make a purchase.

How do I choose the right size? I am unsure about product/garment sizes.
When you find a product you like, click through to the product page where you will find a detailed product description details.

Is AU-Avenue.com secure?
AU-Avenue.com is 100% safe and secure. We use physical, electronic, and administrative safeguards to assist us in preventing unauthorized access, maintaining data accuracy, and correctly using your personal information.

See our Terms and Conditions for more information.

What payment methods are available?
Payment can be made by:
Credit card: VISA & Mastercard
Debit card: VISA & Mastercard
Mobile Money: MTN MoMo, Voda Cash, AT Cash
Bank Transfers

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

Payment methods shown in checkout are subject to availability and limitations depending on your cart value, items, delivery location & method and prior purchase history.

How do I pay for an order that is Awaiting Payment?
To pay for an order in Awaiting Payment click the Pay Now button from your orders page. This will launch checkout and you can complete payment with any available method.

Note you have 24 hours to complete payment before the order is cancelled.

Why is my credit card payment not going through?
If your card transaction has failed, the most probable cause is a bank decline. Our credit card provider, acts as a middleman between AU-Avenue.com and your bank to process online transactions. The ultimate AU-Avenue.com for a transaction comes from your bank.

Some common reasons include, insufficient funds, incorrect card details, exceeding daily limits, etc. Some banks automatically disable debit cards for online payments, so you may need to contact your bank to enquire further.

When does AU-Avenue.com charge my credit card?
We charge your card as soon as the order is processed (which is shortly after your checkout). You will receive an order confirmation via email.

How do I change my credit card details?
At checkout you will be prompted to enter your credit card details. If your credit card details have changed you can simply add the new credit card details at that point.

Paying with Credit or Debit Card
Pay for your order using a Visa or Mastercard credit, cheque or debit card.
Click Credit/ Debit Card.
You will be directed to the Paystack payment page. Enter your card details.
To finalise your order, you may be prompted by Paystack’s secure process to authenticate your details.

Why am I not seeing my saved card?
Paystack is a trusted alternative card payment partner of AU-Avenue.com, which we use as our primary provider for our online payment collection. Returning customers will need to supply their card details again. Your details will not be saved.

Why am I not seeing my saved card?
Paystack is a trusted alternative card payment partner of Paystack. Returning customers will need to supply their card details again. Your details will not be saved.

To learn more about Paystack and its status as an Internationally accredited online payment gateway, you can visit www.paystack.com for more details.

Why isn’t my promo code/voucher working?
Your order doesn't meet the terms & conditions of the promotion
Promotional codes have specific terms and conditions regulating when and how they may be used, such as minimum spend, qualifying product purchases and the expiry date. Terms & conditions will be issues on the email sent to you or on the offers page.

You have already applied a promotion to your cart
You may only apply one promo code per checkout.

The code was for a specific user
Some promo codes are locked to a user. Please check that the account you are logged in to is the same account that the promo code was sent to.

For more information on promotional codes see our Terms and Conditions.

How do Promotional Codes or Coupons work?
AU-Avenue.com may make promotional codes (coupons) available to customers. These promo codes are issued under specific terms and conditions regulating when and how they may be used. As a general rule, and unless specified otherwise on the specific Coupon itself:
each Coupon can only be used once;
only one Coupon can be used per order;
only one Coupon can be used on the website per person per promotion/offer;
a Coupon must be used at check out - it cannot be used later on existing orders;
the value of the Coupon will be set off against the value of your shopping cart. The balance remaining, if any, will be payable by you. If you fail to make payment on the order, you will forgo the discount;

The coupon can only be redeemed while valid and their expiry dates cannot be extended.
Refunds (for returns & cancellations)

If you are due a refund (due to a completed return, or cancellation) and you paid for your order using a promo code (coupon), the discount received from the coupon will be deducted from the purchase price of the cancelled or returned product(s) and we’ll refund the balance. Where you have paid for your order using a coupon and AU-Avenue.com cancels your order due to an inventory error prior to delivery, we will provide you with a replacement coupon of the same value.

For more information on coupons see our Terms & Conditions

How do I apply a promotion code?
Look for the Offer/Promo or Apply a Promo section in Cart or in Checkout. Add your code and click Apply. Your order total should update displaying your discount.

Note: We always want our customers to get the best deal. If we are running an offer where a discount is greater than what you would get with the promo code, the system will automatically apply the promotion of greater value/benefit to you.

Why don't all vouchers/promotions apply to all brands?
While we try to give you the best deal, we can’t always offer it on all products and brands. The promotional code terms and conditions will specify the brands excluded from the offer.

Product On Hold
A product is on hold when the last available item is reserved in another customer's cart.
If that customer checks out, the product will move to sold out. If not, the item will become available again after approximately 30 minutes.

If you add the product to your Waitlist you will be notified by email if the product becomes available again

Product Sold-Out
If you would like to find out when we will get more stock of a product sold out, please visit the product page and click ‘Add to Waitlist’.

By adding something to your waitlist, our buyers become aware of your request. The more interest they see, the more likely they are to buy more or similar items. You will also be notified if and when new stock comes in.

That being said, we can’t make any promises, especially with high-fashion items and limited edition releases.

Why can I not add an item to my cart?
You will not be able to add items to your cart when:
You have reached the 40-item cart limit. Move some items to your wish list in order to add more items to your cart, or check out and start a new cart.
The item you have just been reserved by someone else, and is no longer available (which can happen during promotional periods and sales). You can add it to your waitlist and we'll let you know when it becomes available.

How do I change my name, password or email address?
You will find the option to edit your name, email address + password under Account info.

How safe are my personal details?
We treat your personal information as strictly confidential and take necessary technical and organisational measures to ensure that your personal information is kept secure and is protected against unauthorised or unlawful processing, accidental loss, destruction or damage, alteration, disclosure or access.

Read our Privacy Policy to find out more.

How can I request my personal information?
You can access and manage your personal information from My Account.
To download all personal information, please follow the below steps:
Sign in and go to My Account
Click View information
A confirmation link will be sent to you via email. Click the link to verify your request.
A secure download link will be emailed to you after your request has been processed.
Read our Privacy Policy to find out more about how we collect and use your personal information.

How can I delete my account + personal information?
Follow the steps below to permanently delete your AU-Avenue.com account + personal information:
Sign in and go to My Account
Click Delete profile
A confirmation link will be sent to you via email. Click the link to verify your request.
We will process your request and be in touch once your account has been deleted.

Read our Privacy Policy to find out more about how we collect and use your personal information.
Once your account has been deleted, it will no longer be accessible and cannot be restored.
Please note AU-Avenue.com will not be able to facilitate any extended or direct warranty returns after your account has been deleted.

If you later decide that you want to start shopping with us again, you will need to register a new account.

Why is my account deactivated?
Due to some constraints in actioning deletion requests, we are unable to delete accounts immediately. When these constraints are met, we deactivate the account to prevent further processing of your personal information. When an account is deactivated, you will not be able to sign into your account.

These constraints are:
Any active orders or returns
Wallet funds
Due to the Customer Protection Act we have to delay deletion for 6 months from the latest delivery date
Please contact our Customer Support team via the Contact Us page for any account enquiries, including the process of logging a return.

Can I track the status of my request to delete my account?
Your deletion request may take up to 30 days to process. We will send an email to the address associated with the relevant account to finalise the request.
Please check your Spam folder or please contact our Customer Support team via the Contact Us page if you have not received any communication from us after 30 days.

How do I change my email settings or unsubscribe?
Head to Notification Settings to adjust the frequency and preferences of the emails you receive.

I'm not getting my daily newsletter, what’s going on?
Add us to your contacts or safe senders list to ensure you receive AU-Avenue.com emails. If you are in a corporate or business email environment, you may want to check your quarantined mail list or your junk folder.

I don't want to receive newsletters from AU-Avenue.com. How do I opt-out?
You can click “unsubscribe” at the bottom of the email you received and you will be opted out.

How do I purchase a gift voucher?
From the home page, click on your name (once you're logged in) and the option Gift Vouchers will appear on the drop down list.

You will then have the option of emailing or printing a gift voucher. Email gift cards are sent directly to the recipient and printed gift cards are emailed directly to you to print and hand to the recipient. The recipient is given a voucher code with instructions to redeem.
Once you have selected an Email or Printed gift voucher, you can choose from a variety of designs, enter in the amount, recipient details and all other relevant information. Click on “Add To Cart” to proceed to the checkout page. You may review your purchase before proceeding to the payment page.

Important: all Gift Vouchers expire after 1-year. If your gift voucher has not been applied to an account before then, it will expire.

How do I use a gift voucher?
The recipient must go to their AU-Avenue.com wallet where they will be asked to enter the voucher code to redeem it and the funds will automatically be added to their AU-Avenue.com wallet.

How does it work?
You can check the balance of a gift voucher within your user account section.
Gift vouchers cannot be used to buy further gift vouchers.
The credit of a gift voucher does not accrue interest nor does it have a cash value.
Gift vouchers are not refundable for cash once purchased.
If the credit of a gift voucher is insufficient for the Order you wish to make, you may make up the difference through either Credit Card, Mobile Money or Bank transfer.

Important: all Gift Vouchers expire after 1-yeas. If your gift voucher has not been applied to your account before then, it will expire.

How long is a gift voucher valid for?
1-year. If your gift voucher has not been applied to your account before then, it will expire.

What happens if there is money left from a gift voucher?
It will remain in the user’s AU-Avenue.com wallet.

DELIVERY & COLLECTION

Our delivery & collection options and what they cost
AU-Avenue.com offers delivery to your home or office anywhere in Ghana and across the world, or collection at one of AU-Avenue.com’s Pick Up Points.

Order under GHS500: GHS50.00 | Order GHS500 or more: FREE within Accra

Delivery by Location
Northern sector
Southern sector

AU-Avenue.com reserves the right to amend delivery costs at any time. All changes will be disclosed here.

What determines the delivery options shown to me?
Delivery options will be shown to you in checkout. They depend on:
Your delivery address: Based on courier limitations, not all delivery options are available for all areas.
Courier availability: Premium delivery and collection options have a limited capacity & are not always available in peak periods.
Location of stock: stock located in a warehouse in a different area to your delivery address will take longer to be couriered to you. In such instances, only standard or collect may be available.

Standard Delivery to anywhere in Ghana will always be available for all orders. The delivery options we give you in checkout are the fastest we can offer based on your order & delivery address.

Can I collect my order myself?
You may have the option to collect your order at a AU-Avenue.com Pickup Point if you select Click and Collect during checkout.

If you opt to collect your order at a AU-Avenue.com Pickup point, you will be notified once the parcel is packed and ready for at the pickup point you selected. You will receive another reminder 48 hours later.

Your order will remain at the AU-Avenue.com Pickup Point for 7 days (including weekends) after it has been delivered there. Failure to collect during this period will result in your parcel being sent back to our Warehouse and a refund being processed for your order.

Who Can Sign For My Parcel?
The delivery service we offer is a door-to-door service. This means that the order is delivered to the address and not the person - i.e. if the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc. Please ensure that someone you trust is available at the address you selected.

Do you ship internationally?
Yes we do ship to addresses outside of Ghana. We do not ship to Post Boxes.
How is my estimated delivery date calculated?
Estimated delivery date is calculated based on the location of the stock in your order relative to your address per shipping option offered in checkout.

Can I reschedule my delivery?
To reschedule your delivery, follow these easy steps:
Go to your Orders page
If your delivery is eligible for rescheduling, a Reschedule Delivery button will be available
Choose a new delivery date from the available options and select Submit.
A confirmation message will be displayed to confirm that the rescheduling has been successful.

Why can’t I reschedule my delivery?
Please note that rescheduling your delivery is only possible if your order meets the following eligibility criteria.
There may be capacity or courier limitations on your order
You have not exceeded the maximum of two reschedule attempts
Your order has been auto-cancelled after two failed delivery attempts and is being returned to our warehouse.

If your delivery is not eligible for rescheduling and you will not be available to receive the order, please send us an email and one of our friendly online shopping assistants will contact you.

I wasn't here when you came to deliver my package! What now?
If an order could not be delivered due to no fault of ours (i.e. no one was home; we were unable to reach you or we had an incomplete or invalid address) we will attempt a second delivery.
If our second delivery is still unsuccessful, we will attempt to contact you via phone and email to make delivery arrangements with you.

If we are unable to reach you, the order will be returned to our warehouse. You will be refunded the amount for the products excluding the original delivery fee paid.

Can I change my delivery address?
No, the address chosen in checkout cannot be changed. If there is a problem with a delivery to the address you gave us, please contact us (include your order number) and a Client Concierge will do their best to assist.

How does Click + Collect work?
What is Click + Collect?
Click + Collect offers the option to collect your AU-Avenue.com order instead of having it delivered.

Where can I collect?
Send us an email stating your location and details of your order and we will show you where and when to your items up.

When can I collect my order?
Our Delivery Team will notify you by email & SMS once the order is ready for pick Pickup. You have 7 days to collect your order, after which the order will be cancelled and returned to the warehouse for a refund.

What are the open hours to collect?
Opening hours vary, but are mostly:
10am to 6pm on Mondays to Fridays
11am to 5pm on weekends or public holidays

Opening hours will be confirmed in checkout and on your Ready to Collect email.

What should I bring to collect my order?
You'll receive an email and SMS with a PIN. You may show some Identification when picking up
You can collect your order by showing the PIN.

What happens if my order is not at the branch when I arrive?
If you arrive at the Pickup Point and your order has not yet arrived then you have either come too early, too late, or are at the wrong place.

Only collect your order once you have received an email or SMS from the AU-Avenue.com Delivery Team
If you don't collect within 7 days your order will be returned to the warehouse and you’ll be refunded for the item(s).
If it’s neither of these, then check that you’re at the right Pickup Point.
What will happen to my order if it's not collected?
If the order is not collected within 7 days, it will be returned to the warehouse. The order will be cancelled and you’ll be refunded for the item(s) at a cost.

How will I know where the Pickup Point is located?
You will also receive a link to the map in your email when the order is ready for collection.

How can I pay for my Collect order?
You can pay using any of the available payment methods during checkout. AU-Avenue.com Pickup Points do not accept payment for orders and therefore you can’t use Cash on delivery as payment method.

Why is Click + Collect not available for my order?
Click + Collect is not available for spilt orders coming from multiple warehouses or suppliers.

Can someone else collect on my behalf?
If you choose to nominate someone else to collect an order on your behalf, you will need to provide them with your unique PIN and they have to show their any form of identity for security purposes.

Can I extend my collection expiry of 7 days?
It is not possible to extend the collection expiry date. Once you have received a notification that your order is ready for collection, you’ll have 7 calendar days to collect your order.

Can I change my order from Collect to Delivery?
It is not possible to change the delivery method once your order has been confirmed.

Can I change my selected AU-Avenue.com Pickup Point?
It is not possible to change the Pickup Point once your order has been confirmed.

I don't have unique PIN, can you resend the PIN?
Yes, we can resend the email and SMS provided it is to the same email and number linked to the AU-Avenue.com order.

Can I return my order using a Pickup Point?
Yes, you can drop off your return at the same AU-Avenue Pickup Point. Send us an email and we will notify our agents about the returning products.

RETURNS & EXCHANGES
How do I file for a return?
Log in to your AU-Avenue.com account.
Send us email with details of the items you want to return and your reason for wanting to return the item - we use this information to ensure we provide the best products and the best service to you. An agent will get back to you within 24 hours on how to drop them off.
Receive & Review: When the package arrives back at the warehouse, the items are inspected before the refund or exchange is authorised. This process can take 2-3 days (longer during high-volume periods).
You can add notes or images to your return for our returns agents to review when checking your return at the warehouse.
For each item, select whether you want a refund or to exchange it for a different size
If requesting a refund, choose your refund method and where possible we will refund to original payment method.
If requesting an exchange, choose the size you want your item exchanged for.
Refunds: If the refund is approved, you will receive an email confirming that your money is on its way.
Exchanges: If the exchange is approved, you will receive an email confirming your exchange order and we’ll start preparing the delivery. You will be able to track the progress of your exchange order from your account.
If your return does not meet the requirements and is rejected, we will get in touch and let you know why and to arrange to have the item couriered back to you.
We'll email you confirmation & further instructions. In the meantime, you can continue shopping on AU-Avenue.com

Can I return any item?
You can return unwanted product to us provided:
it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (excludes beauty products);
it is not missing any accessories or parts; and
The return is logged on the website within 7 days of delivery to you or collection by you of the unwanted product.

While we try to be accommodating with our Returns Policy, there are some items that cannot be returned. The following restrictions apply:
Swimsuit, bodysuit and underwear: AU-Avenue.com does not accept returns or process exchanges for swimsuits, bodysuits, underwear, and intimates.
Art on Demand: AU-Avenue.com does not accept returns on artworks print to order. This includes products that have original artworks printed on them (e.g. T-shirts, etc.).
Jewellery and watches:
AU-Avenue.com does not accept returns on jewellery products that are for piercings. Faulty or broken watches may be returned, exchanged or replaced by AU-Avenue.com within the 7 days of purchase. Any repairs or replacements thereafter will be referred to the manufacturer to resolve.
Beauty products: AU-Avenue.com does not accept returns on beauty products (makeup, cologne, perfume, etc.) for non-defective merchandise. If your merchandise has a significant defect, we'll be happy to exchange it for a non-damaged item after the item is inspected by our warehouse to ensure that it was a vendor defect. You must contact us within 3 days from the date of receipt.

The item I received is not what I ordered?
We do our best to make sure that the product you ordered meets expectations and is as described on AU-Avenue.com. From time to time we get it wrong and ship the incorrect item to you.

If you received something you didn't order, please log a return with the reason "Incorrect item shipped". This will trigger a stock check at our warehouses so we prevent it happening again.

Unfortunately, as we need to investigate the error, we are not able to exchange your item for a correct one. We will issue a refund when the incorrect item has been received at the warehouse.

What is the status of my refund?

Returns
Refunds for returns will be processed once the returned item has been received and inspected at our warehouse. It takes 3 to 5 days from collection or drop-off to receive and inspect the items at the warehouse. Once inspected it takes up to 5 working days for the refund to reflect in your account.

We’ll also keep you updated on the progress of your return and refund via email.

Cancellations
If items have been cancelled from your order due to an inventory error we’ll notify you via email & issue a refund.
If you paid with Credit/Debit card, Mobile Money or Bank Transfer, we’ll transfer the money directly back to that account. It will take up to 5 days to reflect in your account.

Failed Delivery or Expired Collection
If we are unable to deliver your order, or you don’t collect from a pickup point within 7 days, we will cancel the order and return it to the warehouse. Once the items have been received back at the warehouse we’ll issue you with a refund.

What are my refund options?

When will I be refunded?
In general, once we have received the returned product in our warehouse, your refund will be processed within 2 working days. Please allow up to 5 working days for refund to reflect in your bank account.

Can I get a refund for my delivery fee?
Delivery fees are not refundable unless an order has arrived damaged, faulty, incorrect or missing.

How do exchanges work?
Fashion and footwear products can be exchanged for a different size if the alternative size is available at the same price as the product you originally purchased. Unfortunately, you can't exchange your original product for a different one.

If the size you want is not immediately available, you can choose to be refunded.

How long does it take?
In most cases we’ll send you the exchange item when our couriers come and collect the return. Ensure that you have all the items to be returned ready for collection, otherwise the courier will not deliver your exchange.

If it’s not possible to do it in one delivery, once your exchange request has been approved we will collect the returned item from you and once it’s received and inspected at the warehouse, we’ll generate the exchange order for delivery.

FAQ

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