We advise our customers to carefully read the return and refund policies, if you encounter any problems, we encourage you to send support requests via email, avoiding unnecessary disputes and complaints.
Refund and return policy when you buy goods at Ottafrique are specified here:
After finalizing the checkout of an order, you may adjust its information by contacting us via email@example.com within 24 hours. If you do not make any changes to your order within 24 hours, the order will be sent to production, and you will have to wait the right to adjust the order details or to cancel it.
- The design of personalized items cannot be adjusted after the order is successfully finalized.
- The item quantity in a discounted order and the product type of your order, you can not make changes to your ordered item’s color and/or size unless that change results in any fluctuation in the price of the final item.
- The item quantity in a discounted order and the product type of your order cannot be changed. If you have any need for these changes, please contact us to cancel the order, after which you can then place a newly revised order.
All of our artworks, made and supervised by a professional design team, are tailored to the tastes of our customers
Customers can contact their carrier (i.e., USPS/ UPS, DHL, FedEx etc.) for exact details on the delivery, including GPS location.
We want you to be satisfied with services provided from us. If your product is defective or not described, don’t worry. Just send us an email at firstname.lastname@example.org and we will make it right by offering you a replacement or refund.
Any unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.
Any dissatisfactions related to apparel sizing and/or colors will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first 24 hours after completing your purchase.
Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.
We will give refund of your receipt (Transaction Fee + Shipping Fee) or send you a replacement if your order meets the problems below.
Your order will be submitted to either replacement or refund if:
- Your order does not arrive at your shipping address within 45 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected.
With our policy, within 7 days of you receiving the item, you can request a refund or a replacement in the following cases:
- Printed products are not clear, blurred.
- The printing position is not centered as described on the website.
- Wrong product delivered in the order, or part of the order is wrong.
- Damaged by transportation: torn, stretched.
- The product has the wrong size or color as described.
- Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.
Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:
- Photo(s) of quality issues and any damaged parts of the actual product received;
- Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
- Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
- Photo(s) of the original shipping label of the product received.
You can send these pieces of evidence through email support: email@example.com. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.
After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by our internal team within 07 business days of refund confirmation. In the next 24 hours (from the time of receiving the email/SMS requesting to Cancel the customer’s order), our Customer Care Department will confirm the details with the order on your email and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that Ottafrique is integrating. Please remember it can take some time for your bank or credit card company to process and post the refund.
There is no need to return your item under any circumstances. Items purchased from Ottafrique are custom made and printed just for you. Returns cannot be offered unless the item is defective. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us via firstname.lastname@example.org within 07 business days of order delivery to explain your grievance. Our customer service will then help provide a replacement or refund if deemed appropriate.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
• We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
• You will be responsible for paying for your own shipping costs for returning your item(s).
• We will issue a refund or send a replacement immediately when we check your items have full conditions of refund policies. You don’t need to return your items. The time of receiving your replacement item is the same as the time of shipping new products.
HOW TO SEND REFUND AND RETURN REQUEST: Within the specified time we have notified, if there is a request for refund and return the product, please email us with the following content:
- Order information
- The problem of the order
- Shipping Label
- Pictures of defective products
TIME AND METHOD OF REFUND:
After we have reviewed and accepted your refund request, we will proceed to refund the value of your order, after a period of about 7-10 days you will receive your refund. The method of receiving your refund will match the method you paid for your order at Ottafrique.
- You must provide all information and/or documentation in connection with your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if you fail to provide the information and/or documentation requested or if you provide inaccurate or fraudulent information.
- We shall not be responsible for any damage, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store.
- When you submit a purchase, the risk of order loss is transferred from our store to you/your party once your order is delivered to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.
- We shall not take any liabilities for any loss or shipment delivery failure due to: recipient’s unavailability, incorrect or insufficient addresses, or package refusal Therefore, kindly ensure your information is correct before checking out. After your order is completed, if you find any mistakes in the order confirmation, please contact us at email@example.com as soon as possible to receive prompt support