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Returns & Refunds

 We pride ourselves on the quality of our goods and service and want you to be happy! A full refund is available on any items or goods purchased from our online shop if they do not meet your expectations, however except in cases where we have made an error with your order, you will need to pay the cost of returning the goods to us. Your right to cancel or return an item does not apply if goods are returned to us damaged, soiled or incomplete. If you wish to return an item please follow the procedure below:

  • Inform us in writing within 7 working days of receiving your order. Regrettably we are unable to process and accept returns and refunds without prior authorisation or via a telephone call.
  • State clearly your reason for returning the goods
  • State clearly if you require us to a. Refund your money. b. Exchange your item. c. Issue you with a store credit.
  • Return the items(s) in the original packaging complete with all original documentation and labels to: RETURNS. African Artisans, 15 High Street Glastonbury, Somerset BA6 9DP, England, United Kingdom.
  • Goods should be returned to us within 30 days by recorded delivery with insurance paid we cannot be held responsible and offer refunds for lost or missing goods.
  • We will start to process your return as soon as we receive the goods.
  • Your statutory rights are not affected.

The above steps can be implemented quickly and simply by logging into your account, viewing the order using the "Complete Orders" link under the My Account menu and clicking the Return item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned goods.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in most cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).


Damages

Every item we sell is carefully inspected and professionally packed before it is dispatched from our premises.  Please inspect the goods immediately upon receipt and in the unlikely event the goods arrive damaged, are defective or we have made an error with your order, please notify us in writing as soon as possible stating the order number and the nature of the defect, damage or error. Failure to do so within 7 working days shall deem that you have accepted the Goods. We regret that we cannot accept claims for damaged or defective goods without prior written authourisation. Telephone notification of damaged or defective goods cannot be accepted. Upon notification that your goods have arrived damaged or are defective we will ask you to return the goods following the procedure outlined above and we will refund your money and all postage charges.

You can return goods quickly and simply by logging into your account, viewing the order using the "Complete Orders" link under the My Account menu and click the Return item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned goods.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).