Customer Service FAQs

Customer Service/ FAQ

Customer Service

Please forward all customer service related questions to anika@newafricadesigns.com. We will not be answering order questions in the DM's on Facebook or Instagram. 

Shipping 

ALL SHIPPING RATES ARE CALCULATED BY THE SHIPPING CARRIER. SHIPPING RATES ARE BASED ON THE WEIGHT OF THE ORDER AND THE DESTINATION. 

Apparel/Accessories/ -

1.) Please allow 3-10 business days for your order to be processed and shipped. Processing depends on the method of payment. If you pay with a credit card it takes 3-5 days for the payment to clear. Orders completed with paypal process in 1-3 days. Orders cannot be moved from processing to printing until the payment has been cleared. 

2.) Once the payment clears then your order will be moved into printing. These items are custom made so please allow 3-5 days for your order to print. In special cases orders will ship faster but unless noted these are the parameters in which orders are processed, printed and shipped. 

3.) Once printed your order will then ship. You will receive shipping confirmation via e-mail with tracking information and estimated delivery. 

Returns/Refunds 

Because most of our items are made to order there are no Refunds. We will however allow exchanges within 14 days of delivery. 

If there is an error with your order please email us right away at anika@newafricadesigns.com.  We will respond to your e-mail in 72 hours. Please do not direct message us on IG or FB regarding an order. 

When contacting customer service regarding your order please include:

Your First and Last Name

Order Number

Order issue &

Photographic proof of error 

If there is found to be an error on our part (i.e. wrong item sent, damaged goods etc) we will exchange the item and pay for the postage. 

Size Issues

Exchanges can be made within 7 days of delivery if you receive your order and it doesn't  fit the way you like it. Please e-mail us at anika@newafricadesigns.com with your order information if you would like to make an exchange. The customer is responsible for the cost of shipping and once we receive your order we will then ship out the replacement. Upon receiving the item if it is damaged, smells, stained or otherwise looks like it has been worn we reserve the right to cancel the exchange. 

Please contact us if you have any other questions at anika@newafricadesigns.com