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CAN I MAKE CHANGES TO MY ORDER? (E.G. ADDRESS)

Unfortunately, once you've placed your order it is not possible to amend any details, as our warehouse team will have already started processing your order.

WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?

Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add afroservice@afrocentric.ca to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

DELIVERY TIMESCALES

  • What are your delivery time frames? we only us express shipping. mostly DHL
Estimated Delivery: 3 - 5 Business Days
Please note that each product has its own shipping method. please check ship on product page or view at checkout
  • Your estimated delivery date will be shown at checkout when you place your order. It will also be included on your confirmation email and on the tracking portal.
  • Our Customer Services cannot speed up or change delivery times. If your order has not arrived, but it is before your estimated delivery date, please do your best not to contact us – this allows us to help those with order issues more swiftly.
  • Where is my order? You can track your order HERE Make sure you click through the link to the carrier tracking for the most up to date status on your parcel
  • If you are missing part of your order, please check:

    • Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
    • The receipt/invoice in the bag/email, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
    • Your afrocentric.ca parcel packaging, if your order is arriving in multiple parcels then there will be a sticker on the bag to let you know the order has been split.
  • My order hasn’t arrived?! Sorry that your order hasn’t been delivered yet. Check your estimated delivery date on your order confirmation or on the tracking portal. - If it is before your estimated delivery date, don’t worry we sometimes send orders up to a few hours before delivery. Wait until your estimated delivery date to receive your parcel. - If it is past your estimated delivery date, check the latest tracking from the carrier on the tracking link. Unfortunately our customer services cannot change or fix delays experienced by carriers- so please only get in touch if there is no update from the carrier on their tracking.

If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team HERE. Make sure to let them know your order number and which items were missing.

CANCELLING OR AMENDING ORDERS

  • We are unable to cancel or amend an order once it has been placed. This is due to the speed that our warehouse ships orders. We are looking at a way to do this in future, but for now we are unable to change or cancel an order once placed.

PROMO ISSUES

My promo code isn’t working ! "
You should get an error message if your promo code doesn’t work, telling you what the issue is- but there are some quick tips to help you below:
  • Promo codes are usually single use per order
  • Promo codes usually have an expiry date.

HOW CAN I PAY FOR MY ORDER?

We've got you covered! We accept the following payment methods:

  • Visa

  • Visa Debit
  • Paypal
  • Mastercard
  • Mastercard Debit
  • Google Pay
  • Apple Pay
  • American Express
You can be assured that shopping with Afrocentric is safe! We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
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WHAT DOES PAYMENT REVIEW MEAN?

If your order has gone into payment review it means payment has not been received. This can happen for a few reasons, but don't worry, your card won't have been charged!

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps stated in ‘How do I return an item?’ and we'll do our best to resolve this for you.

DO YOU DELIVER TO PO BOXES?
The express shipping services for Canada cannot make deliveries to PO Box addresses. Please use an alternative shipping address or select the Standard or Saver shipping service.
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WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?

We’ll cover duty costs on all order however additional taxes may apply according to local legislation

CAN YOU DELIVER TO A DIFFERENT ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes, you can have your parcel delivered to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Deliver to same address’ you will then be given the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organization in the address field as well as the contact name to ensure your parcel is successfully delivered.

WHAT TIME WILL MY ORDER ARRIVE?

Deliveries can be made anytime between 8am and 9pm.

DO I NEED TO SIGN FOR MY PARCEL?

If you or a neighbor is home to accept the order, then a signature will be required. If nobody is home to receive the parcel, the shipping company will leave a card saying that they have attempted to deliver, and provide you with details on where the parcel has been delivered to. If there are no safe places or available neighbors, the courier will notify you and attempt re-deliver the next working day. Delivery will be re-attempted 3 times before being returned to the depot and returned back to Lady Magnificent. If you wish to have the parcel redelivered, please contact us.

WHAT IS YOUR RETURNS POLICY?
  • Please contact us for return address, we usually respond within 24 hours
  • Items must be returned within 30 days of receiving your order.
  • Items must be unworn and unwashed.
  • Grooming products, pierced jewelry or swimwear (if the hygiene seal has been removed) cannot be returned for health and hygiene reasons.
  • Shoes must be tried on indoors.
  • Items must have all tags attached.
  • Beauty products and accessories cannot be returned.
  • Any returns must be made at your own cost however you must obtain you proof of postage until you have received your refund, just in case your order is lost on its way back to Afrocentric.ca

HOW MUCH DOES IT COST TO RETURN AN ITEM?

We're sorry but we are unable to offer a free returns service. Returns must be made at your own cost. Please return using a standard trackable service. A returns label for your local returns center will be included in your parcel. Please contact us to receive return label

DO YOU HAVE A CAP SIZE GUIDE FOR YOUR WIZE

Heads up !!! As we are a Canada based company, our products will come with Global measurement, but not to worry, all products are careful checked & crafted with adjustable straps, hooks and bands accordingly to match the size of your scalp no matter what cap size you get, we guarantee it will fit your scalp according to how you want it. Check out our size guide HERE

WHY CAN'T I FIND AN ITEM THAT WAS ADVERTISED?

Oh no! This is probably because our advertised products usually sell out very quickly so it may be that they are no longer in stock.

 

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