• All stoles in the ready-to-wear section of our online shop are in stock and ready to ship unless otherwise stated. We aim to ship out your order as quickly as possible.
• Items in stock will be processed before shipping. Processing involves order verification, order preparation and packaging, which may take some time especially in the peak of the graduation season when there is a large influx of orders, hence after placing your order, your package will be dispatched within 24 to 48 business hours (1 to 2 business days) of our receipt of the order. Business days are from Monday to Friday, and do not include weekend days and holidays (Ghanaian holidays inclusive). Any order placed after 12 P.M. GMT will be processed the following business day.
Due to a high volume period, your order processing may take longer than anticipated.
• Shipping will be done from different locations depending on the item(s) you purchase on elanafrique.com and the location to which the item(s) will be delivered. We will ship your Ready-To-Wear stole from our outlet closest to where you’re ordering from, to cut down on shipping costs. This policy, however, is largely influenced by which of our outlets has your ordered piece in stock. Find out the location of our various outlets here.
• Shipping is free (both locally ie. within the USA or internationally) for orders worth $120 or more but comes at a fee, if your order is valued less than that.
• We partner with reliable and time conscious courier services (DHL Express, USPS & UPS) to ensure the safe and timely delivery of your stoles. Shipping times for each courier service will be listed at checkout so that you know when to expect to receive your package after you receive the notice of shipment. Nonetheless, we cannot guarantee actual delivery dates and times and do not take responsibility for delays on the part of the couriers.
• We will furnish you with a waybill/tracking number immediately your order is shipped so that you can digitally trace its journey to you.
• Items that are out of stock can be back-ordered. In this instance we will have to make the stole for you. This may take some time. The production turnaround times vary per item and are outlined in the product description tab of each product page.
Addressing
• Your item is insured against loss or damage in transit and must be signed for on receipt, therefore it cannot be sent to P.O. Box or Mail Receiving Centre addresses.
• You are responsible for providing the correct delivery address.
Addresses written in non-Latin characters
Our Courier partners require all addresses be written in Latin characters, hence if you list a shipping address in non-Latin characters, we are obliged to transcribe it. We do so by looking up the Latin version of your address using an address validation service. The majority of addresses are correctly transcribed. However, if for any reason, your address is incorrectly transcribed, the courier service will contact you to obtain the correct address and arrange delivery, at no extra cost to you.
- All custom-made stoles and backordered Ready-To-Wear stoles will be shipped from Ghana, the country of production.
- All orders from Europe will also be shipped from Ghana, since we do not have outlets in European countries.
• In both of the above named instances, the stole is being made specifically for you and hence will be shipped straight to you from the place of production after production is completed.
• Expedited shipping of orders from Ghana could be done via DHL Express or UPS which you’d typically receive within 3-5 business days.
• Expedited shipping from Ghana is free, for orders worth $120 or more but comes at a fee, for an order valued at an amount less than that.
• Alternatively, there is a cheaper standard shipping option, handled collaboratively by Ghana Post and USPS which takes 14 to 28 business days to arrive in the USA
Customs charges
• If your order is being shipped from Ghana, you are responsible for ensuring that the stole you purchased can be lawfully imported to the destination country. When ordering from elanafrique.com, the recipient is the importer on record and must comply with all laws and regulations of the destination country.
- You are responsible for any duties, customs charges* and/or taxes levied at the point of entry into the destination country.
*Customs Duty is a tax imposed on certain imports of goods which is payable to the relevant tax authorities when importing goods from outside your country. Costs and thresholds are determined by each individual country.
Product exchanges can be made within 1 day of purchase if they’ve not been already shipped. Please note that discounted products are final sale items and cannot be returned or exchanged.
We appreciate your feedback. Please contact us, in a timely manner, telling us why you aren’t satisfied with your purchase and we will generate a return label for your order.
Kindly read our return policy below before finalizing your purchase with us.
READY-TO-WEAR STOLES
• If the product does not meet your expectations, you can return the stole to us in the same condition you received it in, for a full refund.
Please ensure that you report an issue with your order within these underlisted deadlines:
- Damaged item (eg. a stain or tear in a stole): Within 24 hours of when the package was marked delivered.
- Defective item (eg. an incomplete embroidery stitch on a stole): Within 24 hours of when the package was marked delivered.
- Wrong items (eg. you received a Black Doctors Matter stole instead of the Black Grads Matter stole you ordered): Within 24 hours of when the package was marked delivered.
• All returns must be unworn, unmarked, in new condition, and complete with their original tags in place as received.
The item must be returned in its original packaging, with all care taken to protect the box and the item for its return journey. We are entitled to make a deduction from the refund for any diminution in value of the returned goods caused by handling the item beyond what’s necessary to be sure they are what you ordered.
CUSTOM-MADE STOLES
We take great care and pay a lot of attention to detail in the production of our products and our policy is to ensure that all products supplied reach you in perfect condition.
As a number of our designs are handmade to order, we are always happy to advise customers regarding colour matching and aesthetics prior to placing an order.
If for any reason, you are not completely satisfied with your purchase, we will gladly work with you to re-make and re-purchase a new design of your preference. However, due to the nature of the production process, a completed piece cannot be modified.
- Elanafrique does not accept returns on custom-made orders ie. items that have been made to the consumer’s specifications or clearly personalized for the consumer with bespoke designs and inscriptions.
We only accept returns for custom made orders under these circumstances:
- Damaged item (eg. a stain or tear in a stole)
- Defective item (eg. an incomplete embroidery stitch on a stole)
- Wrong items (eg. the stole was not made to the specification you outlined)
These circumstances must be reported within 24 hours of receipt of your stole.
Miscalculations and poor timing on the part of buyers
We understand that graduation stoles are time-sensitive merchandise which is why we attach estimates to both processing time and shipping time on our website.
This is to ensure that buyers can make informed and calculated decisions when placing an order.
We do not take responsibility and hence, would not issue refunds or generate return labels for orders which “arrived late” due to miscalculations on the part of the customer, rendering the customer unable to use the stole on the date he/she would want to use it.
Courier delays
We are not responsible for delays on the part of the shipping couriers once your package is handed over to them and as such, will not accept returns based on this reason.
Once you opt for your order to be shipped by any shipping company, you agree to their terms and conditions by extension. We will follow up on issues that may arise between you and your selected courier should the need arise but will not be held liable for losses, damages or delays on their part.
Pursuant to such issues, we will not issue any shipping cost refunds until a refund conclusion had been arrived at between you and your courier of choice, and the courier has released the refund to us.
Colour accuracy
We ensure that our colour matching is a good representation of the actual colour, however, colours may vary due to screen resolutions of buyer(s) computer or mobile devices or suppliers’ thread batches. This is not classed as faulty or defective.
Please note:
- There are no returns or exchanges on discounted items.
- The cost of shipping for returns is not the responsibility of Elanafrique.
Once your return is authorized, received and reviewed, we will send you a confirmation email, letting you know if your return has been approved.
For all received returns, a refund including any shipping costs will be issued to the original card or account that was used for the purchase within 7 days of receipt of the return after the return has been inspected to ensure all criteria are met.
- A package is considered missing 120 hours after the order tracking has showed that your order has been delivered without you receiving it.
- Elanafrique will not be held liable for losses of packages on the part of your selected courier.
- Once your package is handed over to the courier service by Elanafrique, the courier service is fully responsible for anything that happens with your package afterwards.
Please notify us about this and we will follow up with the courier service on this, on your behalf.
We encourage that you also contact the courier service yourself to help speed up the investigation process.
While the loss of the package is being investigated, we can arrange to ship one replacement stole to you for free with a shipping courier of your choice, however you will have to pay for shipping of the replacement.
The replacement can be any stole on elanafrique.com worth $15.99 or less.