Order Processing Policy
Categorization of different contexts:
Before the order
Getting of the order ("To Accept")
Order validation ("To Ship")
Shipping order ("Shipped")
Return of parcels for exchange or cancellation
Definition of "Non compliant" product
Type of refund when canceling an order
1- Before the order
Make sure that the visuals reflect the colors of the product and that these are mentioned in the description and selected as specifications.
Make sure measurements are mentioned in the description.
Ensure that delivery times are the maximum number of days between ordering and receiving by the buyer, including the production time.
Regularly check sizes and stocks to avoid order cancellations.
The seller account address is considered a return address by default, if the seller does not give a proper return address.
2- Getting of the order ("To Accept")
48h to accept the sale, or automatic refunding of the buyer on his Afrikrea wallet.
In case of refusal and cancellation, the seller must give an explanation to the buyer.
In case of 3 cancellations over 5 days, the shop is automatically offline, the seller must reactivate his shop ;
In case of 10 cancellations or refunds over 30 days, the designer?s shop can be deactivated and under study to be definitively closed.
3- Order validation ("To Ship")
In case of delay in the preparation of the order, the designer must absolutely inform the buyer. If not, he can contact the Customer Service and request an immediate cancellation of the order. This cancellation can then be made without warning the seller.
If the production delay is more than 15 days, the designer must send a message at least once a week to the customer to reassure him of the progress.
When a buyer sends a message, the seller has 48 hours to answer. If she doesn't get any reply, the customer can contact the Customer Service and request an immediate cancellation of the order, without warning the designer.
After 5 cancellations of this type within 30 days, the seller may lose its "verified seller" status and can see his shop closed.
For clothing order: the designer must send a message to confirm the size and measurements. In case of shipping without confirmation, if the buyer is not OK with the size, the product is considered as "non compliant" => The seller bears the cost of returning the product.
When a buyer asks for help to choose the correct size and the seller does not reply nor provide a precise answer to her /his messages, the seller will have to cover the possible cost of return in case the buyer is not satisfied with its purchase.
4- Shipping order ("Shipped")
It is strongly recommended to make a shipment including a tracking number. Otherwise, in case of loss of package or non-receipt, the customer may request cancellation and full refund of the order, as no proof of shipment.
A buyer sends a message, the designer has 48 hours max to answer. In case of no return, the customer can contact the Customer Service and request an immediate cancellation of the order without warning the seller. After 5 cancellations of this type within 30 days, the seller loses its status of verified seller and can see his shop closed after 10 cancellations.
The designer is responsible for shipping their items sold to buyers. If he uses a shipping or logistics service, he takes the entire responsibility to ensure that his buyers receive the items purchased in his shop.
In case of non-receipt of packages, the designer must in all cases initiate the steps with his carrier. In case of shipment by tracking and that it indicates that the product has been received, even if the buyer indicates not to have received, the designer is not required to refund.
If a customer refuses a delivery because he is asked to pay a customs fee, he can ask to be fully refunded because he is not responsible for the shipping method. It is up to the seller to warn the buyer and propose a solution that he can accept or refuse.
5- Return of parcels for exchange or cancellation
If a customer wants to return a product that proves to be non-compliant, the return costs are the responsibility of the seller.
A buyer sends a message, the designer has 48 hours max to answer. In case of no return, the customer can contact the Customer Service and request an immediate cancellation of the order without warning the seller. After 5 cancellations of this type within 30 days, the seller loses its status of verified seller and can see his shop closed after 10 cancellations.
If the customer requests a return address, the seller has 5 days to respond and give it to him, otherwise we give him a default delivery address. If the package is sent to the wrong address, it will still be considered returned.
In case of return of the customer, the creator has 15 days to confirm receipt or warn that he has not received. Otherwise, the package is considered returned.
6- Definition of "Non compliant" product
If the seller sends a product and it turns out to be non-compliant, it pays the cost of return and refund fully the order.
A product is considered "non-compliant" if one of the requirements stated above was not met and/or the customer provides evidence that:
the product arrived damaged
there is a manufacturing default
the color is different than the color in the product picture or the measurements were missing or not exact ;
the product is not the same as the one shown on the product picture
the materials and the other descriptive elements are different from the reality (you say that it is silk whereas it is not true)
in clothing, if the measurements have not been confirmed before sending
7- Type of refund when canceling an order
Case | Total Order | Total Order - Shipping Cost | Total Order + Shipping Cost | Depends on seller's policies |
Order "To Ship" | X |
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Order Shipped Without tracking number or proof | X |
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Order shipped With Tracking or Proof of Shipment: Tracking Number Does Not Report Progress and No News | X |
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In case of refusal of package because customs fees requested | X |
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Customer specifies when ordering that he wishes to receive it for a specific date and that the date is exceeded | X |
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Order received: Cancelation request made before 15 days after receipt; the product is compliant and has no defects | X |
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Order received: Cancelation request made before 15 days after receipt; the product is not in conformity or presents a defect (proof of the customer) | X |
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Order received: Cancelation request made after 15 days after receipt and product compliant and without defect | X |
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Policy on authorized products on Afrikrea
Afrikrea reserves the right to disable products that do not respect the list of authorized products, and those reported as copying or plagiarism. If this happens several times at the same seller, it's his shop that may be disabled. Please find below details of our product acceptance policy on the site.
1- Unauthorized products
Hair or cosmetic products.
Products whose photos are not clear or of sufficient quality
Prohibited products defined in the General Use Conditions.
Fashion, art and craft products that do not fit Afrikrea's African inspired?s definition.
2- African inspired product in Afrikrea
We consider a creation inspired by Africa each product that meets the following conditions:
Products composed of African materials of origin or use, as it fabrics, pearls, patterns or other components of the product.
With a message or meaning clearly related to African culture.
All products that the Afrikrea team accepts to describe as an African inspired craft
3- Copying and plagiarism on Afrikrea
The products qualified as copy or plagiarism by Afrikrea team will be automatically disabled. And if it happens several times at the same seller, it's his shop that may be disabled. You have the possibility to report any creation that would be a copy or plagiarism, by going to the page of this product, and clicking on "Report this product to Afrikrea", below the "Contact the seller" button.
It is forbidden to use photos of other brands or sites. You must only to put pictures that belong to you.
You are also not allowed to offer creations identical to those of another existing brand.
We also encourage you to help by "flagging" products that do not comply with this policy by going to the page of this product, and clicking on "Report this product to Afrikrea", below the "Contact the seller" button.