HAF Shipping & Returns
Policy
1. Return Policy for Food Products (Perishable Goods)
Applies To: All food and perishable items sold on the HAF platform.
Policy Overview:
Due to the perishable nature of food items, returns are generally not accepted unless the
product is:
- Delivered damaged, contaminated, or expired;
- Incorrect (e.g., not the item ordered);
- Delivered in a way that does not match the product description on our website.
Conditions for Return:
- Return requests must be lodged on delivery or within 24 hours of delivery.
- Photo evidence must be submitted via company email or company WhatsApp.
- The item must be unopened, unused, and stored under proper conditions.
Refund/Replacement:
If the return is approved, HAF will facilitate a refund or replacement, subject to product
availability.
-Refund or replacements due to customers mistake will be done at the customers expense
No refunds or replacements will be issued for:
- Incorrect storage or mishandling by the customer;
- Change of mind;
- Items returned after the 24-hour window.
Legal Compliance:
This policy is in compliance with the The Competition and Consumer Protection Commission (CCPC) Act, which limits returns for
perishable goods unless they are defective, unsafe, or do not meet agreed standards.
2. Return Policy for Non-Food Items (Fashion, Crafts, and Accessories)
Applies To: All non-food items including Chitenge outfits, accessories, arts, and crafts sold on
the HAF platform.
Policy Overview:
Returns and exchanges are permitted for non-perishable goods that meet the following
conditions:
Eligible Reasons for Return:
- The product is defective or damaged upon delivery;
- The product is not as described (wrong size, color, or type);
Return Conditions:
- Return requests must be made within 24 hours of delivery.
- Items must be unused, in original condition, with tags and in original packaging.
- Proof of purchase (receipt or transaction ID) is required.
Exclusions:
- Items damaged due to misuse, alteration, or negligence;
- Custom-made items unless faulty;
-Artwork with glass if delivered with broken glass;
- Change-of-mind returns.
Refund Process:
Refunds will be processed within 7–21 business days after the returned item is received and
inspected.
Refunds are issued via the original payment method.
Legal Compliance:
This policy is aligned with the The Competition and Consumer Protection Commission (CCPC) Act, which protects consumer rights to
redress for goods that are defective or not fit for purpose.
3. Shipping Policy
This Shipping Policy outlines the terms and conditions related to the shipping and delivery
of products purchased through the House of African Fashion (HAF) online marketplace (the
"Platform"). By placing an order on HAF, you agree to this Shipping Policy.
1. General Shipping Information
1.1. Marketplace Model: HAF operates as an online marketplace. Products are sold by
independent vendors ("Vendors") located across Zambia and potentially other African
countries. Shipping is facilitated by HAF in coordination with these Vendors and third-party logistics providers.
1.2. Shipping Origin: Products are shipped directly from the Vendor's location in Zambia
(or other specified African country) to the customer's designated delivery address.
1.3. Processing Time: Once an order is placed and payment is confirmed, Vendors typically
require 1 hour to process and prepare the order for shipment. Handmade or custom items
may require a longer processing time, which will be clearly communicated to customer.
1.4. Business Days: Shipping and delivery times refer to business days (Monday to Friday,
excluding public holidays in Zambia and the destination country).
2. Shipping Methods and Estimated Delivery Times
HAF offers various shipping methods, with estimated delivery times varying based on the
destination and the nature of the product (e.g., perishable food vs. durable fashion/crafts).
2.1. Domestic Shipping (within Zambia):
* Standard Shipping: Estimated delivery within 1-3 days after processing.
* Express Shipping (where available): Estimated delivery within 1-2 business days after
processing.
2.2. International Shipping:
* Standard International Shipping: Estimated delivery within 5-7 business days after
processing, depending on the destination country and customs clearance.
Please Note: Actual delivery times may be longer due to
unforeseen circumstances such as customs delays, adverse weather conditions, carrier
issues, or remote delivery locations.
3. Shipping Costs
3.1. Calculation: Shipping costs are calculated based on the product's weight, dimensions,
the selected shipping method, and the destination address.
3.2. Display: -The total shipping cost will be indicated on the check out page.
-If the purchase exceeds the specified weight on the checkout page, the top-up charge will be communicated to the customer within 1 hour of order
confirmation.
3.3. Multiple Items/Vendors: If your order includes items from multiple Vendors, you may
incur separate shipping charges for each Vendor's shipment.
3.4: Delivery is made to the customers door step. However, destinations with Delivery Method indicated with a pickup point on the checkout page may attract a surcharge if the customer requests for door step delivery.​​
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4. International Shipping, Customs, Duties and Insurance
4.1. Customer Responsibility: For all international orders, the customer is solely
responsible for any import duties, customs fees, taxes, or other charges levied by the
destination country. These charges are not included in the product price or shipping cost
paid to HAF.
4.2. Customs Clearance: -Delays may occur due to customs clearance procedures in the
destination country. HAF has no control over these delays and cannot predict their duration.
-The customer is solely responsible to ensure that the products being ordered are cleared for entry by the local authorities in the country of destination.
4.3. Refusal of Delivery: If a customer refuses to pay customs duties or taxes, the package
may be returned to the Vendor or abandoned. In such cases, the customer will be
responsible for any return shipping costs, and no refund will be issued for the original
purchase or shipping fees.
4.5 Insurance: -Insurance is charged at 2% of the invoice value. This amount is to be added to the invoice value and paid together with the invoice value by the customer on order confirmation to HAF account.
-Uninsured products will be delivered at owners risk.
5. Order Tracking
5.1. Tracking Information: Once your order has been shipped, HAF will provide you with a
tracking number and a link to the carrier's website (where available) via email, allowing you
to monitor the status of your delivery.
5.2. Tracking Updates: Please allow 24-48 hours for the tracking information to become
active after you receive the shipment confirmation email.
6. Delivery Issues
6.1. Incorrect Address: It is the customer's responsibility to provide an accurate and
complete shipping address. HAF is not responsible for non-delivery or delays due to
incorrect or incomplete addresses provided by the customer. Additional shipping fees may
apply for re-delivery attempts or address corrections.
6.2. Lost or Damaged Shipments:
* If your order is lost in transit or arrives damaged, please contact HAF customer service
immediately at houseofafricanfashion@gmail.com or +260956300600.
* Please provide your order number and, for damaged items, clear photographic evidence of
the damage to both the product and packaging.
* HAF will investigate the issue with the Vendor and the shipping carrier and work towards
a resolution in accordance with our Returns and Refunds Policy.
6.3. Delays: While HAF strives for timely deliveries, we are not liable for delays caused by
the shipping carrier, customs, force majeure events (e.g., natural disasters, strikes), or other
circumstances beyond our reasonable control.
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7. Packaging
7.1. Vendor Packaging: Vendors are responsible for packaging their products securely to
ensure they arrive in good condition. HAF may provide guidelines or recommendations for
packaging.
7.2. Food Product Packaging: For food products, Vendors must adhere to strict
packaging standards to maintain freshness, hygiene, and compliance with food safety
regulations.
8. Changes to this Policy
HAF reserves the right to update or modify this Shipping Policy at any time. We will notify
you of any changes by posting the updated policy on the Platform. Your continued use of the
Platform after such changes constitutes your acceptance of the revised policy.
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