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FAQ

Delivery

When will I get my order?

It takes 3-7 days to fulfill most orders, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

Domestic: 1-3 business days

International: 10-14 business days

Where will my order ship from?

We are located in Dar es Salaam, Tanzania, your order will be shipped from Tanzania.

Shipping charge?

Depending on the destination, size and weight of the products the shipping charge may vary, we will let you know of shipping charges upon order confirmation.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address.

● Ask your local post office if they have your package.

Pro tip: If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [hello@refixit.co.tz] with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Payment Options

We are using Direct Pay Online for all payments, however if you prefer another payment channel do let us know at [hello@refixit.co.tz], we will let you know of the possibilities.

Orders

How are your products made?

We work with a locally available sisal fibres, some of our beads are locally handmade by local artisans in Tanzania.

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [hello@refixit.co.tz].

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [hello@refixit.co.tz] within a weeks' time with photos of the damaged product, your order number, and any other details you may have about

your order. We’ll get back to you with a resolution as soon as possible!

Returns

What’s your return policy?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at [hello@refixit.co.tz]

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [hello@refixit.co.tz] with photos of wrong/damaged items and we’ll sort that out for you.

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at [hello@refixit.co.tz] within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund