FAQ’S Products:

Q). What size am I?

A). Unless stated, all clothing is unisex. You can use the size guide chart to help you find the right size, which can be found under the product.

Q) What material is used for the products?

A) All of our products are made from eco-friendly cotton. 

Q) What type of printing technique is used on the items?

A) Direct to garment (DGT) printing is used for all the products (vegan dyes). DGT uses ink to print directly onto the fabric or item. It goes straight into the fibres of the fabric, meaning you don’t feel the design or ink when you touch it. 

Orders:

Q). Do I have to pay customs charges on my orders?

A). Unfortunately, I Heart Africa is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by I Heart Africa. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

Q). What if I have not received part of my order?

A). If you're missing part of your order, it's possible it could have been sent in more than one parcel, this is likely to be the case if your order is quite large.

Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.

If you haven’t received all of your items please contact us within 14 days.

Q). How can I pay for my order?

A). We accept the following payment methods: all payment methods tbc

Visa

Visa Debit

Maestro

Paypal 

Mastercard

Q). How do I know you have received my order?

A). 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 your order has been processed, you will receive a second email to let you know that your order is on its way to you.

Q). Can I make changes to my order? (i.e. address)

A). As soon as you make your order, we will start processing it. Unfortunately, this means that you will not be able to make changes once you place your order. Please double check that your order is correct before placing it. 

Q). What should I do if I receive an incorrect or faulty item?

A). We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please email us with the following info:

Your name

Your order number

Product name & code (this can be found on your order confirmation email)

Picture of the fault / incorrect item

Q). Can I return/exchange an item?

A). Unfortunately, you cannot return or exchange any items. All purchases are charitable donations, therefore cannot be exchanged or refunded. The proceeds will go towards caring for the children. 

Q). What is my money going towards?

A). All profits will go towards the children’s on-going expenses and running costs.

Q). What is the processing time?

A). Processing time can take up to 2- 5 working days. Once your order is processed, you will receive an email to let you know it’s been shipped.