FAQS


GENERAL FAQS

 

PAYMENT

  • All online orders are processed via Shopify through Pesapal.
  • Our online payment partner is Pesapal. It is quick and offers a high level of security while accepting all major credit cards and debit cards.
  • You can also make payment via mpesa.
  • You will receive an email receipt for your purchase once payment is complete. 

 

SHIPPING

  • All orders are processed and shipped from our workshop in Industrial area within 2-3 business days after payment has been received and cleared.
  • We do ship internationally. 
  • All local (within Kenya) orders are shipped via Wells Fargo Courier services and all international orders are shipped via DHL.
  • Typically orders will be delivered within 2-5 business days depending on destination. 
  • If you require a special delivery that is urgent please call us on +254 790 482 838 or email us at shop@ikwetta.com

 

CUSTOM ORDER

  • You can place a custom order. All custom orders will be charged a flat fee of $10 and we require 2 weeks to custom make your pair for you.
  • You can choose any color from our library of leather and fabric options.
  • Please feel free to email or call us if you have a certain monogram or painting that needs to be done on our styles. You can see our handpainted collection on Instagram for ideas. 

 

RETURNS

  • Returns are accepted for exchange or store credit ONLY within 14 days of purchase.
  • Items must be in new, original and unworn condition and with all tags and original packaging attached and with a copy of the receipt.  
  • All sales are considered final on discounted and marked down items and cannot be returned.
  • Shipping charges will not be refunded.
  • Purchases made online can be returned via courier following the above guidelines.
  • Return shipping is the responsibility of the customer.

 

EXCHANGES

  • Exchanges are accepted within 14 days of receipt of purchase in new, original and unworn condition and with all tags and original packaging attached.
  • Exchanges will be inspected and processed within 5 days of receipt.
  • If the item being exchanged is out of stock a refund will be issued. A store credit will be issued upon request.
  • A copy of the refund or store credit receipt will be sent via email once the transaction is processed.
  • Return shipping is the responsibility of the customer.
  • Customer will be billed for shipping of exchanged item once it is processed.
  • Please note that All sales are considered final on discounted and marked down items and cannot be exchanged.

 

APPROVAL

  • All online returns and exchanges must be approved by Ikwetta.
  • Before shipping an item back, please send us an email at shop@ikwetta.com and let us know what is being returned and why.
  • We will confirm the return or exchange and issue a return authorization number (RA#), via email. The RA# must be clearly written on the outside of the return package.

Ikwetta reserves the right to reject any return or exchange if it doesn’t meet the above requirements.

 

TAX

  • All prices are inclusive of 16% VAT. (in Kenya)