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