FAQs

  1. HOW CAN I CHANGE MY SHIPPING ADDRESS?

You can send us an email at hello@hvafrica.com with the new shipping address details '60 minutes' after completing your order. Kindly, include your order number. As all our deliveries are done using 'express shipping', we cannot alter the shipping address if it is not changed within the time limits specified.

  1. WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)

We take such matters very seriously and will look into individual cases thoroughly. Any product that is delivered damaged should not be thrown away before taking photo proof and emailing the photo of the affected product and your delivery order/ tracking number to us at hello@hvafrica.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

  • In the event of damaged product received, we will require photo proof of the affected samples and your delivery order number/ tracking number in order for us to investigate and review before a decision is made to re-send a new product to you at no cost, subject to availability. In light of this, any product that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at hello@hvafrica.com
  • In the event of lost delivery/package, we will get in touch with DHL to locate the package and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.
  1. HOW CAN I TRACK MY ORDERS?

Orders can be tracked using this link http://www.dhl.com.gh/en/express/tracking.html

Insert your tracking number in the box. If this is not possible you can contact us at hello@hvafrica.com

  1. CAN AN ORDER BE CANCELLED ONCE PAYMENT HAS GONE THROUGH?

Refer to DELIVERY & EXCHANGES

If you wish to cancel or modify your order, please send us an email within '60 minutes' of completing your order at hello@hvafrica.com. We will make every effort to accommodate your request. However, once an order has been submitted we cannot guarantee the purchase can be cancelled or modified. 

Note: We cannot give refunds once payment is verified and has gone through.

  1. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

Customers who ship their orders within West Africa and Great Britain should expect to receive their orders within two (2) business days; Africa, North Africa, Europe, USA, Canada, Mexico within three (3) business days; Asia, Middle East, Australia and the rest of the world four (4) business days, upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately via email at hello@hvafrica.com and we will help to confirm the status of your order.

  1. WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG PRODUCT DELIVERED/MISSING PRODUCT?

We take such matters very seriously and will look into individual cases thoroughly. Any product that falls under the category should not be thrown away before taking photo proof and emailing the photo of the damaged product and your delivery order/ tracking number to us at hello@hvafrica.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

  • In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the damaged product and your delivery order/ tracking number as well before a decision is made to re-send a new product to you at no cost, subject to availability.
  • In the event that you receive an expired product, we will require clear photo proof of the product and its expiry date for close inspection and review before a decision is made to re-send a new product to you at no cost, subject to availability.
  • In the event that you've received the wrong product, we will require photo proof of the wrongly sent product and the delivery order/ tracking number and after reviewing, we'll re-send the correct product to you at no cost, subject to availability.
  • In the event you've received your order with a missing item/product, we will require you to email us a clear photo proof of your delivery to info@hvafrica.com and after which, kindly drop us an email at info@hvafrica.com and our we will attend to you to find out more before a decision is made to re-send the missing item to you at no cost, subject to availability.
  1. WHAT ARE THE PAYMENT METHODS AVAILABLE?

For international orders, we only accept Credit/Debit cards and Paypal payments. For domestic orders we accept VISA cards (Ghana Issued), and mobile money payments via Hubtel.

  1. CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card that is supported by Paypal.

By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.