FAQ

Frequently Asked Questions

Delivery

When will I get my order?
Usually, it takes 3 – 7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

USA: 3 – 4 business days
Africa: 10 – 20 business days
Europe: 6 – 8 business days
Australia: 2 – 14 business days
Japan: 4 – 8 business days
International: 10 – 20 business days

Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide.

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
Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us at support@acba.africa 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.

Orders

How are your products made?
We work with a print-on-demand drop shipper partner that distributes from several locations worldwide. So, depending on where you are located, your order is printed from the closest facility to be easily shipped to you.

How do I track my order?
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 message at support@acba.africa.

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 support@acba.africa 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 support@acba.africa.

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 support@acba.africa 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. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@acba.africa 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

RETURN POLICY

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

The return address is set by default to the facility of our POD Partner Printful. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

ACBA does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Returned by Customer – We do not refund orders for buyer’s remorse, however customers residing in Brazil and regretting a purchase must contact us and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

therefore ACBA and our POD partner Printful, reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

RETURN ADDRESS

Disclaimer: Only for product returns

Packages sent out from our partner US and Mexico fulfillment centers are returned to our Charlotte facility: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
Packages sent out from our partner facility in Canada are returned to: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
Packages sent out from our partner Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
Packages sent out from our partner Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
Packages sent out from our partner UK facility are automatically returned to Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ.
Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).
Packages fulfilled by our partner facilities in Japan are returned to: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan (apparel orders); Ibe 15, Kunogi, Nakanoto, Kashima, Ishikawa prefecture, Japan 929-1801 (non-apparel orders).
Packages fulfilled by our partner facility in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil.

PAYMENT METHOD

Debit Cards

How do I pay with my Debit Card?

Proceed to checkout and select the Paystack debit payment option
Enter your card details such as:
1. Card number
2. Expiry date
3. Security code
Click on complete your order.
For security, some banks will ask you to provide a One-Time Passcode (OTP), which will be sent to your registered mobile.

How to find my card details?

Do you keep my debit card details?

Your security is important to us and we take it very seriously. Every debit card transaction occurs within a secure environment. We do not retain your debit card information after your order is completed; it is submitted directly to our banks.

What steps does ACBA take to prevent card fraud?

ACBA realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.

In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder. We apologize for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.

How can I reach ACBA if I have challenges with payment?

You can reach us by email at support@acba.africa.

It’s Simple, It’s Easy and It’s Safe