Frequently Asked Questions

Yes, we’re still open 24/7 to accept orders in Ethiopia and most locations internationally. Please see the current list of international exclusions over on our delivery page here. We are still offering free Ethiopia delivery when you spend on or over ETB 20 with us.

We’re trying to keep on top of order send-outs as much as possible following the necessary safety measures and guidelines. Our the warehouse has changed it’s opening hours to Monday to Friday, but don’t panic - we’re working with external fulfilment partners to ensure they’re taking all the correct and necessary safety precautions.
At present, we’re not offering a next day delivery service. We are trying to get orders to you as quickly as possible therefore we have taken this delivery option down until it is safe to do so again.

Once you’ve placed an order with us you’ll receive an email to the address provided. If you did you not receive an email, please check your spam/junk folder and double-check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further.

Our returns are continuing to operate as normal. Refunds will be processed within 14 days of your return arriving back to us. The money may take 3 – 5 working days for the refund to appear in your account.

For in-store orders, please contact us and we will try and help, alternatively, we’re happy for you to return your item back to us in-store 14 days after our stores reopen.

Due to circumstances, our phone lines are currently closed, however, you’re welcome to contact us by email, you can reach out via our contact us page. Our Customer Service Team are working as hard to respond to everyone as quickly as possible, but we are currently experiencing a delay in getting back to everyone due to the rise in requests in response to the COVID-19 outbreak. Please be patient with us, and we’ll get back to you as soon as we can!

We’re taking the Coronavirus outbreak incredibly seriously and want to ensure the wellbeing and safety of staff at all times when making any decisions. Since the government advised it was safest to do so, all-out head office staff have been working from home (except for those who have ‘business-critical roles’). We have put in place a strict social distancing policy for any members of staff who may have to come in closer contact during the outbreak.
Our warehouse staff are following a series of strict guidelines including social distancing, hand washing and many more which may result in some delays in order send-outs.