Returns and Refunds

How do I return my order?
If you’re not happy with your order, you have 30 days to send us back any items - FREE. To make a return, just mark the return from that came with parcel, pack what are returning, and use the enclosed return label to send back your items. Make sure to cover up or remove the original delivery bar code on the box.
If you’re missing a return label, register your return online below and you’ll also be able to save and print a digital PDF label for your return.
Return items

You can return your items via:
Don’t forget to keep the return receipt from the courier until your refund has been processed. Your refund can take up to 14 days after receipt of the return.
Returning items from multiple orders?
Not a problem. Just place all return slips for the respective orders/items inside one parcel. You can use the pre-printed return label from any of your orders.
Need to return items delivered by a Partner?
If you received the partner items in a separate parcel from the Isheri Afro Shop items, please also return them separately. Just use the enclosed return label to send back your items - this will guarantee your return reaches the correct address.
If you’re missing a return label for your Partner item, just get in touch with us and we’ll quickly take care of getting one to you.

What if my items are damaged or defective?
If your item arrived damaged or defective, we're truly sorry to hear and ask that you get in touch with us as soon as possible…
Please fill out the form with all of the information requested, so that we can process your claim as soon as possible.

Submit a claim here

About our 30-day return policy
If you're not satisfied with your purchase, you can return unused items to us within 100 days. Make sure not to remove any labels or stain any items.
For beauty products, it's important that any seals remain intact, and that the item has not been used.

When will I receive my refund?
As soon your returned goods have been received by us (or by our partner, in the case of partner items), the amount for those items will be automatically refunded
The time it takes for a refund to be issued depends on the payment method, but will be processed within 14 days after we received your return.
What you can expect according to payment method:
Payment by invoice: You only pay for the items that you decide to keep. When you make a return, the open invoice amount will be reduced accordingly. Have you already paid? Then we will credit the amount of the returned items to your bank account.
Pre-payment: You will be credited to the bank account from which you made the payment.
Direct debit (SEPA Lastschrift): You will be credited to the bank account from which you made the payment.
Credit card: A credit note will be applied to the credit card account charged by us. Your refund will appear in your next credit card statement.
PayPal: The refund amount will be credited to the PayPal account used by you. You can yourself decide on PayPal whether the amount remains in your PayPal account or is credited back to your bank account.
Gift card: If you return goods that have been purchased with a gift card the credit will be added to your customer account and you will be able to use it on future orders. Gift card credit cannot be exchanged for cash.
NOTE:
Please bear in mind we do not reimburse the express delivery fee in the case of returns.
Refunds for Isheri afro Shop - shipped orders and Partner orders are made separately so you may receive confirmation of your refund in different instalments at different times.
Can I retrurn items from different orders?
Returning items from different orders? – not a problem. Before you return anything though, please read these important guidelines:
Returning Isheri Afro Shop items only
If you have several orders delivered directly by Isheri Afro Shop, you can send them back to us in one package. Simply put all return slips corresponding to the items in ONE package, and stick any of the provided return labels on the parcel.
If a single order has been delivered in multiple packages, the same applies – just put all slips corresponding to the items in ONE package, and send the parcel with any of the return labels provided
I have received an item I didn't order
We’re sorry if we sent you something you didn't order. Please return the wrong item to us and make a note on the return slip under reason 9, stating that you did not order it.

The wrong item was delivered instead of an item you ordered? Please re-order the item you would like to receive. If you have already paid for it, you will be refunded as soon as we’ve received and processed your return.
We apologise for the inconvenience caused.
Does Isheri Afro Shop offer exchanges?
Unfortunately, we don't offer exchanges only refunds. You just need to return your original order for a full refund and place a new order
Return Pick-Up Service for Isheri Afro Shop Plus members
Unfortunately, the Return Pick-up Service has been discontinued as of 08.08.2019.
What can I do if my return label is missing?

If you’re missing a return label, register your return online below and you’ll also be able to save and print a digital PDF label for your