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.
Account no. 921350
Name: Ikwetta Holdings Limited
Please send a confirmation message to +254 790482838 after you make the payment.
- 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
- All prices are inclusive of 16% VAT. (in Kenya)
I've worn my shoes, but they are still too small. What should I do
We’re sorry to hear your shoes don't fit just right. We recommend trying them out indoors on a soft surface(carpet or a rug) to ensure the fit is right so you're able to return/exchange them. We're unable to accept returns or exchanges that have been worn outside. If they haven’t been worn outdoors, you can initiate your return or exchange by calling +254 790 482 838 or texting the same number on whatsapp.
What should I do Interested in a wholesale partnership?
Ikwetta works with a select group of online retailers to wholesale our products. Please send an e-mail to team@ikwetta.com and our team will be sure to follow up with you if we're able to work together at this time.