FAQs

Need help?

We're here for you! Reach out to us on Instagram or send us an email at: info @eritreanheritage .com .

Before getting in touch, take a look through our FAQs below to see if we've already answered your question.

I've ordered - but where is it?

We understand—you're excited to receive your Eritrean Heritage piece! Don't worry, you'll get tracking information as soon as your order has been dispatched from our warehouse. This tracking info will update along the way from our warehouse to your delivery address.

If you have any questions about the shipment of your parcel, we recommend reaching out directly to the courier using your tracking and address details.

For further inquiries about your order, feel free to contact us via email at : info@eritreanheritage.com .

You can also check our Shipping page for estimated delivery times so you know when to expect your package.

What payment methods do you accept?

You can pay with Visa, Mastercard, and American Express. Both Visa and Mastercard are verified by a secure code. Payment is debited from your card once you place the order.

We also accept Alipay, Apple Pay (mobile), and Google Pay (mobile). This ensures that no banking information from the customer transits through the www .eritreanheritage .com website. Payment is securely processed by our trusted financial partners.

Your order will be recorded and confirmed once payment is accepted by the banking service.

What are your shipping rates?

Our shipping rates and delivery times vary depending on the destination country. For estimated prices and delivery times, please visit our Shipping page.

I have an issue with my order

We're sorry to hear that! Please contact our customer service team via email at : info@eritreanheritage.com . A team member will work with you to resolve any issues directly.

Can I return my order?

Our exchange and return instructions are outlined in the Returns and Exchanges section of this site.

For details on your 14-day right of return, please see the Exchange and Returns section. This section explains your statutory rights of cancellation. You have the right to cancel your purchase and receive a full refund, provided you notify us in writing as outlined below, no later than fourteen working days (excluding weekends and bank holidays) after receiving your goods.

To exercise your right of cancellation, please email us at: info @eritreanheritage .com .

Please note, if you fail to take reasonable care of returned goods or do not return the goods to us, we may be entitled to make a claim for any resulting losses.

I have received a faulty item(s)

All our products are quality checked and packed with care. However, if your items are faulty or do not match the description on our site, we will refund the value of those goods.

Please email our customer service team at: info @eritreanheritage .com before returning the item to let us know about the issue. We will need some photos of the fault to assess the damage before processing the return. When returning a faulty item, please mention the issue as the reason and highlight the specific fault on your returns form.

My order has been canceled - how come?

If your order has been canceled by us, you will receive an email explaining the reason for the cancellation. You will not be billed for any canceled items. If you are interested in alternative products, please contact us via email at info @eritreanheritage .com or reach out to us on Instagram for a recommendation.

Where's my refund?

Once we've safely received and inspected your returned order at our warehouse, we'll process your refund within 14 days. You'll automatically receive an email confirming your refund. Please note that it may take approximately 7-10 days for your payment provider to issue the amount back to your account.

If you have any concerns about the status of your refund, we recommend contacting your bank or payment provider directly for an update on the refund process.