Customer Support

Easy Returns & Exchange Policy

Please read our return criteria, inspection timelines, and reporting windows carefully.

Core Return Policy

Strict 48-Hour Return Window

We accept returns **strictly within 48 hours** from the exact time of delivery. Any return requests initiated after the 48-hour period will unfortunately not be honored under any circumstances.

Afriella only accepts returns for items that are **faulty, defective, or damaged** upon delivery. We do not accept returns for change-of-mind, color/scent preferences, sizing mismatches, or user-inflicted damage.

Inspection & Complaint Filing

  • Immediate Inspection:

    We operate under the assumption that customers conduct a physical inspection of all items immediately during delivery and prior to completing payment.

  • 24-Hour Complaint Deadline:

    If a defect is identified, a complaint must be filed immediately or **within 24 hours of delivery** to qualify for an official review.

  • Original Condition:

    Returned products must be unused, unwashed, and in their original packaging, including tags, manuals, and accessories.

How to Initiate a Claim

If you receive a faulty item, please follow these steps to file your claim:

  1. Take clear photos and a brief video highlighting the defect or damage on the product.
  2. Send the media along with your order ID to our support team via WhatsApp at +256 778 512260 or email partner@afriella.shop within 24 hours.
  3. Our customer service team will review the claim. If approved, we will arrange for a replacement item to be delivered or issue a store refund credit.