FAQs
Frequently Asked Questions
Have a question? Browse the categories below for quick answers. If you still need help, we’re just a message away.
General
How can I get in touch with you?
You can reach us via WhatsApp at +233 54 377 3391, by calling 0247 729 761, or by visiting us in-store at Pillar 2 Road, 405 Dome Road, Dome, Accra, Ghana.
What are your operating hours?
Please contact us via WhatsApp or phone to confirm our current operating hours, as these may vary during public holidays and peak seasons.
Do you have a physical store?
Yes. You can visit us at Pillar 2 Road, 405 Dome Road, Dome, Accra, Ghana.
Orders & Payment
How do I place an order?
You can place an order directly through our website, visit us in-store at Pillar 2 Road, 405 Dome Road, Dome, Accra, or reach out to us via WhatsApp at +233 54 377 3391 or by calling 0247 729 761.
How will I know my order has been confirmed?
Once your order is placed and payment is confirmed, you will receive a confirmation via WhatsApp, SMS, or email. Please ensure your contact details are accurate when placing your order.
What payment methods do you accept?
We accept mobile money, bank transfers, and any other payment methods communicated to you at the time of purchase. All electronic payments are processed through secure third-party payment providers.
Can I make changes to my order after placing it?
Changes can only be made before your order has been processed. Please contact us immediately via WhatsApp at +233 54 377 3391 if you need to make any amendments.
Can I cancel my order?
Yes, but only before your order has been processed or dispatched. Once dispatched, cancellation is no longer possible and our Refund & Returns Policy will apply. Custom and personalised orders cannot be cancelled once production has begun.
Can I cancel my order?
Yes, but only before your order has been processed or dispatched. Once dispatched, cancellation is no longer possible and our Refund & Returns Policy will apply. Custom and personalised orders cannot be cancelled once production has begun.
Products & Custom Orders
What products do you offer?
We offer a curated range of premium teas, chocolates, biscuits, teaware, custom gift boxes, and specialty gifting experiences. We also provide event gifting solutions for birthdays, weddings, corporate events, and other special occasions.
Can I personalise a gift box?
Absolutely. We specialise in bespoke and personalised gift boxes. Simply contact us via WhatsApp at +233 54 377 3391 to discuss your requirements, and we will put together something special for you.
How much notice do I need to give for a custom order?
This depends on the complexity of the order. We recommend reaching out to us as early as possible, especially during peak seasons like Christmas, Valentine’s Day, and Mother’s Day, to avoid delays.
Can custom orders be cancelled or returned?
Unfortunately, custom and personalised orders cannot be cancelled once production has begun, and they are non-returnable unless there is a fault or error on our part.
Do you cater for corporate and event gifting?
Yes. We provide gifting solutions for corporate events, celebrations, and bulk orders. Please contact us directly to discuss your needs and we will provide a tailored quote.
Delivery & Shipping
Do you deliver nationwide?
Yes, we deliver to all regions across Ghana including Accra, Kumasi, Takoradi, Tamale, Cape Coast, and beyond.
How long does delivery take?
Absolutely. We specialise in bespoke and personalised gift boxes. Simply contact us via WhatsApp at +233 54 377 3391 to discuss your requirements, and we will put together something special for you.
How much does delivery cost?
Delivery fees are based on your location and order size. The applicable fee will be clearly communicated before your order is confirmed.
How will I know when my order has been dispatched?
You will receive a notification via WhatsApp or phone once your order is on its way. You can also contact us at any time for a delivery update.
What happens if I am not available to receive my order?
Our delivery partner will contact you to arrange a suitable time for redelivery. Please ensure the recipient’s contact number is active and accurate. Additional delivery charges may apply for repeated failed delivery attempts.
Can I pick up my order in person?
Yes. You are welcome to collect your order from our store at Pillar 2 Road, 405 Dome Road, Dome, Accra. Please contact us in advance to confirm your order is ready before making the trip.
Refunds & Returns
What is your return window?
Return requests must be made within 2 days of receiving your order, provided the item is unused, unopened, and in its original packaging.
What qualifies for a refund?
We accept refund requests for damaged or defective items, wrong items received, incomplete orders, or orders that were not delivered within the stated timeframe and cannot be traced.
How do I initiate a return or refund?
Contact us within the eligible timeframe via WhatsApp at +233 54 377 3391 or by calling 0247 729 761. Please have your order reference, a description of the issue, and clear photos or videos of the item ready.
How long does a refund take to process?
Once your request is approved, refunds are processed within 5 to 10 business days and will be issued via your original payment method where possible.
Are delivery fees refundable?
Delivery fees are non-refundable except in cases where the error is entirely on our part, such as a wrong or undelivered order.
What items cannot be returned?
Opened edible products including teas, chocolates, and biscuits; custom and personalised orders; items purchased during promotional sales; gift cards; and items showing signs of use or damage caused by the customer.
My order arrived damaged. What should I do?My order arrived damaged. What should I do?
Do not discard the item or packaging. Take clear photographs immediately and contact us within 48 hours of delivery via WhatsApp or phone. We will arrange a replacement or refund upon verification.
Privacy & Data
What personal information do you collect?
We collect information necessary to process your orders and deliver our services, including your name, contact details, delivery address, and payment confirmation details. Full card details are never stored on our systems.
Do you share my information with third parties?
We only share your information with trusted delivery partners and payment processors where necessary to fulfill your order. We do not sell or rent your personal data to anyone.
How can I request access to or deletion of my data?
You can contact us directly via WhatsApp at +233 54 377 3391 or by calling 0247 729 761 to make a data access or deletion request.