Shipping and delivery
How your order travels from us to you, and what to do if something goes wrong on the way.
Where we deliver
Orders are dispatched from Kigali, Rwanda. Delivery destinations and options are confirmed on your quotation.
If your address is outside the areas we serve, ask us before ordering. We will tell you whether delivery is possible and what it involves.
How orders are shipped
Every order is packed by hand and checked before it leaves us. Each object travels in its own packaging inside a protective outer carton.
The carrier and service are chosen for your destination and confirmed in your dispatch note. Where a tracked service is available, we use it.
Delivery times
Delivery times depend on your destination and the service used. Your expected delivery date is confirmed on your quotation or order confirmation.
Personalised and bulk orders take longer because production happens before dispatch. The timeline for these orders is agreed with you at quotation stage.
Tracking
When your order is dispatched we send a confirmation. It includes a tracking reference where the service provides one.
Tracking can take a little while to update after dispatch. If it does not move, contact us with your order reference and we will check with the carrier.
Customs and duties
Orders delivered outside the country of dispatch may be subject to import duties, taxes and customs fees set by the destination country.
These charges are not included in our prices and are the responsibility of the recipient unless agreed otherwise in your quotation. Customs checks can add time to a delivery.
Branded and bulk orders
Delivery for branded and bulk orders is coordinated at quotation stage. Before production starts we confirm the delivery address, the packing format and the delivery date with you.
Delivery to more than one address, such as sending kits to individual people, is quoted separately. Mention it when you request a quotation.
Problems with a delivery
If a delivery is late, damaged or incomplete, let us know as soon as you can.
- Your order reference
- What arrived and what did not
- Photographs of the parcel and the object, if there is damage
We will look into it with the carrier and put it right. See order support for how to reach us.