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Industrie Africa is an all-access pass into the world of emerging and high-end African fashion. Discover the regional voices that are redefining the global landscape.

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FAQs

COVID-19 RELATED QUERIES

Shipping delays are to be expected at this time, and we will be updating this as the global climate shifts. Thank you in advance for your patience.


What are you doing to ensure safety?

We are doing everything we can to ensure the health and wellbeing of our community of customers and brands. We are maintaining the shipment of items to our customers, whilst ensuring we uphold the appropriate health and hygiene standards, in accordance with guidance from the World Health Organization.

How does shipping work?

We work directly with our designers to ensure that your items are shipped quickly and efficiently in partnership with DHL Express. As shipments are organized directly from the designer to you, we are working closely with them to ensure this is as smooth as possible.

Are you operating a normal delivery service?

We are trying to maintain delivery operations as normal. However, some deliveries might experience a slight delay subject to flight schedules. We apologize in advance for any inconvenience this may cause, and will be keeping you informed as updates arise.


Frequently Asked Questions

1. How do I make a purchase?

Making a purchase is easy. Once you have found the item you want to purchase, select your size, and click ‘Add to Bag’. The item you have selected will appear in your shopping bag, on the top right hand of the screen.

Either continue to browse and select items to add to your bag, or when you’re ready to place your order, select Proceed to Checkout from the bag icon and follow the straightforward prompts to complete your purchase.

If you have any problems, please contact us at customercare@industrieafrica.com and we'll be happy to help.


2. My size is not available on the site, is it still possible to get the item?

The sizes available on the website reflect what’s in stock at any given moment. However, if there’s anything you’d like, please contact us directly at customercare@industrieafrica.com. We will be happy to liaise directly with the designer to see if we can place a special order for you.


3. Where can I learn more about sizing and fit for a particular product?

The sizes available on the website reflect what’s in stock at any given moment. However, if there’s anything you’d like, please contact us directly at customercare@industrieafrica.com. We will be happy to liaise directly with the designer to see if we can place a special order for you.


4. How do I make a purchase?

We accept Paypal, Visa and MasterCard.


5. How can I choose the currency I pay in?

Our prices by default are set in US Dollars. If you would like to change the currency you will pay in, select the link at the top right hand side of the screen from the drop down list.


6. How will I know if you have received my order?

After you place your order, you will receive an email acknowledging your order has been received. In the rare chance that item you have selected is unavailable, we will contact the designer directly on your behalf to check availability. However, if it is not possible to source the item for you, we will inform you of the unavailable item and your payment for the item will not be processed.


7. When will I receive my order?

We ship orders using our global delivery partner DHL Express, to ensure reliable and consistent delivery. Orders are delivered from Monday to Friday and are shipped within a 72 hour window.

Most orders will be delivered within 3-4 days thereafter. During this challenging time there may be some delays, however you will be able to track this closely using the DHL portal.


8. Where is my order shipping from?

We ship each item directly from the designer to your door, with each item individually packaged for you by their team. We ship internationally from 17 countries worldwide, and 14 of those countries in Africa. Please see shipping and delivery for more information.


9. Which destinations does Industrie Africa ship to?

We are proud to deliver orders in partnership with DHL Express, covering 220 countries worldwide. The cost of shipping will depend on where the designer's products are shipping from, and what their final destination may be.


10. I’ve ordered items from multiple brands, will I have to pay for multiple shipping costs?

We work with designers from all over the world. Items will be shipped from their country of operations and these might differ. That said, to avoid you paying multiple shipping costs, Industrie Africa has decided to offer you flat fee shipping rates if you purchase items from more than one designer, with a flat rate of $50 if your order is shipping from more than one region.

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11. Am I able to track my order?

Once we have dispatched your order for delivery, you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the status of your shipment. If you have any further queries on your order and its progress, simply email us at customercare@industrieafrica.com and we can look into it for you.


12. Can I exchange my order?

Unfortunately, all items are non-exchangeable at this moment.


13. How do I return an item?

Industrie Africa accepts returns on regular priced items that are initiated within 7 days of receipt. Please email us at customercare@industrieafrica.com to initiate a return.

For more information please visit shipping and delivery.

A refund will be sent to the original payment method. If you are no longer able to access that payment method, please contact the bank or agency for the original payment method to claim the funds.


14. Will Industrie Africa have seasonal sales?

Industrie Africa will offer seasonal sales. Simply register for our newsletter to keep up-to-date on when our sales will go live.


15. Do I have to pay duty and import charges?

We display prices inclusive of any local taxes. Once the item arrives at its final destination you will be required to pay any duties levied by the country you are shipping to, in order to release your order from customs. We recommend contacting your local customs office or tax authority for more information.


16. Is my personal information kept private?

We value the privacy and security of our consumers and consider all information that you share with us to be totally confidential. Please be assured that at no point will we sell or share any of your personal information that you have shared with us.

To register an account with Industrie Africa we may ask for your email, mailing address and name. All credit card payments require your billing address, shipping address and credit card number in order to process your order for delivery. We will only use this information to process your order and inform you of its progress.

Please note that Industrie Africa does not keep any of your details on our website, therefore these details are protected by any unforeseen breach of security. Navigational information is used only for internal purposes to enhance the customer-shopping experience for our customers.


17. How do I keep my account safe?

In order to keep your Industrie Africa account safe, we recommend you follow the simple steps below.

We recommend creating a secure password, that is at least 6 characters, containing at least one uppercase letter and a number. Ensuring the password is long and complex will make it more secure.

Create a password that is unique to Industrie Africa, in case your password is compromised on another site which will ensure it can’t be reused. For increased security it is advisable to change your password periodically. This is not a requirement from Industrie Africa — it’s a recommendation for your digital security. Please change your password if you think it’s been compromised.


18. How do I contact customer care?

If you have any questions which are not currently answered on our site, please contact usdirectly and we will be more than happy to answer any questions.


19. Where can I find information on your sustainability commitments?

Please refer to our sustainability framework that details Industrie Africa’s commitment to selecting designers that cater to the conscious shopper. In some instances, you will see a designer has been awarded a Sustainability icon; these designers are handpicked to recognize their efforts within our criteria.