Other Information
Payments and Security
We accept payment by credit card (Visa, Mastercard or Bankcard), or direct bank transfer –please choose your preferred method of payment when you proceed through the check-out process.
Some people are reluctant to provide their card details on the internet. We have taken every precaution to ensure that your credit card and personal details are secure. We never see or store your credit card number on our website – payment is strictly between you and our bank (Westpac). You can tell that you are in a secure site in a couple of ways – there will be a padlock next to the address bar at the top of your screen and the address in the address bar will show “https” instead of the normal “http” the “s” standing for secure.
If you are still uncomfortable about entering your credit card details on the internet, please select the ‘direct debit’ method of payment when you check-out and note our banking details on your order confirmation email and deposit the payment into our bank account.
Terms and Conditions
If you are not satisfied with your purchase, Sankofa will provide a full refund, replacement product or gift voucher (whichever you choose). Notify us either by email or telephone within five business days of receipt of the product and post it back to us. We will refund you the cost of goods as well as the postage charges for receiving and returning the products. The only exception is earrings. Because of health regulations, earrings cannot be returned.
Returns Procedure:
Our products are stored in Melbourne, Australia. We aim to process all orders within two business days of receipt of payment confirmation, by which time you will be sent a confirmation email confirming that your order has been despatched. Please allow two to five business days from despatch for delivery within metropolitan areas, five to ten days for rural and remote areas, and longer for international deliveries.
Postage costs are calculated according to the delivery location and size/weight of the parcel. Please contact us if your order is urgent (a gift for example) and we will fast track your order.
Orders for delivery within Australia will be sent using Australia Post - you can choose to either receive your parcel by standard post or registered post.
For orders to Post Office Box numbers within Australia, we use Australia Post registered mail.
All international Orders will be sent using Australia Post airmail service.
If you live in Melbourne and want to collect your goods rather than receive them by post please phone us to arrange a suitable pick-up time (phone 0408 005 734). You will need to select the ‘Pick-up Melbourne’ option in the delivery method at check-out to ensure that you are not charged for postage.
Product Availability
Sankofa tries to ensure that the products displayed on our website are in stock. However, an ordered product may be out of stock by the time the order has been processed. If we are unable to fulfil your order we will contact you within two business days to let you know that the products are unavailable. You can then decide to cancel the order or wait until the goods become available again. Payment will not be processed until stock is available and your order can be fulfilled.
If you need any assistance in ordering from the website or need any further information about Sankofa, telephone us between 9 a.m. to 5 p.m. Monday to Saturday (Australian Eastern Standard Time).
Depiction of goods and colours on the internet
We want you to be happy with your purchase and we have tried to accurately represent all products in the photographs on our website. However, colour variations can occur due to differences in computer monitors. Also, because of the handmade nature of our products, there is sometimes slight variation between products. We clearly describe each item but sometimes, because of the handmade nature of our products, measurements and colours can vary. This makes each piece truly individual and represents the individuality of the artisan who made it.
We accept payment by credit card (Visa, Mastercard or Bankcard), or direct bank transfer –please choose your preferred method of payment when you proceed through the check-out process.
Some people are reluctant to provide their card details on the internet. We have taken every precaution to ensure that your credit card and personal details are secure. We never see or store your credit card number on our website – payment is strictly between you and our bank (Westpac). You can tell that you are in a secure site in a couple of ways – there will be a padlock next to the address bar at the top of your screen and the address in the address bar will show “https” instead of the normal “http” the “s” standing for secure.
If you are still uncomfortable about entering your credit card details on the internet, please select the ‘direct debit’ method of payment when you check-out and note our banking details on your order confirmation email and deposit the payment into our bank account.
Terms and Conditions
- Goods will be despatched within two business days upon confirmation of payment.
- All prices quoted are in Australian dollars and include Goods and Services Tax (GST).
- All prices of products exclude postage – postage will be calculated at check-out
- Sankofa will accept returns in accordance with the ‘Returns Policy’ described below.
If you are not satisfied with your purchase, Sankofa will provide a full refund, replacement product or gift voucher (whichever you choose). Notify us either by email or telephone within five business days of receipt of the product and post it back to us. We will refund you the cost of goods as well as the postage charges for receiving and returning the products. The only exception is earrings. Because of health regulations, earrings cannot be returned.
Returns Procedure:
- Notify Sankofa by email : info@sankofa.com.au with the following details – your name, address, email address, contact phone number, original order number, reason for return. Please tell us the reason for the return so that we can improve our products or processes, and whether you would like a full refund, replacement product or gift voucher;
Or:
Notify Sankofa by telephone 0408 005 734 (within Australia) or +61 408 005 734 (outside Australia). - Post the product back to 231 Gertrude Street, Fitzroy, Melbourne, Victoria 3065, Australia.
- After receiving back the product, Sankofa will follow your instructions to either give you a full refund (including the cost of postage for receiving and returning the product); or send a replacement product at no additional postage charge; or send a gift voucher to the value of a full refund (including the cost of postage for receiving and returning the product).
Our products are stored in Melbourne, Australia. We aim to process all orders within two business days of receipt of payment confirmation, by which time you will be sent a confirmation email confirming that your order has been despatched. Please allow two to five business days from despatch for delivery within metropolitan areas, five to ten days for rural and remote areas, and longer for international deliveries.
Postage costs are calculated according to the delivery location and size/weight of the parcel. Please contact us if your order is urgent (a gift for example) and we will fast track your order.
Orders for delivery within Australia will be sent using Australia Post - you can choose to either receive your parcel by standard post or registered post.
For orders to Post Office Box numbers within Australia, we use Australia Post registered mail.
All international Orders will be sent using Australia Post airmail service.
If you live in Melbourne and want to collect your goods rather than receive them by post please phone us to arrange a suitable pick-up time (phone 0408 005 734). You will need to select the ‘Pick-up Melbourne’ option in the delivery method at check-out to ensure that you are not charged for postage.
Product Availability
Sankofa tries to ensure that the products displayed on our website are in stock. However, an ordered product may be out of stock by the time the order has been processed. If we are unable to fulfil your order we will contact you within two business days to let you know that the products are unavailable. You can then decide to cancel the order or wait until the goods become available again. Payment will not be processed until stock is available and your order can be fulfilled.
If you need any assistance in ordering from the website or need any further information about Sankofa, telephone us between 9 a.m. to 5 p.m. Monday to Saturday (Australian Eastern Standard Time).
Depiction of goods and colours on the internet
We want you to be happy with your purchase and we have tried to accurately represent all products in the photographs on our website. However, colour variations can occur due to differences in computer monitors. Also, because of the handmade nature of our products, there is sometimes slight variation between products. We clearly describe each item but sometimes, because of the handmade nature of our products, measurements and colours can vary. This makes each piece truly individual and represents the individuality of the artisan who made it.
