Returns & Exchanges Policy

Overview

Ida Artisan is an online unisex apparel & accessories platform based in East Legon, Accra, Ghana. We put a lot of care into every piece we produce and curate. If your order doesn’t fit, doesn’t feel right, or arrives damaged, we’ll work with you to fix it as quickly as possible.

This Returns & Exchanges Policy explains the conditions and steps for returns, exchanges and refunds for purchases made through idaartisan.com (or our official sales channels).

Return Window

You may request a return or exchange within 7 calendar days of receiving your order.

The 7-day period starts from the day your order is successfully delivered.
Requests made after 7 days may not be accepted, except in special cases (e.g., defective items) at our sole discretion.

Eligibility Conditions

To be eligible for a return or exchange, the item must:

Be in its original, unworn and unwashed condition.
Have all original tags, labels, accessories and packaging intact.
Be free from stains, perfume, sweat, deodorant, make-up or odour.
Not be a final sale item or excluded category (see below).
Be returned with proof of purchase (order number, receipt or confirmation message).

We reserve the right to refuse a return if the item shows signs of wear, damage or alteration that is not a factory defect.

Non-Returnable & Final Sale Items

For hygiene and clearance reasons, some items cannot be returned or exchanged. These include (but are not limited to):

Inner wear, underwear, bodysuits and swimwear.
Earrings and certain jewelry where the seal has been broken.
Gift cards and digital products.
Custom-made or personalised pieces (including custom order measurements and special fabrics) unless there is a clear defect.
Items marked as “Final Sale”, “Clearance” or “Not Eligible for Returns”.

Returns vs Exchanges

We offer three main options depending on your situation:

Size/Colour Exchange: Same style, different size or colour (subject to availability).
Style Exchange: Swap for another item of equal or higher value (you pay the difference if higher).
Refund: For eligible returns, we may refund to your original payment method or issue store credit.

We encourage exchanges or store credit so you can still enjoy Ida Artisan pieces that fit your style.

How To Request A Return Or Exchange

To start a return or exchange, please contact our Customer Care team within the 7-day window:

Include:

Your full name and contact number.
Order number and date of purchase.
Item(s) you want to return or exchange.
Reason (e.g. size issue, defect, wrong item) and photos for defects.

We’ll respond with approval, next steps and return/pickup details.

Return Shipping & Pick-ups

We aim to make returns/exchanges convenient:

Within Accra: We can arrange a courier pick-up for a small fee, or drop-off at our East Legon point (details after approval).
Outside Accra: Send back using a trusted courier/bus. Return shipping is usually your responsibility unless we erred.
Defective or wrong items: If confirmed, we cover reasonable return shipping/pick-up fees.

Processing Time & Refund Method

After we receive your item, we process within 3–7 working days:

Exchanges: Replacement dispatched ASAP; if unavailable, we’ll offer alternatives or store credit.
Refunds: To original payment (MoMo/card/bank) or Ida Artisan store credit.
Rejected Returns: If not eligible, we’ll arrange to return it to you (delivery fees apply).

Refund times vary by bank/provider; we’ll confirm once issued.

Damaged, Defective Or Wrong Items

If you receive a damaged/defective/wrong item:

Contact us within 48 hours of delivery.
Share order number and clear photos/videos.
Do not wash, wear or alter the item.

Once verified, we’ll prioritise a replacement, exchange or refund and support with return shipping if applicable.

In-Store Events & Pop-Ups

For pop-ups or physical sales experiences:

Standard 7-day return/exchange window unless stated.
Some discounts/clearance may be final sale.
Keep your receipt/proof of purchase.

Order Cancellations

Contact us as soon as possible:

If not shipped, we can cancel and refund or issue credit.
If already in transit, you may need to complete a return after receiving.

Custom Orders & Measurements

For custom pieces:

Custom-made items are generally not eligible for standard returns.
If fit/finishing issues are clearly our tailoring, contact within 48 hours to discuss alterations/partial refunds.
Minor colour/fabric/pattern variations may occur and aren’t defects.

Contact & Support

Questions or help with a specific order:

WhatsApp / Call: +233 24 855 5885
Email: support@idaartisan.com
Location: East Legon, Accra, Ghana

We’ll do our best to keep your Ida Artisan experience smooth, fair and enjoyable.

Policy Updates

We may update this policy to reflect changes in our business, logistics partners or regulations. The version here is the latest and applies to current/future purchases.

We encourage you to review it periodically.

Returns & Exchanges