Delivery &
Returns Policy.
We establish strict guidelines for regional logistics and returns. Below is our formal framework detailing local delivery parameters and returns processing.
Local Delivery Timelines
1 – 3 Business Days
Delivered to your door or available for self-pickup at our Accra operating hub.
3 – 5 Business Days
Forwarded to main regional transit stations for client collection or regional delivery.
5 – 7 Business Days
Handled through secondary logistics networks. Delivery dates depend on carrier schedules.
Standard Attempt Limits: Door deliveries will be attempted up to **3 times** over 3 consecutive business days. If undelivered, items are returned to our Accra warehouse. Items held at pickup stations must be collected within **5 days** of notification.
Returns & Sourcing Liabilities
Returns to China
Due to international shipping costs, supplier policies, and customs regulations, Londonsimports does not generally facilitate returns of goods back to China after delivery to Ghana. Sourcing risks should be considered prior to order payment.
Return Shipping Responsibility
Customers may return approved items directly to the Accra warehouse at no cost. Where a customer chooses to use a courier service, the customer is responsible for local return shipping costs unless otherwise agreed by Londonsimports. Sourcing and transaction handling fees are strictly non-refundable once incurred.
Damaged & Defective Claims
Claims relating to damaged, defective, missing, or incorrect items must be reported **within 72 hours of delivery or collection**. Claims submitted outside this 72-hour window will be rejected.
Wrong Goods Received
If you receive an incorrect item (wrong size, color, or model different from your invoice), report it **within 72 hours**. The product must remain **completely unused, in its original packaging, and with all labels/tags intact** to qualify for local exchange or refund processing.
Evidence Requirements
Please provide clear photos, videos, or pictures of the box label and receipt when submitting a claim. The photos should clearly show the damaged or missing item alongside the shipping label on the package.
Claim Exclusions
Claims may be rejected where:
- The item has been used.
- The item has been altered, washed, or repaired.
- Original supplier packaging, barcodes, or boxes are unavailable.
- Damage resulted from misuse, handling, or assembly after delivery.
- The 72-hour reporting window has expired.
Dispute Handling Process
How & Where to File
Customers must file claims in writing via our official WhatsApp Concierge (+233 54 524 7009), support email ([email protected]), or the online contact form at /contact.
Required Information
Please provide your order number (#LI-XXXXX), a detailed description of the issue, and clear photo/video evidence of the packaging, shipping label, and the product itself.
24 – 48 Hours Response
Our support audit team will review your ticket and respond within 24 to 48 hours to confirm receipt and provide an initial assessment or request additional details.
Outcome & Settlement
Approved claims will result in either a full refund (sent to your MoMo or bank) or a replacement item sent in the next shipment to Ghana.
Need Sourcing Assistance?
Our support team is available to assist with order tracking, supplier clarifications, and claims audits.