FAQ

If you didn't find an answer to your issue, please write us an e-mail via the form below, or just send us an e-mail directly at help@afrosmartshop.cm

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    CONTACT INFORMATION

    Afrosmartshop SARL
    19 Blvd de la République
    Bali - Douala, Cameroon

    +237 6 59 020820
    +237 6 93 982948

    hello@afrosmartshop.cm
    support@afrosmartshop.cm

    Do you have questions about how we can help your company? Send us an email and we’ll get in touch shortly.

    Hello, .

    Looking for an answer? Our self-help section is the fastest place to get help. Here you can track and cancel orders, or make a return. You’ll also find answers to many topics, including the payment options available at Afrosmartshop.

    MY ACCOUNT

    To reset your password, you just need to click on ‘forgotten password‘ when logging in. Enter the email address or mobile phone number you use for your Afrosmartshop account and click send/submit. You’ll receive an email with a password reset link in it (please note: this email may take a couple of hours to reach you and could appear in your spam / junk folder).

    Click on the link in the email and you will be prompted to enter a new password.

    You can then use your new password to login to your Afrosmartshop account.

    Under “Your addresses” in your customer account, you can modify your delivery and billing addresses or add new ones.

    Here you can also specify default billing and delivery addresses, which saves you time during the order process.

    Tip: Update your addresses before you order as delivery and invoice addresses cannot be changed once an order is in progress.

    In your customer account, under the option ‘Personal details‘, you can change your name and your password.

    Do you want to change your e-mail address?

    That’s easy! Just enter your new e-mail address via Personal details. For your own security, we will then send you a confirmation link to your old e-mail address so that you can verify the change.

    If you have received this e-mail without changing your e-mail address, please follow the instructions in the e-mail.

    Note: It can take up to 3 hours before you receive the email. Please also remember to check your spam folder. The link is active for 3 hours. If it has expired, please request a new one on your account.

    If you would like to delete your account, please submit your request via your account or via our email address at help@afrosmartshop.cm

    Please note that we can only delete your account if:

    • There are no open amounts due
    • You do not have a refund still in process or due
    • You do not have remaining gift card credit on your account
    • None of your orders are currently in shipment

    If your account does not meet the conditions above, we can not delete it immediately. Where possible, please resolve any open matters. For open refunds and orders currently in shipment, we kindly ask for your patience. If you ordered less than 100 days ago, your account will be deleted as soon as the return period is over.

    Have you moved to another country?

    Then you don’t need to create a new account. Just use your existing login details and add a new billing/shipping address located in the country you’re shopping from.

    For an overview of your recent orders, go to “My Orders” in your user account.

    Here you may check the current delivery and payment status of your order at any time. By clicking “View Order”, you will get a detailed description of the individual orders, such as:

    • Items added
    • Your delivery address
    • What method of payment you have chosen
    • Whether the order has already been paid or whether the invoice remains open

    Our tip: If you are unsure how much the outstanding invoice amount of your order is, for instance after a return, you can conveniently look this up here at any time.

    Do you like an item, but have not yet decided whether to order it? No problem!

    The Wish List allows you to make a note of items for your next purchase, whether on the product page of your desired item or in your shopping basket.

    Would you like to try the Wish List? Then log in to your account.

    Under “My Wish List” in the bar at the top right of the page, you will find all items already saved. Would you like to purchase an item from your Wish List? Then you can place it directly into the shopping basket from there.

    The item will be removed from your Wish List after your order.

    Has an item disappeared from your Wish List? Please understand that unfortunately we cannot place a binding reservation on your desired item.

    Registering an Afrosmartshop account with us is quick and easy. Just follow these simple steps and you’ll soon be ready to order.

    1. Click the login icon which can be found on the top right-hand corner of your screen.

    2. Enter your email address or phone number under ‘I am a new customer’ and click on ‘Next’. Then complete all fields marked with an asterisk *.

    3. Once you’ve completed the registration, you will receive a confirmation email. We suggest that you check the information in this email carefully, making sure it is correct.

    To confirm your registration, click on the link provided in the email. Once your registration has been confirmed, you can login and start shopping.

    According to our Privacy Notice, your credentials are secured on our website and Afrosmartshop will never use them for any purpose.

    If Google recommends changing your password on our website, this is not related to a Afrosmartshop -specific data breach. This is a Google Chrome feature that verifies if the password for all websites you log in to has been part of any known breach.

    When you logged-in to our website, Google Chrome possibly noticed the password or username you used are potentially exposed in one of the known data breaches.

    Please visit Google security blog for more information.

    One of the Afrosmartshop promises is to offer the best customer experience to the widest audience possible. We are working actively on providing an accessible and usable website. Therefore, we introduced new functionalities to help everyone to enjoy the best of what we can offer.

    Our accessibility promise

    The UN Convention on the Rights of Persons with Disabilities recognises access to information and communications technologies, including the Web, as a basic human right.

    Therefore, we offer on the shop, the product pages and the customer account new functionalities such as alternative text and screen readers to be accessible for everyone, no matter what device or assistive technology our customers are using.

    The screen reader and the alternative text functions are forms of assistive technology (AT) useful to people who are visually impaired, illiterate, or have a learning disability. Thanks to a voice over function, people can have a vocal description of a page, a specific text, the product images and the links they click on towards the Zalando website.

    We have successfully made these parts of the website accessible and we are currently working on offering the same level of usability to other parts of the website very soon.

    As of now, our website contains accessible functionalities. If you are using the Afrosmartshop app and want to enable the accessible mode, please visit our website.

    How can I enable screen readers on Afrosmartshop?

    You can test the screen readers on the Afrosmartshop website by installing one of the following app/ plugin to your browser:

    1. VoiceOver macOS & iOS
    2. ChromeVox Chrome plugin
    3. NVDA Windows
    4. JAWS only paid, not available for free.

    If you would like to see your order history, the addresses we saved for your orders, or view or adjust the items on your Wish List, please go to your account page. You will also be able to check and adjust the information that we saved on your favourite brands or your preferred sizes, and manage newsletter or mailing subscriptions in this section of the website.

    If you would like to request a downloadable file of your account data that includes contact information, order history, wish list and an overview of when and how you may have contacted us, you can do so in your account. Once the file is ready, we’ll email it to you. This can take up to 30 days, but we’ll likely have it to you sooner than that.

    The easiest way to protect your account is by choosing a strong password. Here are a few recommendations:

    • Make it long. Using long passwords is critical to password strength. An 8-character password will take anywhere from a few minutes to a few weeks to crack while a 16-character password will take a minimum of 34.000 years to crack.
    • Use lower and upper case letters, numbers, and special characters. The password howstrong would take 2 minutes to crack while it would take 3 weeks for attackers to crack the password H0wStr0!g
    • Do not reuse passwords. Reusing the same password for multiple accounts is dangerous as it makes you vulnerable to credential stuffing attacks, which take leaked credentials from one site/service and use them on other sites/services. It’s as if you had multiple houses and used the same lock and key for all of them.
    • Make your passwords random. Do not include words related to your personal information in your passwords as it would give an advantage to attackers.
    • Use a password manager. A password manager is an application that helps you create, store, and manage unique passwords. It is the easiest and most secure way to accomplish this.

    You can change your password here.

    If you have any questions or concerns about data protection please contact our Privacy team: help@afrosmartshop.cm

    DELIVERY

    We will inform you about the expected delivery time of your order in checkout and in your order confirmation email – this time may vary according to the selected items and the shipping method.

    You can find a more accurate delivery estimate in the shipping confirmation sent to your email address, once your order is on its way.

    Can I change again when and where my package will be delivered? 

    You can! Our shipping partners DHL Express will send you an e-mail confirmation for your parcel. You can use this to set your desired delivery location, such as a parcel shop, or change the delivery day.

    What happens if I’m not at home during a delivery attempt?

    If the courier attempts delivery when you’re not home, your parcel might be delivered to a neighbour or to a pick-up point. It is also possible that your parcel is handed over to a different carrier for a second delivery attempt. You will be able to see all updates via your parcel tracking.

    Has your parcel been shipped, but not delivered?

    You might want to check if the package has been delivered to a neighbour. If this is not the case and the package has not been delivered to you within one week after dispatch, please contact us.

    We’re sorry to hear, and hope that the items you ordered arrived intact and complete.

    If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Please make sure to use the return documents we provided in the parcel – with our return label, the return is NOT free of charge for you.

    Please note that we cannot provide substitutes for damaged parcels.

    RELATED ANSWERS
     
    How do I return my order?
     
    What if my item is damaged or defective?

    RETURNS and REFUNDS

    If you’re not happy with your order, you have 30 days to send us back any items. 

    To make a return, just mark the items you are sending back on the return form that came with your parcel, pack what you are returning, and use the enclosed return label to send back your items. Make sure to cover up or remove the original delivery bar code on the box.

    Please note that Return fees is at your own cost.

    Returning a beauty product?

    For hygiene reasons, we can only refund products that are unused and still in their original packaging (including any wrapping, instructions, and accessories).

    Returning groceries goods?

    we do not accept any food or grocery item back for hygiene reasons

    As soon as your returned items have been received by us (or by our partner, in the case of partner items), the amount for those items will be automatically refunded.

    The time it takes for a refund to be issued depends on the payment method, but will be processed within 14 days after our logistics provider received your return.

    What you can expect according to payment method: 

    Payment by invoice: You only pay for the items that you decide to keep. When you make a return, the open invoice amount will be reduced accordingly. Have you already paid? Then we will credit the amount of the returned items to your bank account.

    Pre-payment: You will be credited to the bank account from which you made the payment.

    Direct debit (SEPA Lastschrift): You will be credited to the bank account from which you made the payment.

    Credit card: A credit note will be applied to the credit card account charged by us. Your refund will appear in your next credit card statement. The refund could appear on your account around the time of purchase or the time of refund.

    PayPal: The refund amount will be credited to the PayPal account used by you. You can yourself decide on PayPal whether the amount remains in your PayPal account or is credited back to your bank account.

    Mobile Money: If you return goods that have been purchased with a mobile money, the credit will be added to your customer account and you will be able to use it on future orders. Mobile money credit cannot be exchanged for cash.

    NOTE:

    Please bear in mind we do not reimburse the express or  delivery fee in the case of returns.

    We are sorry if your item arrived damaged or defective! Let us know by clicking the “Submit a claim here” button.

    Please fill out the form with all the requested information so we can solve this as soon as possible. We will get back to you with the next steps via email.

    Important: Only use this “Submit a claim here” button to report damaged or defective items. For all other topics, you can contact us using any of the channels below.

    If you’re not satisfied with your purchase, you can return unused items to us within 30 days.

    Make sure not to remove any labels or stain any items.

    Returning a beauty product?

    Only beauty products that are unopened, unused and still in their original packaging may be refunded and resold due to hygiene reasons. Please ensure that any related wrapping, instructions and accessories are also returned.

    Opened it and didn’t like it? Consider gifting your opened product to a friend/family member and help us reduce unnecessary waste.

    IMPORTANT NOTE:

    For hygiene and wealth reasons, we do not accept any food or grocery item back.

    Unfortunately, we don’t offer exchanges, only refunds.

    With our free return policy you have 30 days from the date of delivery to return the item.

    You just need to return your original order for a full refund and place a new order.

    We’re sorry if we sent you something you didn’t order.

    Please return the wrong item to us and make a note on the return slip under reason 9, stating that you did not order it.

    The wrong item was delivered instead of an item you ordered? Please re-order the item you would like to receive. If you have already paid for it, you will be refunded as soon as we’ve received and processed your return.

    We apologise for the inconvenience caused.

    PAYMENTS

    You can download a copy of your invoice for your recent Afrosmartshop orders below.

    If you placed the order very recently, please wait until it’s shipped for the invoice to be available.

    We accept MasterCard, VisaAmerican Express, Diners Club and Discover credit cards. Your credit card will not be charged until your order is dispatched.

    Refund after making a return

    If you send back one or more items, the corresponding value of goods will be refunded to the credit card from which you made the payment.

    Please note: If your credit card is expired, a refund to your bank account will not be possible. Please reach out to your credit card company in this case.

    Refund after a cancellation

    After a cancellation, we will immediately refund you in case an amount has been charged.

    Security when paying by credit card

    Your credit card information is SSL-encrypted. These high security standards allow you to buy at Afrosmartshop securely using your credit card.

    Verified by VISA, MasterCard SecureCode, American Express SafeKey and Diners Club International ProtectBuy enable particularly secure handling of credit card transactions over the Internet using special encryption methods.

    You don’t need any special software on your computer for this. You will be automatically taken through to the payment process on your bank’s website. Please follow the steps indicated to complete your order.

    If payment by credit card is not offered for your order, please have a look on the article about the availability of payment methods.

    European regulations are changing to make online card payment more secure for you. For orders placed after January 1st 2021, you may be asked to authenticate your payment through a 3D secure process. This will be branded according to the type of card you’re paying with, for example, Visa Secure, Mastercard Identity Check or American Express SafeKey.

    What do I need to do?

    If you haven’t already, you will need to register your payment card for 3D Secure. Most banks usually provide a way to enrol your card online, so check the website of your bank for more information.

    If you have previously registered for 3D Secure, or have used this feature before, you will not need to register again. However, your bank may have defined an entirely new process to improve your payment experience. Some banks have designed a new smartphone application specifically for this purpose. Please get in touch with your bank for more information.

    To make sure you can pay for your next order easily and securely, we recommend that you activate 3D Secure before you place your next online order.

    What will change?

    You may have been asked to authenticate with 3D Secure when paying online before, however with the new regulation comes a new process, offering better security and easier ways to authenticate.

    The video below shows an example of how the new process could look. In this case, the bank uses the customer’s smartphone and fingerprint to prove the customer’s identity

    With the SEPA direct debit scheme, you can conveniently pay for your order by having Afrosmartshop automatically withdraw the order amount.

    How do I authorize payment by direct debit?

    At order checkout, you can select SEPA direct debit from our various payment methods. By providing your IBAN and bank details, you confirm your agreement to the withdrawal of the full invoice amount. 

    Direct debit authorization is valid for 36 months, so you don’t have to enter your bank details again for subsequent orders. And you can save up to five different IBANs and select them for a new order.

    When will the order amount be withdrawn?

    Only when your package is shipped will we collect the open amount from your bank account. If an item was cancelled, only the amount of the shipped items will be collected.

    There will be no withdrawals from your bank unless you’ve placed an order.

    We’ll send you a debit confirmation by email.

    How will I be refunded?

    • The amount to be refunded is always credited to the account from which it was collected.
    • It may take up to 5 business days for the credited funds to be visible on your account.
    • Returns will be refunded within 14 days after we receive your package.

    I am not offered SEPA direct debit

    Unfortunately, some payment methods are not available for every order for a variety of different reasons. If you are not offered SEPA direct debit, please choose another payment method. We hope you understand we cannot influence the selection of the offered payment methods manually.

    How secure is the direct debit procedure?

    We use certified SSL encryption for the secure transmission of your data. Your bank, PayPal, and credit card details are safe. In addition, you have an 8-week right of withdrawal, with which you can cancel the direct debit transaction at your bank.

    I wish to revoke my direct debit authorization

    SEPA direct debit authorizations are valid for 36 months. If you would like to revoke your consent, feel free to get in touch with our customer care team and they’ll gladly process your request. Please have the bank account number or IBAN that you would like to remove ready beforehand.

    When making a payment in advance, we will start packing your order once we’ve received your payment which can take up to 5 working days. For that reason the delivery time of your prepayment order may be a bit longer. Please bear in mind that this is also the case for real time bank transfers.

    Your ordered items will be reserved for you until your payment is received (up to 7 days).

    How do I pre-pay?

    After placing the order you will receive a confirmation email including the necessary details for the bank transfer. Here are the details if you need them now:

    Payee: AFROSMARTSHOP SARL
    IBAN: CM21
    BIC: 
    Reference : Please note down your order number here.

    You consent to the assignment of the seller’s claims for payment of the purchase price to third parties, in particular to Afrosmartshop SARL.

    Please be advised that, in order for us to process the order correctly, it is important that you enter the order number in the reference field and that you pay for each order separately.

    How will I be refunded after a return?

    If you return one or more items, the value of the items will be credited back to the bank account from which you made the payment.

    How will I be refunded after a cancellation?

    If you already paid for an order prior to its cancellation, the value will be immediately credited back to your bank account.

    If you choose payment by PayPal, you will be redirected directly to PayPal at the end of the ordering process.

    If you are already a PayPal customer, you can log in to your account there with your user details and make the payment.

    If you’re new at PayPal, you can log in as a guest or open a PayPal account and then complete the payment.

    Payment will usually be registered within a few minutes and your order will be instantly processed.

    Please note that you will be agreeing to PayPal’s terms of use and their processes.

    Refund after making a return

    If you return one or more items, the value of the returned items will be credited back to your PayPal account. 

    You can define in your PayPal account whether the amount should be forwarded to your bank account.

    If your PayPal account is closed, we reserve the right to refund you on your bank details. It is not possible to choose a different PayPal account for the refund.

    Refund after a cancellation

    The value of the cancelled items will be refunded to your PayPal account.

    Mobile money is an electronic wallet service. This is available in many countries and allows users to store, send, and receive money using their mobile phone.

    The safe and easy electronic payments make Mobile money a popular alternative to bank accounts. It can be used on both smartphones and basic feature phones.

    Here’s how to use Mobile Money payment when paying on Afrosmartshop:

    • choose Mobile Money as your payment method when you come to pay

    • you’ll be taken to a secured page powered by our technical partner CinetPay, where you can choose which Mobile Money service provider (MNO) you can use to pay for your transfer

    • confirm your Mobile Money number and amount to pay

    • you will automatically receive an SMS or a push notification instructing you to enter your PIN on your mobile phone 

    • If you do not receive the notification, please contact your Mobile Money service provider (MNO)

    We’ll get a confirmation telling us that your payment is complete.

    Are Mobile Money payments safe?

    Yes. Mobile Money providers place a lot of importance on the security of their systems, sensitive information encryption. They undertake regular security reviews to ensure that we meet all modern security standards.

    How long does a Mobile Money payment take?

    When paying for your money transfer with Mobile Money, it usually goes through instantly or can take up to 120 seconds.

    What should I do if my Mobile Money payment is declined?

    We won’t know why your Mobile Money payment is declined. We wouldn’t have access to that information. And so the best thing to do is contact your Mobile Money provider. They should be able to give you more information. Once the issue is resolved by your Mobile Money provider (MNO), go back to Afrosmartshop to finalise your transfer.

    Will I be charged for paying with Mobile Money?

    There are never any hidden or extra fees when using Afrosmartshop. The total you need to pay is outlined when you create a transaction. Mobile Money operators may charge you to make payments. If this is the case, the charge will vary depending upon the Mobile Money provider, and is not charged by Afrosmartshop.

    Can I pay using someone else’s Mobile Money account?

    No. The money you send as a transfer must come from your own Mobile Money account. That’s because as a financially regulated company, we need to ensure that we know the identity of our customers – and this includes the source of the funds they pay with. We will only use the mobile number provided in your registration form. If you want to modify it, go to My Account and edit the details under the My Details tab.

    ORDERS

    We are sorry if your item arrived damaged or defective! Let us know by clicking the “Submit a claim here” button.

    Please fill out the form with all the requested information so we can solve this as soon as possible. We will get back to you with the next steps via email.

    Important: Only use this “Submit a claim here” button to report damaged or defective items. For all other topics, you can contact us using any of the channels below.

    Unfortunately, we can’t make changes to your order after it’s been finalised.

    Once an order is placed, the delivery option, delivery address, payment method, and product sizes can’t be changed. 

    But you can cancel an order for a limited time after it’s been placed; before it’s picked in the warehouse. If this option shows as available to you, we recommend simply cancelling the order and placing a new one.

    Did you order the wrong item? Or just chose it in a hurry? Not a problem. As long as the order has not yet been packed, you can still cancel it.

    Here’s how to cancel it in your account:

    1. Go to “My Orders” in your Afrosmartshop account.

    2. Click on “View/Cancel Order”.

    3. Select “Cancel order” to cancel the entire order or click on “Cancel Items” to cancel individual items. Then follow the on-screen instructions.

    Important to know:

    • You may request a cancellation only when the buttons  are active.
    • Cancelling an order cannot be undone. But you can always place a new order.
    • If you redeemed a voucher for your order, the order may only be cancelled in full.
    • Delivery and invoice addresses cannot be changed once you have placed an order. But you can simply cancel the order and place a new one using a different address.

    You can download a copy of your invoice for your recent Zalando orders below. If you placed the order very recently, please wait until it’s shipped for the invoice to be available.

    We’re sorry if we sent you something you didn’t order.

    Please return the wrong item to us and make a note on the return slip under reason 9, stating that you did not order it.

    The wrong item was delivered instead of an item you ordered? Please re-order the item you would like to receive. If you have already paid for it, you will be refunded as soon as we’ve received and processed your return.

    We apologise for the inconvenience caused.

    Once you have browsed and decided on a colour and size for an item you want to purchase, place the desired item(s) in the shopping basket. To do this just click on “Add to cart”.

    In your cart you will find an overview of all the items you have added. Check your choice of colour, size, and quantity. Important note: Only after completing your order are the items effectively reserved for you.

    If you’re happy with your selection, then click on “Checkout” to proceed to payment, and complete your order.

    What happens after I order?

    You will receive a confirmation email with your order number shortly after you order. To stay informed about the status of your order visit “My orders” in your customer account.

    We will also notify you by email as soon as your delivery leaves our warehouse. This email will also provide you with your tracking number.

    Pricing on Afrosmartshop.cm is based on independent internal calculation. Our product pricing is subject to change due to a variety of reasons including, but not limited to: availability, special offers, sales, and seasonal offers.

    We always strive for the best possible prices. Make sure to check Afrosmartshop regularly so you don’t miss out on any bargains!