Your orders are placed with the artisans 48 hours after placing of your order, at which point our artisans starts work on the crafted item. Our African artisans across the African continent are small businesses and rarely hold stock due to cost implications. They often will begin creation once they receive pre-orders. We estimate 30days to receive your orders to include: production and shipping of ordered items. Time frame also allows us to carry out quality check on the item before finally shipping to order recipient.
If your order hasn’t been accepted or dispatched just yet, the best thing to do is contact us via email on customerservices@aparica.com to let us know that you wish to cancel the order. Please note that if your order has been accepted and is personalised, our artisans may have begun to create your order and may not be able to cancel?
We hope that every purchase will reach you in a perfect condition but in the rare case it doesn’t, please get in touch with us via customerservices@aparica.com to let us know. Please ensure you provide us with photographs, clearly showing the fault. We will update you directly on what the next steps are in terms of a replacement or refund of your item once we have investigated raised concerns with our artisans.
Unfortunately, some items are non-cancellable and non-refundable:
To avoid disappointment, please check with us whether an item is cancellable or non-cancellable before ordering.
Our products are made once orders are placed directly with the artisans. However, if an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty. Please read our refund and returns policy for more information.
We collaborate with our artisans to ensure that the images of their products listed on our website, are as realistic as possible and that the product details include all the information you need to decide if the item is suitable for you.
You can always contact the us via our email: customerservices@aparica.com to ask questions or ask for advice on how best to proceed if you have an issue with a product
The cost of return postage will be at your expense unless the goods are faulty or we agree on a ‘free returns’ service directly with you via email: customerservices@aparica.com
Refunds or exchanges will be made to you within 14 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our returns guidelines.
As the Partner’s payment agent, we will process the refund directly to your payment card, in no more than:
No problem at all. If there’s something you’re unsure of, the first port of call is to contact us and we will liaise with our product experts – our artisans! You can open an enquiry by emailing us on customerservices@aparica.com
If you need to upgrade your delivery service or add something more to your order, you may be required to make an additional payment.
To do this, you will need to contact us on customerservices@aparica.com to inform us of the upgrade you require within the 48hours after your order has been processed.
We will provide full instructions on how to complete any additional payments.
You will receive an email notification of this message to the email address used to place your order. From time to time these can fall into junk/spam folders, please check this regularly.
Two weeks after your item has been delivered, you’ll receive an email from us. We will ask you for your feedback and these then form the reviews you see on our website.
Aparica will only send emails to request feedback approximately 14 days after your order has been delivered. If this time has already passed and you still haven’t received an email from us, please get in touch with us and we’ll be happy to help.
This is a security procedure often put in place by your bank, card issuer or payment service provider to protect against internet fraud. You’ll be prompted to enter the details you’ve registered with your bank or card issuer, and if you’ve not yet registered your card for this security check, you’ll be prompted to do so. If you’ve any further questions regarding either Mastercard Secure code or Verified by Visa, please get in touch with your bank or card issuer.
If you cannot find a resolution within our FAQs you can send us an email on customerservices@aparica.com and we will get back to you as soon as possible.
Monday to Friday: 0900 – 1730 GMT
Saturday: 0830 – 1700 GMT
Sunday’s & Public Holidays – Closed
Yes, there is no problem. Each time you place an order, you can choose a shipment address. It could be yours or of a friend or family member, or even a colleague or your boss, whoever you would like to surprise. You can even add a small message, when you choose to send a gift.
However, please note that you can only send ONE order to ONE shipment address. For example, when you order two packs of chocolates at once you cannot send them to multiple addresses.
Once your order leaves our care, it becomes the responsibility of the shipment company to manage its delivery. Depending on the destination country we collaborate with shipment companies that have demonstrated a high-quality service.
When your package has reached the distribution center of the transport company, you will receive an email with the tracking number of your order. With this number you can check the status of your shipment in realy time.
We believe there is a solution for everything and if there is a product missing or anything arrived in bad conditions, we will resolve it. Two pieces of advice for you:
In 2018, what started as a personal desperate journey for healing turned into something far greater.
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