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FREQUENTLY ASKED QUESTIONS


  • PAYMENTS AND ORDERS
  • SHIPPING
  • RETURNS
  • GENERAL QUESTIONS
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What methods of payment do you accept?

We accept all major credit cards including Visa, MasterCard, and American Express. You can also pay using Paypal, Google Pay, or Apple Pay. 

How can I cancel or change my order?

Orders can be changed or cancelled after they are placed as long as they have not been shipped. Once they are shipped, we are unable to cancel or change orders. However, please email us at info@saanael.com as soon as possible if you would like to change or cancel your order. We will do our best to attend to your request before the order is dispatched.

How can I check my order status?

You can view your order status on your Account page, which will be updated as soon as you are charged and again once your order ships. 

Where can I see an Unseen Africa piece in person?

Join our Inner Circle (subscribe form in the footer) to be informed of invite only pop-up events where you can see our products in person.

The item I want is sold out. When will it be available?

Please email us at info@saanel.com and let us know the item you are looking for, we will notify you as soon as the piece becomes available. The availability of each piece varies as all are handmade by different artisans from across Africa and some items are limited editions.

Where do you ship?

We ship to Singapore and the rest of Asia. For other countries, we are able to coordinate worldwide shipping. Do send us an emailso that we can assist you with your order.

What are the shipping options?

All available shipping options will appear at checkout. Typically, we offer Standard, Expedited, and Rush shipping. A standard flat rate for shipping applies in Singapore only. For orders above $250 there is free shipping

What carriers do you use?

We generally ship using NinjaVan for domestic orders in Singapore and via DHL, TNT, Singapore Post or Fedex. If you are unable to receive one of these carriers, please let us know ASAP by emailing info@saanael.com.

How do I know when my order has shipped?

As soon as your order ships you will receive a shipment notification email with a tracking number. We may split your order into several boxes depending on the order size. 

How can I edit my shipping address?

If your order is shipping to an incorrect address, please email info@saanael.com as soon as possible to change the shipping address. 

What If My Product Arrives Damaged?

Unseen Africa stands 100% behind our products. Each piece is carefully packed to ensure safe transport to your door. We have selected our shipping vendors for their quality of service and care of the product. We encourage you to inspect your items on receipt of your purchase. In the event that damage occurs in transit or you discover any manufacturing defects, please contact us immediately.

What is your return policy?

Unseen Africa accepts returns for non-used, unopened items with tags attached and for non-customised purchases. Unfortunately, we cannot accept returns of used or customised items. Other restrictions may apply for special promotions, so always check your packing slip. However, during COVID due to hygiene and safety reasons, we are unable to support returns at this time. All eligible returns must be processed within 15 days of receiving the order.


Please email info@saanael.comwith your order number (found on your order confirmation email) to initiate a return or exchange

Do you offer free shipping on returns?

Unfortunately, we do not and we will deduct the cost of shipping from your refund.

How long does it take to process a return?

Your refund should appear on your statement within 10 business days.

Where are your products made?

Our products are made by our partners who are all based in countries on the continent of Africa. We are continuing to expand our partner network to reach all corners of the continent.

Do you have a storefront?

Not yet! But, stay tuned - we hope to in the very near future.

Do you sell through retailers?

We do not currently sell through any retailers. We sell directly to consumers and clients.

Whom do I email for press inquiries?

Where are your products made?

Our products are made by our partners who are all based in countries on the continent of Africa. We are continuing to expand our partner network to reach all corners of the continent.

If we were not able to answer a question of yours, simply complete the form below and we will get back to you. We are doing our best to respond to all inquiries in a timely manner. We will get back to you within two business days.

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