Shipping & Delivery Policy

All estimates are given in business days (Monday to Saturday), excluding Ghanaian public holidays. The two figures that matter are processing time (how long we take before dispatch) and transit time (how long the courier takes). The tables below separate the two so there is no ambiguity about when your order will arrive.

Processing time begins when we receive your order and confirm payment. For bank transfers, it begins only once the funds have cleared and we have confirmed receipt.

For bespoke and couture commissions we always confirm the lead time, the fabric, the measurements and the final price in writing before production starts. We ask for a 50% deposit on made-to-measure and bespoke work; the balance is due before dispatch. Where a piece requires a fitting, the production clock pauses until the fitting is complete.

We deliver to every region in Ghana. Orders are dispatched from Accra and handed to our domestic courier, or collected directly from our studio by appointment.

Delivery is to the doorstep, not room-of-choice placement. Where you need the parcel collected on your behalf, the courier will contact you to arrange it. The delivery fee for your specific order is always settled directly between you, Ellah Fashion House and the rider — ask us at any time and we will confirm it with you before dispatch.

We ship worldwide from Accra, Ghana. International orders are handled by our courier partners — principally DHL Express and FedEx International — and are dispatched from Accra (airport) or Tema Port, depending on the destination and the service level you choose.

4.1 Regions we serve

We currently deliver to the following regions. If your country is not listed, please email us and we will check whether we can arrange a shipment to you before you order.

• West Africa: Nigeria, Sierra Leone, Liberia, Gambia, Guinea, Senegal, Côte d’Ivoire, Burkina Faso, Togo, Benin, Niger, Mali.
• East & Southern Africa: Kenya, Uganda, Rwanda, Tanzania, South Africa, Zimbabwe, Zambia, Botswana, Namibia.
• North Africa & Middle East: Egypt, Morocco, Tunisia, Algeria, UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman.
• Europe: United Kingdom, Ireland, France, Germany, Italy, Spain, Portugal, Belgium, Netherlands, Austria, Switzerland, Denmark, Sweden, Norway, Finland, Poland.
• Americas: United States, Canada, Brazil, and Caribbean destinations on a case-by-case basis.
• Asia-Pacific: selected destinations; please ask us first, as transit times and customs rules vary widely.

4.2 Transit times and services

Transit times are estimates in business days from dispatch and do not include customs clearance time, which varies by country and is outside our control. The exact service available to your destination, and the delivery fee for it, are confirmed and agreed directly with you before dispatch — they are never displayed as a fixed figure on this site.

4.3 International delivery fees

International delivery fees are never displayed or hardcoded on this site. Each fee is set by Ellah Fashion House, or agreed directly between the delivery rider, Ellah Fashion House and you on a case-by-case basis, and is communicated to you when you place your order. It is worked out from:

• The destination country and postcode.
• The total weight and volumetric weight of the parcel.
• The service level you select.
• Insurance requirements for Laurex & Co luxury and bespoke pieces, which we always insure for full value.

For a combined order we arrange delivery once on the whole parcel, so adding items to an existing order is always discussed with you before dispatch.

Please note the following:

• We cannot predict or control the duty rate your country applies. Rates commonly range between 0% and 30% of the declared value, plus a fixed customs handling fee.
• The courier will contact you before delivering if duty is payable, and will collect the amount from you. If you refuse or do not pay, the parcel will be returned to us and any costs incurred — including return shipping — may be deducted from your refund.
• We complete all customs paperwork on your behalf and declare the full value of the goods accurately. We will never under-declare a value to help a parcel avoid duty.
• We cannot mark a parcel as a gift, or as “sample” or “no commercial value”, and we cannot ship under a false description.
• Orders shipped within the African Union may be eligible for preferential tariff treatment where the goods qualify and the required certificate of origin is presented. Ask us if you would like us to include one.
• Clothing is subject to textile labelling and composition requirements in many countries. We supply accurate fabric composition and care labels on every garment; if your country requires specific labelling we will say so before you order.

If you are unsure about the duty on a specific order, please contact the customs authority in your country before ordering, or email us at info@ellahfashion.com with the destination and we will give you the declared value and product codes used on the paperwork.

We send tracking for every order, so you always know where your parcel is.

1. Dispatch confirmation. As soon as your parcel leaves us, we email you a dispatch confirmation containing your order number, courier name, tracking number and a link to track.
2. WhatsApp update. We also send the tracking link to your WhatsApp number where you have provided one, so you can check status quickly without searching your inbox.
3. In your account. Dispatched orders and their current status are listed under “My Orders” in your account.
4. Courier updates. The courier may also contact you directly by SMS, call or WhatsApp before delivery. Please check that your phone accepts messages from international numbers.

Tracking can take up to 24 hours to activate after dispatch while the courier generates the first scan. If tracking has not updated for more than 5 business days, contact us and we will open a trace with the courier.

Most delivery problems come from the address, not the garment. Please check these points before ordering — they are the three things we need in order to deliver first time.

• A complete, accurate postal address, including the street name, house or shop number, neighbourhood, city, region and postal code. “Accra, Ghana” alone is not a deliverable address.
• A working phone number on which you can be reached, ideally a WhatsApp number.
• A recipient who can receive the parcel — and, for international orders, confirmation that your country permits the import of the goods.

When a courier cannot deliver, here is what usually happens:

1. First failed attempt. The courier contacts you to rearrange delivery. Please respond promptly.
2. Second attempt. A second attempt is made, normally within 1–2 business days, and a final collection notice is issued.
3. Hold at depot. The parcel is held at the courier’s depot for 7–14 days (international: up to 30 days) for collection. Collection from the depot carries no charge; if you would like the parcel redelivered, any fee is agreed with you directly before we arrange it.
4. Return to sender. If the parcel is not collected, it is returned to us and marked undeliverable.

Occasionally delivery takes longer than the estimates above. The most common causes are:

• Customs inspection or a query from a foreign customs office.
• Port, airport or cargo congestion, particularly at Tema Port during peak season.
• Weather, strikes, civil unrest, or a national holiday.
• An incomplete address or an unavailable recipient requiring a redelivery.
• A pre-shipment security check on a high-value Laurex & Co piece.

8.1 If your parcel is late

1. Check the tracking link in your dispatch email for the latest scan.
2. Wait the full window. Domestic delivery is considered late after 7 business days from dispatch; international delivery after 21 business days.
3. Contact us. Email info@ellahfashion.com with your order number and the last tracking update, and we will open a formal trace with the courier.

8.2 If your parcel is lost or confirmed lost

Where a trace confirms that a parcel is lost:

• Domestic orders — we will send a replacement at no cost to you, or refund you in full, at your option.
• International orders — we will either send a replacement or issue a full refund. Because the courier is insured, the claim is usually settled within 10–20 business days of the trace closing.
• Where a parcel is lost because of an incomplete or incorrect address supplied by the customer, the cost of the replacement is payable by the customer.

To keep our evidence complete for a courier claim, please do not report a parcel as lost until the full window above has passed. This also protects you, because a claim filed too early may be rejected by the courier.

Questions about a delivery, or an address you would like corrected, are best answered by our dispatch and customer care team. We respond within 1 business day, Monday to Saturday.

When you contact us about an order, please have your order number and the courier tracking number ready — it lets us answer in one exchange rather than four.

Email

info@ellahfashion.com
Subject: Delivery Enquiry

WhatsApp

+233 553 539 435
Fastest channel for delivery updates.

Phone

+233 553 539 435

Dispatch hub

Accra, Greater Accra Region, Ghana
Monday to Saturday, 9:00 – 18:00 GMT

Our order cancellation and change terms, and the full returns process, are set out in our Refund, Return & Cancellation Policy and our Terms & Conditions.