Our Policies

Delivery fee: N$80 flat rate for all orders, anywhere in Namibia.

Windhoek: 1–3 business days after payment confirmation.

Rest of Namibia: 3–7 business days depending on location.

Order confirmation: After placing your order, we will contact you via WhatsApp or phone to confirm availability and payment before processing.

Tracking: We keep you updated via WhatsApp throughout the delivery process.

Note: Delivery times are estimates and may vary. We will always communicate delays as soon as possible.

Return window: 7 days from the date you receive your order.

Condition: Items must be unused, in original packaging and in the same condition you received them.

Custom orders: Custom painted shoes, engraved jewellery and personalised items cannot be returned unless they arrive damaged or defective.

Damaged items: If your item arrives damaged, WhatsApp us a photo within 48 hours of delivery and we will resolve it immediately.

Refunds: Approved refunds are processed within 5 business days via EFT to your bank account.

Before we order: You can cancel a pre-order or order-for-me request for a full refund any time before we place the order with our supplier. Message us on WhatsApp with your order reference — we confirm in writing whether it has been placed.

After we order: Once we have placed your item with the supplier it cannot be cancelled, and the payment or deposit is not refundable, because the money has already been spent on your item. We will help where we reasonably can.

If we cannot deliver: If we cannot supply the item, or it has not arrived within 8 weeks of the date we first estimated, you can cancel and receive a full refund of what you paid.

Price changes: We confirm the final price with you before you pay. If a supplier price changes after you paid, your price stays the same.

Lay-by: You can cancel a lay-by at any time. Instalments you have paid are refunded less a handling fee of 10% of the item price (maximum N$100), agreed with you before the lay-by starts. If the item was already ordered specially for you, the order-for-me rule above applies.

Missed lay-by payments: If an agreed instalment is missed and we have not heard from you for 30 days, we may cancel the lay-by and refund as above.

Damaged or wrong item: This is not a cancellation — see Returns & Exchanges (report within 48 hours with photos).

How refunds are paid: By EFT within 5 business days of approval.

What we collect: When you place an order we collect your name, phone number, email address (optional) and delivery address.

How we use it: Your information is used solely to fulfill your order, contact you about delivery, and provide customer support.

We never sell your data: Your personal information is never sold, rented or shared with third parties for marketing purposes.

Storage: Your order information is stored securely in our database.

Contact: To request deletion of your data or ask any privacy questions, WhatsApp us or email info@rhiisupreme.com.