Frequently Asked Questions

Yes. Nokware ships internationally via DHL Express, delivering directly to your doorstep. If the website is unable to locate your shipping address at checkout, please contact us at [email protected] and we’ll be happy to assist.

Orders typically ship within 3–5 business days. Processing times may vary during peak periods, public holidays, or due to factors beyond our control. Orders are processed Monday to Friday, excluding weekends and public holidays.

Please note that processing time does not include shipping time. Shipping begins once your order has been dispatched, not when it is placed. You will receive a DHL tracking number once your order ships.

Please ensure your shipping address is correct at checkout. Nokware is not responsible for packages marked as delivered by DHL, including those left with neighbours, security, front desks, or outside your door. 

We are unable to offer refunds or replacements for orders marked as delivered.

Yes. Once your order ships, you’ll receive a DHL tracking number by email so you can follow its journey.

Please check your spam folder first. If you still don’t see it, contact us and we’ll help you locate your order.

If your order has not yet shipped, please contact us as soon as possible and we’ll do our best to assist. Once an order has shipped, any address changes or delivery updates must be handled directly with DHL. Nokware is unable to make changes or intervene once a package is in transit.

Orders delivered outside of Ghana may be subject to import duties, taxes, or customs fees determined by your country’s customs authority. These charges are not included in your shipping fee and are the responsibility of the customer.

If any customs fees are due, DHL will contact you directly with instructions on how to complete payment. Please note that your order will not be delivered until all applicable duties and taxes are settled.

If a parcel is refused or returned due to unpaid customs charges, we will issue a refund for the product value once the item is safely returned to our warehouse, minus the original shipping cost and any return shipping fees incurred.

All sales are final. Due to hygiene and safety reasons, we are unable to accept returns or exchanges. If your order arrives damaged or defective, please contact us within 4 days of delivery.

If your order arrives damaged, please email us at [email protected] with a photo of the damaged item and your order number.

We review all damage claims on a case-by-case basis and will do our best to resolve the issue. In most cases, approved claims will be issued as store credit and sent to the email address used at checkout. We cannot guarantee a replacement or refund.

If your tracking shows your order as delivered but you have not received it, please contact DHL directly as your first step. If you live in an apartment complex, check with your building management or mail office to see if the package was received on your behalf.

Once a package has been handed over to the carrier, we only have access to the same tracking information you see. Nokware is not responsible for packages marked as delivered by DHL or for stolen packages. Please choose a secure location for your package delivery.

If your order is returned, we will contact you to confirm your address and arrange re-shipping. Additional shipping fees will apply.

We’re sorry about that. Please contact our support team at [email protected] as soon as possible with your order number and a photo of the item you received, and we’ll help resolve the issue.

If you need to update or cancel your order, please email us at [email protected] within 24 hours of placing your order. Our fulfillment team processes orders quickly, so after 24 hours, orders can no longer be changed or canceled.

For enquiries regarding orders placed through a Nokware retail partner such as Amazon or other 3rd party retailers, please contact the store or platform you purchased from directly. We’re unable to track or assist with orders placed outside of the Nokware website.

Yes! If you’re interested in stockist opportunities, please reach out to our partnerships team at [email protected]