FAQ

Quick answers about how Sankofa House pieces are made, shipped and looked after. Can't find what you need? Email hello@sankofahouseshop.com or message us on WhatsApp at +233 26 488 5835 (Monday to Friday, 9:00 to 17:00 GMT).

Orders and delivery

How long will my order take?

Every piece is made to order, so total delivery time is production time plus shipping time. Most items are produced within 2 to 5 business days. Embroidered items (like our caps) and backpacks can take up to 7 business days.

Estimated shipping time after production:

United States: 3 to 8 business days
Canada: 5 to 12 business days
United Kingdom and European Union: 3 to 10 business days
Australia and New Zealand: 7 to 15 business days
Ghana and the rest of the world: 10 to 25 business days

These are carrier estimates, not guarantees. The delivery window for your order is shown at checkout.

Where do you ship?

Most of our pieces ship worldwide. Caps and some hoodies currently ship only to the United States, Canada and Australia. Each product page tells you where that piece ships, and checkout only offers the destinations available for the items in your cart.

How much is shipping?

Shipping is charged per order and depends on the item and destination. For example, standard shipping for a single tee to the United States starts from USD 4.95. The exact cost is always shown at checkout before you pay, with no hidden handling fees.

Will I pay customs or import duties?

Orders that cross borders may be charged import duties and taxes by the destination country. Unless shown at checkout, these are not included in the price and are paid on delivery.

How do I track my order?

When your order ships you'll get a shipping confirmation email with a tracking number where available. You can also see your orders by signing in to your account.

Can I change or cancel my order?

Yes, as long as it hasn't entered production. Production starts shortly after you order, so email us as soon as possible. We can't guarantee changes once production has started.

Returns and quality

What if my item arrives damaged, defective or misprinted?

We replace it or refund you at no extra cost. Email hello@sankofahouseshop.com within 30 days of delivery with your order number and a photo of the issue, and we'll reply within 2 business days.

Can I return something that doesn't fit?

Because each piece is made specifically for you, we can't accept returns for the wrong size or a change of mind, except where the law requires it. Please check the fit notes on each product page, and message us before ordering if you're unsure. See our full refund policy.

Sizing and care

How do your sizes fit?

Our tees and hoodies use unisex sizing. Fit differs by garment, so each product page has a fit note. For example, some of our hoodies run small and we recommend sizing up. If you're between sizes, email or WhatsApp us before you order and we'll help.

How should I wash my piece?

Wash tees and hoodies cold and inside out, tumble dry low, and don't iron over the print. Caps are embroidered: spot clean and air dry. Each product page lists its own care instructions.

About Sankofa House

Who makes your products?

Sankofa House is based in Accra, Ghana. Our pieces are printed or embroidered to order by print partners with production facilities in the United States, the United Kingdom and Europe, and shipped from the facility nearest to you.