Frequently Asked Questions

Browse our products, add items to your cart, proceed to checkout, provide your delivery address, select payment method, and confirm your order. You'll receive an email confirmation with your order details and tracking number.

Yes — as long as it hasn't been dispatched yet. Contact us via WhatsApp at +233 20 959 7443 or email info@gsgbrands.com.gh and we'll make the change at no cost. If your order is already on its way, you'll need to cover the delivery cost already incurred (and any return-trip cost) before we can cancel or modify. Perishable items can't be cancelled once dispatched.

After your order ships, you'll receive a tracking number via email and SMS. Visit our Order Tracking page and enter your order number and email address to see real-time updates on your delivery status.

We sincerely apologise if you receive the wrong item. Contact us within 48 hours with photos of the item received. We'll arrange for the correct item to be sent immediately and collect the wrong item at no cost to you.

It depends on the delivery choice you pick at checkout. Sole Express and Joint Express run daily with 2hr, 6hr, 12hr, 24hr or 48hr slots after order confirmation — fresh and perishable items must use one of these. Free Delivery runs on Tuesdays and Fridays only, and your order must be confirmed before noon the preceding day (qualifies for the 5% Free Delivery Discount). Pickup is ready within 72 hours of confirmation (excluding Sundays), and you collect at the location shared in your confirmation. Personal Shopper requests are scheduled separately once we confirm market prices with you.

It depends on your delivery choice and delivery destination. At checkout you can pick from: Free Delivery (Tue/Fri, requires the 5% Free Delivery Discount on qualifying orders), Sole Express (paid, 2hr–48hr slots, daily), Joint Express (you share the fee with a neighbour, daily), or Pickup at our location (free, within 72 hours excluding Sunday). The exact rate for paid options is calculated from your delivery address — closer destinations pay less than far-out ones — and shown to you before you confirm the order.

Currently, we only ship within Ghana. We're working on expanding to neighbouring West African countries. Sign up for our newsletter to be notified when international shipping becomes available.

We always reach out and confirm collection arrangements with you before your order is dispatched, so this rarely happens. If the agreed handover still falls through on the day, we'll reschedule a fresh delivery with you — the rebooked delivery fee is paid by the customer, and applies to non-perishable items only. Perishables (fresh produce, frozen, etc.) cannot be rebooked once dispatched and are non-refundable for missed handover.

We offer a 14-day return policy for unused items in original packaging. Simply initiate a return from your account, print the return label, and ship it back. Refunds are processed within 5-7 business days after we receive the item.

For hygiene reasons, we cannot accept returns on opened cosmetics, intimate apparel, earrings, or perishable goods. Custom or personalised items are also non-returnable unless defective.

If you're returning due to a defect or our error, we cover return shipping in full. For change-of-mind returns, the customer pays return shipping — the cost depends on the delivery option you choose to send the item back (Sole Express, Joint Express, Free Delivery on Tue/Fri, or pickup at our location).

Yes — select "Exchange" when initiating your return and we'll send the replacement as soon as we receive your original item. Exchange shipping is paid by the customer because the swap is driven by your own change of mind (wrong size, colour, etc.). The exact cost depends on which delivery option you pick for the swap (Sole Express, Joint Express, Free Delivery on Tue/Fri, or pickup). If the item was defective or we shipped you the wrong one, exchange shipping is on us.

We accept MTN Mobile Money, Vodafone Cash, AirtelTigo Money, and Visa/Mastercard credit and debit cards via our secure Moolre payment gateway. All transactions are encrypted and processed securely.

Absolutely. We use industry-standard SSL encryption and partner with Moolre for secure payment processing. We never store your full card details on our servers. All transactions are PCI-DSS compliant.

Yes! We offer payment plans through our partners for purchases over GHS 500. Select "Pay in Instalments" at checkout to see available options. Approval is instant and no interest is charged.

For card and mobile money payments, you're charged immediately. For Cash on Delivery, you pay when you receive your order. If an item is out of stock, we'll refund you within 24 hours.

Refunds are processed to your original payment method within 5-7 business days after we receive and inspect your return. For mobile money refunds, ensure you provide correct details. You'll receive confirmation via email.

No, you can checkout as a guest. However, creating an account lets you track orders, save addresses, view purchase history, manage your wishlist, and receive exclusive offers. It only takes 30 seconds to sign up.

Click "Forgot Password" on the login page, enter your email address, and we'll send you a reset link. The link is valid for 1 hour. If you don't receive it, check your spam folder or contact support.

Yes! You can save multiple delivery addresses in your account. During checkout, simply select the address you want to use or add a new one. This is perfect for sending gifts or alternating between work and home.

Log in to your account and go to "Account Settings". You can update your name, email, phone number, password, and saved addresses. Changes are saved instantly and you'll receive a confirmation email.

Earn 1 point for every GHS 10 spent. 100 points = GHS 10 discount on your next purchase. Points are automatically added to your account after each order. Check your points balance in your account dashboard.