FAQ

 

Customer Care

We are here for you. Questions? We do our very best to answer emails sent from Monday to Friday within 72 hours. Ask us at info@inayazanzibar.com.

Order processing location

All our online orders are processed and shipped from our shop in Stone Town, Zanzibar (United Republic of Tanzania). Our products are made at our factory located in Mtoni (Urban West) in Zanzibar (United Republic of Tanzania).

Payment

We accept credit cards (Visa, Mastercard, American Express), Mobile Money, Mpesa, Mvisa and Paypal via our secured payment provider DPO (DirectPay online). 

Prices

Prices are in Tanzanian Shillings or U.S. Dollars. Prices are subject to change without notice. 

Value Added Tax (V.A.T.)

We are required by law to collect 18% V.A.T. for all orders shipped to Tanzanian addresses. The VAT will be deducted at checkout for orders made outside the United Republic of Tanzania.

Online orders

Please create a customer account and sign in to place an order.

Shipping & Order processing

Orders are shipped via DHL Express and a tracking number will be provided. Orders are processed and shipped Monday through Friday with the exception of public holidays. Please allow 2-3 working days for order processing. After placing your order, you will be sent a receipt and an order summary via email. Once shipped, you will receive a second email with a delivery confirmation and a tracking number. Due to the global Covid-19 crisis, orders might take few more days to reach you. This is due to the decreased number of domestic and international flights. Please make sure to check with your local authorities and/or your local DHL that your country does not have shipping restrictions due to lockdowns.

International shipping

We offer international shipping through DHL Express to selected countries. International Shipping fees are based on the regional flat rates offered by DHL Tanzania to e-commerce customers. This allows you to purchase up to 2 kg of Inaya Zanzibar products at a flat fee. Our website will notify you when you have reached the 2 kg threshold. 

Please note that international orders may incur customs fees and duties. These fees are separate from shipping charges paid to Inaya Zanzibar. You are responsible for any customs fees and duties owed in order to import your purchase into your country of residence. Please contact your local DHL office or customs authority to get more information.

We will ship worldwide soon. In the meantime, we ship to the following countries:

  • Africa: Côte d’Ivoire, Ethiopia, Kenya, Mauritania, Rwanda, Senegal, Tanzania, Uganda.
  • Americas: Argentina, Brazil, Canada Colombia, Mexico, United States of America, Uruguay.
  • Asia & Asia Pacific: Australia, China, Indonesia, Korea, Japan, Lebanon, Malaysia, New Zealand, Oman, Pakistan, Qatar, Singapore, UAE.
  • Europe: Belgium, Croatia, Denmark, Finland, France (except La Reunion & Mayotte*), Germany, Greece, Ireland, Netherlands, Poland, Portugal, Sweden, Switzerland, United Kingdom.

* Due to local Covid-19 lockdown shipping restrictions.

My country is not on the international shipping list

Please contact us if you would like your country to be added. Kindly make sure that your country allows the importation of beauty products before sending us a request. You can contact your local DHL office to enquire about it.

COVID-19 shipping restrictions 

Due to the Covid-19 pandemic and local lockdown policies, DHL has suspended their services in the following countries or regions until further notice:

Angola, Austria, China in Hubei Province, Congo, Cuba, Metz (France), Gabon, Ghana, Greenland, Guinea-Equatorial, Guinea-Bissau, India, Italy, Libya, Mauritius, Mayotte (France), Namibia, Nepal, Niger, Nigeria, Norway, Philippines, Reunion (France), Sao Tome and Principe, Somaliland, Somalia, South Africa, Sri Lanka, Sudan, Seychelles, Uzbekistan, Venezuela.

Kindly make sure to double-check that with your local DHL office that your country is not affected by shipping restricitons due to the Covid-19 pandemic. You can also check this daily updated DHL page for shipping restrictions and temporary service adjustements. 

Other Shipping Restrictions

It is your responsibility to be aware of the specific import restrictions of your country of residence. If your package is refused or destroyed due to customs rules, we will not be able to refund your order or offer a replacement. Please contact your local DHL office or customs authority to get more information.

Some countries do not allow the import of beauty products by individuals or have specific restrictions or paperwork requirements on cosmetics. For this reason, we do not ship to the following countries:

  • Italy: Importer must provide a health permit issued by the Health Ministry Border Office.
  • Spain: Cosmetic products can only be imported by companies that have an import license from the Spanish Ministry of Health. 

Order status

We send an order confirmation and tracking number to the email address used when the placed order was placed. Don’t see the confirmation? Try checking your junk or Spam folder. You can also email us at shop@inayazanzibar.com and we’ll be happy to assist.

Mistakes or Missing items

We strive to carefully pack your order securely before shipping them out. Unfortunately, mistakes can happen. Please check your order after receiving it. If there is anything missing, email us right away at shop@inayazanzibar.com. Please provide your order number. We are always happy to replace or refund your missing within 10 days of purchase.  

If you choose to have a replacement sent to you, we will ship it to the original shipping address. 

Any missing, damaged or incorrect items from orders older than 10 days will be issued an instore credit.

Damage or Loss

We strive to carefully pack your order securely before shipping them out. Unfortunately, damage or loss of parcels are a possibility during transit. In the event of loss, we cannot be held responsible once orders are handed over to DHL. 

We are always happy to help replace or refund damaged items within 10 days of purchase. If you receive a damaged package, please take photos of items, box and shipping labels and email it at shop@inayazanzibar.com. Please provide your order number. If you choose to have a replacement sent to you, we will ship it to the original shipping address.  

Shipping address mistake

The shipping address is filled up by the customer. We do not amend it in any way. If a package is sent out to an incorrect address, and it is returned to us, you will be responsible for the reshipping costs.

Refund & return policies 

Your satisfaction is important to us. Due to the nature of our products, we cannot accept returns. However, we will offer a replacement or a shop credit in certain circumstances. Please send us an email at shop@inayazanzibar.com with any concerns about your purchase within a week after receiving your parcel so we can work something out.  

Products storage & shelf life

Our products should be stored in a cool, dry place, away from direct sunlight. All our retail products are marked with a “best after opening” symbol containing the number of months the product should be used after it is opened. The products shelf life is 24 months after production.

Allergies & Sensitivity

Please read all product descriptions (ingredients, how to use, care instructions, notes) before placing your order. If you have a history of sensitive skin, it is recommended to do a skin test prior to using. All the ingredients are accurately listed on each product page. We cannot be held responsible should any skin reactions occur due to allergy. As always, if you are pregnant or nursing, please check with your doctor before using any products containing essential oils.

Wholesale 

Interested in carrying Inaya Zanzibar in your store? Please send us an email at info@inayazanzibar.com with a description and details about your business. Wholesale purchasing is available only to established stores. 

Overseas or alternative online shops

We are the sole approved online website selling the Inaya Zanzibar products. Any other online retailer who might be selling our products online (whether through a website or social media) is not approved by our company. We cannot be held responsible for purchases made on such websites or platforms. Please don’t hesitate to contact us if you have any questions. 

Press & Media Inquiries 

For press inquiries and interviews, please contact us via info@inayazanzibar.com

Privacy

Your personal information will not be sold or shared to any third party. We will not use your e-mail address for unsolicited mail. Any emails sent by Inaya Zanzibar will only be in connection with the provision of agreed services and products.

Copyright

All photographs, texts, product descriptions, logo are the copyright of Inaya Zanzibar Limited and is protected by national and international copyright laws.