Here are answers to your most frequently asked questions

Where are you based? Where do you ship from?

We are based in Atlanta, Georgia, USA. Your order ships from our fulfillment center in Duluth, Georgia (metro Atlanta area), with the exception of kente cloth orders. 

Kente cloth orders ship directly from our manufacturing facility in Kumasi, Ghana to the customer. 

Do you have a retail store?

At this time we do not have a physical store. All orders must be placed online and shipped to your address. 

I live in Atlanta, can I pick up my order in person?

Unfortunately, in person pickup is not available at this time. We hope to be able to provide this option for our Atlanta natives in the future. 

Do you ship outside of the U.S.?

We offer shipping outside the U.S. on all kente cloth orders, certain beauty and cosmetics products, and Goldentree Chocolate orders. If an item is not available for international shipping, you will be notified on the cart and checkout page.

U.S. Military base address are considered to be within the U.S., but due to distance, some items may not be available for shipping to U.S. Military bases oversees.

Customer is responsible for any and all import duties.

My international order is still being held in customs

Customs is government regulated by each country; therefore, we do not have any control over customs taxes, duties and fees nor do we have any control over how long customs decides to hold your shipment. 

If your item has been held in customs in your country for an extended period of time, you will need to contact the local customs office in your country for more information. Often times, there is duties/taxes that need to be paid before your item can be released. 

What is the shipping Time Frame?

Processing  and shipping time varies from product to product. Estimated delivery date is available on the cart page, the checkout page and on your order confirmation. 

The estimated delivery date will tell you when you can expect your order to be delivered.

What if I need to modify my order?

Once your order has been placed, you cannot make changes to your order. You will need to cancel your order by contacting support, then place a new order.

What if I need to change my shipping address?

Once your order has been placed, you cannot make changes to the shipping address. You will need to cancel your order by contacting support, then place a new order. 

Once an order has been shipped to the incorrect address, the customer is responsible for the order charges and shipping costs. This is because the shipping carrier will not reimburse Ethnic District for orders shipped to the wrong address as a result of customer error. 

For this reason, we highly encourage you to make sure that the shipping address on your order is correct when placing your order.

Can I get same day or next day delivery?

At this time, same day and next day delivery is unavailable. We are currently exploring ways to be able to offer this option in the future. 

What payment methods do you accept?

We accept all major credit cards, bank/debit cards and Paypal. We also accept Apple Pay, Google Pay and Chrome Pay.

All credit card payments are verified and protected by 3D secure verification and SSL 256 bit Encryption to ensure payment and customer sensitive information is protected.

My payment is not going through!

If your payment does not go through, please verify that you are entering the right billing information–including name, address and billing zip code. 

If you have verified your billing details are correct and are still unable to place your order, try a different method of payment. 

Occasionally, our payment processing company may flag certain payments that it deems high risk. Unfortunately, there is nothing that we can do about this and you will need to use a different method of payment.

How do I cancel an order?

You may cancel your order within 24 hours of placing the order, if the order has not been shipped.

To request an order cancellation contact support. Be sure to include your name and order number in the correspondence. 

How can I request a refund?

You may return items that are in their original packaging, and are unused within 14 days of delivery for a refund.

Because kente cloth is made to order, it is not eligible for a refund unless the item is damaged, defective or you receive an incorrect order. Please ask as many questions as possible before placing your order to ensure that you get what you need.

Grocery items that have been opened, used or have expired since delivery are not eligible for returns.

Personal care items that have been opened or used are not eligible for returns and refunds.

If you need to return a product or need a refund contact support.

Where do I send my return items to?

Ethnic District 
3470 McClure Bridge Road
Duluth, GA 30096

Are returns free?

At this time we do not offer free returns. The customer will need to pay for any return shipping costs. 

How long does it take to get a refund?

We process refunds as soon as we receive your return items and inspect them. However, it may take 7-10 business for your bank to process your refund and reflect it in your bank account.

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