Frequently Asked Questions
Find quick answers to common questions about ordering, shipping, returns, and more.
How do I place an order?
Browse our kids Ankara collections, add your selected outfits to cart, proceed to checkout, provide delivery details, choose payment, and confirm your order. You'll receive an order confirmation and updates.
Can I modify or cancel my order?
You can request changes within 1 hour of placing your order. Contact support immediately at 024 472 0197 or hello@frebysfashiongh.com. Once processing starts, changes may be limited.
How do I track my order?
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.
What if I receive the wrong item?
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.
What are your delivery times?
Delivery times depend on destination. We ship from Haatso, Accra, Ghana and offer worldwide delivery. Final delivery timelines are shown at checkout and in your order updates.
How much does shipping cost?
Shipping costs vary by destination and delivery option. You will see the exact shipping fee at checkout before payment.
Do you ship outside Ghana?
Yes. Frebys Fashion GH offers worldwide delivery from Ghana.
What if nobody is home for delivery?
Our delivery partner will attempt delivery twice. If unsuccessful, the package will be held at the nearest collection point for 5 days. You'll receive SMS and email notifications with collection instructions.
How fast is delivery?
Delivery speed depends on your location. We dispatch from Haatso, Accra, Ghana and share estimated timing during checkout and after order confirmation.
Which items cannot be returned?
Items with clear signs of wear, damage caused after delivery, or custom/personalised outfit alterations may not qualify for return unless there is a manufacturing issue.
Who pays for return shipping?
If you're returning due to a defect or our error, we cover return shipping. For change-of-mind returns, customers pay return shipping costs (GHS 15 standard rate). Free shipping on returns for defective items.
Can I exchange an item instead of returning it?
Yes! If you need a different size or colour, select "Exchange" when initiating your return. We'll send the replacement as soon as we receive your original item. Exchange shipping is FREE.
What payment methods do you accept?
We accept MTN Mobile Money, Vodafone Cash, AirtelTigo Money, Visa/Mastercard credit and debit cards, and Cash on Delivery (available for orders under GHS 1,000). All payments are processed securely.
Is it safe to use my credit card on your site?
Absolutely. We use industry-standard SSL encryption and partner with secure payment processors (Paystack, Flutterwave). We never store your full card details on our servers. All transactions are PCI-DSS compliant.
Can I pay in instalments?
Installment options depend on available payment providers at checkout. If enabled, options are shown before you complete payment.
When will my payment be 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.
How do refunds work?
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.
Do I need an account to place an order?
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.
How do I reset my password?
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.
Can I have multiple delivery addresses?
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.
How do I update my account information?
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.
What are loyalty points and how do they work?
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.
Still Have Questions?
Our customer service team is ready to help. Contact us and we'll respond within 24 hours.