FAQs - Retail Customers

Frequently Asked Questions - Answered. 

Q. How do I make a purchase?

A. To make a purchase through the Baba Tree online store, simply select your preferred basket/s and click ‘Add to Cart’.

Follow simple prompts to guide you through the checkout process. You will be required to enter both your Shipping & Payment information & agree to the Terms & Conditions of our online store. If you have any issues or require further guidance with this process, please contact our Customer Service Team.

 

Q. Will you be restocking this basket?

A. We encourage the artistry and creativity of the artisans we work with plus the nature of made-my-hand means that almost every basket is a one-off! We like it like that. There will always be some very close similarities or we can custom make to your specifics with payment made upfront. Please email salesatbabatree@gmail.com to discuss. 

 

Q. What payment methods are accepted?

A. We accept payment by Visa, Mastercard and American Express.

 

Q. Is it safe to use my credit card to pay?

A. To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards. See our privacy statement for more information.

 

Q. What's the turnaround time on custom-made baskets?

A. Turnaround time on custom orders will be specific to the size and quantity of each order. All communications via salesatbabatree@gmail.com please. Bespoke baskets can take anywhere between 2 - 4 ½ weeks to complete and ship. Please respect the time-honoured technique and artistry of our weavers during this process. 

A notification of shipment will be delivered to your email account once the custom order has been finished.

 

Q. Can you ship my order to an international location?

A. Yes, we ship globally and safely with DHL to your door.

 

Q. Will I be charged sales tax on my order?

A. We don’t charge Sales Tax on our baskets from Ghana. For information about expected duties and taxes please see our shipping policy.

For further information about expected duty and taxes when importing to your country, please visit your relevant customs website.

 

Q. How will I know you have received my order?

A. After your order is placed, you will receive a notification to your email account that your order has been received.

Please note, your order is not confirmed until payment has been received & items prepared for dispatch. At this point a notification will be sent to your email account regarding the shipment information and tracking link.

 

Q. Am I able to track my order?

A. Yes definitely. Upon dispatch, customers will receive notification via email that includes full tracking information for their parcel.

 

Q. How do I purchase an online gift card?

A. To purchase an online gift card through the Baba Tree online store, simply select the product, and click ‘Add to Cart’.

Follow simple prompts to guide you through the checkout process. You will be required to enter both your Shipping & Payment information & agree to the Terms & Conditions of our online store. If you have any issues or require further guidance with this process, please contact our Customer Service Team.

Please note, all gift cards are delivered by email to the recipient at the time of purchase and contain instructions for redemption at the online checkout. Gift Cards are valid for 3 years (36 months) from the date of purchase. Online purchased Gift Cards are valid exclusively for use through the Lucy Folk website.

 

Q. Who covers shipping fees in the return process?

A. Change of mind shipping costs are the responsibility of the customer.

If the item received has a fault or needs repair, please communicate immediately with photographs of the damages to salesatbabatree@gmail.com to start the conversation. The Baba Tree cannot take responsibility for duty reimbursement.

 

Q. Do I have to pay import and duty charges?

A. Yes, import and duty taxes may apply if you are shopping from outside of Ghana. Import & duty charges are not included in your purchase and are the responsibility of the customer. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note - we cannot undervalue orders, or mark them as a gift. For further information about expected duty and taxes when importing to your country, please visit your relevant customs website.

 

Q. Can I order a bespoke basket?

A. To start the conversation with one of our team to commission your bespoke basket, please email salesatbabatree@gmail.com.

Please note that there will be a 50% upfront fee to start your bespoke basketry.

 

Q. How do I contact customer care?

A. Our customer service team are available Monday to Friday, 8am to 5.30PM GMT via email. Inquiries sent outside of this time will be responded to within 1-2 business days depending on how busy we are. Thank you for your patience. Please contact salesatbabatree@gmail.com.