FAQs - Frequently Asked Questions

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How Do I Place my Order?

We are SO happy you want to be a part of the CB Family!

Simply click the ‘ADD TO CART’ button under the products you want to purchase and once you are done, just click on the Basket in the top right corner to proceed to payment. Easy!

During sales and launch periods, we would suggest placing your orders via this website to skip the queues and you will (most likely) receive your order much sooner!

 

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How Do I Make Payment?

You can pay for the products on this website with MTN Mobile money or Visa bank card via our payment solution provider PayStack– whatever is easiest for you. Simply select the payment method you prefer at the checkout after reviewing your shopping cart and follow the instructions.

Please note: If you would like to pay via mobile money, please have your phone beside you, ready for the authorization pop up message. If you miss this message, kindly click the payment button once again, and the authorization button will appear once again.


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Can I change or amend my website order after payment?

Unfortunately, orders cannot be changed or amended once payment is completed, as Shopify automatically begins processing them immediately. However, if you wish to include additional items, please place a new order and:

  • Add a checkout note with the previous order number, requesting that both orders be delivered together.
  • Select the “Pick Up” option at checkout to avoid duplicate delivery charges.

For urgent help, contact us via socials, phone, or email and we’ll do our best to assist before dispatch.

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Can I return my website order and request a refund?

At Colorbox Cosmetics, we prioritise product safety and hygiene. As such, we do not accept returns once an order has been placed and successfully delivered.

Refunds are processed only in limited, approved cases, and only if:

  • Products remain sealed, unused, and in their original condition
  • The issue is reported within 24 hours of delivery

Approved refunds are processed via Paystack, and typically reflect within 3–5 working days. Note that you’ll receive direct updates from Paystack once initiated.

 

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My website order is incorrect or incomplete — what should I do?

If you've received a wrong, missing, or faulty item, please contact us immediately via: email: info@colorboxcosmetics.com, call: +233 50 273 4866

Do not open or use the product if you believe there's an issue — due to hygiene policies, we cannot accept returns of opened or used items. 

Before ordering, we strongly encourage customers to:

  • Review product descriptions
  • Double-check your order summary before checkout 

We’ll assess the issue promptly and provide a suitable solution.

 

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What is the delivery process?

We aim to get your order to you as quickly and smoothly as possible. Once your order is placed, it is dispatched to our delivery partners the following morning. You’ll receive your delivery updates via SMS or email, so please keep your phone close on the day of delivery to avoid any delays.

Delivery Timelines & Fees

Next-Day Delivery – Accra (Main City):
₵35 – Applies to locations within central Accra.

Next-Day Delivery – Greater Accra (Outskirts):
₵40 – Includes areas like Tema, Kasoa, Gbawe, Weija, Oyarifa, Pokuase, and Miotso.

Standard Delivery – Outside Accra (within 4 working days):
₵40 – Major cities: Kumasi, Cape Coast, Takoradi, Ho, Sunyani, Tamale, Koforidua.
Any city outside of these may come at different charges

Additional Delivery Options

  • Office Pickup:
    Available Monday to Friday, from 9:00 AM – 5:00 PM. Please call ahead if you’re sending a rider.

  • Same-Day Delivery:
    We offer same-day delivery for orders that come in before 11 AM.

  • Orders that come in later and is demanded to be delivered on the same day will be delivered through trusted solo riders, Yango/Uber/Bolt, or third-party courier services. Fees vary based on your location and the service provider.

  • Personal Couriers Welcome:
    You may arrange for your own rider or courier to pick up your order from our office during business hours.

If you need help selecting the best delivery option or have a special request, our team is just a message or call away.

 

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Delivery Process during Sales/Promotions. 

During sales, new launches, or promotional periods, please note that delivery may take slightly longer due to the increased volume of orders.

We aim to dispatch your order to our delivery partners within 24 hours, and they will proceed to ensure a fast and secure delivery as always. Unfortunately we are unable to organize same day delivery from the office by ourselves. 

All other regular delivery options remain available during these times, including:

  • Next-day delivery within Accra

  • Standard 4-day delivery outside Accra

  • Office pickups (Monday to Friday, 9:00 AM – 5:00 PM)

  • Pickups via personal riders or trusted couriers

We appreciate your patience during busy periods and remain committed to ensuring your order reaches you as quickly and smoothly as possible.


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For more details, please visit our Shipping Policy Page in the drop-down menu 

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If your package is not delivered on time for reasons beyond our control such as weather or external partnerships issues, please call us immediately on +233502734866 and we will do all we can to assist in finding an alternative suitable solution.