FAQs

ORDERING

Q. Is ordering online secure?

A. Yes. We take the utmost care with the information that you provide us when placing an order on our website. The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol. During the encryption process, information is scrambled into small bits of code that cannot be read as they travel to us over the Internet. Once we receive the encrypted information, we use a private, one-of-a-kind key to decode it.

All of the information you provide during the ordering process is restricted to our staff, and we make sure that all of our employees up-to-date on our security and privacy policies. If you have further questions about the security of ordering online from Rainbow Mall, please feel free to e-mail us at rainbowmallsarl@gmail.com.

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

A. After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference.

You will also receive confirmation via e-mail that we have received your order. (Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you.)

Q. When am I charged?

A. If you have opted to pay upfront for your purchase, we will charge you in full upon confirmation of your purchase, so be sure to double-check your purchases before you confirm.

Q. What should I expect after I placed my order?

A. Your order should typically reach you within 15-30 days if all the items in your order are in-stock.

However, some products have to be made to order thus shipping times vary by products. Feel free to check in with us anytime via our email rainbowmallsarl@gmail.com with regards to the status of your order.

Who can I contact for other questions?

Our customer happiness experts’ team, will get back to you as fast as he can! You can reach him at: rainbowmallsarl@gmail.com.

PAYMENT

Q. What methods of payment do you accept?

A. We gladly accept Visa, MasterCard, American Express, Discover & PayPal.

Q. Do you charge sales tax?

A. No. We do not charge sales tax. All online orders shipped to your country will have sales tax. But we have no control over any customs charges, vat, taxes or fees your government may charge you for importing a product from another country. Any customs charges, taxes or fees are the responsibility of the customer.

Q. Will I have to pay customs?

A. We have no control over any customs charges, vat, taxes or fees your government may charge you for importing a product from another country. Any customs charges, taxes or fees are the responsibility of the customer.

SHIPPING

Q. Where do you ship to?

A. We ship worldwide. Most orders usually takes about 15–30 business days. Purchaser will be responsible for any additional customs charges, duties, or fees upon delivery. Check out our shipping policy for more information.

 Q. Do you offer Free Shipping?

A. We gladly offer Free Shipping for all orders

Q. How long should I wait until my order arrives?

A. All orders are dispatch within 24 hours after the order is placed or next business day. The customer service and the postal service process the orders, which takes an additional 2–4 days. Most orders to the USA arrive within 7-21 business days. Other International delivery usually takes about 15–30 business days.

Q. How long does shipping take?

A. Orders can take between 15 and 30 days for delivery.

Note, there is no tracking movement after the order leaves China.

Items are also subject to customs clearance and may be held until duties and taxes are paid. As the importer/consignee, it is your responsibility to pay duties and taxes. If unpaid, the item will be returned to us with a label covering the original address. As we cannot see the original recipient, we cannot issue a refund in these cases, and the next step would be to contact rainbowmallsarl@gmail.com

Q. Is there a way to track my order after it has been sent out?

A. Yes. As soon as your order has been processed and shipped you will receive a shipping confirmation email with tracking information included. It may end up in a spam folder, so check there if you don't receive it in a timely manner.

Please allow ample time for tracking to update. For additional shipping & tracking inquiries please contact the courier directly. We receive the same tracking as you do once shipped and unfortunately do not have insight into any additional information. As we ship worldwide, there are no further updates once the item leaves China.

Q. If I make an order now and wish to get my order tomorrow, is that possible?

A. Unfortunately, it is not possible. Some of the items are not readily available, as they need to be made from scratch. As such, do refer to the Estimated Arrival timeframe under the Shipping Information at the various product pages.

Please refer to our shipping policy page for more information.

Q. Why is my item taking so long to arrive?

A. The estimated shipping time for orders is 15-30 working days. The Estimated Arrival Time for each product is indicated on its product page.

We may take a little more time to prepare some products for you. We seek your kind understanding and patience on this as we try to help our emerging designers to grow and be ready to invest in producing more stocks.

Q. I’ve been waiting too long for my products to reach me. Can I cancel the order?

A. Once the order has been shipped, we will not be able to cancel the order and refund you. Should you have any queries on that, please email us at rainbowmallsarl@gmail.com

Q. I just received my online order but it seemed like I have received a defective product. What can I do now?

A. Do take a photo of the defective product and send it to rainbowmallsarl@gmail.com. We will then be able to assist you from there.

Q. Can I return an item that I have purchased from you?

A. We could only process your request to return your purchase if the item has a manufacturing defect, and if an original receipt is presented within 30 days of delivery. Please kindly check your items upon receipt.

Please inform us via rainbowmallsarl@gmail.com or call our Customer Service hotline at (+226) 76 15 20 20. We will then assist you with the return process. More information on our Return and refund policy can be found.

Q. When will you ship my order?

A. We generally ship your order within 24-72 hours of order placement on business days (Monday-Friday). Please be aware that the shipping time starts after your order has been processed by our team and dropped at the office. Please note: During times of high volume, i.e. holidays or a large event, our processing and shipping time may be greater than 72 hours.

Q. Do you offer expedited shipping?

A. We apologize, but we do not currently offer expedited shipping at this time. All international orders are shipped via Ordinary Mail, Priority Mail. US orders are shipped by e-packet

RETURNS AND REFUNDS

Q. What is your return policy?

A. Returns or exchanges may be made within 30 days of your purchase. Please completely fill out the Return / exchanges form. Please be aware that items may be out of stock when making an exchange, so please fill in alternative options. If we are unable to process your exchange we will refund you for the item. Please note that we do not reimburse any additional shipping costs you may incur when sending an item back for a refund or exchanging items outside of our four weeks window unless it is our mistake in shipping the wrong size or item. We do not charge to ship an item back to you when making an exchange within 30 days.

Returning or Exchanging Merchandise:

Send Returns / Exchanges to:

Rainbow Mall Llc.

Attn: Returns

Secteur 11 Nouveau, Parcelle 03, lot 10, section B1

01 BP 935 Ouagadougou 01

Burkina Faso

Q. What is the refund/return policy?

A. If you're not totally satisfied with your purchase, you can return your item(s) within 30 days for a refund as long as the item is unused condition and packaging is intact. If you are past the 30 days or if you have a defective item, please send us an email and we'll work through it. For complete information please read our Returns and Refunds Policy.