Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?



General FAQs

1. What is the shelf life of your products?

The shelf life of our African Black Soap products is 24 months.  

The shelf life of our Shea Butter products is 18 months.  

2. What is your current processing time?

Our current processing time for orders is 1-5 business days, excluding weekends and holidays.

3. What form of payment do you accept?

We accept all major credit and debit cards along with PayPal, AfterPay, and Amazon Pay.

4. Do you offer Free Shipping?

We do offer free (2-5 day) shipping on any orders over $50 within the United States.  

5. How can I contact Customer Service?

Please email us at

6. What is your Refund Policy?

For all of our skin care products that we sell, for sanitary purposes we do not accept returns or exchanges for refunds.

For Clothings, bags, and jewelry. You have 30 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Your item must be in the original packaging.

Your item needs to have the receipt or proof of purchase.

It is the customer's responsibility to pay for the shipping fees for items being returned. 

Shipping FAQs

1. Where do you ship?

We offer world wide shipping. Including APO/FPO.

International Orders: If there are additional taxes, customs fees  or  any other fees associated with your order. This will be billed to the customer. 

Please Note: include your full legal name, full address with the country name. Failure to do will result in the package being sent back to us.

If your package is returned to us due to the above mentioned errors. You have 3 business days to reach out to us to fix your order. (Remember: If a package is returned, you have to pay for a new shipping fee). If you do not reach out to us we will automatically issue a refund excluding the original shipping cost. (Only items will be refunded)

2. Do you ship to PO Boxes?

We do offer shipping to PO Boxes and US-based courier forwarding services.

3. Do you offer Free Shipping?

We do offer free (2-5 day) shipping on any orders over $50 within the United States.  

4. What If my products melt during transit? 

During transit and during warmer months, your products are prone to changing textures such as softening or even melting due to extreme temperatures. Please ensure that you track your order and retrieve your items as soon as they arrive to avoid any melting that may occur in the high temperatures.  We assume no responsibility for melting issues and orders will not be replaced or refunded.  

If this occurs, prior to opening your jar, place the items in your refrigerator for a few hours to allow them to harden. DO NOT OPEN TO CHECK FOR MELTING BEFORE REFRIGERATION. This can cause spilling which will result in loss of product.

Our hand-whipped process adds tiny air bubbles that increase the volume, just like whipping cream. If a whipped product melts, the air bubbles collapse and the volume is decreased. 

So, although the jar was filled to the top initially, there will be less volume in the container (since it has deflated) and the container may actually look half full.

After cooling, a melted Whipped Butter will be the consistency of a body balm and is still a great moisturizer!

5. What if I accidentally input an incomplete or incorrect address on my order?

You may email within 12 hours of placing your order to make any changes to your address. Once the 12 hour timeframe has passed, no changes will be made. If a package is shipped and returned due to an incorrect address inputted on the order, it is the customer's responsibility to pay for the package to be shipped back to the correct address. If you choose to have a refund, once we received the returned package we will issue a refund excluding the original shipping cost. 

6. How do I track my order? 

Upon your order being shipped, you will receive your tracking number via email.  Please ensure that your email address is correct. 

7. My order says it was delivered but I have not received my package. What do I do? 

We make every effort to get your order to you on time, however once we drop off your order at the carrier, we have no control on delays, lost or stolen packages. Please contact USPS if you have any delivery concerns.Duma Mbili is not held responsible or liable for any lost, damaged or stolen packages.

Get in touch

Have questions about your order, or a general enquiry?