Ikwetta - FAQ Knowledge Base

Introduction

Welcome Message:

👋 Hi there! Welcome to Ikwetta. How can I help you today?

Main Categories:

  1. Products & Collections

  2. Orders & Delivery

  3. Customization & Personalization

  4. Care & Maintenance

  5. About Ikwetta

  6. Wholesale & Corporate Gifting

1. Products & Collections
Bags & Leather Goods

Answer: All Ikwetta bags and leather goods are handcrafted in Kenya using premium full-grain leather from an LWG Gold-rated tannery in Athi River. We offer various styles including structured bags like the Kate Bag, Tewa Handbag, and Spade Bag, as well as totes like the Rhode Bag, Werk Tote, Cindy Tote, and Firiyali Tote. For specific styles and availability, please let us know what you're looking for!

Shoes & Sandals

Answer: Our shoes and sandals are handcrafted using premium full-grain leather and suede. All products are made locally in Kenya at our Syokimau workshop. If new leather sandals feel tight on top, this is normal - leather stretches over time. Wear them indoors with socks for short periods to help the leather adjust to your feet more quickly.

Jewelry

Answer: Our jewelry is made from a metal alloy that is plated with real gold or silver. To maintain your jewelry: Avoid exposure to sweat, perfume, and water. Remove before workouts or showers. Store in an airtight pouch to prevent tarnishing. Silver pieces may darken over time if left exposed to air—just like premium plated jewelry brands such as Swarovski or Pandora.

Check Product Availability

Answer: Please share the name or style of the product you're looking for, and our team will check availability across our factory and store locations.

Are these locally made?

Answer: Yes! All Ikwetta products are handcrafted in Kenya. Our factory is located in Syokimau, and our leather is sourced from an LWG Gold-rated tannery in Athi River.

Is it real leather?

Answer: Yes, we use premium full-grain leather sourced from certified tanneries. It's durable, breathable, and improves in character over time.

2. Orders & Delivery
Place an Order

Answer: You can place an order by visiting our website at www.ikwetta.com, visiting any of our retail stores, or contacting our team at team@ikwetta.com or by phone.

Production Timeline

Answer: Each Ikwetta piece is handcrafted with care. Order processing typically takes between 2–3 weeks. Once an order is placed, it follows a dedicated process—reviewed, compiled, and scheduled into our workshop's existing queue. Our artisans are currently working on prior orders promised to clients. While we try our best to accommodate urgent requests, faster timelines are generally not possible due to this structured pipeline. We appreciate your patience—it ensures the quality and attention to detail that defines every Ikwetta product.

Track My Order

Answer: For updates on your order status, please contact our team at team@ikwetta.com or call us. Our team will provide you with the latest information on your order.

Order Follow-Up

Answer: Please share your order number and we will help you track your order status. You can also contact team@ikwetta.com for immediate assistance.

Return/Exchange Policy

Answer: Returns or exchanges must be made within 7 days of receiving your item. Items must be unused and in original condition with tags intact. Customized items are final sale and cannot be returned or exchanged. For detailed instructions, please visit our Returns Policy Page on our website.

3. Customization & Personalization
Size Adjustments

Answer: We offer size adjustments for any size changes like upper tightening or loosening for KES 1,500. Please note that customized products are final sale and cannot be returned or refunded.

Design Changes (Shoes/Sandals)

Answer: We offer custom color or shape modifications for shoes and sandals for KES 2,000. Please share details about the specific changes you'd like to make. Customized products are final sale and cannot be returned or refunded.

Design Changes (Bags/Leather Goods)

Answer: We offer customizations for bags and larger leather goods including color or shape changes for KES 4,000. Please share details about the specific changes you'd like to make. Customized products are final sale and cannot be returned or refunded.

Custom Orders

Answer: We offer bespoke customizations to better suit your preferences. Standard products bought "as is" do not incur customization fees. Any change requested by a customer is considered a custom order and charged accordingly. Customized products are final sale and cannot be returned or refunded.

Can sandals be made with a heel?

Answer: Yes, we can custom-make sandals with a low heel for certain styles where the sole is hand-built in layers. Reach out to our team to find out which designs are eligible. Customization charges apply.

Can bags be made with zippers?

Answer: We're exploring this option. Meanwhile, styles like the Rhode Bag, Werk Tote, Cindy Tote, and Firiyali Tote all come with secure top zippers. For personalized options, please reach out to our team about customization.

Can phone pouches have adjustable straps?

Answer: Yes, we're working to include this feature in future designs. For now, we can custom-make phone pouches with adjustable straps. Customization charges apply.

Can you create bags with blended materials?

Answer: Yes, we're proud to experiment with bold material blends. Our Hair-on Tote features cowhide with natural hair-on leather, and our Sienna Tote includes a unique Kitenge lining. More blended-material styles are in development.

4. Care & Maintenance
How do I clean leather products?

Answer: Wipe gently with a soft, damp cloth. Use a leather cleaner for deeper cleaning. Let them air dry naturally—avoid heat or direct sunlight. Apply leather conditioner regularly for longevity.

How do I take care of suede products?

Answer: Use a suede brush for light cleaning. Remove marks with a suede eraser or a clean white pencil eraser. Let air dry naturally if wet, then brush again. Store in a dust bag to avoid moisture or scuffing.

Jewelry Care

Answer: Our jewelry is made from a metal alloy that is plated with real gold or silver. Avoid exposure to sweat, perfume, and water. Remove before workouts or showers. Store in an airtight pouch to prevent tarnishing. Silver pieces may darken over time if left exposed to air—just like premium plated jewelry brands such as Swarovski or Pandora.

Does the shiny material on sandals come off?

Answer: The shiny finish is carefully applied and built to last. To protect it, avoid rough surfaces, moisture, and excessive friction.

5. About Ikwetta
What is the significance behind the 'Ikwetta' logo?

Answer: "Ikwetta" is inspired by the equator—symbolizing balance, craftsmanship, and our Kenyan heritage. We also source leather from regions along the equator, including Kenya, Uganda, and Rwanda.

Is the owner locally based?

Answer: Yes, the founder is based in Kenya and deeply invested in supporting local artisans and ethical production practices.

Are the designs solely your creation?

Answer: Yes, all Ikwetta pieces are original designs crafted by our in-house team. We combine global style sensibilities with African heritage and technique.

What does LWG rating mean?

Answer: LWG (Leather Working Group) is a global certification that audits leather manufacturers on environmental standards. A Gold-rated tannery meets the highest standards in water usage, waste management, chemical safety, and energy efficiency—ensuring the leather we use is both premium and responsibly sourced.

Where do you source your leather?

Answer: From an LWG Gold-rated tannery in Athi River, Kenya. This ensures sustainable production and consistent quality.

What type of leather do you use?

Answer: We use full-grain leather—the highest quality, known for its durability, breathability, and timeless appeal.

Where is your factory based?

Answer: Our workshop is located in Syokimau, Kenya, where each item is handcrafted with skill and care by our artisans.

Are you open to collaborating with other designers?

Answer: Absolutely. We welcome collaborations with designers who share our commitment to quality, creativity, and conscious fashion.

How has the reception been so far?

Answer: The response has been incredible. Our customers in Kenya and abroad have embraced our products for their authenticity, craftsmanship, and design.

Loyalty Program

Answer: Our loyalty program, launched in 2021, rewards returning clients. Register in-store using your email or phone number to earn points that can be redeemed as cash toward future purchases.

6. Wholesale & Corporate Gifting
Wholesale Orders

Answer: Yes. We do wholesale orders on all our products. Please contact team@ikwetta.com and cc wholesale.ikwetta@gmail.com for inquiries. Minimum order quantities may apply.

Corporate Gifts

Answer: We offer bespoke corporate gifts, wedding favors, and event gifting solutions—tailored to reflect your brand's story or occasion. Like high-end luxury brands, we provide: Personalized packaging, Logo embossing on leather, Handcrafted detailing for exclusive gifts. Please contact team@ikwetta.com and cc wholesale.ikwetta@gmail.com for inquiries.

Wedding Favors & Events

Answer: We offer bespoke wedding favors and event gifting solutions with personalized packaging, logo embossing on leather, and handcrafted detailing for exclusive gifts. Please contact team@ikwetta.com and cc wholesale.ikwetta@gmail.com for inquiries.

Bulk Order Pricing

Answer: We're happy to share a wholesale price once we understand your needs—this includes the product style, quantity, and delivery timeline. Please reach out to team@ikwetta.com and cc wholesale.ikwetta@gmail.com.

Can I get a discount?

Answer: We don't offer ad hoc discounts. However, we run promotions seasonally, and our loyalty program rewards repeat clients. We encourage you to sign up in-store!

Additional Information
Contact Details

Answer: You can get in touch with us via:

Store Locations

Answer: Please visit our website at www.ikwetta.com for our current store locations, or contact team@ikwetta.com for specific branch information.

Backpacks

Answer: Some backpacks may not be on display due to limited space, but they are available. Just ask our team to view the current styles or browse our online store at www.ikwetta.com.

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