MY ORDER

WHERE IS MY ORDER?

If your order has not arrived by the estimated delivery date we’re here to help.

Before contacting us it’s worth checking a few things first. Check the tracking link we sent in your despatch email to view up to date tracking information.

Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date.

Check with your neighbours. If you weren’t in then the courier may have left the parcel with one of your neighbours. Check in any safe area’s the driver may have left your parcel, such as in a porch or garden shed.

If you still can’t find your parcel contact our Customer Service team quoting your order number.

CAN I CANCEL MY ORDER?

You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You may be able to cancel your order up to 1 hour after placing but you’ll need to contact our Customer Service team to do it.

CAN I CHANGE OR ADD ITEMS TO MY ORDER?

Once an order’s been placed we are unable to add or change or amend any products from your order.

You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You may be able to cancel your order up to 1 hour after placing but you’ll need to contact our Customer Service team to do it.

YOU HAVE SENT ME THE WRONG ITEMS?

We’re only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to put it right as soon as possible.

Please contact our Customer Service team with the order number and the incorrect items names and numbers.

PART OF MY ORDER IS MISSING?

Did you receive an email from us letting you know that part of your order is not available? If you did, check what you’ve received against the email. If you didn’t receive an email from us, check your delivery note as any item not available will be listed and explained. In any case of items not available, we will not charge your payment method for the item in question.

If there’s no indication that you should have an item missing, please get in touch straight away via the Contact Us page and we’ll do our best to sort the problem out for you.

THE ITEM I RECEIVED IS FAULTY

We’re really sorry about that! Get in touch via the Contact Us page and we’ll do our best to sort the problem out for you.

PAYMENT & SECURITY

WHICH METHOD OF PAYMENT CAN I USE?

You can pay using any of the following methods; Bank transfer, pay using card online, pay in store or pay using card at point of delivering or at store till .

We take security very seriously so you can rest assured, when you enter your payment details they’ll be safe with us.

HOW DO I USE PROMOTIONAL CODE?

Simply enter the promo code in field provided in your Shopping Basket before you proceed to the checkout. If you cannot find this field or you’re having difficulty entering the code, please get in touch via the Contact Us page before you place your order as we may not be able to add the discount at a later stage if the code is not entered.

MY ACCOUNT

DO I HAVE TO CREATE AN ACCOUNT TO SHOP WITH YOU?

Registering with us isn’t necessary and you can place an order without going through the sign up process, however we recommend signing up as registered users have access to previous orders, tracking information and regular website updates and offers via email.

WHAT ARE THE BENEFET OF REGESTERING AN ACCOUNT?

Once you’ve registered , you can access your account at any time using the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password

I HAVE FORGOTTEN MY PASSWORD?

No problem! Use the ‘forgot your password?’ link at the login page , enter your email address and we’ll send you an email so you can reset your password and choose a new one.

DELIVERY

DELIVERY ARRANGEMENTS?

Our carrier delivers between 7.30am and 8pm, and in some cases a signature may be required.

If you’re not around they’ll leave a calling card with the details on how to re-arrange delivery. Or depending on the courier a re-delivery attempt may be made without contact.

HOW MUCH IS DELIVERY?

Standard Abuja delivery is 750 while outside Abuja is 1250  some areas might attract higher fee in this case the buyer will be communicated the new fee. Receive in up to 2 -7 days.

Collect from store

Place your order online and have it delivered to our store for 100

How?

Place your order online and select the ‘Collect From Store’ option at checkout

WHAT DO I NEED TO BRING TO COLLECT MY ORDER FROM STORE?

Please bring the following items with you:

  1. Proof of purchase – a copy of your confirmation email or your sales receipt, or text message.
  2. Your payment card for your protection against fraud, we cannot release your order without seeing your payment card or a form of photo ID (passport or driving licence only)
  3. If someone else is collecting the goods on your behalf, they must present your proof of purchase, as well as their own photo ID (passport or photo driving licence only).

 

DO I HAVE TO PAY RETURN?

By Post

You can make your own arrangements through any postal carrier but we recommend you use one who can give you a “Certificate of Posting” preferred ACE  as, until the parcel reaches us, it’s your responsibility.

HOW LONG ARE ORDERS HELD IN STORE FOR COLLECTION?

You will have up to 14 days to collect your order. We will send you a reminder by email after 2 days.

If you haven’t collected your order after 5 days it will be sent to our Returns Department

RETURNS

RETURN POLICY?

You have 2 days to notify us if you wish to return your order, please return your goods to us within 4 days of cancellation.

HOW LONG WILL IT TAKE TO GET MY REFUND?

The length of time it takes for your order to get back to us depends on the method of return you choose. If you’re able to return your order to a store and obtain a refund, you’ll usually see the funds in your account within 5-7 days.

.Once our Returns Centre have received your return and it’s been accepted, they’ll send you a confirmation email and process a refund within 24 hours .