FAQ'S

 

I'M MISSING AN ITEM FROM MY ORDER. WHAT SHOULD I DO?

We’re sorry if there’s an item missing from your order. Before contacting our Customer Care team, please check the following:

  • Separate parcels: We may have shipped your items in separate packages. Check your emails to see if some items are arriving separately.
  • Out of stock: The item you ordered may have been out of stock. Please check your emails (including your junk/spam folders) to see if we've notified you about this.
  • Multiple orders: If you’ve placed multiple orders close together and they are being shipped to the same address, your orders may have been combined and split across several parcels. You can check the tracking information to see if your orders have been shipped together.

If an item is still missing, please contact us with your order number and the missing item’s name and number. We will resolve the issue as quickly as possible.

I’VE CANCELLED MY ORDER. WHEN WILL MY MONEY BE AVAILABLE AGAIN?

If you've cancelled an order through your account, we will process your refund as soon as possible. However, depending on your chosen payment method at checkout, the time it takes for the money to become available again may vary.

CAN I RETURN AN ITEM IF I SIMPLY CHANGE MY MIND?

You have 5 days from the delivery date to request a return, for any reason. Please note, you will be responsible for the return shipping costs.

The product must be returned in the same condition as received: unworn, unwashed, unmodified, and with all labels and accessories intact.

We do not offer refunds, but you can exchange the item for another product of the same value or receive a store voucher for your next purchase. This also applies if you wish to change the size or color of an item.

I RECEIVED A DAMAGED OR FAULTY PRODUCT. WHAT SHOULD I DO?

If you receive a defective item, you can easily return it.

  • If you are a registered user, log in to your account, go to "My Orders," select "Request Return," and specify the issue.
  • If you are not registered, you can still return the item by selecting "Customer Services/Return" from the menu.

Once we receive and inspect the returned item, we will process the refund request. Please note that we cannot accept items that are not in the same condition as when received. We will keep you updated by email throughout the process until the refund is confirmed.

WHEN WILL I RECEIVE MY REFUND?

Once your returned item reaches our warehouse, the Quality Control Department will conduct the necessary checks.

If the return is approved, we will send you a confirmation email. You will be able to see the refund credited to your account within a few days.

PAYMENT AND SECURITY

HOW CAN I PAY FOR MY ORDER?

We accept all major credit cards and PayStack. Payment options will be available at checkout.

IS SHOPPING ON THIS WEBSITE SAFE?

Yes, we guarantee the highest levels of security in protecting personal and payment data, using SSL/TLS certificates to ensure your information is secure.

MY PAYMENT WAS NOT ACCEPTED. WHAT SHOULD I DO?

If your payment is declined, you will need to place your order again. Unfortunately, we cannot reinstate orders after a payment failure.

Here are a few things to check:

  • Ensure your card details, including expiry date and billing address, are correct.
  • Double-check the CVV/CVC code (the three-digit number on the back of your card).
  • Your card issuer may have declined the payment, so it’s a good idea to contact your bank.

If the payment is still not accepted, try using another card. Should the issue persist, please contact your local financial institution for more assistance.

If none of these steps work, reach out to our Customer Care Team with the details, including any error messages you received, and we will help resolve the issue.

WHAT IS THE CVV/CVC CODE AND WHERE CAN I FIND IT?

The CVV (Card Verification Value) is a security code that helps protect against fraud. On Visa and MasterCard, it’s the 3-digit number found on the back of the card next to the signature space. For American Express, it’s a 4-digit code located on the front of the card.