Frequently Asked Questions
Find quick answers to common questions about ordering, shipping, returns, and more.
How do I place an order?
Browse our products, add items to your cart, proceed to checkout, provide your delivery address, select payment method, and confirm your order. You'll receive an email confirmation with your order details and tracking number.
Can I modify or cancel my order?
You can modify or cancel your order within 1 hour of placing it. Contact customer service via the contact page. Once an order is processed, modifications may not be possible.
How do I track my order?
After your order ships, you'll receive a tracking number via email and SMS. Visit our Order Tracking page and enter your order number and email address to see real-time updates on your delivery status.
What if I receive the wrong item?
We sincerely apologise if you receive the wrong item. Contact us within 48 hours with photos of the item received. We'll arrange for the correct item to be sent immediately and collect the wrong item at no cost to you.
What are your delivery times?
Standard delivery typically takes 2-5 business days. Express delivery may be available for major areas. Orders placed before 2pm are often dispatched same day. Remote areas may take 5-7 business days. Configure in Admin → Settings.
How much does shipping cost?
Shipping costs vary by destination. Free shipping may apply above a threshold. Store pickup may be available. Configure in Admin → Settings.
Do you ship internationally?
Check our shipping page for current delivery areas. Sign up for our newsletter to be notified of any expansion.
What if nobody is home for delivery?
Our delivery partner will attempt delivery twice. If unsuccessful, the package will be held at the nearest collection point for 5 days. You'll receive SMS and email notifications with collection instructions.
What is your return policy?
Please review our Refund Policy page for full return eligibility, process, and timelines. Items should be unworn/unused, with tags and original packaging, and you will need proof of purchase. Contact us first on WhatsApp +233539781532 or so we can guide you through the approved return process.
Which items cannot be returned?
For hygiene reasons, we cannot accept returns on opened cosmetics, intimate apparel, earrings, or perishable goods. Custom or personalised items are also non-returnable unless defective.
Who pays for return shipping?
If you're returning due to a defect or our error, we cover return shipping. For change-of-mind returns, customers may pay return shipping. Free shipping on returns for defective items.
Can I exchange an item instead of returning it?
Yes! If you need a different size or colour, select "Exchange" when initiating your return. We'll send the replacement as soon as we receive your original item. Exchange shipping is FREE.
What payment methods do you accept?
We accept major credit and debit cards, digital wallets, and other methods. See checkout for options. All payments are processed securely.
Is it safe to use my credit card on your site?
Absolutely. We use industry-standard SSL encryption and partner with secure payment processors (Paystack, Flutterwave). We never store your full card details on our servers. All transactions are PCI-DSS compliant.
Can I pay in instalments?
Payment plans may be available for larger purchases. Select "Pay in Instalments" at checkout if available. Configure in Admin → Settings.
When will my payment be charged?
For card and mobile money payments, you're charged immediately. For Cash on Delivery, you pay when you receive your order. If an item is out of stock, we'll refund you within 24 hours.
How do refunds work?
If we don’t have the same item you purchased, a full refund will be made. We’ll notify you once we’ve received and inspected your return and whether the refund was approved. If approved, you’re refunded on your original payment method; your bank or card company may take extra time to process it. Contact us on WhatsApp +233539781532 or for any return questions.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account lets you track orders, save addresses, view purchase history, manage your wishlist, and receive exclusive offers. It only takes 30 seconds to sign up.
How do I reset my password?
Click "Forgot Password" on the login page, enter your email address, and we'll send you a reset link. The link is valid for 1 hour. If you don't receive it, check your spam folder or contact support.
Can I have multiple delivery addresses?
Yes! You can save multiple delivery addresses in your account. During checkout, simply select the address you want to use or add a new one. This is perfect for sending gifts or alternating between work and home.
How do I update my account information?
Log in to your account and go to "Account Settings". You can update your name, email, phone number, password, and saved addresses. Changes are saved instantly and you'll receive a confirmation email.
What are loyalty points and how do they work?
Earn points for every purchase. Points can be redeemed for discounts. Check your account dashboard for your balance and redemption options.
Still Have Questions?
Our customer service team is ready to help. Contact us and we'll respond within 24 hours.