Clear expectations. Thoughtful support.
Returns, Refunds & Exchanges
Please choose your items carefully. If something is wrong with your order, we are here to help you find the appropriate resolution.
Changing your mind after delivery
Our change-of-mind restriction covers personal preferences after a correctly fulfilled purchase: no longer needing the item, finding it cheaper elsewhere, choosing a different colour after receiving the colour ordered, or a gift recipient changing their preference.
Please review the product description, dimensions and available options before ordering. Ask us if you need help deciding. A problem with the product or its description is assessed separately from a change of preference.
When something is wrong
Contact us about damaged, defective, unsafe, incorrect or missing items, goods that do not match their description, or goods unsuitable for a qualifying purpose you communicated to us. We will assess the circumstances and provide the remedy required by applicable law.
Please report a concern as soon as you reasonably can. A request to contact us promptly is not a 24-hour or 48-hour cutoff and does not remove rights relating to a fault discovered later. Stop using an item if you believe it may be unsafe.
How to request help
Contact us by email or WhatsApp using the details below. The same approach applies to purchases made on our website and orders arranged directly with us.
Please contact us before sending an item back so we can confirm the appropriate return address and arrangements. This helps coordinate the return and does not give us a right to refuse a valid statutory claim.
- Share your order number or reasonable proof of purchase, such as a receipt, payment reference or WhatsApp purchase record.
- Tell us which item is affected and describe the problem, including when you noticed it.
- Include relevant photos if available. An unboxing video or original packaging is not an absolute requirement for reviewing a genuine issue.
- Keep the item and relevant accessories available for reasonable inspection. Share only the information needed to identify the purchase; never send passwords, payment PINs or full card details.
Product condition & care
We may inspect the item and compare it with the order information to understand the issue. Please keep it safe and avoid further use that could worsen damage.
Damage caused by misuse, alteration or improper care after delivery is assessed separately from a defect present when supplied. We will consider the evidence before attributing damage to a customer; ordinary inspection or opening packaging to discover a fault does not automatically invalidate a claim.
Hygiene-sensitive & personalised items
Opened cosmetics, personal-care products, customised gift boxes and personalised items are not eligible for voluntary change-of-mind returns, refunds or exchanges. Check personalisation details carefully before confirming your order.
These restrictions do not remove applicable remedies for defective, unsafe, incorrect or misdescribed goods. Contact us if there is a problem with a hygiene-sensitive or personalised product.
Cancellation requests
Contact us as soon as possible if you need to cancel an order. Cancellation before delivery is considered separately from a change-of-mind return after delivery. If a parcel is already in transit, we will check what can be arranged and explain the next steps.
Any cancellation charge must be reasonable, explained and permitted by applicable law. We will not impose a charge where the law prohibits it. A cancellation confirmation and a payment refund are separate steps; we will explain any refund due.
Refunds, replacements & return costs
The appropriate resolution depends on the problem and your applicable rights. Where a remedy is due, this may involve a repair, replacement or refund. We will explain the proposed resolution and any return arrangements.
We will meet return-transport costs where the law requires us to do so. We will not impose a restocking penalty on a qualifying statutory return or require store credit instead of a monetary refund where a refund is legally due.
If a refund is due, we will confirm the amount, payment method and expected processing time with you. Bank or payment-provider processing may affect when the funds reach your account. We do not promise an instant refund.
Your consumer rights
This policy operates alongside applicable Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act. It does not exclude or limit rights or remedies that cannot lawfully be excluded.
Our change-of-mind restriction does not override those rights. Contact us if you would like a decision explained or reviewed; you remain free to use any complaint or legal remedy available to you.
Need help with your order?
Please include your order number or purchase details when you contact us.