Returns and refunds

1. At a glance

2. Changing your mind about goods

For goods that can be returned, you can cancel within 14 days of the day the goods are delivered to you (or, if they arrive in several parcels, the day the last one arrives). You do not have to give a reason.

• Tell us within the 14 days. Then send the goods back within 14 days of telling us.
• Goods must be unused and in the condition you received them, with tags and packaging. You may look at and try them as you would in a shop. If they have been handled more than that, we may reduce the refund by the loss in value.
• You pay the cost of returning goods when you change your mind. Returns from abroad come back to Lagos, which can cost more than the item; ask us first and we will tell you the cheapest way we know.
• We refund the price of the returned items. If you return the whole order, we also refund the delivery charge you paid, up to the cost of our standard delivery option.

3. Goods that cannot be returned for a change of mind

• Fresh food and perishables, including market produce, fresh leaves, meat, fish, cakes and fruit baskets, because they spoil quickly.
• Sealed hygiene items once the seal is broken: makeup, skincare, lipsticks, eyelashes, hair extensions, wigs, closures and frontals, and other items sealed for health or hygiene reasons. We send these sealed. If the seal is unbroken, they can be returned within 14 days.
• Goods made to your measurements or instructions, or clearly personalised, such as made-to-measure outfits, items printed, woven or engraved with your names or designs. See the next section for what happens if you cancel before they are finished.
• Goods mixed with other items after delivery so that they cannot be separated.

4. Made-to-measure and personalised goods

• Before work starts (cutting, weaving, printing or buying materials made for you), you can cancel for a full refund.
• After work starts, you can still cancel. We keep a reasonable charge for the work done and the materials bought for your order, and refund the rest. We tell you the amount and how we worked it out.
• If the finished item does not match what we agreed (the measurements, design, colours or names in your approved quote or proof), we alter it, remake it or refund you. Please tell us as soon as you can after delivery, with photos.
• If the fit is wrong because the measurements given were wrong, we will offer an alteration or a remake at a price we agree with you first.

5. Services in Nigeria

• You can cancel a booked service for a full refund before the provider has started work or spent money on your booking.
• After that, we refund what has not been spent or done, less a reasonable charge. The charge depends on how much notice you give, the costs already incurred, and whether the provider can rebook the time. For services booked for a fixed date (events, gele tying, makeup, catering, airport pickup), your quote tells you the charge for late cancellation.
• We do not charge a cancellation fee if you cannot go ahead because the person the booking was for has died or is in hospital.
• If a service is late, is not carried out, or is not done to a reasonable standard, tell us as soon as you can. We will have it put right, or refund a fair part of the price, depending on what went wrong.

6. Faulty, damaged or wrong goods

If an item arrives damaged, spoiled, faulty, not as described, or is not what you ordered, tell us as soon as you can with your order number and photos. For fresh food, please tell us on the day of delivery or the next day, so we can check what happened. For other goods you can tell us within three months of delivery, and the law where you live may give you longer.

• We repair, replace or refund the item, as suits the problem and your wishes.
• We pay for any return we ask you to make, and we may ask you to keep or dispose of food rather than return it.
• These rights apply whatever kind of item it is, including food, opened items and made-to-measure goods.

7. How to ask for a return or refund

1. contact us through our Contact page with your order number, the items, the reason, and photos if anything is damaged or wrong.
2. We reply, usually within two working days, with what happens next and, if you are returning goods, the address to send them to.
3. Pack returned goods safely and keep proof of posting until your refund arrives.

8. Refunds: how and when

• Refunds go back to the payment method you used, through Paystack. We do not charge a fee for refunding you.
• For returned goods, we refund within 14 days of receiving them back, or of your proof that you sent them, whichever is earlier. If we refund without needing the goods back, we refund within 14 days of agreeing the refund.
• For items we could not supply, weight differences and items we leave out, we refund at the latest when the order is dispatched.
• Your bank or card issuer may take a few more working days to show the money, and a card issued abroad shows it in your own currency at your bank's rate.

9. Your legal rights

This policy does not take away any right you have under the law. In Nigeria that includes your rights under the Federal Competition and Consumer Protection Act 2018. If you live elsewhere, you also keep the consumer rights of the country where you live. See our terms of sale and use for the rest of the rules that apply to your order.