Shipping and delivery

1. Where we deliver

Within Nigeria, we deliver to any address, through Nigerian carriers that we book for your area. Everything in your crate travels together, for one delivery charge.

Abroad, we send items that the checkout offers for your country through international couriers such as Topship, GIG Logistics and DHL. If an item cannot be sent to your country, the product page or the checkout tells you before you pay.

Food and groceries are delivered to addresses in Nigeria only at present. Food sent abroad needs export certificates and must meet the import rules of each country. If you live abroad, you can still order food for family and friends at an address in Nigeria. When we open food delivery to a country, the product pages will say so.

2. How the delivery charge is worked out

• At checkout we ask the carrier for a price for your address and the weight and size of your parcel. The delivery charge you see is based on that price and includes our cost of booking it. It is shown before you pay, and it is the amount you are charged.
• A delivery price is held for a limited time. If it expires before you pay, the checkout fetches a new one and shows it to you.
• For quotes, the delivery charge is part of the quote.
• Import duty, VAT and carrier handling fees in your country are not part of the delivery charge unless the checkout says they are prepaid (see below).

3. When your order arrives

All times here are estimates, not guarantees. Market days, public holidays, weather, carrier delays and customs checks can add time.

• Getting your order ready. Market items are bought after you pay, then weighed and packed in Lagos, usually within a few working days. Made-to-measure and personalised goods take the time stated in your quote.
• Within Nigeria. The checkout shows the carrier's estimated delivery time for your address.
• Abroad. After dispatch, express courier services usually take about 3 to 7 working days, and standard or economy services about 7 to 18 working days, depending on the country and the service you choose. Customs clearance can add more.

4. Duties and taxes outside Nigeria

When a parcel arrives in another country, that country may charge import duty, VAT, GST or sales tax, and the carrier usually adds a fee for paying them on your behalf. You pay these charges, unless the checkout says that duties and taxes are prepaid. The carrier asks you for them before or on delivery. A parcel whose charges are not paid may be returned or destroyed by the carrier.

The rules change often. As a guide, at the time of writing:

• United Kingdom: on orders worth GBP 135 or less, UK VAT is charged at checkout and shown in your total. On orders worth more, the carrier collects import VAT and any duty from you.
• European Union: VAT is due on every parcel, and parcels worth EUR 150 or less now also pay a flat customs duty of EUR 3 for each type of item. Unless the checkout shows VAT as included, the carrier collects these from you.
• United States: there is no longer a duty-free allowance for low-value parcels, and most goods made in Nigeria carry an extra duty on top of the normal rate. The carrier collects duty and its fee from you.
• Canada: parcels from Nigeria worth more than CAD 20 may be charged duty and GST or HST, collected by the carrier.
• Everywhere else: your local customs rules apply. Please check them before you order.

5. Food and other restricted goods

Many countries restrict food and some other goods from Nigeria, for example:

• Dried beans from Nigeria cannot currently enter the United Kingdom or the European Union.
• Meat, milk and products made from them generally cannot be sent to the UK or the EU, and meat cannot be sent to Canada by post or courier.
• Egusi (melon seeds), sesame, dried fish, crayfish and honey face extra checks or need certificates in several countries.
• Food parcels to the United States must be notified to the US Food and Drug Administration before they arrive, and some Nigerian foods are stopped at the border.
• Some beauty products have their own rules abroad, so we offer them only where we can send them.

If an order includes an item that we cannot lawfully send to your country, we cancel that item and refund it in full. Please do not ask us to describe goods on a customs form as anything other than what they are.

6. Tracking your order

Every order has a tracking page. Open Track an order and enter the order number from your receipt with the email you paid with, or open the order in your account. You will see each step: paid, being bought or made, packed, with the carrier, on the way and delivered. Once your parcel is with the carrier, we also show the carrier's tracking number.

7. Addresses and failed deliveries

• Please give a complete address and a phone number the carrier can reach, and make sure someone can receive the parcel. For gifts, give the recipient's number.
• If the carrier cannot deliver, it will usually try to contact the recipient and try again. If it still cannot deliver, we contact you to arrange redelivery or collection. A redelivery may cost extra; we tell you the cost first.
• If a parcel comes back to us because the address was wrong, nobody could receive it, or the import charges were not paid, we refund the price of the goods less the original delivery charge and what the carrier charges us to return it. Fresh food that cannot be delivered for these reasons cannot be resold, so it is not refunded.
• If a delivery fails because of our mistake or the carrier's, we deliver again at no cost or refund you in full.

8. Lost or damaged parcels

Your order is our responsibility until it is delivered. If it is lost, arrives damaged, or tracking has not moved for longer than the estimate, contact us through our Contact page with your order number. We will check with the carrier and then send a replacement or refund you. Our returns and refunds policy explains faulty and damaged goods in full.