FAQs

WE ARE UNABLE TO ACCEPT RETURNS OR EXCHANGES EXCEPT THE PRODUCT IS DEFECTIVE.

FOR MORE INFORMATION, PLEASE VISIT OUR REFUND POLICY PAGE.

ORDER MODIFICATIONS CAN ONLY BE MADE WITHIN 24 HOURS OF PURCHASE. IF YOU NEED TO MAKE A CHANGE, PLEASE CONTACT US IMMEDIATELY VIA EMAIL OR ON WHATSAPP WITH YOUR ORDER NUMBER AND THE DETAILS OF THE AMENDMENT REQUIRED. AFTER THIS WINDOW, YOUR ORDER WILL HAVE ENTERED PROCESSING AND WE WILL BE UNABLE TO MAKE ANY CHANGES.

OUR CONTACT DETAILS CAN BE FOUND ON OUR CONTACT INFORMATION PAGE.

EACH PRODUCT HAS ITS OWN UNIQUE SIZE CHART TO REFLECT THIS. FOR THE MOST ACCURATE FIT, WE RECOMMEND CONSULTING THE SIZE CHART SPECIFIC TO THE ITEM YOU ARE INTERESTED IN — YOU CAN FIND IT DIRECTLY ON EACH PRODUCT PAGE.

ONCE YOUR ORDER HAS BEEN DISPATCHED, YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL ALONG WITH YOUR TRACKING NUMBER WHERE APPLICABLE. IT IS YOUR RESPONSIBILITY TO MONITOR THE PROGRESS OF YOUR PACKAGE.

FOR LAGOS DELIVERIES, YOUR ORDER WILL BE DELIVERED THE SAME DAY YOUR SHIPPING CONFIRMATION EMAIL IS RECEIVED. ORDERS SHIPPED WITHIN LAGOS ARE FULFILLED VIA LOCAL DISPATCH AND WILL NOT INCLUDE A TRACKING NUMBER. UPON ARRIVAL, OUR RIDER WILL ATTEMPT TO REACH YOU ON THE CONTACT NUMBER PROVIDED AT CHECKOUT. PLEASE BE ADVISED THAT ONLY THREE (3) CONTACT ATTEMPTS WILL BE MADE — IF UNSUCCESSFUL, THE ORDER WILL BE RETURNED TO OUR FACILITY. ANY REDELIVERY COSTS INCURRED WILL BE THE SOLE RESPONSIBILITY OF THE CUSTOMER.

IF YOU HAVE NOT RECEIVED YOUR PACKAGE AFTER THE STATED PERIOD, KINDLY CONTACT US. NOTE THAT DELIVERY TIMES MAY BE EXCEEDED IF YOUR ORDER CONTAINS A PRE-ORDER ITEM.

FOR FURTHER DETAILS, PLEASE REFER TO OUR SHIPPING POLICY AND RETURN/REFUND POLICY.

SHIPPING IS CALCULATED BASED ON YOUR LOCATION AND THE ITEMS IN YOUR ORDER. YOU WILL ALWAYS KNOW THE SHIPPING PRICE BEFORE YOU PURCHASE.

IN THE UNLIKELY EVENT THAT THE SHIPPING COST AT THE TIME OF DISPATCH EXCEEDS THE AMOUNT COLLECTED AT CHECKOUT, ZAYNE WILL COVER THE EXTRA COST. YOU WILL NOT BE CONTACTED OR ASKED TO PAY ANY ADDITIONAL SHIPPING FEES UNDER SUCH CIRCUMSTANCE.

HOWEVER, PLEASE BE ADVISED THAT AN ADDITIONAL SHIPPING FEE MAY BE APPLICABLE IN THE FOLLOWING CIRCUMSTANCES:

— YOUR ORDER WAS MARKED AS UNDELIVERABLE BY THE COURIER DUE TO AN INCORRECT OR INCOMPLETE DELIVERY ADDRESS PROVIDED AT CHECKOUT.

— THE COURIER WAS UNABLE TO REACH YOU AT THE TIME OF THE DELIVERY ATTEMPT, AND THE PACKAGE WAS SUBSEQUENTLY RETURNED TO OUR FACILITY.

IN EITHER OF THE ABOVE SITUATIONS, ANY COSTS ASSOCIATED WITH REDELIVERY OR RETURN SHIPPING WILL BE THE SOLE RESPONSIBILITY OF THE CUSTOMER. WE STRONGLY ENCOURAGE YOU TO ENSURE THAT YOUR DELIVERY ADDRESS IS ACCURATE AND COMPLETE AT THE TIME OF CHECKOUT, AND THAT YOU REMAIN REACHABLE ON THE CONTACT NUMBER PROVIDED.

IF YOU HAVE ANY CONCERNS REGARDING YOUR DELIVERY, PLEASE DO NOT HESITATE TO CONTACT US VIA OUR CONTACT INFORMATION PAGE.

IN THE EVENT THAT YOUR ORDER IS REPORTED LOST IN TRANSIT, WE ASK THAT YOU CONTACT US PROMPTLY WITH YOUR ORDER NUMBER AND ANY RELEVANT TRACKING INFORMATION. UPON RECEIPT OF YOUR REPORT, WE WILL CONDUCT A THOROUGH REVIEW OF THE SITUATION AND COMMUNICATE THE APPROPRIATE NEXT STEPS TO YOU IN A TIMELY MANNER. PLEASE ENSURE THAT YOU HAVE MONITORED YOUR TRACKING INFORMATION AND ALLOWED THE FULL ESTIMATED DELIVERY WINDOW TO ELAPSE BEFORE REPORTING AN ORDER AS LOST.

OUR CONTACT DETAILS CAN BE FOUND ON OUR CONTACT INFORMATION PAGE.

IN THE EVENT THAT YOUR ORDER CONTAINS BOTH AN IN-STOCK ITEM AND A PRE-ORDER ITEM, PLEASE BE ADVISED THAT THE ENTIRE ORDER WILL BE HELD AND DISPATCHED AS A SINGLE SHIPMENT ONCE THE PRE-ORDER ITEM BECOMES AVAILABLE. WE ARE UNABLE TO SPLIT SHIPMENTS IN THIS INSTANCE. IF YOU REQUIRE THE IN-STOCK ITEM SOONER, WE RECOMMEND PLACING SEPARATE ORDERS FOR EACH ITEM.

PLEASE NOTE THAT ONCE AN ORDER HAS BEEN DISPATCHED, THE DELIVERY PROCESS IS MANAGED ENTIRELY BY THE COURIER SERVICE. WE ARE NOT RESPONSIBLE FOR DELAYS CAUSED BY THE COURIER COMPANY, INCLUDING ROUTE DECISIONS, OPERATIONAL DELAYS, OR UNFORESEEN CIRCUMSTANCES BEYOND OUR CONTROL.

IF YOU BELIEVE YOUR DELIVERY IS TAKING LONGER THAN EXPECTED, WE KINDLY ASK THAT YOU REACH OUT DIRECTLY TO THE COURIER SERVICE USING THE TRACKING NUMBER PROVIDED IN YOUR SHIPPING CONFIRMATION EMAIL. FOR FURTHER ASSISTANCE, YOU ARE ALSO WELCOME TO CONTACT US VIA OUR CONTACT INFORMATION PAGE.

IF YOUR DELIVERY ADDRESS IS AN APARTMENT, PLEASE ENSURE THAT YOUR APARTMENT NUMBER IS INCLUDED IN YOUR SHIPPING DETAILS AT CHECKOUT. PLEASE BE AWARE THAT INCLUDING YOUR APARTMENT NUMBER DOES NOT GUARANTEE THAT YOUR PACKAGE WILL BE DELIVERED DIRECTLY TO YOUR APARTMENT DOOR — THIS IS ENTIRELY AT THE DISCRETION OF THE DELIVERY DRIVER.

IN CIRCUMSTANCES WHERE THE PACKAGE IS NOT DELIVERED TO YOUR APARTMENT DOOR, IT WILL TYPICALLY HAVE BEEN DEPOSITED AT YOUR BUILDING'S LEASING OFFICE OR MAIL ROOM. WE STRONGLY RECOMMEND TRACKING YOUR PACKAGE VIA THE COURIER COMPANY'S WEBSITE TO CONFIRM THE EXACT DROP-OFF LOCATION.

ONCE AN ORDER HAS BEEN MARKED AS DELIVERED BY THE COURIER COMPANY, ZAYNE ASSUMES NO FURTHER RESPONSIBILITY FOR THE PACKAGE. WE ARE NOT LIABLE FOR ANY LOSS, THEFT, OR MISSING ITEMS THAT OCCUR AFTER THE DELIVERY STATUS HAS BEEN UPDATED TO DELIVERED. WE STRONGLY ADVISE THAT YOU RETRIEVE YOUR PACKAGE PROMPTLY UPON RECEIVING YOUR DELIVERY NOTIFICATION AND ENSURE THAT YOUR DELIVERY ADDRESS IS SECURE.

UPON INITIATING A COMPLAINT, WE WILL PROMPTLY REVIEW YOUR REQUEST AND PROVIDE DETAILS FOR THE RETURN OF THE DEFECTIVE ITEM. PLEASE NOTE THAT THE DEFECTIVE ITEM MUST BE RECEIVED BY US BEFORE A REPLACEMENT PRODUCT CAN BE SHIPPED.

DETAILS ON HOW THE DEFECTIVE ITEM SHOULD BE RETURNED WILL BE COMMUNICATED BEFORE THE REPLACEMENT IS PROCESSED.

ONCE YOUR ORDER HAS BEEN PLACED AND PICKUP IS SELECTED, PLEASE ALLOW UP TO 5 BUSINESS DAYS FOR YOUR ORDER TO BE PREPARED AND MADE READY FOR COLLECTION. PLEASE NOTE THAT PREPARATION TIMES MAY VARY — IN SOME INSTANCES, YOUR ORDER MAY BE READY IN FEWER THAN 5 BUSINESS DAYS. IN OTHERS, PREPARATION MAY EXTEND BEYOND 5 BUSINESS DAYS DEPENDING ON ORDER VOLUME OR ITEM AVAILABILITY. WE APPRECIATE YOUR PATIENCE AND WILL NOTIFY YOU AS SOON AS YOUR ORDER IS READY FOR COLLECTION.

WHEN YOUR ORDER IS READY FOR PICKUP, YOU WILL BE NOTIFIED VIA TWO CHANNELS: A PICKUP READY EMAIL WILL BE SENT TO THE EMAIL ADDRESS PROVIDED AT CHECKOUT, AND A WHATSAPP MESSAGE WILL BE SENT TO YOUR REGISTERED CONTACT NUMBER. BOTH NOTIFICATIONS WILL CONTAIN THE DESIGNATED COLLECTION LOCATION WHERE YOU WILL MEET TO RECEIVE YOUR ORDER.

PLEASE ENSURE THAT YOUR CONTACT DETAILS ARE ACCURATE AT THE TIME OF CHECKOUT TO AVOID ANY DELAYS IN RECEIVING YOUR PICKUP NOTIFICATION. WE RECOMMEND THAT YOU DO NOT ATTEMPT TO COLLECT YOUR ORDER BEFORE RECEIVING EITHER OF THESE NOTIFICATIONS, AS YOUR ORDER MAY NOT YET BE AVAILABLE.

IF YOU HAVE ANY QUESTIONS REGARDING YOUR PICKUP, PLEASE DO NOT HESITATE TO REACH OUT TO US VIA OUR CONTACT INFORMATION PAGE.

PLEASE BE AWARE THAT WE DO NOT HAVE DIRECT CONTROL OVER SHIPPING COSTS CHARGED BY COURIER COMPANIES. AT THE TIME OF DISPATCH, WE SELECT THE SHIPPING OPTION THAT FALLS WITHIN THE AMOUNT COLLECTED FROM YOU AT CHECKOUT.

IN THE EVENT THAT THE ACTUAL SHIPPING COST AT THE POINT OF DISPATCH IS LOWER THAN THE AMOUNT CHARGED AT CHECKOUT, WE WILL UTILISE THE DIFFERENCE TO PURCHASE AN INSURANCE OPTION FOR YOUR SHIPMENT WHERE AVAILABLE. THIS IS OUR WAY OF ENSURING THAT YOUR ORDER IS AFFORDED AN ADDITIONAL LAYER OF PROTECTION DURING TRANSIT AT NO EXTRA COST TO YOU.

PLEASE NOTE THAT INSURANCE COVERAGE IS SUBJECT TO AVAILABILITY AND THE OPTIONS OFFERED BY THE COURIER SERVICE AT THE TIME OF SHIPPING. FOR FURTHER ENQUIRIES REGARDING INSURANCE ON YOUR ORDER, PLEASE CONTACT US VIA OUR CONTACT INFORMATION PAGE.

INTERNATIONAL ORDERS ARE TYPICALLY DISPATCHED FROM NIGERIA USING UPS OR ANY OTHER COURIER THAT PROVIDES SHIPPING SERVICES WITHIN THE AMOUNT CHARGED. THE COURIER SELECTED WILL DEPEND ON AVAILABILITY, DESTINATION, AND THE MOST SUITABLE OPTION AT THE TIME OF DISPATCH.

PLEASE BE AWARE THAT AS YOUR ORDER TRANSITIONS FROM NIGERIA TO ITS FINAL DESTINATION COUNTRY, IT MAY BE TRANSFERRED TO A LOCAL DELIVERY AGENCY IN ACCORDANCE WITH THE COURIER'S OPERATIONAL PROCEDURES OR APPLICABLE COUNTRY REGULATIONS. IN SUCH INSTANCES, YOU ARE MOST LIKELY TO BE NOTIFIED OF THIS TRANSFER BY EITHER THE ORIGINAL COURIER, THE RECEIVING AGENCY, OR BOTH. ADDITIONALLY, OUR TEAM WILL BE ACTIVELY MONITORING YOUR TRACKING UPDATES AND WILL SEND YOU AN EMAIL NOTIFYING YOU OF ANY SUCH CHANGES, INCLUDING YOUR NEW TRACKING NUMBER WHERE APPLICABLE.

BELOW ARE SOME EXAMPLES OF LOCAL AGENCIES THAT MAY HANDLE FINAL-MILE DELIVERY IN SPECIFIC DESTINATIONS:

UNITED STATES — WHEN YOUR ORDER ARRIVES IN THE UNITED STATES, IT MAY BE HANDED OVER TO USPS (UNITED STATES POSTAL SERVICE) FOR FINAL DELIVERY WITHIN YOUR STATE.

CANADA — WHEN YOUR ORDER ARRIVES IN CANADA, IT MAY BE TRANSFERRED TO CANADA POST FOR FINAL DELIVERY WITHIN YOUR PROVINCE.

UNITED KINGDOM — WHEN YOUR ORDER ARRIVES IN THE UNITED KINGDOM, IT MAY BE HANDED OVER TO ROYAL MAIL FOR FINAL DELIVERY TO YOUR ADDRESS.

PLEASE NOTE THAT THE ABOVE ARE COMMON EXAMPLES AND ARE NOT EXHAUSTIVE. THE FINAL-MILE CARRIER USED WILL ULTIMATELY BE AT THE DISCRETION OF THE ORIGINAL COURIER AND THE REGULATIONS OF THE DESTINATION COUNTRY. REGARDLESS OF THE CARRIER INVOLVED, WE WILL KEEP YOU INFORMED OF ANY SIGNIFICANT UPDATES TO YOUR SHIPMENT.

ALL PRE-ORDER ITEMS ARE PRODUCED SPECIALLY PER ORDER. PRODUCTION TAKES APPROXIMATELY 2–3 WEEKS, FOLLOWED BY DELIVERY WITHIN 1–2 WEEKS AFTER PRODUCTION IS COMPLETE — BRINGING YOUR TOTAL ESTIMATED DELIVERY TO 3–5 WEEKS FROM THE DATE YOUR ORDER IS PLACED. DELIVERY TIMELINES MAY VARY DEPENDING ON THE DESTINATION SELECTED AT CHECKOUT.

ONCE AN ORDER ENTERS PRODUCTION, MODIFICATIONS OR CANCELLATIONS WILL NOT BE POSSIBLE.

YOU WILL RECEIVE UPDATES THROUGHOUT THE PROCESS, INCLUDING ORDER CONFIRMATION, PRODUCTION STATUS UPDATES, AND SHIPPING CONFIRMATION ONCE YOUR ORDER HAS BEEN DISPATCHED. IN THE EVENT OF ANY UNEXPECTED DELAYS, YOU WILL BE NOTIFIED IMMEDIATELY VIA EMAIL WITH UPDATED TIMELINES.

DEPENDING ON THE SCENARIO, THE AMOUNT ISSUED AS STORE CREDIT DIFFERS

— ORDER MARKED UNDELIVERABLE BY COURIER: IF YOUR PACKAGE IS RETURNED TO OUR FACILITY AND YOU DO NOT WISH TO PAY THE RESHIPPING FEE, YOUR STORE CREDIT WILL REFLECT THE AMOUNT REMAINING AFTER THE COSTS INCURRED IN SHIPPING THE ORDER BACK TO OUR FACILITY HAVE BEEN DEDUCTED.

— ORDER CANCELLED WITHIN 24 HOURS OF PAYMENT: A STORE CREDIT EQUAL TO THE FULL AMOUNT PAID WILL BE ISSUED, EXCLUDING ANY CHARGES APPLIED BY OUR PAYMENT PROVIDER.

— DAMAGED OR WRONG ITEM DELIVERED: ONCE THE ITEM HAS BEEN RETURNED TO OUR FACILITY AND YOU HAVE OPTED FOR A STORE CREDIT INSTEAD OF A REPLACEMENT, YOU WILL BE ISSUED A CREDIT EQUAL TO THE COST OF THE PRODUCT PLUS THE ORIGINAL SHIPPING FEE PAID.

NOTE THAT THE AMOUNT ISSUED AS STORE CREDIT WILL NEVER REFLECT THE CHARGES ADDED BY OUR PAYMENT PROVIDER OR YOUR BANK

FOR ORDERS WITHIN NIGERIA BUT OUTSIDE LAGOS, HOME DELIVERY AVAILABILITY IS DETERMINED BY THE EXACT DELIVERY ADDRESS PROVIDED, NOT THE STATE ALONE. COVERAGE DECISIONS ARE MADE ENTIRELY BY OUR COURIER PARTNERS AND ARE BEYOND OUR CONTROL. WHERE HOME DELIVERY IS UNAVAILABLE, YOUR ORDER MAY BE REDIRECTED TO THE NEAREST SHPPING OFFICE TO YOUR ADDRESS FOR COLLECTION.

IF THE ADDRESS PROVIDED IS NOT ELIGIBLE FOR HOME DELIVERY, WE WILL CONTACT YOU VIA WHATSAPP OR EMAIL BEFORE DISPATCHING YOUR ORDER TO INFORM YOU. THERE IS AN OPTION OF SETTING THE SHIPMENT TO PICKUP AT THE NEAREST SHIPPING OFFICE TO YOUR ADDRESS OR CHANGING THE DELIVERY ADDRESS. PLEASE NOTE THAT THIS VERIFICATION PROCESS MAY RESULT IN A SLIGHT DELAY TO YOUR DELIVERY TIMELINE.

IF PICKUP IS NOT CONVENIENT, YOU MAY PROVIDE AN ALTERNATIVE DELIVERY ADDRESS. WE WILL VERIFY WITH OUR COURIER PARTNERS WHETHER THE NEW ADDRESS QUALIFIES FOR HOME DELIVERY BEFORE PROCEEDING.

IF YOU DO NOT WISH TO PROCEED WITH ANY OF THE AVAILABLE DELIVERY OPTIONS, A STORE CREDIT WILL BE ISSUED FOR THE VALUE OF YOUR ORDER INCLUDING THE SHIPPING FEE PAID. PLEASE NOTE THAT TRANSACTION FEES, PROCESSING CHARGES, CURRENCY CONVERSION FEES, OR OTHER DEDUCTIONS IMPOSED BY OUR PAYMENT PROVIDER ARE NON-REFUNDABLE AND WILL NOT BE INCLUDED IN THE STORE CREDIT.

WE DELIVER ITEMS EXACTLY AS ORDERED. WE ARE NOT RESPONSIBLE FOR INCORRECT SIZES SELECTED BY THE CUSTOMER AND DO NOT ACCEPT RETURNS OR EXCHANGES FOR THIS REASON.

PLEASE INSPECT YOUR ORDER UPON DELIVERY. IF AN ITEM IS DEFECTIVE OR THE PACKAGE CONTAINS A WRONG ITEM, DO NOT HAND IT BACK TO THE DELIVERY DRIVER — CONTACT US WITH CLEAR IMAGES OF THE DEFECTIVE ITEM WITHIN 32 HOURS OF DELIVERY SO THAT WE CAN EVALUATE THE ISSUE AND MAKE IT RIGHT.

THE DEFECTIVE ITEM MUST BE SHIPPED BACK TO OUR FACILITY, RECEIVED AND ACCEPTED BEFORE A REPLACEMENT CAN BE SENT. AFTER THIS PERIOD OF 32 HOURS, WE WILL NOT ACCEPT ANY REQUEST ON THE MATTER OF A DEFECTIVE ITEM.

DEFECTS INCLUDE:

➤ STITCHING ERRORS
➤ FABRIC DAMAGE
➤ MISPRINTED OR FADED DESIGNS

RETURNED ITEMS MUST BE IN THEIR ORIGINAL CONDITION, INCLUDING:

➤ TAGS
➤ RECEIPTS
➤ ORIGINAL PACKAGING (BAGS, ETC.)