FAQ

1. Can a purchased product be returned or exchanged for another?

Yes. All the products that you purchase from our website can be returned or exchanged for other products provided that they meet the conditions for return.

2. How can I return a product that I have purchased?

The process for returning a product that you have purchased is simple. All you need to do is to take the product(s) and your tax receipt to one of our local market stalls or contact us via email or directly on our website. You can check our Facebook and Instagram pages for more information on how to reach out to us concerning this

3. How do I return a product that I purchased online?

All you need to return a product that you have purchased online is to sign in to your account. When signed in, click on the “Online Orders” tab, you will see a list of all of your orders. Find the order which relates to the product you wish to return and click on ‘Return an item’ and follow the prompts.
Our team will review your request, and if approved, we will send you a “Postage ADDRESS” to return it too. If you are eligible for a refund, it will be processed to the card used to make the initial purchase or visit our market stalls.
If your request is not approved, we will notify you via your email address.

4. How long will it take to receive my money back after a refund approval?

Generally, it takes up to three to five business for a refund to be credited to your account, depending on the type of credit card used to initiate the purchase.

5. How do I return a product if I no longer have access to the receipt?

You can return a purchased product even if you no longer have your receipt. If the transaction was done online, then you can access a history of your transactions under the “Online Order” tab.
On the other hand, if you purchased the product with a credit or debit card, then you can use your bank statement as “proof of purchase”.
If you request a product return because it was damaged, faulty, not doing what it is supposed to do, different from its description/sample, and you have requested a refund, your original delivery fee will be reimbursed.

6. What are the conditions for a change of mind return?

If you’re returning a product because you have changed your mind about it, then it must be returned within thirty days of purchase, unused in its original packaging and a re-saleable condition.
No refunds or replacements will be issued for any product that does not meet the full conditions required for return approval.

7. What do I do if my order is incomplete or missing an item?

We are sorry if you had an incomplete order, but these might be due to a glitch in the system or the unavailability of the product.

If your order is missing an item because of a glitch in our system, a replacement will be sent to you, kindly reach out to us within 14 days

For Online Orders    

•   Log in to your account.
•   Click on the ‘Online Orders’ tab, here you will see a list of all of your orders.
•   Find the order which relates to the missing product.
•   Select the missing product by clicking on the box on the left.
•   In the drop-down menu, select the option ‘Missing Product’.
•   If you would like to leave a comment, enter it into the box.

·   You then have the option to choose either a ‘Refund’ or ‘Replacement’.

8. What do I do if I receive a faulty, incorrect or damaged order?

If you have received a faulty, damaged or incorrect order, then we’re genuinely sorry about that. All you need to do is log in to your account and choose the “replacement” or “refund” option.