FAQs

We compiled some frequently asked questions for you in order to give you more insight into how we intend to cater for you.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

Every order is being dispatched once payment confirmation is validated. Note that if you place an order during a working day, your order gets dispatched to you unfailingly the following working day. If you placed an order on a weekend, your order will be dispatched unfailingly on the next working day.

Based on our dispatch track record, orders placed within Lagos are delivered within 3 to 5 working days and orders outside Lagos are delivered within 3 to 7 working days, International deliveries within 7 to 15 working days depending on your location.

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

We have had cases of customers who place order and are no longer interested in the order. This is not something we condemn. You are very safe with us should you ever want to cancel an order – although we hope you wouldn’t. As long as the order being placed is yet to be processed for dispatch, we do a refund within 24 to 72hours.

However, items bought during sales, pre-orders and stockpiled products are not eligible for a refund.

WHAT HAPPENS IF I RECEIVE A WRONG ITEM?

We sincerely apologize if this ever happens to you. Should you receive the wrong item, kindly contact us immediately as our customer care will be available to help you rectify the error.,

HOW DO I TRACK THE STATUS OF MY ORDER?

Immediately your order gets dispatched, we will send you an email/SMS that contains the details of your order with a tracking number for tracking down the time your beloved products arrive at your doorstep.

WHERE DO WE SHIP TO AND COST?

We deliver worldwide. Cost of shipping is calculated at checkout. Cost may vary depending on the weight of shipments and location of delivery.

We are known to primarily use door to door courier services and shipping.

Kindly note that if the weight of your order exceeds 2kg, we will notify you of the shipping fee.

Delivery estimate

LOCATION	Expected Arrival
Lagos	3-5 Working Days
Other parts of Nigeria	7-10 Working Days
Outside Nigeria	10-15 Working Days

WHAT SHOULD I DO IF MY ORDER HAS EXCEEDED THE ALLOCATED DELIVERY TIMEFRAME AND I’M YET TO GET MY ORDER?

Should this ever happen, we sincerely regret it as it is not our intention to cause you such inconvenience. While monitoring your order through the tracking number sent to you, please pay attention to the status from time to time as the status is supposed to change progressively. If the status does not change at all, please reach out to us immediately so our customer care can help you rectify the error.

CAN I STOCKPILE?

Yes, you can. Kindly reach out to us immediately you place your order so we can validate your stockpile request.

Customer Help

HOW DO I CREATE AN ACCOUNT?

By creating an account with us, it means you have read and agreed to our terms and conditions. If you have not, please do. To create an account, kindly click on the Menu icon at the top left corner of this page. Click on My Account and follow the prompt.

HOW DO I CHANGE MY SHIPPING ADDRESS?

Shipping address can only be changed before your order is being dispatched. We implore you to kindly double-check the address before confirming order.

WHAT HAPPENS IF MY ORDER ARRIVED DAMAGED?

This is not your battle to fight and we need you to understand that this is not our fault as well as damages often happens in the hands of the logistic outlet being used for dispatch, but we do take full responsibility should this ever happen. We do replacement/refund if your order gets damaged before delivery. You have the option of requesting for refund or wait till we can get a replacement to you with no delivery cost.

WILL YOU KEEP MY CREDIT CARD INFORMATION ON FILE?

We only use your data to process your order and manage your account. Your credit card information is stored in our secured cloud space. We do not sell, trade or transfer your information to outside parties.

DO YOU CHARGE SALES TAX?

When shopping with us, our customers are responsible for paying any tax fee that their orders attract. Fees like Customs Taxes, Import Taxes, Value added Taxes and so on are customers responsibility.

DO YOU SHIP TO MY COUNTRY?

Yes, we ship worldwide.

WILL MY ITEMS COME IN ONE PACKAGE?

Yes, your items will come in a single well packaged parcel.

WHAT HAPPENS IF I RECEIVE THE WRONG ITEM?

In a situation like this, we advise that you notify us immediately the wrong item is received as our customer care will gladly handle the situation accordingly.

WHERE SHOULD I MAIL MY AUTHORIZED RETURN?

For authorized return, please contact our customer care on: +2347012571577 or email: wepremiumng@gmail.com

HOW DO I RECEIVE CUSTOMER SUPPORT?

You can receive customer support by using our contact information:

Mobile: +2347012571577

Email: wepremiumng@gmail.com

CAN I CHANGE OR CANCEL AN ORDER AFTER I’VE SUBMITTED IT?

To change or cancel an order please reach out to our customer care immediately to effect the necessary change. However, please be informed that some orders cannot be changed or canceled if they are already dispatched before you reach out to our customer care.

CAN I PREORDER AN ITEM THAT IS SOLD OUT?

Yes you can preorder a sold out item provided you are willing to wait for the next restock.