DELIVERY & RETURNS
Returns
Returns can be made only through our selected return service. Any liability for goods returned by any means other than our selected return service will not be accepted by us. Although we do everything possible to ensure that your order gets to you safely, we cannot entirely rule out the prospect of a potential slip or fault. To this end, we shall offer a free return service for an order that is wrong or damaged on arrival. OURTOWN will, however, not be liable to make any free return or refund in the instance whereby a customer changes his/her mind after an order has been successfully placed and fulfilled.
Returns & Exchanges
We sincerely apologize for the inconveniences a misplaced and/or unfulfilled order might have caused you – do understand that we remain committed to serving better. Additionally, note that returns are to be made within the next 48 hours of receiving orders. To make a return, please follow the steps below:
Contact our customer support via email to indicate the item you will like to return, stating the reason therewith.
You will receive an email containing the label for the return. Kindly print and attach to the package. Our courier service will contact you to pick up. Pick up attempt will happen twice.
Returns are usually processed within 3-5 working days after we receive the package, and a refund minus the cost of return will be made if the return meets the return conditions set by us. You will receive a confirmation email once your refund has been processed and issued.
Return Conditions
1. Returns should be initiated within 48 hours of receiving the item(s). Customer support should be contacted to this effect.
2. The items to be returned must be in unused condition with the original packing intact. We do not accept returned item(s) that have been worn, damaged, washed, or altered in any way.
3. We do not accept returned items that have been sent back without a proper return request.
4. We do not cover the charge for logistics for the packages returned to us; the returns will be made at the customer’s expense except in a scenario whereby a wrong order was sent initially.
5. We do not offer a pre-pay option – refund will only be made after receiving the (returned) item(s).
6. Please be sure to double-check your returns before shipping them out to us.
7. Our return and exchange policy does not cover items such as bodysuits, lingerie, swimwear, jewelry, underwear and accessories [like earrings].
Please do note that the initial shipping fee charged on your order is non-refundable.
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Return Address
Please contact our customer support if you wish to return any item at any other (nearest) location aside the local post office.
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Shipping
***Free delivery if you shop over N80,000
Delivery days are subjected to you placing your orders before cut off times - 12PM (WAT)
Delivery is available Mondays - Saturdays (excluding public holidays)
Track your order
Get first-hand information on your delivery by simply referring to the tracking number (if provided) on your shipping confirmation email. Contact our customer support if you have any concerns.
Shipping costs, Duration and Destinations
Shipping cost is dependent on the weight of your package and your destination. Please note that different terms and conditions may apply for different shipping destinations, and that the duration of delivery starts counting from the date of shipping. Also note that your order may be delayed as a result of border restrictions.
From your location, you can ship to any of our global shipping outlets by simply selecting your preferred destination. Before confirming your payment on our checkout page, an estimated shipping cost and duration for your order will be made available for you to view.
Please contact the customer service representative if you have any other inquiry.
