FAQs
Frequently Asked Questions
Here’s a guide to most of your frequently asked questions.
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Where are you located?Lagos, Nigeria
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What are your Business Hours?Monday to Friday - 10:00am - 5:00pm
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Who should I contact for enquiries?Send an email to hello@craftsupplyhq.com
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How do I place an order?
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How can I change/cancel my order?Orders cannot be changed or canceled once payment is made through the website. However, if your order has not been processed within 24 hours of placing it, you may request changes by contacting our customer service via email or phone.
Please note: Once an item is shipped or dispatched, it can no longer be canceled or changed. -
How long does it take to process an order before it is dispatched?It takes a minimum of 2 (two) business days after payment is confirmed.
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Can I order today and get it the same day?We do not offer same day delivery or pick up service.
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Do you accept cash on delivery?No, we do not.
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Do you have a pick up location?We have a pick-up location in Ejigbo, Lagos (subject to availability/change).
As an online store based in Lagos, Nigeria, please note that you have a maximum of 30 days to pick up your order.
It's essential to understand that we will not be held responsible for any damages or missing packages if you fail to collect your order from the designated address within the specified timeline.
Demurrage Fee: For every day your item remains in our store after the 30-day grace period, a daily storage fee will be applied. Items will not be released until the accumulated fee is fully paid.
Discard Policy: Any items not picked up within three months of the purchase date will be discarded. -
Do you deliver to other states in Nigeria?Yes, we do.
All shipments are dispatched via our logistics partners - ABC Cargo Express, DHL Nigeria and GIG Logistics.
Delivery takes 3 - 7 Business Days. We deliver to all* locations across the 36 states in Nigeria. -
Do you offer doorstep deliveries outside Lagos, Nigeria?We offer doorstep delivery across most of the 36 states in Nigeria. GIG logistics and sometimes ABC Cargo Express help to bring our products to your doorstep in some states, while other parcels are sent to receiving stations for collection. On the other hand, DHL Nigeria brings our products to every doorstep within and outside Nigeria.
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Do you ship internationally?CraftSupplyShop now offers international deliveries in partnership with DHL Nigeria. We provide doorstep delivery to all locations covered by DHL worldwide.
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Can I return an item?We accept exchanges*on some, not all products. Exchanges are done within 24 business hours of placing your order. See Returns/Exchanges for more details. Please contact us if you have any problems with your order.
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Can I get a refund?We do not offer any kind of refunds on any of our products, however we accept exchanges*on some product categories. Where a customer insists on a refund, a 10% administrative fee applies.
For more details, please refer to our Refunds policy. Please contact us if you have any problems with your order. -
How much does it cost for Interstate deliveries?The cost is calculated based on factors like location and weight. We utilize an initial flat rate provided by our logistics partners. The shipping fee increases as the weight of the package increases. For more details, please refer to the Shipping section.
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How long does it take to get my package?
Most Lagos state locations: 2 business days
Farther* Lagos state locations: 2 - 4 business days
Outside Lagos state: 3 – 7 business days
Our Business days are weekdays only.
During Festive seasons like Valentines, Easter and especially Christmas, it takes longer for our logistics partners to deliver due to the high volume of parcels. We advise you to order ahead. We do not dispatch items on Nationally observed Public Holidays or Weekends. -
How long do I have to make payment before my order is canceled?Our website will allow you a short period of time to make payment before your session times out. This is to ensure that items are not held out for other customers who might be waiting in line to purchase them.
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Why am I billed an extra delivery fee?A) Within Lagos state, you are billed an extra fee where your order is bulky*.
Bulky orders are orders that take up most or all of the space of a standard dispatch bike’s box.
B)For Orders being dispatched outside of Lagos state and some* Lagos locations, your order weighs more than the base charge you paid for at checkout.