[STORE NAME] — Customer Information & FAQ

About [STORE NAME]

[STORE NAME] is an online store located at [WEBSITE URL]. We [SHORT DESCRIPTION, e.g. "sell premium Nigerian-made skincare and beauty products directly to customers across Nigeria and beyond, with a focus on quality, fast delivery, and excellent customer care"].

Our registered business address is: [STORE ADDRESS].

Product Categories

[REPLACE THE CATEGORIES BELOW WITH YOUR ACTUAL PRODUCT LINES. Remove any that don't apply and add your own.]

• [CATEGORY 1, e.g. Skincare]: [DESCRIPTION, e.g. "Moisturisers, serums, cleansers, toners, and sunscreens formulated for all Nigerian skin types."]
• [CATEGORY 2, e.g. Hair Care]: [DESCRIPTION, e.g. "Shampoos, conditioners, hair oils, and growth treatments suitable for natural and relaxed hair."]
• [CATEGORY 3, e.g. Body Care]: [DESCRIPTION, e.g. "Body lotions, body butters, scrubs, and deodorants for daily use."]
• [CATEGORY 4, e.g. Fragrances]: [DESCRIPTION, e.g. "Perfumes and roll-on scents for men and women, including locally inspired blends."]
• [CATEGORY 5, e.g. Gift Sets]: [DESCRIPTION, e.g. "Curated gift bundles for birthdays, anniversaries, and special occasions. Available for purchase with custom gift wrapping."]

Browse our full catalogue at [WEBSITE URL].

How to Order

Placing an order with us is simple. Follow these steps:

1. Visit [WEBSITE URL] and browse our product catalogue.
2. Select the item(s) you want and click Add to Cart.
3. When you are ready, click the cart icon and select Proceed to Checkout.
4. Enter your delivery address, name, and phone number accurately.
5. Choose your preferred payment method (see Payment Methods section below).
6. Review your order summary and click Place Order.
7. You will receive an order confirmation via email and/or SMS with your order number.
8. We will process and dispatch your order within [PROCESSING TIME, e.g. "1–2 business days"].

If you need help placing an order, contact us via WhatsApp at [SUPPORT WHATSAPP] or call [SUPPORT PHONE].

Shipping & Delivery

Domestic Shipping Rates

[UPDATE THE RATES BELOW TO MATCH YOUR CURRENT LOGISTICS PRICING. Add or remove zones as needed.]

| Delivery Zone | Estimated Fee | |----------------------------------------|---------------------| | Lagos (within Lagos State) | ₦[SHIPPING FEE LAGOS, e.g. 1,500.00] | | South-West (Ogun, Oyo, Osun, Ekiti, Ondo) | ₦[SHIPPING FEE SW, e.g. 2,500.00] | | South-South (Rivers, Delta, Bayelsa, Cross River, Akwa Ibom, Edo) | ₦[SHIPPING FEE SS, e.g. 3,000.00] | | South-East (Enugu, Anambra, Imo, Abia, Ebonyi) | ₦[SHIPPING FEE SE, e.g. 3,000.00] | | North-Central (FCT Abuja, Kogi, Benue, Niger, Kwara, Plateau, Nasarawa) | ₦[SHIPPING FEE NC, e.g. 3,500.00] | | North-West & North-East | ₦[SHIPPING FEE NORTH, e.g. 4,000.00] |

[OPTIONAL — add this line if you offer free shipping: "Free shipping on orders above ₦[MINIMUM ORDER, e.g. 25,000.00]."]

International Shipping

[REMOVE THIS SECTION IF YOU DO NOT SHIP INTERNATIONALLY.]

We ship internationally to select countries. International shipping starts at ₦[SHIPPING FEE INTL, e.g. 15,000.00] depending on destination and package weight. Contact us at [SUPPORT EMAIL] for a shipping quote before placing your order.

Delivery Timeframes

• Same city / local delivery: [DELIVERY DAYS LOCAL, e.g. "1–2 business days"] after dispatch
• Nationwide delivery: [DELIVERY DAYS DOMESTIC, e.g. "2–5 business days"] after dispatch
• International: [DELIVERY DAYS INTL, e.g. "7–14 business days"] after dispatch

Delivery times are estimates and may be affected by public holidays, adverse weather, or logistics delays outside our control.

Our Logistics Partner(s)

We work with [COURIER PARTNER, e.g. "GIG Logistics, Kwik Delivery, and DHL"] to ensure your orders arrive safely and on time.

Order Tracking

Once your order is dispatched, you will receive a tracking number via SMS or email. Use it to track your delivery at [TRACKING URL, e.g. "https://shopnaija.com.ng/track"] or directly on our courier partner's website.

Returns & Refunds

Return Policy

We want you to be completely satisfied with your purchase. If you are not happy with an item, you may return it within [RETURN WINDOW, e.g. 7] days of the delivery date, provided:

• The item is unused, unwashed, and in its original packaging with all tags intact.
• You have proof of purchase (order confirmation email or receipt).
• The item is not listed under the Non-Returnable Items section below.

How to Initiate a Return

1. Contact us at [SUPPORT EMAIL] or [SUPPORT WHATSAPP] within [RETURN WINDOW] days of receiving your order.
2. Provide your order number and the reason for the return.
3. Our team will review your request and send return instructions within 24–48 hours.
4. Pack the item securely and send it to our returns address: [STORE ADDRESS].
5. Once we receive and inspect the returned item, we will process your refund or exchange.

Refund Process

• Approved refunds are processed within [REFUND PROCESSING DAYS, e.g. 3–5 business days] of us receiving the returned item.
• Refunds are issued to the original payment method (bank account, card, or wallet).
• Shipping fees are non-refundable unless the return is due to our error (wrong item sent, damaged item).

Exchange Policy

• Exchanges are accepted within [EXCHANGE WINDOW, e.g. 14] days of the delivery date.
• Items must be in original, unused condition.
• You can exchange for a different size, colour, or product of equal or greater value (you pay the difference if applicable).
• Contact us at [SUPPORT EMAIL] or [SUPPORT WHATSAPP] to arrange an exchange.

Non-Returnable Items

[KEEP ONLY ITEMS RELEVANT TO YOUR STORE. Add or remove as appropriate.]

The following items cannot be returned or exchanged for hygiene and safety reasons:

• Opened skincare, beauty, or personal care products
• Perishable goods (food, supplements with broken seals)
• Customised or personalised items made to order
• Items marked as "Final Sale" or "Clearance" at the time of purchase
• Underwear, swimwear, and intimate apparel (for hygiene reasons)
• Digital products and downloadable content

Damaged or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

• Your order number
• A clear photo of the item and its packaging

We will arrange a free replacement or full refund at no additional cost to you.

Payment Methods

We accept the following payment methods:

Bank Transfer / Direct Deposit

Transfer payment directly to our bank account:

• Bank: [BANK NAME, e.g. "Guaranty Trust Bank (GTBank)"]
• Account Name: [ACCOUNT NAME]
• Account Number: [ACCOUNT NUMBER]

After making your transfer, send your payment proof (screenshot or receipt) and your order number to [SUPPORT WHATSAPP] or [SUPPORT EMAIL] to confirm your order.

Debit / Credit Card (Online)

We accept Visa, Mastercard, and Verve cards through our secure payment gateway on [WEBSITE URL]. Your card details are encrypted and never stored on our servers.

USSD (Bank Code)

Pay quickly using your bank's USSD shortcode (e.g. [USSD CODE, e.g. "*737#"] for GTBank) without needing internet access. Select "Transfer" or "Pay Bills" and follow the prompts.

Mobile Money & Digital Wallets

We accept payments via [MOBILE WALLETS, e.g. "OPay, PalmPay, Kuda Bank, and other major digital wallets"]. Select your preferred wallet at checkout or transfer to our account linked to [SUPPORT PHONE].

Pay on Delivery

[REMOVE THIS SECTION IF YOU DO NOT OFFER PAY ON DELIVERY.]

Pay on Delivery is available for orders within [POD LOCATIONS, e.g. "Lagos Island, Lagos Mainland, and Abuja (FCT)"]. Please note:

• A non-refundable booking fee of ₦[POD BOOKING FEE, e.g. 1,000.00] is required to confirm Pay on Delivery orders.
• The booking fee is deducted from your total at delivery.
• We reserve the right to withdraw Pay on Delivery for customers with a history of rejected deliveries.

Order Tracking

To track your order:

1. Find your tracking number in the confirmation SMS or email we sent after dispatch.
2. Visit [TRACKING URL] and enter your tracking number.
3. Alternatively, track directly on our courier's website using the same tracking number.
4. If you have an account on [WEBSITE URL], log in and go to My Orders to see your order status in real time.

If your tracking shows no movement for more than [TRACKING DELAY THRESHOLD, e.g. "3 business days"] after dispatch, contact us at [SUPPORT WHATSAPP] or [SUPPORT EMAIL] and we will investigate with our logistics partner.

Account Management

Creating an Account

1. Visit [WEBSITE URL] and click Sign Up or Create Account.
2. Enter your full name, email address, and a strong password.
3. Verify your email address by clicking the link sent to your inbox.
4. Once verified, you can log in to manage your orders, save addresses, and earn loyalty points.

Note: You can also check out as a Guest without creating an account. However, creating an account lets you track orders, save your delivery addresses, and access your order history.

Resetting Your Password

1. Click Log In on [WEBSITE URL].
2. Select Forgot Password?
3. Enter your registered email address and click Send Reset Link.
4. Check your inbox (and spam/junk folder) for a password reset email.
5. Click the link in the email and follow the prompts to create a new password.

If you do not receive the reset email within 5 minutes, contact us at [SUPPORT EMAIL].

Updating Your Profile and Delivery Address

Log in to your account and go to My Profile or Account Settings to update your:

• Name and phone number
• Email address
• Saved delivery addresses
• Password

Viewing Your Order History

Log in and navigate to My Orders to view all past and current orders, including order status, tracking information, and downloadable receipts.

Promotions & Discounts

How to Apply a Coupon Code

1. Add your items to the cart and proceed to checkout.
2. On the checkout page, locate the Coupon Code or Promo Code field.
3. Enter your code exactly as given (codes are case-sensitive), e.g. [COUPON EXAMPLE, e.g. "WELCOME10"].
4. Click Apply to see the discount reflected in your order total.
5. Complete your purchase as normal.

Note: Only one coupon code can be applied per order unless otherwise stated. Coupon codes cannot be combined with other ongoing promotions unless explicitly advertised.

First-Order Discount

New customers receive a [DISCOUNT PERCENT, e.g. 10%] discount on their first order. Use the code [COUPON EXAMPLE, e.g. "WELCOME10"] at checkout. This offer applies to full-price items only.

Loyalty / Rewards Programme

[REMOVE THIS SECTION IF YOU DO NOT RUN A REWARDS PROGRAMME.]

We reward our loyal customers through the [LOYALTY PROGRAM NAME, e.g. "NaijaPoints"] programme:

• Earn [POINTS PER NAIRA, e.g. "1 point for every ₦100.00 spent"] on qualifying purchases.
• Redeem points at checkout. [POINTS REDEMPTION RATE, e.g. "500 points = ₦500.00 discount"].
• Points are credited to your account within 24 hours of a confirmed delivery.
• Points expire [POINTS EXPIRY, e.g. "12 months"] after your last qualifying purchase.
• Log in to your account on [WEBSITE URL] to view your current points balance.

Sale Events & Flash Deals

Follow us on our social media channels and subscribe to our newsletter at [WEBSITE URL] to be the first to know about flash sales, seasonal discounts, and exclusive member-only deals.

Customer Support

Contact Us

• Phone: [SUPPORT PHONE, e.g. "+234 801 234 5678"] — Call us during support hours
• WhatsApp: [SUPPORT WHATSAPP, e.g. "+234 801 234 5678"] — Message us anytime; we respond during support hours
• Email: [SUPPORT EMAIL, e.g. "[email protected]"]
• Live Chat: [LIVE CHAT URL, e.g. "Available on the website homepage — click the chat bubble"]
• Support Hours: [SUPPORT HOURS, e.g. "Monday–Friday: 8:00 AM – 6:00 PM | Saturday: 9:00 AM – 3:00 PM | Closed on Sundays and public holidays"]

Response Times

• WhatsApp messages: Within [WHATSAPP RESPONSE TIME, e.g. "1–2 hours"] during support hours
• Email enquiries: Within [EMAIL RESPONSE TIME, e.g. "24 hours"] on business days
• Phone calls: Answered immediately during support hours; leave a voicemail if we miss your call

Common Issues We Can Help With

• Order status and tracking updates
• Payment confirmation and transfer verification
• Returns, exchanges, and refunds
• Product information and stock availability
• Account access and login issues
• Delivery address changes (before dispatch only)
• Bulk and wholesale purchase enquiries

Privacy & Data

How We Use Your Information

When you shop with us, we collect your name, contact details, delivery address, and payment reference. This information is used solely to:

• Process and deliver your orders
• Send order confirmation, dispatch, and delivery notifications
• Respond to your support enquiries
• Improve your shopping experience on [WEBSITE URL]

Data Sharing

We do not sell, rent, or share your personal information with third parties for marketing purposes. Your data is shared only with our logistics partners (to facilitate delivery) and payment processors (to process transactions), and only to the extent necessary.

Your Rights

You have the right to:

• Request a copy of the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your account and associated data
• Opt out of marketing emails at any time using the Unsubscribe link in our emails

To exercise any of these rights, contact us at [PRIVACY EMAIL, e.g. "[email protected]"].

Data Security

All transactions on [WEBSITE URL] are secured with SSL encryption (HTTPS). We do not store your full card details on our servers. Our payment gateway is PCI-DSS compliant.

Safety & Security

• All customer payments are processed through secure, encrypted channels.
• We will never ask for your full card number, PIN, or internet banking password via phone, email, or WhatsApp. If you receive such a request claiming to be from us, it is fraudulent — please report it immediately to [SUPPORT EMAIL].
• Beware of fake websites or social media accounts impersonating [STORE NAME]. Our only official website is [WEBSITE URL].
• In-room smoke detectors, fire suppression systems, and emergency exits are standard at our fulfilment centre to ensure the safety of your products during storage and dispatch.
• [OPTIONAL: "CCTV monitoring is active at our warehouse and dispatch facility."]

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Last updated: [DATE]