Shipping & Returns
Shipping Information
Delivery Options
- Standard Shipping: 3-5 business days within Lagos (₦2,500)
- Express Shipping: 1-2 business days within Lagos (₦5,000)
- Nationwide Shipping: 5-7 business days to other states in Nigeria (₦3,500-₦6,000)
- International Shipping: 7-14 business days (rates vary by destination)
Processing Times
All orders are processed within 1-2 business days. Orders placed on weekends or public holidays will be processed on the next business day.
Custom or made-to-order items may require additional processing time, which will be indicated at checkout.
Free Shipping
We offer free standard shipping on all orders over ₦50,000 within Lagos.
Nationwide orders qualify for free shipping when the total exceeds ₦100,000.
International orders are not eligible for free shipping at this time.
Shipping Policies
Order Tracking
Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can track your order by:
- Logging into your account and viewing your order history
- Using the "Track Order" feature on our website
- Clicking the tracking link in your shipping confirmation email
Delivery Address
Please ensure your shipping address is accurate at checkout. We cannot be held responsible for packages delivered to an incorrect address provided by the customer.
For apartment buildings, please include your unit number and any access codes if necessary.
International Shipping
International customers are responsible for all duties, import taxes, and customs fees that may be imposed by their country. These charges are not included in the shipping cost or product price.
Delivery times for international orders may vary depending on customs processing in your country.
Shipping Delays
While we strive to deliver all packages within the estimated timeframe, delays can occasionally occur due to:
- Weather conditions
- Courier service disruptions
- Customs clearance for international orders
- Peak seasons (holidays, sales events)
If your package is significantly delayed, please contact our customer service team.
Returns & Exchanges
Return Policy
We accept returns of unworn, unwashed, and unaltered merchandise within 14 days of delivery. Items must be returned in their original packaging with all tags attached.
Non-Returnable Items: Jewelry, underwear, swimwear, facemasks, and sale items marked as final sale are not eligible for return due to hygiene reasons.
How to Initiate a Return
- Contact our customer service team at returns@douzngrace.com or call +234 801 234 5678
- Provide your order number and the items you wish to return
- Receive a return authorization number
- Package the item(s) securely with all original tags and packaging
- Ship the package to our return address with the return authorization number clearly marked
Exchanges
We're happy to exchange items for a different size or color if available. To request an exchange:
- Follow the same process as returns
- Specify that you'd like an exchange instead of a refund
- Indicate the new size or color you'd prefer
If the desired exchange item is unavailable, we'll process a refund for the original purchase.
Refund Information
Refund Processing
Refunds are typically processed within 5-7 business days after we receive and inspect your return. The time it takes for the refund to appear in your account depends on your payment method:
- Credit/Debit Cards: 3-5 business days after processing
- Bank Transfers: 3-7 business days after processing
- Paystack/USSD: 2-3 business days after processing
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
If you received a defective item or an incorrect order, please contact our customer service team, and we'll arrange a free return.
Store Credit
You may choose to receive your refund as store credit, which will be issued for the full purchase amount plus an additional 10% bonus.
Store credit does not expire and can be used on any future purchase.
Return Address
DOUZNGRACE Returns
9, Ademola Alabi
Ojota, Ikeja
Lagos, Nigeria
Please include your return authorization number on the package.
Frequently Asked Questions
What if my package is delayed?
If your package is significantly delayed beyond the estimated delivery time, please contact our customer service team at support@douzngrace.com or call +234 801 234 5678, and we'll investigate the matter.
Can I cancel or modify my order after it's been placed?
You can modify or cancel your order within 2 hours of placing it by contacting our customer service team. Once an order has been processed for shipping, it cannot be modified or canceled.
Do you offer Cash on Delivery?
Yes, we offer Cash on Delivery (COD) for orders within Lagos only. Please note that COD orders require a deposit of 30% of the total order value to confirm your purchase. The remaining balance is payable upon delivery.
What should I do if I receive a damaged or defective item?
If you receive a damaged or defective item, please contact our customer service team within 48 hours of delivery. Please include photos of the damage or defect along with your order number. We'll work with you to arrange a replacement or refund.
Can I return a gift?
Yes, gifts can be returned following our standard return policy. If you received a gift, you'll need the order number from the gift receipt or the purchaser. Returns of gifts will be refunded as store credit to the recipient.
Need Additional Help?
If you have any questions about shipping, returns, or exchanges not addressed here, our customer service team is ready to assist you.