Shipping and returns policy
We are customer centric and care about your post purchase experience with our products.
Every product has detailed information for your knowledge.
Due to the nature of our products and our bid to always vouch for our products, we cannot re-stock/accept them after they leave our facility since we cannot guarantee contents have not been compromised.
We do not offer refunds on errors made by customers.
Refund will only be granted if fault occurred on our part. Refund can be cash or store points depending on nature of dispute.
Any cash refund granted will be processed through our available banking channels.Once a cash refund has been processed by Ziiza Empire headquarters, please allow 2-5 business days to view this transaction in your account. This processing time is outside of our control.
UNDELIVERABLE PACKAGES, SHIPPING
After payment, orders are sent to the warehouse and starts to get processed for delivery. Processing your order takes 1-2 working days after which it is picked up by the courier.
Deliveries by the courier takes 1-2 working days within Lagos and 2-5 working days for outskirts and outside Lagos.
“Delivery days excludes weekends and public holidays”
Please note that deliveries might be delayed due to public holidays.
Kindly ensure your phone line is reachable within the stipulated delivery time frame as your package might be returned if unavailable.
If a package is returned to our warehouse as undeliverable, you will be contacted by email or phone for address verification. If we DO NOT receive a response in 7 days, you will be issued store points refund for the amount of the order – less the initial shipping costs. If you choose to have your package reshipped, there will be an additional reshipping fee due prior to shipping.
We do not offer returns.
In the case of Damaged or incorrect Items, please refer to damaged items section below.
We do not offer exchanges.
However, you can make corrections to your order before it ships from our facility if it has not been packed or staged for shipping (typically within 24hrs of placing an order).Simply send an email with order number and the correction you would like to make to firstname.lastname@example.org
Correction is dependent on availability of desired products.
If you purchased from one of our retailers or distributors – returns or exchange should be coordinated through that company according to its return policies and procedures.
When your order arrives, please inspect the package for any damage that may have occurred during transit. It is normal for the shipping package to show some crinkles from transit. If damage occurred to any product(s), please photograph the package and damaged item(s) and email it to us at email@example.com
Please include your order number (can be found in your invoice) within 48 hours of delivery.
Or please contact customer service at +2349051052414 (also available on what’s app)We are available Monday through Saturday from 10:00 AM to 6:00 PM West Africa Standard Time, excluding holidays.
You can also send a DM on Instagram https://instagram.com/zizathecap
Our customer service representatives will be happy to assist you.
If you received the wrong item based on a packaging error on our part, we apologize and are glad to correct our error. Please contact us within 5 business days of receiving the item based on courier’s delivery confirmation status (tracking info). We will provide a return label for the item that was incorrectly shipped and pick up from the previous address used at no cost. We will then ship you the correct product to the previous address used at no cost.
Please bear in mind that our processing and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has been processed.
LOST OR STOLEN PACKAGE
Once an order has shipped, Ziiza Empire is not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order.
Once an order has shipped, we recommend the receiver be available on the estimated date of arrival of the package or the receiver to contact the courier to schedule a pick up at the holding facility.
The store finder is provided to help you find the locations near you that sell ZIIZA’s hair products! We suggest that you call ahead to check availability for items with your local store. Each company determines which products will be on the shelves and how much to keep in stock. If you don’t see a product you need, communicate with the store manager.
If the reseller is out of stock, send a message to firstname.lastname@example.org and identify the name of store plus the address you visited. Please help us so we can work with them to replenish and try to meet your needs.
We update the store listings regularly. Please keep in mind that we publish what they provide, so we cannot be responsible for errors and omissions. We are not responsible for the store’s business structure.
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