1. Why Can’t I Sign Into my Account
If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven’t accidentally left Caps Lock on. If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.
2. Do I Need to Create a 5KSHOP Account?
You can browse our website and add items to your basket without creating an account, but to make any purchases you need to create an account by providing an email address and creating a password. Once you’ve created an account, shopping with us will be so much more FUN.
3. How Do I Return An Item?
We work hard at ensuring you derive utmost satisfaction from our products but in the unfortunate event where you have been sent wrong or faulty products, we will arrange a pick up on our tab. Please let us know within 24 hours of receiving the product.
Please note, we do NOT accept returns or exchanges for wrong size selection, we have a size guide detailed on the site to aid with selecting the right size, kindly check this as 99.9% of the time, the item will fit great if there closest size is selected. However, f you want to return an item for other reasons , we will exchange any product that you are not satisfied with if we are contacted within 24 hours and returned in unused condition (unworn, unwashed, and with the tags still attached). If assessed and the product does not meet up to our return requirement, the product may be returned back to the sender and money not refunded. Please kindly check the size guide and in some product cases, length descriptions to enable you purchase the right size as we will not refund cash if returning for these reasons but will keep the value as store credit to be used at anytime.
Cash Refunds will only be granted if the item is not received at the stipulated time or as a result of any fault of ours
For office pickup orders, we advise that you pick up your order within 24-48 hours to be liable for an exchange or store credit refund. We can keep items for pick up in our warehouse indefinitely but the return window of 24-48 hours still applies.
Shipping Charges for Returns are same as the delivery charge for that area (N850, N1200, N1500, N2500 for Lagos Island, Mainland, Lagos SubUrbs/Outskirts and other states respectively) when contacted within the stipulated time frame and condition as the couriers regard this as a new delivery trip.
Please allow three working days for refunds to be processed. We can not accept returns on jewelry, sale items , white items, intimates (including hair attachments) and swim wear.
4. What Should I Do If My Order Isn’t Delivered?
If your order has not been delivered within the timescales for your area, please contact us. Remember to include your order number within your message as this will help us speed up the search for your order.
In the unlikely event that we’re unable to locate your parcel, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 4 working days. If appropriate, a refund will be issued to the credit/debit card used for your purchase AS SOON AS POSSIBLE.
5. Do You Deliver To Offices?
Yes, you can have your orders delivered to a home or work address that is convenient for you.
You can also enter delivery instructions when you’re placing your order e.g. “leave with receptionist Sandra”. However The5kShop are not liable for any parcels that are lost or stolen if specific delivery instructions are left for the carrier.
6. Delivery Times And Charges
Deliveries are within 1-3 working days of placing your order between the hours of 9am-5pm for Lagos orders and 2-5 working days for orders outside Nigeria.
We will let you know the expected delivery day by email, account updates and/or phone, in some cases a signature may be required but If nobody is available when your parcel is delivered and there isn’t a safe place to leave the parcel, the delivery driver will leave a calling card with instructions on how to rearrange delivery.
Kindly ensure you are up to date with details of your order to ensure successful delivery by checking your account updates frequently, if you will not be available within the delivery period, please let us know so we can reschedule.
LAGOS Standard Delivery costs N750 and N1000 flat on all orders, free delivery when you order over N15,000 worth of products from us.
Unfortunately, the free delivery options for purchasing products worth N15000 only applies to Lagos, Port Harcourt and Abuja residents only.
FOR OTHER STATES in Nigeria Standard Delivery costs N2000 flat on all orders.
Please note that delays in delivery may occur during public holidays.
7. How Can I Pay on Your Site?
We accept major debit cards on our platform, our CBN approved payment portal is totally secure with data encryption, SSL certificates, 24/7 monitoring and other myriad methods to keep you totally covered. We ask your bank for authorisation of your debit/credit card when you place an order with us. However, your card will only be charged immediately and you receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.
We also offer payment on delivery in Lagos and Abuja only for now, we are working on this service across Nigeria, bank transfer payment options, which should be made within 24hours of order placement to prevent order cancellation. Your order will be shipped as soon as we receive the funds.
8. Do You Ship Internationally?
YES we ship to ALL countries. Shipping charge is N9900 flat on orders within 0-2kg. Payment an be made in Naira to our Nigerian Account or in pounds via PayPal . Please email us at firstname.lastname@example.org to process PayPal.
Please check for custom laws regarding imports to your country as we will not be held responsible for extra charges levied by your local custom bodies.
9.Will I Receive Confirmation That My Order is Successful and on It’s Way To Me?
Once you have successfully submitted your order, you will receive an automated email confirming your order details. Your order will then be processed by our warehouse team and you’ll receive a dispatch confirmation email when your order is dispatched for delivery.
10. My Order Has Been Confirmed But I Received An Email Saying One Of The Items Is Out Of Stock, Why Has This Happened?
Unfortunately, although our systems showed available stock when your order was placed, when we checked our warehouse, we found that the product was not available. Therefore we will be unable to send this item to you, if payment has been made; your money will be refunded immediately.
11. Can I Cancel/Change My Order After It Has Been Confirmed?
We may be able to cancel or change n your order but we can only do this by telephone. You need to call us as soon as possible, after you have placed your order otherwise it may be too late.
Please call us on our hotline +234 (0) 9024246912 or send an email to email@example.com.
Please note – If you do not contact us in time, your order will be dispatched and you will have to pay a return fee.
12. How Do You Get Your Products To Be So Affordable?
We understand that your wardrobe, home and wallet are personal, therefore to bring you affordable products that are still bang on trend, we eliminate the middleman as much as we can and bring you products straight from the manufacturer.
13. If An Item Is Sold Out, Can I Request That It Be Restocked?
Yes, you can request for an item that is sold out on our site to be restocked by filling the contact us form but we can not guarantee its availability as we have to verify from our manufacturers and suppliers. We assure you that we are working tirelessly to meet all your shopping needs and will keep you informed on the products’ availability.