Customer Service

Shipping & Delivery

We can ship to virtually any address in Nigeria. Note that there are restrictions on some products, and not every product can be shipped to all destinations.

Please also note that the shipping rates for many items we sell are weight-based or size based. The weight of any such item can be found below. To reflect the policies of the shipping companies we use, all weights will be rounded up.

This Site is not only for delivery of products to customers within Nigeria. We make every effort to deliver goods within the estimated timescales set out on our Site; however delays are occasionally inevitable due to unforeseen factors. We shall be under no liability for any delay or failure to deliver the products within the estimated timescales where they did not occur due to our fault or negligence.

You agree not to hold the seller liable for any delay or failure to deliver products or otherwise perform any obligation as specified in these Terms and Conditions of Sale if the same is wholly or partly caused whether directly or indirectly by circumstances beyond our reasonable control.

 

Delivery Options

 

Lagos island

Mainland

Outskirts

On-forwarding

Nationwide (airport cities)

Nationwide

(non airport cities)

0-5kg

Free

600

800

1000

3000

5000

 

Deliveries between 0.5-5kg to airport cities shall be N3000 (direct24hrs) excluding the North, and on forwarding cost shall apply, where necessary.                                                                                                                                                      

Deliveries between 0.5-5kg to Non -airport cities shall be N5000 (48hrs) excluding the North, and on forwarding cost shall apply, where necessary.                                                                                                                                                                                                                                          

Delivery Duration:

Location

Delivery Duration

Within Lagos

48hours

Within Lagos (Express)

24hours

Outside Lagos

3-5 working days

Outside Lagos (Express)

48 hours

 

FAQ (Shipping & Delivery)

  • Where do you deliver to
  • How do I collect from a local store
  • What are the delivery options and prices
  • Will I need to sign for my parcel
  • I haven’t received all of my order
  • Where is my order
  • Who will deliver your order

Answer

Where do you deliver to?

Virtually all addresses within Nigeria. Unfortunately, we cannot offer delivery to PO boxes

How do I collect from a local store?

1. Add an item to your shopping basket as normal

2. At the checkout select 'collect in store'

3. Click on the store you want to collect from

4. Enter your pick up date and time

5. Enter your details and complete the secure online payment

6. Print the confirmation page or make a note of your order number

7. An email will be sent to confirm the order

Will I need to sign for my package?

You will acknowledge receipt of your order on the copy of the invoice provided by the dispatch.

If nobody was available on the delivery day, please call the customer care to reschedule the delivery.

I haven't received all of my order

  • Check the confirmation e-mail to see if all items were ordered
  • Check the dispatch email to see if items have been cancelled. Occasionally when we pack an order some of the items may not be available. We don't want to delay the rest of your order so we cancel the out of stock item and dispatch the rest. We'll send you an email to update you. The paperwork for your order will show everything included and we only charge you for the items we send but you will earn all of the loyalty card points we promised.
  • Check the paperwork included in your parcel as your order may be dispatched in more than one parcel and arrive at different times (orders containing items dispatched direct from the supplier for example)
  • The dispatch email and 'My orders' area of 'My Account' section of the website will also show the number of parcels sent.
  • Remove all packaging to confirm the item isn't hidden. Some orders may contain a cardboard wedge that products will be underneath.
  • However, if the item is definitely missing contact our Customer Care team. Please see the 'Contact us' section of the site for more details.

Where is my order?

  • Check your order confirmation email for the delivery date
  • Your order may be dispatched in more than one parcel and arrive at different times
  • We will send you another email when we dispatch your order. This shows the delivery by date and the parcel details
  • If you can't access your email you can also see these details in the 'My orders' area of the 'My Account' section of our website
  • If you missed the carrier's attempt at delivery, don't worry, you can rearrange delivery for another date by calling the customer care
  • If your order is being delivered to a store we will send you an email when we dispatch your order. You will then receive another email when the order is available for collection. If you entered your mobile number you will also receive a text message.

Who will deliver your order?

All home delivery orders from ile-eru.com will be delivered by us or any other preferred carrier.

 

RETURN POLICY

Ile-Eru Return policy allows you to return or exchange products at any of our branches within 24 hours of purchase, subject to a few exceptions.

Customers may return any unwanted items within 24hours for a refund, exchange or replacement. Any Customer Loyalty points earned against any item(s) you return for a refund will be removed in accordance with the Customer Loyalty terms and conditions.

Bring unopened, any damaged, or defective item(s) along with your receipt to any of our branches to get a refund, exchange or replacement. Items will only be accepted if unopened, unassembled, complete and boxed.

Note: A customer can only return a non-defective item if he/she is requesting an exchange. Items sold in a clearance sale are final and are not eligible for return.

Customers will be able to return defective products within 7 days of delivery for a replacement or exchange. Customers will be able to return non-defective products within 7 days of delivery for only an exchange.

Please note items cannot be returned WITHOUT the invoice of the order.

Replacements and Exchanges

If you receive a product that is defective or unsatisfactory for any reason, we offer a like-for-like replacement, or an exchange for another product within 7 days of delivery. Like-for-like product replacements are subject to availability of products. If we no longer have that product in stock, we will offer you an exchange for a similar product or another product of your choice. If the product being exchanged is of greater value than the product you are requesting (i.e. you are exchanging your item for something cheaper), Customer Care will assist in ordering the new item using the funds from the initial purchase.

If the product being exchanged is of lesser value than the product you are requesting (i.e. you are exchanging your item for something more expensive), Customer Care will assist you in ordering the new item and buyer can opt to pay the difference upon delivery (Cash on Delivery) or pay via bank transfer.

That's it! Our return policy is designed to be hassle-free and ensure that buyers are always satisfied with their purchases, and when they aren't, we are here to make things right.

Privacy & Security

Thank you for accessing the ile-eru.com website ("Site") operated by Garge Business Services. We respect your privacy and want to protect your personal information. To learn more, please read this Privacy Policy.

This Privacy Policy explains how we collect, use and (under certain conditions) disclose your personal information. This Privacy Policy also explains the steps we have taken to secure your personal information. Finally, this Privacy Policy explains your options regarding the collection, use and disclosure of your personal information. By visiting the Site directly or through another site, you accept the practices described in this Policy.

Payments that you make through the Site will be processed by our payment agents. You must only submit to us or our Agent or the Site information which is accurate and not misleading and you must keep it up to date and inform us of changes.

Your actual order details may be stored with us but for security reasons cannot be retrieved directly by us. However, you may access this information by logging into your account on the Site. Here you can view the details of your orders that have been completed, those which are open and those which are shortly to be dispatched and administer your address details, bank details and any newsletter to which you may have subscribed. You undertake to treat the personal access data confidentially and not make it available to unauthorized third parties. We cannot assume any liability for misuse of passwords unless this misuse is our fault.

Because we value the trust you place in ile-eru.com, we’ve insisted upon the highest standards for secure transactions and customer information privacy. Kindly read the following statement to learn about our information gathering and dissemination practices. Note: Our privacy policy is subject to change at any time without notice. To make sure you are aware of any changes, please review this policy periodically.

1. Collection of Personally Identifiable Information

We collect your personally identifiable information (email address, name, phone number, etc.) once you set up a free account with ile-eru.com. While you can browse some sections of our site without being a registered member, certain activities (such as placing an order) do require registration. 
We do use your contact information to send you offers based on your previous orders and your interests.

2. Use of Demographic and Profile Data

We use personal information to provide the services you request. To the extent we use your personal information to market to you, we will provide you the ability to opt-out of such uses. We use your personal information to resolve disputes; troubleshoot problems; help promote a safe service; collect fees owed; measure consumer interest in our products and services, inform you about online and offline offers, products, services, and updates; customize your experience; detect and protect us against error, fraud and other criminal activity; enforce our terms and conditions; and as otherwise described to you at the time of collection. In our efforts to continually improve our product and service offerings, we collect and analyse demographic and profile data about our users' activity on our website. 
We identify and use your IP address to help diagnose problems with our server, and to administer our website. Your IP address is also used to help identify you and to gather broad demographic information. 
We will occasionally ask you to complete optional online surveys. These surveys may ask you for contact information and demographic information (like location, local government area, age, or income level). We use this data to tailor your experience at our site, providing you with content that we think you might be interested in--and to display content according to your preferences.

3. Sharing of personal information

We may share personal information with our other corporate entities and affiliates to: help detect and prevent identity theft, fraud and other potentially illegal acts; correlate related or multiple accounts to prevent abuse of our services; and to facilitate joint or co-branded services that you request where such services are provided by more than one corporate entity. Those entities and affiliates may not market to you as a result of such sharing unless you explicitly opt-in.

We may disclose personal information if required to do so by law or in the good faith belief that such disclosure is reasonably necessary to respond to subpoenas, court orders, or other legal process. We may disclose personal information to law enforcement offices, third party rights owners, or others in the good faith belief that such disclosure is reasonably necessary to: enforce our Terms or Privacy Policy; respond to claims that an advertisement, posting or other content violates the rights of a third party; or protect the rights, property or personal safety of our users or the general public.

Ile-eru.com and its affiliates will share some or all of your personal information with another business entity should we (or our assets) plan to merge with, or be acquired by that business entity. Should such a transaction occur, that other business entity (or the new combined entity) will be required to follow this privacy policy with respect to your personal information.

4. Links to Other Sites

Our site links to other websites that may collect personally identifiable information about you. Ile-eru.com is not responsible for the privacy practices or the content of those linked websites.

5. Security Precautions

Our site has stringent security measures in place to protect the loss, misuse, and alteration of the information under our control. Whenever you change or access your account information, we offer the use of a secure server. Once your information is in our possession we adhere to strict security guidelines, protecting it against unauthorized access.

6. Choice/Opt-Out

Ile-eru.com provides all users with the opportunity to opt-out of receiving non-essential (promotional, marketing-related) communications from us on behalf of our partners, and from us in general, after setting up an account. 
If you want to remove your contact information from all konga.com lists and newsletters, please visit http://www.ile-eru.com/unsubscribe.php. In the future, you can unsubscribe by clicking the one-click unsubscribe button located at the bottom of every email

7. Advertisements on ile-eru.com

We use third-party advertising companies to serve ads when you visit our website. These companies may use information (not including your name, address, email address, or telephone number) about your visits to this and other websites in order to provide advertisements about goods and services of interest to you.

8. Competitions

For any competition we use the data to notify winners and advertise our offers. You can find more details where applicable in our participation terms for the respective competition.

Cookies

A "cookie" is a small piece of information stored by a Web server on a Web browser so it can be later read back from that browser. Cookies are useful for enabling the browser to remember information specific to a given user. Ile-eru.com places both permanent and temporary cookies in your computer's hard drive. Ile-Eru.com's cookies do not contain any of your personally identifiable information.

10. Security

We have in place appropriate technical and security measures to prevent unauthorized or unlawful access to or accidental loss of or destruction or damage to your information. When we collect data through the Site, we collect your personal details on a secure server which uses firewalls. When we collect payment card details electronically, we use encryption by using Secure Socket Layer (SSL) coding. While we are unable to guarantee 100% security, this makes it hard for a hacker to decrypt your details.

You are strongly recommended not to send full credit or debit card details in unencrypted electronic communications with us. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of your information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you. You are responsible for protecting against unauthorized access to your password and to your computer.

11. Your rights

If you are concerned about your data you have the right to request access to the personal data which we may hold or process about you. You have the right to require us to correct any inaccuracies in your data free of charge. At any stage you also have the right to ask us to stop using your personal data for direct marketing purposes

Returns & Replacements

Ile-Eru.com Return policy allows you to return or exchange products at any of our branches within 24 hours of purchase, subject to a few exceptions.

Customers may return any unwanted items within 24hours for a refund, exchange or replacement. Any Customer Loyalty points earned against any item(s) you return for a refund will be removed in accordance with the Customer Loyalty terms and conditions.

Bring unopened, any damaged, or defective item(s) along with your receipt to any of our branches to get a refund, exchange or replacement. Items will only be accepted if unopened, unassembled, complete and boxed.

Note: A customer can only return a non-defective item if he/she is requesting an exchange. Items sold in a clearance sale are final and are not eligible for return.

Customers will be able to return defective products within 7 days of delivery for a replacement or exchange. Customers will be able to return non-defective products within 7 days of delivery for only an exchange.

Please note items cannot be returned WITHOUT the invoice of the order.

Replacements and Exchanges

If you receive a product that is defective or unsatisfactory for any reason, we offer a like-for-like replacement, or an exchange for another product within 7 days of delivery. Like-for-like product replacements are subject to availability of products. If we no longer have that product in stock, we will offer you an exchange for a similar product or another product of your choice. If the product being exchanged is of greater value than the product you are requesting (i.e. you are exchanging your item for something cheaper), Customer Care will assist in ordering the new item using the funds from the initial purchase.

If the product being exchanged is of lesser value than the product you are requesting (i.e. you are exchanging your item for something more expensive), Customer Care will assist you in ordering the new item and buyer can opt to pay the difference upon delivery (Cash on Delivery) or pay via bank transfer.

That's it! Our return policy is designed to be hassle-free and ensure that buyers are always satisfied with their purchases, and when they aren't, we are here to make things right.

Ordering Policy

Online Purchasing

We also ship internationally. All products are subject to availability. In the event that we are out of stock, you will be notified by the next business day. We reserve the right to limit the quantity of products we supply; to supply only part of an order; or to divide an order into multiple shipments to expedite delivery. We also reserve the right to change the terms or duration of any special offers or sales promotions.

Payment, Pricing & Promotions

We will continue to provide the most accurate pricing information on our ile-eru.com Site to our users. However, errors may still occur, such as cases when the price of an item is not displayed correctly on the website. As such, we reserve the right to refuse or cancel any order. In the event that an item is mispriced, we may, at our own discretion, either contact you for instructions or cancel your order and notify you of such cancellation.

We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit/debit card charged. In the event that we are unable to provide the services, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the products.

Viewing Orders

NB: Kindly go through our "ONLINE ORDERING POLICY" available on our ile-eru.com site.

Updating Account Information

Your Account

Shopping on the ile-eru Online Store is faster and more convenient when you have an Ile-Eru account. Your account consists of a unique ile-eru ID and password. When you're logged in, you can easily save items and carts, take advantage of express checkout ordering (using our Buy Now feature), check the status of an order, and more.