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Frequently Asked Questions

Click On each question to view or unview the answer.

Shipping & Delivery

When will I get my product after I place an order (delivery period)?
Our delivery timeline is between twenty-four(24) to Seventy-two(72) hour within Lagos from the time of order which makes us the fastest shopping mall online. You will also be contacted by our dispatch personnel during the period of delivery.

Do you have an office address?
Yes we do. Our corporate office is located in Ikeja. However, since we are an online store, we do not have physical showrooms. Once we receive your order, we will deliver it to your doorstep.

Can I pick up my item instead of having it delivered?
Zitmall offers delivery services because of the goal of convenience. We do not encourage our customers to come to our office since products can be brought to their door steps. We however have various drop off points, in case of a need to return goods yourself.

Do you charge for shipping?
Yes, we charge for shipping.

Our shipping charge fee is divided into three basic categories based on the size of product ordered, weight and vehicle used to deliver the order.

   Category

    Shipping Fee

       Light

       ₦500

       Heavy

       ₦1000

       Bulky

       ₦1500

However, additional cost of ₦1000 applies to shipping addresses/locations at the outskirt of Lagos (Ikorodu, Ojo, Badagry, Epe, Alakuko)

What if I am not home at the time of delivery?
Our dispatch personnel would call you before making the delivery. If you are unavailable to receive your item, a re-delivery will be scheduled or you could inform us of whoever would be available to receive your order.

Can my parcel be delivered to an office address?
Yes. Your parcel can be delivered to any address convenient for you. To make this possible, you must enter your preferred address as your ‘shipping address’ before you checkout.

My items haven't arrived yet. What can I do?
If you haven’t received your items after our standard time of delivery, kindly contact us 09090160621 or email us at info@zitmall.com (quoting your order number).

 

Returns

What is your returns policy?

We currently have a returns policy of 7 days from the date of delivery to return the product(s). If you are dissatisfied with any product you receive, you can request for a refund as long as it meets our conditions. However please note that returns or replacements may not be available in the following cases:

  1. Damages due to misuse of product.
  2. Any consumable item which has been used or installed.
  3. Products with tampered or missing serial / UPC numbers.
  4. Any damage / defect which are not covered under the manufacturer's warranty.
  5. Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered.
  6. Items with No Returns policy.

How long have I got to send an item back and get a refund?
We hope you will not need to return any product purchased from Zitmall. But if you ever need to return an item, you can do so within 7 days from the delivery date.

I have received a faulty item
We want all our customers to receive top quality goods. If you think there is a fault with an item you have received, you can return it back to us to examine. If any product is unsatisfactory due to defective workmanship or materials, we will refund you the purchase price after product check if it meets our timeline requirements. Products that pass quality check, and are deemed satisfactory will be returned to you for your use.

I have received my goods but I do not like them
You can return this product to us; as long as it is in the same state it was delivered. If it is within our 7 days return policy timeline, (and it does not fall under the category of products not eligible for return) we will accept this return.

I have received my order but the wrong item was delivered to me
Please call or send us an email to schedule a retrieval of the item. For the item to be returned, it must be in an ‘as new’ state with all the seals and tags intact.
We will work on retrieving this product and processing a refund or new order once this claim is validated, as long as it is within our 7 days returns policy.

Are there items that cannot be returned?
For reasons of health and hygiene, we cannot offer returns and refunds on the products below: 
• Personal hygiene items (combs, barrettes, hair curlers, hair wigs, hairpieces, and other similar products) 
• Cosmetic products 
• Any form of underwear 
• Jewellery 
• Fragrances 
• Beauty products 
• Books 
• Toys

 

My Orders

How do I check the current status of my order?
Sign in to your Zitmall account and visit the My Account section. From there, you can view information on all your orders.

How can I view and print my invoice?
  1. Sign in to your account.
  2. Click on My Orders at the left block.
  3. Click on View Order for the particular order number you need an invoice for.
  4. Click on "Print Order" at the top right corner to print out the invoice for your order

How do I cancel an order?
You cancel an order by contacting our customer service on 081 6849 5347 or email us at info@zitmall.com

 

Payment

How do I make payment?
Zitmall has three payment options to choose from:
  1. Pay on Delivery
  2. Prepay via bank deposit
  3. Prepay via local and international Mastercard, VISA and Interswitch Verve cards.
When you place your order on our website, these options are displayed and you can choose an option that is suitable for you.

Do you offer payments in installment?
For now, Zitmall doesn’t practice such but we are looking forward to introduce this in the future.

Are your prices negotiable?
The prices are not negotiable. You are assured of best considerable prices for every product at Zitmall.

Will my card details be safe?
We do not store customer card details. Our third party payment processors use 'Secure Socket Layer' (SSL) technology to encrypt your payment card and also do not store card details.

Why has my card been declined?
There can been several reasons why your card has been refused such as the use of a wrong PIN, or insufficient funds. For further details, please contact your card issuer.

Can I use two methods of payment when ordering online?
Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.

 

Technical

I am having trouble placing items in the cart. Why is this?
In order to put items in the cart, you should adjust the security settings of your browser. Please follow the steps below:

Mozilla Firefox:

  1. Click Tools.
  2. In the drop down selection menu, select Settings.
  3. Click the Content tab.
  4. Check Enable JavaScript and enable Java.
  5. Click OK.

 

Google Chrome:

  1. On the web browser menu click on the "Customize and control Google Chrome" and select "Settings".
  2. In the "Settings" section click on the "Show advanced settings..."
  3. Under the "Privacy" click on the "Content settings...".
  4. When the dialog window opens, look for the "JavaScript" section and select "Allow all sites to run JavaScript (recommended)".
  5. Click on the "OK" button to close it.
  6. Close the "Settings" tab.
  7. Click on the "Reload this page" button of the web browser to refresh the page and continue shopping.

 

General

How do I register?
Kindly click on the account tab located at the top right end of our homepage.
A pop-up screen provides you with the option to, login if you are an existing customer or register as a new customer by filling the form with some personal information.
After updating the required fields, click on the submit tab to create your account.

How do I search for products?
Click on the category name on the top of the homepage to view the products we have within those categories. You can also use the search bar located at the top of our homepage to find your preferred products.

How do I place an order on your website?
  1. Click on add to cart for as many products you want to buy.
  2. Then Click on the ‘proceed to checkout’ tab to complete your order process. 
  3. At checkout, you will need to fill in your personal details and shipping address if you are a new customer so as to have an account with us else you log in to proceed with your order.
  4. Click on your preferred payment option before clicking the ‘Place order’ button
If you encounter any problems while placing your order, do not hesitate to contact us on 081 6849 5347 or email us at info@zitmall.com

Do you sell used or fairly used products?
All the products on our website are brand new. We assure you authenticity and originality.

What if I cannot find my particular product on Zitmall?
If we do not currently have your particular item, please inform us (contact our customer service team on 081 6849 5347 or email us at info@zitmall.com) as we are always looking to broaden our product selection and keep our customers satisfied. However, we have a variety of other products that might be similar to what you want.