FREQUENTLY ASKED QUESTIONS

CAN I CHANGE OR CANCEL MY ORDER AFTER PLACING IT?Once your order is submitted, we begin processing it immediately so we can get it to you fast! During this time we cannot add or remove items, or otherwise modify or cancel your order.

HOW DO I PLACE AN ORDER ONLINE?

Customers may place orders on our NIGERIA website if they have a valid shipping address in NIGERIA. To make a purchase, when you see an item you like, click on "Add to Shopping Cart" and continue shopping until you are ready to complete your purchase. Then, click on "Shopping Cart" in top menu to confirm your items. After you have reviewed your cart and made updates as desired, click on "Checkout" to proceed to and complete required shipping, payment, and billing information.

For registered users: If you are a returning customer and have an account at nainah.com, please sign in using your email address and password and you will be taken directly to the first Checkout page.

For non-registered users: If you are not registered, you can create an account, or proceed without creating an account by checking out as a Guest.

After following the steps to checkout, please carefully review your items and all of the checkout information you have provided before placing your order. Your order cannot be processed without correct shipping and billing information, and we cannot make changes to your order after it is placed. Once you've confirmed all information is correct, click "Place Order" to finish your purchase.

WHY DO I NEED TO CREATE A NAINAH ACCOUNT?

We encourage you to create an account with nainah.com to make your shopping experience easier and faster. By creating an account you will be able to:

  • Track and trace your orders
  • Store addresses for faster billing and shipping
  • View your past order history
  • Use other enhanced features of our website

If you are a new customer, you may create an account by clicking on the LOG IN / SIGN UP link on the top right of the screen. You will be prompted to fill in your name, email, birth date and create a password. Once you have done so, click the "submit" button.

HOW CAN I GET IN TOUCH WITH NAINAH?

If you have a question about shopping and orders placed on our website, you may reach nainah.com customer support by email at nainahstores@gmail.com or phone (+2349092467106). Customer Support representatives are available to answer your questions daily from 10;30am-6;30pm.

For all other questions, please e-mail nainahstores@gmail.com or call +2349092467106 

WHAT PAYMENT METHODS ARE ACCEPTED?

nainah.com  accepts Visa, MasterCard,  Bank Transfer, and Bank deposit, as well as PayPal and Nainah Gift Cards for Nigeria merchandise purchases. We do not accept CASH ON DELIVERY

During checkout, select a form of payment from the Nainah Gift Card or Debit card dropdown menus. Other than Nainah Gift cards, all payment methods will be processed via Debit Cards" fields during Checkout. If you do not already have a payment method stored, enter a new one. Then, enter your Billing Information as it appears on your credit card statement. If your information is already entered, confirm it is correct. Please ensure that your billing name is exactly as it appears on your credit card. For our customer's protection, transactions cannot be processed if billing information is not 100% accurate.

WHAT ARE YOUR DELIVERY OPTIONS?

We deliver to all 36.states, And FCT ABUJA so everybody can enjoy great products from nainah! Please see our shipping information below:

  • Buy Online & Pickup In-Store: FREE
  • Standard (Ground) Shipping(3-5 working Days):N1560-N2500
  • Express Shipping (2-3 Days): N3,000
  • Next-Day Shipping: N3800

HOW CAN I TRACK MY ORDER?

After you complete the checkout process, the Order Summary page will confirm the details of the order you have placed and provide you with an Order Summary reference number. We recommend that you print this Order Summary page for your records, as it may be needed for order references and to track your order. You will also receive an order confirmation email with the order number, acknowledging your order has been placed. If you have not received an order confirmation email shortly after placing your order, please first check your email spam folder before calling nainah.com customer support.

Further information regarding the status of your order will be sent to you via email. When your order ships from our warehouse, you will receive a shipping confirmation e-mail containing tracking information for your packages. If you've received your tracking information, you may click the number to track your shipment. If you do not receive your order within five to seven business days via Standard Shipping, or the specified date for Express shipping options, please contact customer support by calling +2349092467106 or by emailing nainahstores@gmail.com

For registered users: You may follow the status of your order via our emails to you, or sign into My Account at any point to check the status of your order in your Order History.

For non-registered users: You may follow the status of your order via our emails to you, or contact customer support by calling  +2349092467106  or by emailing nainahstores@gmail.com. Orders placed as a Guest are not stored or retrievable on our website.

HOW DO I BUY ONLINE, PICKUP IN-STORE?

  • To place an order: Please select store  pickup. Once you have completed your order, please proceed to checkout and submit your order. Wait until you receive a pickup notification email before you go to the store to pickup your order. Pickup location details will be included in your confirmation email
  • What do I need to pick up my order? Please make sure to bring your order confirmation email (paper form or mobile) and present valid photo identification, along with the original form of payment.
  • When can I pick up my order? When your order is ready for pickup, you’ll receive a pickup notification via email. Your order will be held at the store for 11 days. If your order isn’t picked up after 11 days, we’ll cancel the order and a refund will be issued to you in the original method of payment. Once you arrive at the store, please see a store associate to pick up your order.
  • Why was one of my items in my order cancelled?After you place an order, we have to verify and authorize all of the information that you have provided to us. In rare circumstances, authorization to process your order may fail or be delayed. If your order fails, or if changes to our inventory occur that affect your order during a delayed authorization, we must cancel or modify your order. We will send you an email to notify you of any cancellations or updates as soon as they occur. For further questions, please call us at  +2349092467106, or email nainahstores@gmail.com.
  • Can I receive order status notifications for my order? You’ll automatically receive an order confirmation email when your order has been submitted. Once your order has been shipped you will receive an email notifying you that your order is on its way to the store. Once your order has arrived at your local store you will receive an email stating that your order is ready for pickup..
  • Where’s the receipt for my order?After your order is picked up, you will receive your receipt by email.
  • Can I cancel my order? We apologize but at this time we are not able to cancel orders unless the order has not been picked up within the 11 days.
  • How do I return my order? Once your order is submitted, we begin processing it immediately so we can get it to you fast! During this time, we usually cannot add or remove items, or otherwise modify or cancel your order. If the order has already been processed and you would still like to cancel your purchase, please follow the return instructions after receiving your package. Please see our Return Policy for additional information.

 

WHAT IS NAINAH RETURN POLICY?

We hope you love what you ordered, but if not, you can return most of our merchandise. We gladly accept returns of most new, unused items in their original condition, including all tags and other item packaging.

Exclusions: Real body jewelry, cosmetics (if seal is broken), and clothing or footwear from which the tags have been removed cannot be returned or exchanged at all. Nainah gift cards are not returnable or redeemable for cash 

HOW DO I RETURN MERCHANDISE?

Our merchandise can be returned or exchanged in our stores within 7 days (12 days with a gift receipt) in its original condition, including all tags and other item packaging, for a full refund. If you purchased items online at nainah.com, you may also return them to us by shipment by following the instructions on the back of your invoice, and below. We cannot process exchanges of online purchases via shipment. Store purchases cannot be returned by shipment. Please see our Return Policy for item exclusions in above section.

If you receive an incorrect item, or damaged or defective merchandise, please contact nainah.com Customer Support immediately by calling +2349092467106 , or emailing  nainahstores@gmail.com.

Returns In Store: You may choose to return or exchange your merchandise at Nainahstore Please have  the original receipt displaying prices available to receive a full credit. If you used a Debit card to make your purchase, please have that available for the store associate to credit your account. If you used PayPal to make your purchase, a full store credit will be made to Nainah Gift Card. For returns without a receipt or with a Nainah.com gift receipt, we will issue a store credit in the form of a gift card for the current selling price. 

  • By Shipment: If you ordered your merchandise from us online, and would like to make a return by Shipment, you must pack the merchandise in its original, unused condition, including tags and packaging, along with the return form provided in your order shipment. Please pack the merchandise in its original condition (including tags and packaging) along with return form in a box. Please send your return via carrier of your choice to the address below.

    We recommend using an insured and traceable delivery method to:

    Nainah suite 11 nation Plaza Audu Bako Way  Nassarawa GRA Kano Nigeria

WHAT COUNTRIES DO NAINAH.COM DELIVER TO?

WE SHIP WORLDWIDE ON OUR WEBSITE NAINAH.com uses FedEx, UPS, or USPS as delivery  WORLDWIDE

 WE DO NOT SHIP INTERNATIONAL ON WWW.NAINAHNG.COM

MY PACKAGE IS MISSING - WHAT DO I DO?

If you're still not able to locate your package, don't worry, contact us on customer services and we'll help you.