DO I HAVE TO ORDER ONLINE?

Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure. But we are introducing order by phone and payment on pick up soon.
HOW CAN I PAY FOR MY ORDER?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Verve, interswitch, paga
IS IT SAFE TO ORDER ONLINE?
You can be assured that shopping with ochala.com is safe! We are a member of “Verified by Visa” and “Secure by Mastercard”, providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
HOW DO I KNOW THAT YOU HAVE RECEIVED MY ORDER?
Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, once you’ve placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order! So be sure of your order before you place it.
CAN I CANCEL MY ORDER?
To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We’re sorry to hear that you’ve received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem. Please return the item to us by following the procedure stated in the ‘How do I return an item?’ section, and we’ll do our best to resolve this for you.
CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item/items to us following the method below.
1. It is within seven (7) days from the delivery date.
2. The item is in NEW condition. Clothing items must be unworn.
3. The item is in its ORIGINAL packaging, with all accessories intact (including warranty cards, manuals, certificates of authenticity, tags, etc.). Clothing items must have their original tags. Branded electronics and media items (Books, Software, DVDs, Video games) must be unopened with seals intact.
4. If the item came with a free promotional item, then the promotional item must also be returned.
5. If it is not a part of the list of exceptions (see below).
6. It is accompanied with a complete RETURN FORM.
Note: All returned items that are not accompanied by a completed paper copy of our return form will be automatically declined and sent back.
Download new form here if you lost the one sent with the package.

DELIVERY
Shipping & Delivery
Can you deliver to me outside Lagos?
Yes, OCHALA.COM delivers products to customers anywhere in Nigeria.

Can you deliver outside Nigeria?

Currently, OCHALA does not deliver outside Nigeria.

When will I get my product after I place an order (delivery period)?

Our standard delivery timeframe of 1-6 days in Lagos and 3-8 days for regions outside Lagos. As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way. You will also be contacted by our dispatch personnel on the day of delivery.
Do you have an office address?

Yes we do. Our Office is in Lekki.

Can I pick up my item instead of having it delivered?

Ochala will deliver your purchases so as to make your shopping experience non stressful. But you also have the option to pick up your order at our showroom located in Lekki provided you make a place your order by Telephone.

How do you charge for shipping?

A charge is applied based on your order weight and your shipping address.

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 within 3 days. Please note that your order will be cancelled after 2 re-delivery attempts.

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 the 5th day, kindly contact us on 09094975335 or send an email to customercare@ochala.com (quoting your order number). If you are located outside our COD regions (central areas of Lagos, Benin, Warri, Kaduna, Abuja, Ibadan, Port Harcourt and Abeokuta), we urge you to track the progress of your order using your tracking number on: www.tracking.ochala.com

Which locations do you accept Cash on Delivery?

No, we don’t accept payment on delivery.

How do I track my order?

We will send you an email when your order is shipped. You can also send an email to customercare@ochala.com to enable us provide you with adequate updates on the status of your order. If you are located outside our COD regions, we will send a tracking code to enable you confirm the status of your order from our logistics partners: www.tracking.ochala.com

Will I receive all my orders in a single package?

We endeavour send out products readily available as most of our customers appreciate prompt deliveries. If your orders do not come in a single package, be rest assured that the remaining item(s) will also be delivered to you within the delivery timeline
Payment

How do I make payment?
Ochala.com has two payment options to choose from: Pay on Pick up or 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. Click here to find out more about paying with your credit/debit card.

Do you offer payments in instalment?

No we don’t at this time; we will look into in the nearest future.

Are your prices negotiable?

No, the prices are not negotiable. Our prices have already been discounted to make them affordable with the quality of the garment we are selling.

What is 3D Secure?

Is the latest fraud prevention initiative launched by the card schemes which as a more secure method for authenticating the cardholder at the time of the transaction. The instructions that you see on the pages within our site are coming directly from your card issuing banks (e.g. GTB, Zenith, Access, etc.) and any information you submit on these authentication screens are securely passed to your bank. No information will be captured, stored or viewed on any OCHALA system.
Will my card details be safe?

Yes, we use ‘Secure Socket Layer’ (SSL) technology to encrypt your payment card to ensure your details are safe.

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. 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 basket, you should adjust the security settings of your browser. Please follow the steps below:

For Internet Explorer 6 or 7:
1. Click Tools.
2. In the drop down selection menu, select Internet Options.
3. Click the Security tab.
4. Click the “Security level for this zone” and adjust it to custom level.
5. Scroll down the settings to the scripting box.
6. Select “Enable” in the Active Scripting and Scripting of Java Applets box
7. Click OK.
8. Click Internet Options and then OK again to accept the settings.

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 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.
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) and this applies to all fashion and general merchandise products. If you are dissatisfied with any product you receive, you can request for a refund as long as it meets our conditions.

I have received a faulty item

We want all our customers to receive top quality goods. Please return your item(s) to us in a reasonable time after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub customcare@ochala.com, and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

I have received my goods but I do not like them

The product can be returned to us; provided 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.

Is there anything that I can’t send back for a refund?

For health and hygiene reasons, we cannot offer refunds on the products below:
• Underwear
• Jewellery

How long have I got to send an item back and get a refund?

We work hard to make sure every item we sell is something you will love, but if you ever need to return an item, you can do so within 7 days from the delivery date.

I was charged a shipping charge. Will it be refunded when I return my product?

Yes. We offer full refunds for returned defective products only. Or excluding the shipping charge.

How will I receive my refund?

After an item is retrieved, we refund the full cost of eligible purchases by:
1. Pre-paid orders are refunded via card reversal.
2. Cash on Delivery orders are refunded via bank transfer.
3. There is also the possibility of a voucher if the customer desires.

How long will the refund process take?

After your item is retrieved and assessed, your claim is validated; your refund will be processed within 1-2 days.

I have not received my refund yet. What do I do?

An email will be sent from us once your refund has been processed. Refunds to bank accounts are posted the same day. But in some cases, for some banks, there may be delay depending on the bank’s processing business days. If you have not received an email regarding your returns after 8 days from retrievals in Lagos and 14 days from retrievals outside Lagos, please email us customercare@ochala.com