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