Welcome! Find quick answers to your questions below:
A. General Shipping Questions
Where do you ship to?
Elsie Organics delivers across Nigeria (all states) and a few other countries.
What couriers/ logistics companies do you use to deliver within Nigeria?
We use GiG logistics, DHL, FEDEX Redstar, GUO, Peace Mass, TopShip, and others. Depending on your location, you will receive your order shipment on your doorstep or pickup at the nearest bus park. The delivery agents would usually call to notify you.
Do you ship internationally (to locations outside Nigeria)?
Yes. We use DHL, FEDEX/ Redstar Express, TopShip and more to ship international orders. International shipment by Sea Cargo are also available for heavy, bulk orders from 10/ 20kg upwards – as offered by our shipping partners.
Can you ship to a local, Nigerian forwarding warehouse address for International order customers?
Yes, we do, if you provide the address plus your personal code provided by that forwarder. One that we see some of our International customers use is the ‘Shop and Ship by Aramex’ also known as ‘Aramex Drop and Ship’, which is by Aramex Logistics, and International company. They are a shipping/ courier company available in Nigeria and hundreds of other countries around the World. With their ‘Shop and Ship’ services, they ship the customers’ items that are forwarded to them. So, that is an option.
How do you arrive at your shipping costs?
Shipping/ delivery prices are calculated by weight and location. Our shipping costs are provided by the logistics/ delivery/ logistics partners and courier companies we use.
When will you ship my order?
Most orders will ship within 24 hours or the next day after we confirm your payment. Orders placed on a weekend or public holiday will be shipped on the first working day after.
How long do you take to process my order?
24 hours after we confirm your payment, we process/ package your order and send it out to our shipping agents for onward delivery to you.
How Long will it take before I receive my order?
- Within Abuja – 1-3 working days
- Outside Abuja – 2-5 working days
- Outside Nigeria – 7 or more working days
What is your average estimated delivery time and how do you process orders?
Confirmed and paid-for orders are delivered within 1-3 working days (within Abuja) and within 2-5 working days (outside Abuja) – excluding public holidays and weekends. Note that these are estimated timings and so delivery could be earlier.
With every order, you will receive an email containing details of your order, verifying your payment mode and delivery address. And, after we ship out your item(s), you will also receive another email confirming your shipping details, and shipping tracking number (where available).
How can I get an idea of my shipping cost before placing my order?
Here’s how you’ll know your estimated shipping cost:
- Select the product(s) you would like to purchase on our website
- Click Add to Cart
- Select your location (Country, State) under the shipping address section
- The cart will automatically calculate your shipping cost for your location and items weight
- An estimated shipping cost will display (that is your shipping cost)
Customers are always welcome to call our customer service line for any questions and/or specific details on orders.
Where do you ship from?
Karu, Abuja, Nigeria
B. Payment Methods and General Billing Questions
What payment methods/ options do you accept?
We accept online payments and bank transfer
- Online Payment (Debit/ Credit Card): We accept popular payment cards such as VISA, Verve and MasterCard (all Nigerian bank-issued payment cards). Customers will need to key in their 16-digit Debit Card number and the 3 digit CVV Code (Card Verification Value – found on the back of the card) and their card pin to complete the payment on our website. All Debit card details remain confidential and private. Elsie organics and our trusted payment gateway, Paystack, use SSL encryption technology to protect your card information.
- Bank Transfer: If you opt for a bank transfer payment, a mail containing your order and payment details will be sent to you.
Do you offer Pay-on-Delivery?
No, we do not offer pay-on-delivery.
NOTE: After making payment for your order, please email the teller number or reference number of the transaction, order number and name of depositor to us at email@example.com. Note that your order will only be processed after we receive confirmation of payment from your bank.
C. Returns and Refunds Questions
Do you accept returns?
No, we do not accept returns, due to hygiene reasons.
Do you offer refunds?
No, we do not. All sales are final. Please first do a test-order or sample order, and if you like it, you can order in large quantities. Our ingredients and products are available in diverse sizes, from small 50 grams or 50ml, or from 100grams/ 100ml.
General Order Questions
Do you recommend ingredients for formulation? Do you recommend ingredients I can mix for cream or my skin/ hair problem?
No. We expect customers to already know what you’re looking for when you shop with us. Our target customers are skincare experts, personal care formulators and experienced DIYers who have already learned the science behind their business and are already informed on the exact ingredients mix and quantity/ measurements they need to make their desired end products.
Our goal here is to ensure that we source high quality and fairly priced raw materials to supply our customers so that they can make the best quality products.
Can I request for free samples of raw materials/ ingredients?
No. We are unable to provide free samples of the raw materials we stock. However, we offer small sizes (suitable for trials/ sampling) for sale on our website.
How do I know that my order has been shipped?
You’ll know this from your email and/ or WhatsApp or Phone. When we ship out an order, we send the customer an email or a WhatsApp or Phone text message (sms) notification that reads like this: ‘your package has been shipped’.
So, after you’ve placed an order with us, keep an eye on your email to follow your order status emails – we email you to let you know when we ship.
Here are our other policies, in case you’d like to check them:
If you still have questions or want to contact us for other reasons, email us at firstname.lastname@example.org