FAQS

GENERAL INFORMATION:

How do I contact OneandKo customer service?

You can call us on 08083499893 during normal business hours Monday-Friday 9:00AM – 6:00PM WAT or by emailing us at hello@oneandko.com.

How do I resolve sign-in issues with my account?

 If you are having trouble signing in, please check that you are using the same email address and password you used to register with us. Our passwords are case sensitive, so check that you haven’t accidentally left Caps Lock on. If you forget your password, you can reset it by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.

How do sales and vouchers work?

During sales and promotional periods, percentage discounts may be offered for certain items on the website.  Discounts are applied to the original price of the product unless otherwise stated and does not apply to discontinued or clearance products.  In instances of multiple discounts only the highest discount will be applied.  OneandKo retains the right to limit purchase quantities and product types at its discretion during these promotional periods.

Do you offer wholesale purchase?

Yes we do. Please kindly send an email with your request to oneandko.com. Please give 1-3 working days for revert.

ORDERS:

What do I do when a product is sold out?

You can pre-order for that item by contacting us through our various channels (phone, email or through social media). Your order will be noted and you will be asked to pay for the order to guarantee it. If you choose not to pay and decide to wait till said item becomes available, you will be told when to expect availability and you can check the website on said date to place your order. The item will not be held for you if you choose not to pay.

What should I do if my order isn’t delivered?

If your order has not been delivered within the communicated timeline for your area, please kindly contact us immediately. Remember to include your order number within your message, as this will help us properly locate your item. In the unlikely event that we are unable to locate your parcel, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 5 working days. If appropriate, a refund will be issued to you.

What happens if my item is back-ordered?

Should an item be back-ordered or be unavailable we will try our very best to provide the most accurate date of availability or list of alternatives.  Should items be delayed or backordered beyond a reasonable time they will be refunded from your order and any remaining items shipped.  If you have any questions or concerns you can contact customer service for assistance.

My order has been confirmed but I received an email saying one of the items is out of stock. Why has this happened?

Unfortunately, although our systems showed available stock when your order was placed, when we checked our warehouse, we found that the product was not available. If payment has been made, your money will be refunded immediately.

Can I cancel/change my order after it has been confirmed?

We may be able to cancel or change your order but we can only do this by telephone. You need to call us as soon as possible after you have placed your order otherwise it may be too late. Please call us on our hotline +234 (0) 8083499893. Kindly note – If you do not contact us in time, your order will be dispatched and you will have to pay a return fee. Order cancellations will result in a store credit.

PAYMENT:

Why was my credit card declined?

There are a variety of reasons that transactions can be declined. Be sure to confirm that your billing and shipping addresses match your payment method. Verify your expiration date, your CCV code and that your card is activated. In some cases you may be required to provide additional information and/or fill out a credit card authorization form.

What happens to my payment information after my transaction is processed?

OneandKo tries to be very proactive in protecting all of our client’s information. No credit card information is ever stored and all transactions are done on secured pages.

How can I pay on your site?

We accept major debit/credit cards (local and international) on our platform. We also offer bank transfer payment options, which should be made within 24hours of order placement to prevent order cancellation. Your order will be shipped as soon as we receive the funds.

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