FAQs
Placing an Order
> Q. I am having trouble placing an order online, do you take phone orders?
Presently, we do not take orders over the phone. You can try placing your order on a different device or browser. Otherwise, we are happy to speak with you and see if we can fix any issues you may be having.
> Q. Is it safe to order online?
Yes, very! Shopsupreme.ng uses industry standard SSL encryption to protect your details. Any sensitive information like your name, address and card details are encoded so they can only be read on the secure servers.
> Q. I need to change my order, who can help with this?
If you want to edit or cancel your order then please notify us asap. Unfortunately, once your order has been processed we cannot make any changes.
Payment
> Q. Which credit cards do you accept?
We accept Visa, and Mastercard and debit cards, we are presently working to accept payment through PayPal.
> Q. Are your prices inclusive of tax?
Yes, you will be charged VAT at 5% rate. This happens automatically at the checkout for you.
> Q. Can I place my order on the phone?
Unfortunately not. All orders need to be placed on our website.
> Q. What currencies can I use?
We presently accept payment only in Nigerian Naira - NGN. Whilst browsing the site you are able to convert the currency in real time.
Shipping
> Q. What states do you deliver to?
We deliver across five Nigeria states namely Abuja, Lagos, Enugu, Imo, Port-Harcourt and a few! All of the states that we ship to are listed at checkout and on our shipping page. If you are unsure if we ship to your state, kindly email us at shopsupreme.ng@gmail.com and we will let you know.
> Q. My order still hasn’t arrived, I think it is lost?
If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately, we can't re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.
> Q. What happens to deliveries around Public Holidays?
Public Holidays are non-working days so please allow for one extra day. For further information please write directly to us at shopsupreme.ng@gmail.com
Returns
> Q. I shipped something back to you. Do you have it yet?
We process returns within 24 hours of receipt and will notify you by email when we have done so. For more information on returns please refer to this page.
> Q. How long before I get a refund?
Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 5 working days depending on which bank you are with.
> Q. I've sent back my order but I paid with a gift voucher. What happens now?
We always issue refunds according to the original payment method. So if you used a gift voucher your refund will go back onto the same gift voucher code.
I'm Having a Problem
> Q. I am having trouble placing an order online, do you take phone orders?
Sorry, we are unable to take orders over the phone. You can try placing your order on a different device or browser. Otherwise, we are happy to speak with you and see if we can fix any issues you may be having.
> Q. I can't log into my account.
Try and sign up as a brand new customer, use the same email address, and your order history will be carried over.
> Q. My gift voucher isn't working.
Sorry about that! Email at shopsupreme.ng@gmail.com with your voucher code and we'll sort this out for you.
> Q. Why can’t I add something to my basket?
If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.
> Q. You've sent me the wrong item or part of my order is missing.
Firstly, please accept our sincerest apologies. We try really hard to make sure everything is perfect but mistakes can occasionally happen. Please contact us at shopsupreme.ng@gmail.com and we'll get this resolved for you as quickly as possible.
> Q. I have a faulty item, what should I do?
We are really sorry about this. Please email us at shopsupreme.ng@gmail.com with your order number and a couple of photos of the fault and we'll sort this out for you. We may ask that you return the item to us.
> Q. My order still hasn’t arrived, I think it is lost?
If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately, we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.
Product Queries
> Q. What kind of paper is inside?
Our paper is a medium weight that has minimal feathering and bleeds through with most writing mediums. You can see some examples of different writing utensils tested on our paper here.
> Q. Will it work with my fountain pen/pencil/marker/etc?
Our notebooks include 100# paper stock that we meticulously selected to perform with most writing implements.
> Q. Why can’t I add something to my basket?
If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.
> Q. Do you sell gift vouchers?
We do. Our gift vouchers are e-vouchers, which you should receive by email shortly after placing your order.
> Q. Can I reserve stock?
We cannot reserve stock I'm afraid.
> Q. Are your products Legit?
Amazed that we get asked this… but we’re always proud to answer that of course they are. We work directly with an amazing and very limited set of brands who care as much about their products as we do.
> Q. Who can I ask about restocks?
Many of the items we sell are limited styles, editions, and colorways and we are unable to get hold of more stock. However, we never mind confirming this specifically to each product so feel free to contact us. We are unable to get re-stocks for the majority of sale items.
Contacting ShopSupreme.ng
> Q. I’ve sent you an email, when will you reply?
We try to reply to all emails within 24 hours. Our office is closed on weekends and Bank Holidays so we will look to reply the next working day.
> Q. I represent a Brand who want to be stocked in your shop, how can this happen?
We are happy to review your lookbook if you send it digitally to at shopsupreme.ng@gmail.com. If we feel that we might be able to work together, we’ll get in contact.