Frequently Asked Questions (FAQs)

Ordering with Hertunba 

How can I place an order on Hertunba?

You can conveniently place your order through our official website, in-store, via social media, or over the phone (+2349074908464). We aim to make ordering accessible through all available means to cater to your preferences and convenience. Please choose the method that suits you best. 

What happens after I place my order? 

You will receive a confirmation email when you place your order. Please contact us if you do not get the confirmation email. Once your payment is verified and the order has been processed, your parcel will be shipped. 

Please allow 3-7 working days to process the order and 3-10 working days for DHL shipping.

For international shipping, when your order is shipped, you will receive a notification with the tracking number. 

My body size is not consistent with standard size guides. Can I still order?

Yes, you can as our pieces can be made in custom sizes. 

Custom orders

Can I place custom orders?

Yes, we welcome custom orders. Please keep in mind that for made-to-measure items, we don't accept returns or offer store credit refunds, so it's crucial to provide accurate measurements. Ensure you confirm your size on our chart before ordering, as we don't accept returns based on wrong size choices. If you have any questions, feel free to email us at support@shoproseofficial.com.

Can I return or exchange my custom order if I chose the wrong size?

Unfortunately, we do not accept returns or exchanges based on wrong size choices. Please double-check your size on our chart and be certain about your selection before placing an order.

What if I have questions about sizing or custom orders?

If you have any questions or need assistance with sizing or custom orders, please email us at support@shoproseofficial.com. We are here to help and ensure you have a seamless experience with your order.

In-Person Shopping Experience

Where is your physical store located?

Our physical store is at Elpina plaza, 642C Akin Adesola street, Victoria Island, Lagos.

What are your store hours?

We are open from 9 am to 7 pm on Mondays to Saturdays. 

Is there a fitting room available in the store?

Yes, we provide fitting rooms for your convenience.

Delivery timeframes

I have found the perfect dress, how soon can you deliver it? 

All our pieces are hand-made and this process may take a while but we still do our best to deliver as fast as possible.  The regular time frame for shipping will be 7-14 working days depending on your location. For custom orders, please allow 7 working days for processing and an additional 10 working days for delivery.

Which locations do you currently ship to?

We ship to all parts of Nigeria. Orders within Lagos cost N3,000 only while shipping to other states in Nigeria starts at N6,000. International shipping will be calculated at checkout.

Can I track my order?

Yes, once your order is dispatched, you will receive a tracking number and a link to monitor the delivery status.

Returns and refunds

Return Policy:

We gladly offer store credit refunds for all unworn, unwashed, unaltered, and returned items with original tags and packaging. To be eligible, merchandise must be returned within 14 days of delivery, and we must be contacted within 2 days after delivery to initiate a complaint. Please note that items not meeting these conditions won't qualify for a refund.

Return Costs:

Customers are responsible for covering the return shipping fees for all items.

Exchange Policy:

For store credit, items, or a cashless cost of delivery exchange, contact us within 3 days of receiving your order. After this period, the sale is considered final. Keep in mind that returned items must be in fine condition, and customers are responsible for the return shipping costs.

Sale Items:

Sale items are final purchases and cannot be returned for exchange or cashback.

My product has arrived but I noticed a problem. Can I exchange it?

Yes, you can. Simply fill out our return form and a response will be sent to you as soon as possible. 

I do not like my item. I would like a refund. 

If you're not satisfied with your order, we apologize for any inconvenience. Currently, we can offer store credit refunds for items that are unworn, unwashed, unaltered, and returned with original tags and packaging. Unfortunately, custom orders cannot be returned, so it's crucial to ensure your measurements are accurate. 

How can I return an item?

Please complete the returns form on the website (insert link)

Payment 

What type of cards do you accept?

We accept all types of credit and debit cards, including Visa, Verve, and MasterCard.  

I was debited but the website says the payment failed. 

All transactions are secured and safe with Paystack. After a successful transaction, a Paystack receipt is sent to your email. However, if you have not received a receipt, you will need to check the transaction with your bank.