GENERAL

 

How do I search for products?

 

  • Click on the category name on the top bar of the homepage to view the products we have within those categories. You can also use the search bar (“you can search here”) located at the top right of our homepage to find your preferred products.

 

How do I place an order on your website?

 

  • Once you have found your preferred product, just follow the steps below:

 

  1. Select a preferred size/colour/quantity and then click on ‘Add to bag’, to add this product into your cart.
  2. Click on the ‘continue shopping’ tab on the pop-up page to continue shopping, OR
  3. Click on the ‘view shopping cart’ tab on the pop-up page to complete your order process.
  4. You can also adjust quantity and products in your bag on the “cart” page, click ‘update shopping bag’ when done,
  5. Scroll down to enter ‘discount code’ if applicable, zip code to calculate shipping (Note: Postcode/Zip is 234. Click ‘proceed to checkout’ when done,
  6. At checkout, you will need to fill in your personal details and shipping address if you are a new customer, also check the ‘create account for later use’ option.
  7. Click on your preferred payment option before clicking the ‘Place order’ button.

 

If you encounter any problems while placing your order, do not hesitate to contact us on customerservice@hypeandsteam.com.ng

 

How do I register?

 

  • Kindly click on the ‘Register’ located at the top left end of our homepage. A new page opens, if you are an existing customer, click on the ‘registered customers’ tab on the right to sign in. Stay on the left tab ‘new customers’ if you are a new customer to sign up/create an account.
  • Once you click on ‘create an account’, you will be required to fill in some personal information. After updating the required fields, click on the ‘submit’ tab to create your account.

 

Do you sell UK used or fairly used products?

 

  • All the products on our website are brand new UK products. We assure you authenticity and originality.

 

What if I cannot find my particular product on HypeandSteamNigeria?

 

  • If we do not currently have your particular item, please inform us as we are always looking to broaden our product selection and keep our customers satisfied. However, we have a variety of other products that are similar to what you want.

 

 

 

 

 

SHIPPING & DELIVERY

 

Can you deliver to me outside Lagos?

 

  • Yes, HypeandSteamNigeria delivers products to customers Nationwide through our reliable partners.

 

Can you deliver outside Nigeria?

 

  • Currently, HypeandSteamNigeria does not deliver outside Nigeria, however our UK site (https://www.hypeandsteam.com.ng/) delivers worldwide.

 

When will I get my product after I place an order (delivery period)?

 

  • Delivery within Lagos: Minimum of 24 hours and Maximum of 48 hours.
  • Delivery outside Lagos is between 2-5 working days and a maximum of 7 working days for outskirt of the city.
  • Customers are contacted by the delivery personnel to confirm availability for before order is taken out for delivery.

 

How do you charge for shipping?

 

  • A charge is applied based on your order weight and your shipping address.

 

What if I am not home at the time of delivery?

 

  • The dispatch personnel would call you before making the delivery. If you are unavailable to receive your item, a re-delivery will be scheduled within 3 days. Please note that your order will be cancelled after 3 re-delivery attempts.

 

Can my parcel be delivered to an office address?

 

  • Yes. Your parcel can be delivered to any address convenient for you. To make this possible, you must enter your preferred address as your ‘shipping address’ before you checkout.

 

My items haven't arrived yet. What can I do?

 

If you haven’t received your items after the 5th day kindly contact us on customerservice@hypeandsteam.com.ng

 

 

PAYMENT

 

How do I make payment?

 

  • HypeandSteamNigeria has three payment options to choose from: Pay on Delivery. Prepay via local and international MasterCard or VISA through PayStack or Bank Transfer to the Company’s account. When you place your order on our website, these options are displayed and you can choose an option that is suitable for you.

 

 

 

Are your prices negotiable?

 

  • Our prices have already been discounted to make them as competitive as possible. The prices are not negotiable.

 

Will my card details be safe?

 

  • Yes, we use 'Secure Socket Layer' (SSL) technology to encrypt your payment card to ensure your details are safe.

 

Why has my card been declined?

 

  • There can been several reasons why your card has been refused such as the use of a wrong PIN. For further details, please contact your card issuer.

 

Can I use two methods of payment when ordering online?

 

  • Unfortunately, we currently only accept one payment method per order.

 

 

RETURNS

 

What is your returns policy?

 

  • We currently have a returns policy of 7 days from the date of delivery and this applies to all our products. If you are dissatisfied with any product you receive, you can request for a replacement as long as it meets our conditions.

 

I have received a faulty item, what do I do?

 

  • We want all our customers to receive top quality goods. If you think there is a fault with an item you have received, you can return it back to us within 7 days after delivery to assess. If any product is unsatisfactory- due to defective workmanship or materials, we will replace or refund you the purchase price if it meets our timeline requirements. Products that pass quality check, and are deemed satisfactory will be returned to you for your use.

 

I have received my goods but I do not like them, what do I do?

 

  • You can return this product to us; as long as it is in the same state it was delivered. If it is within our 7 days return policy timeline.

 

I have received my order but the wrong item was delivered to me, what should I do?

 

  • Please send an email to customerservice@hypeandsteam.com.ng to schedule a retrieval of the item. For the item to be returned, it must be in an ‘as new’ state with all the seals and tags intact. We will work on retrieving this product and processing a replacement once this claim is validated, as long as it is within our 7 days returns policy.

 

How long do I have to send an item back and get a refund?

 

  • We hope you’ll love every HypeandSteamNigeria purchase you make. But if you ever need to return an item, you can do so within 7 days of receipt.

 

I was charged a shipping charge. Will it be refunded when I return my product?

 

  • We only offer full refunds for returned defective products.

 

How will I receive my refund?

 

  • After an item is retrieved, we refund the full cost of eligible purchases by transferring the entire amount to your Nigerian bank account OR
  • Refund you using a shopping voucher that can only be used on the website (Note; this voucher is valid for one year).

 

Kindly indicate the best method of refund on the return form including all your bank details. We do not give cash refunds. All our refunds are processed through electronic funds transfer.

 

I have not received my refund yet. What do I do?

 

  • You will receive an email once your refund has been processed. Refunds to bank accounts are posted the same day. However, for some banks, there may be delay of 1-2 business days. If you have not received an email regarding your returns after 3 days for retrievals in Lagos and 5 days for retrievals outside Lagos, please email us on customerservice@hypeandsteam.com.ng

 

 

TECHNICAL

 

I am having trouble placing items in the cart. Why is this?

 

In order to put items in the basket, you should adjust the security settings of your browser. Please follow the steps below:

  • For Internet Explorer 6 or 7:
  • Click Tools.
  • In the drop down selection menu, select Internet Options.
  • Click the Security tab.
  • Click the "Security level for this zone" and adjust it to custom level.
  • Scroll down the settings to the scripting box.
  • Select "Enable" in the Active Scripting and Scripting of Java Applets box.
  • Click OK.
  • Click Internet Options and then OK again to accept the settings.

 

  • Mozilla Firefox:
  • Click Tools.
  • In the drop down selection menu, select Settings.
  • Click the Content tab.
  • Check Enable JavaScript and enable Java.
  • Click OK.

 

  • Google Chrome:
  • On the web browser menu click on the "Customize and control Google Chrome" and select "Settings".
  • In the "Settings" section click on the "Show advanced settings..."
  • Under the "Privacy" click on the "Content settings...”
  • When the dialog window opens, look for the "JavaScript" section and select "Allow all sites to run JavaScript (recommended)".
  • Click on the "OK" button to close it.
  • Close the "Settings" tab.
  • Click on the "Reload this page" button of the web browser to refresh the page and continue shopping.