FAQ

ORDERS

Please note tracking is only available once the order has been dispatched. Please click the track here button below to track your order.

Sorry to hear you haven’t received a part of your order! Your order might be sent separately if one or more of the items is on pre-order and is not ready for delivery. If you are missing part of your order, please check:

Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
The receipt/invoice in the bag, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
Your NACK parcel packaging, if your order is arriving in multiple parcels then there will be a note in the bag to let you know the order has been split.
If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team HERE. Make sure to let them know your order number and which items were missing.

We’ve got you covered! We accept the following payment methods:

  • Visa
  • Visa Debit
  • Mastercard
  • PayPal
  • Online transfer
  • Bank deposits

You can be assured that shopping with NACK Apparel is safe! We’re a member of “Verified by Visa” and “Secure by MasterCard”, providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

Once you’ve placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add sales1@nackonline.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email, please contact us

Unfortunately, once your order has left our warehouse it is not possible to amend any details, as our warehouse team will have already sent it out for dispatch. If you would like to change your order, please contact us within 1 hour of placing the order or before you receive the order dispatch email

To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been sent out, you will be unable to cancel it. You will however be able to request a return once you receive (this comes with a cost).

We’re sorry to hear that you’ve received an incorrect or faulty item. Please send us a message with your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps stated in ‘How do I return an item?’ and we’ll do our best to resolve this for you.

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.

SHIPPING

We ship Internationally to most countries in Europe, North and South America, Asia, Oceania and Africa

Delivery Option

Delivery Time

Delivery Cost

Local Pickup (available in Lagos Only)

Location: Yaba (14 Kufeji street, Allagomeji, Yaba) Click for directions (add google map link)

Monday – Friday (9am – 5pm)

Free

Lagos same day delivery (Valid for orders before 11am, Monday to Friday)

Same day

₦2,500

Lagos regular shipping 

24 – 48hrs 

2,000

Other states standard shipping 

3 – 5 working days

3,500

Delivery OptionDelivery TimeDelivery Cost
International standard shipping 3 – 7 working daysVaries with destination country

Orders are dispatched Monday to Friday, any orders placed over the weekend will be dispatched on Monday.

Please note estimated shipping times include processing time at the warehouse and are calculated from the date the order is placed. You may receive a next day delivery dispatch email as late as 12:30am on the day your delivery is expected.

We’ll cover duty costs on all orders however additional taxes may apply according to local legislation. 

Deliveries can be made anytime between 12:00pm and 7:00pm.

Kindly note, we will ensure to inform you via phone call or SMS on the day of delivery. In a situation where you miss your delivery time by either being unavailable or unreachable. A return to deliver means you will be required to make payment of another delivery fee.
We advice alternative drop off contact be provided if you will be unavailable to receive your orders
(Valid for Lagos deliveries only)

Yes, you can have your parcel delivered to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Deliver to same address’ you will then be given the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organisation in the address field as well as the contact’s name to ensure your parcel is successfully delivered.

You can track the status of your order here (‘here’ should link to tracking page)
If you are unable to access the status of your order, please contact us  and we’ll get back to you ASAP.

Due to the ongoing issues with COVID-19 the wellbeing of our customers is a top priority and all the necessary precautions are being put in place to ensure the safety of our customers. This includes contact free delivery, for more information please click here. Stay safe!

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
If you wish to dispute delivery of your order, you have 14 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as delivered to the address set out in the Dispatch Confirmation). We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated delivery costs.

RETURNS, EXCHANGES & REFUNDS

Your experience with our products is important to us , but we understand that sometimes you may need to return an item, that is why we offer a 7-day return policy for nearly all products (see list of non returnable items)
Please review the following return policy to determine if an item is eligible for return.
Products Eligible For Return:

All unwashed, undamaged, unworn, and tagged (or sealed) apparel and accessories are eligible for return within 7 days of receipt. A thorough inspection will be conducted by our staff for any visible signs of wear or damage.
Products Not Eligible For Exchanges or Refund

All facemasks, gift cards, personalised/customised items unless the item has a production error.
In addition, items that do not pass our return inspection will not be accepted and a refund will not be issued. In the event that an item is not accepted, you will be notified via email and responsible for arranging a courier to collect the damaged merchandise from the Nack store at your own cost.
Products must be returned to us within 7 days of the delivery and in a saleable condition so that we can process the return.

All returned products must be unused and in their original packaging with garment tags and any other seals still attached and intact.

An item is eligible for exchange within 7 days from the date of delivery.
In order for the item to be exchanged, it must be unused, unwashed, not tampered with and in the same condition as on the date purchased with the price tags on it.

We can facilitate exchanges by
Direct exchange with the same/another item of the same value.
A website coupon or store credit of the value of the returned items.

Sale Items
Sale items or items purchased in the sale section can be returned for website coupon only.

PROCESSING A RETURN
If you are interested in returning an item, email info@nackonline.com
Returned items that are eligible for exchanges are processed within 3 working days of receipt.
You will not be charged for returns, if the reason for return is one of the following:

  • We sent a wrong item.
  • We sent a wrong size.
  • We sent a damaged item.

Outside these 3 reasons above, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

No cash refunds on any purchase.
All refunds are made to your bank. You will be notified of the payment return via email. Depending on the bank, customers can expect to see funds appear approximately 2–14 business days. All refunds would be processed in Nigerian naira only. Please note the original cost of shipping paid by the customer will not be returned to your account.

Promotions
Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid. If the order contained a free promotional gift, the gift must be included with the return of any related items.

Deliveries, Duties and Delivery Charges
Please note that we cannot return any taxes, duties or delivery charges associated with your order. You will be responsible to get the product delivered back to Nack Apparel

Payment with Bank Transfer/USSD/Debit Cards
All other forms of payment orders returned will be refunded to the naira account that made the payment for the order after.

Need to return? Just follow the process below:

1. Head to our return’s portal here. 

2. Follow the simple instructions on-site – you’ll only need your order number and email address.

3. Repack your unwanted items with all of the tags still attached, ideally in the original packaging. Remember to include a copy of your delivery note / order number.

4. Once we have confirmation of your parcel being received by NACK we will process your return; this usually takes up to 3 – 10 business days.

Ready to return? Click here to start

If you do not want to return the item on your own, you can contact us and request for us to process a return. Please note, NACK does not cover the cost of returns.

PROMOTIONS & DISCOUNTS

  • Enter your promotional code into the “Coupon Code” box at checkout.
  • Hit “Use”
  • If your code has been applied a pink tick will appear and display your savings.
  • If your code is a delivery code and your saving is showing as £0.00 then check you have the relevant delivery option selected for the code.
  • If you see red text saying “Invalid coupon code” check out our promo troubleshooting steps below.
  • Only one promotional code can be used per order.
  • Promotional codes may be switched off on site during busy periods- but we will always let you know if they are switched off.
  • Promotional codes are not applicable to beauty, sale (red prices) or premium items, unless otherwise stated.

Entered a promo code into the “coupon code box”, clicked “use” but getting an “invalid code” message in red text? Check the below helpful tips and FYIs before getting in touch:

  • All codes have an expiry date you know. Check the email in which you received the code to confirm how long you have to use it.
  • Check you do not have any sale (red prices), beauty or premium items in your basket. Codes cannot be used on these.
  • Make sure you are entering the code in capital letters and without any spaces. This is super important!
  • Make sure you are not trying to apply more than one promo code per order.
  • Make sure you have selected the relevant delivery method, if your code is a delivery discount.
  • Some promotional codes only apply to certain items e.g. new in/hotlist. If you received your code on email, the full details of the items the code is applicable on will be included.
  • Items that are already on sale (red prices) will be excluded from any further discount via promo code (unless otherwise stated).
  • If you want to change the code on your order, press the “Change Code” button under the pink tick on the delivery page during checkout.
  • Promotional codes are country specific, so if you are given/find a code check this is relevant for the country you have ordered from.
  • Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.
  • All sale (red prices) and premium items are excluded from promotional code discounts, unless otherwise stated.
  • Some promotional codes are only applicable to selected items, check your email with the code- if there are items excluded then it will say so there.

PRODUCTS & STOCKS

Oh no! This is probably because our advertised products usually sell out very quickly so it may be that they are no longer in stock! But please keep an eye on our Back In Stock section as we are constantly updating it!
Unfortunately, our Customer Service team are unable to help with stock queries, so checking out back in stock is your best bet!
You can also search for a product using our visual search feature- screenshot the item you are looking for, head to the search bar and click the camera icon – follow the instructions from there! (this feature is only available on mobile)

WILL YOU BE GETTING MORE STOCK?
Our popular items can sell out quickly as we are all about FAST fashion. In the meantime, why not browse through our Back In Stock category!
Unfortunately, our Customer Service team are unable to help with stock queries, so checking out back in stock is your best bet!

MY PRODUCT IS THE WRONG SIZE
As a Nigerian company, our clothes are sometimes labelled with UK Sizes. Not to worry, the product will be the size you ordered – just labelled with the UK equivalent size (e.g. UK size 6 is a US size 2). You can see our size guide here to confirm

We’re unable to ship certain products overseas. This can be due to legal or logistical restrictions that prevent us from sending products overseas. Items can include sunglasses, aerosols, beauty items, perfume and some liquids. If we cannot ship a product outside of Nigeria, we’ll always specify on the product page. We’ll also notify you at checkout if there are any restricted items in your shopping bag. If you’ve added an item to your bag that can’t be shipped to your address, the order won’t be completed. To complete your order, you’ll need to remove any items that can’t be shipped to your delivery address.

Heads up! As we are a UK based company, our products will come with UK sizing, but not to worry, all product sizes have been converted accordingly to match sizes in your country. Check out our size guide HERE to check this matches the size you have ordered.

TECHNICAL SUPPORT

At log in, click the “forgot password” option and follow the steps to reset. Unfortunately, due to the law we are not able to manually reset your password, so if you are having issues receiving your password reset email please check your spam and junk and try again. Our customer service team will not be able to resend this or amend your password.

HOW DO I CHANGE MY PASSWORD?
Need to change your password? Log in using your current password, follow the steps under account information. Forgot your password? At log in, click the “forgot password” option and follow the steps to reset. Unfortunately, due to the law we are no longer able to manually reset your password, so if you are having issues receiving your password reset email please check your spam and junk and try again. Our customer service team will not be able to resend this or amend your password.

HOW DO I CHANGE MY EMAIL ADDRESS?
It’s super simple! Just log into your account using your old email address and click on ‘edit email address/password’ under My Info Once these changes have been made, hit continue and your changes will be saved!

HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?
Just hit ‘Unsubscribe’ button at the bottom of the email newsletter.

HOW DO I CHANGE MY SAVED DELIVERY ADDRESS?
Simply log into your account and click the ‘addresses’ option. From here you can either create a new one or edit an existing one.

WHAT SHOULD I DO IF I’VE FORGOTTEN MY PASSWORD?
Simply log into your account and click the ‘payment details’ option and either add, delete or edit your payment options.

HOW DO I CHANGE MY CONTACT PREFERENCES?
You can choose how you want us to contact you about things we think you’d like to hear about. Don’t wanna keep up with our latest goings on, offers and all things NACK? No worries, simply log into your account, click on contact preferences and untick all contact options.