Frequently Asked Questions (FAQs)
FREQUENTLY ASKED QUESTIONS (FAQs)
Elite & Famous Marketplace
🛍️ PRODUCTS & QUALITY
1. Are your products original and exactly as shown?
Yes. All products listed on Elite & Famous Marketplace are carefully selected, verified, and quality-checked to match the images and descriptions provided on our website.
2. Do your products include only footwear?
No. While we are well known for footwear and fashion items, we also offer a growing range of lifestyle products including accessories, household items, gadgets, electronics, and other everyday essentials sourced from trusted vendors.
3. Do your shoes run true to size?
Most shoes run true to size. Where sizing may vary due to material or design, this is communicated before order confirmation.
4. How do I know the correct size or specification to choose?
Each product includes size or specification details. If you are unsure, we strongly recommend contacting us via WhatsApp before ordering for guidance.
💳 PAYMENTS & SECURITY
5. What payment methods do you accept?
We accept secure payments via Paystack, bank transfers, and other approved payment options displayed on our website.
6. Is it safe to pay on your website?
Yes. Our website uses SSL encryption and trusted payment gateways. We do not store card or sensitive payment details on our servers.
7. Do you offer Pay on Delivery (POD)?
Yes, but only for selected Men’s Shoes and in approved locations. Inspection before payment applies where POD is available.
8. Why is a waybill fee required upfront for some POD orders?
For deliveries outside Lagos or certain locations, an upfront waybill fee helps confirm customer availability and reduces failed deliveries. Any remaining balance is paid upon delivery after inspection.
🚚 DELIVERY & SHIPPING
9. Where do you deliver to?
We deliver nationwide across Nigeria and to selected neighboring countries.
10. How long does delivery take within Nigeria?
- Lagos: Same day – 48 hours
- Western Nigeria: Within 2 working days
- Other states: 2–5 working days
11. How long does international delivery take?
International delivery timelines vary by country and logistics method and are confirmed during order verification.
12. How much is delivery?
Delivery fees depend on location, product category, and order size. Fees are confirmed and approved before dispatch.
13. Who pays for delivery?
Delivery fees are paid by the customer unless otherwise stated.
14. When are orders processed?
Orders are processed within 24–48 hours after payment confirmation or order verification.
15. Can I track my order?
Yes. Tracking details or delivery updates are shared where available.
16. What contact details are required for delivery?
Customers must provide a correct delivery address and a reachable phone number.
17. What happens if delivery fails?
Redelivery charges may apply. Unclaimed orders may be returned or handled according to the logistics provider’s policy.
18. Are there customs charges for international orders?
Yes. Any customs duties, taxes, or local charges are the customer’s responsibility.
🔁 RETURNS, EXCHANGES & WHOLESALE
19. What if a product doesn’t meet expectations or has an issue?
Return or exchange requests may be made within the approved timeframe, subject to our Exchange, Return & Refund Policy.
20. Do you accept refunds?
Yes. Refunds are handled strictly according to our Exchange, Return & Refund Policy.
21. Do you offer wholesale or bulk pricing?
Yes. Wholesale and bulk enquiries are welcome. Please contact us directly for details.
📍 STORE & SUPPORT
22. Do you have a physical store or pickup location?
We operate primarily online but have a verified business address. Physical visits or pickups are by arrangement only.
23. How can I contact customer support?
You can reach us via WhatsApp, phone, or email for assistance.
📞 Phone: 0812 068 0251
📧 admin@elitefamoushub.com
📧 support@elitefamoushub.com
24. Can I cancel my order after shipping?
No. Orders cannot be cancelled once shipped.
25. Why is Pay on Delivery not available for all products?
Pay on Delivery is limited to selected products due to stock sourcing, demand level, and fulfillment structure.
26. What are the benefits of prepaid orders?
Prepaid orders are processed faster, qualify for refund protection where applicable, and may be eligible for checkout discounts or promotions.
