Frequently Asked Questions (FAQs)
FREQUENTLY ASKED QUESTIONS (FAQs)
Elite & Famous Marketplace
🛍️ PRODUCTS & QUALITY
1. Will I receive the product shown on the website?
We make every effort to ensure that product images, descriptions, colours, sizes and specifications accurately represent the items offered for sale. Minor visual differences may occur due to lighting, photography or screen display. Customers are encouraged to review the product information carefully and contact us before ordering if clarification is required.
2. Do you sell only footwear?
No. While footwear is currently one of our major product categories, Elite & Famous Marketplace is a growing online marketplace offering fashion, accessories and other selected lifestyle products. Our product range will continue to expand as new categories are introduced.
3. Do your shoes run true to size?
Most shoes follow standard sizing; however, fit may vary slightly depending on the design, material or construction of the footwear. Where relevant, additional sizing information may be provided on the product page or during order confirmation.
If you are unsure about your size, please contact us before ordering.
4. How do I know the correct size, colour or specification to choose?
Available sizes, colours and other product specifications are displayed on the relevant product page where applicable. Please select your preferred available option before ordering.
If you are unsure about any product specification, contact our customer support team via WhatsApp before placing your order.
💳 PAYMENTS & SECURITY
5. What payment methods do you accept?
We accept secure online payments through Paystack, which provides multiple supported payment options at checkout.
Other approved payment methods, including bank transfer where applicable, may also be available depending on the order. The payment options displayed or communicated during checkout or order confirmation will apply to that transaction.
6. Is it safe to pay on your website?
Yes. Payments made through our website are processed through secure payment systems, including Paystack, and our website uses encrypted connections to help protect information transmitted during checkout.
Customers should always complete payments only through payment methods displayed on our website or officially communicated by Elite & Famous Marketplace.
7. Do you offer Pay on Delivery (POD)?
Yes. Pay on Delivery is available for selected eligible Men’s Shoes nationwide, subject to product availability, order verification and delivery feasibility.
Eligible POD orders require a ₦3,000 upfront commitment payment before the order is processed.
Where inspection is available, customers may inspect the item before completing the remaining payment.
8. Why is an upfront payment required for some Pay on Delivery orders?
The ₦3,000 upfront commitment payment helps us confirm genuine orders and reduce failed deliveries before logistics arrangements are made.
Depending on the customer's delivery location, a separate delivery or waybill charge may also apply. Any applicable charges will be communicated before the order is dispatched.
🚚 DELIVERY & SHIPPING
9. Where do you deliver to?
We currently deliver nationwide across Nigeria, including Lagos, Western Nigeria, Eastern, Southern and South-South Nigeria, Northern Nigeria, Abuja and other major locations.
Delivery availability, timelines and charges may vary depending on the customer's exact location, product category, order size and logistics availability.
10. How long does delivery take within Nigeria?
Estimated delivery timelines are:
• Lagos State: 1–2 business days. Same-day delivery may be available depending on order time, exact location and logistics availability.
• Western Nigeria: generally within 2 business days.
• Other states nationwide: approximately 2–5 business days.
These are estimated timelines and may vary due to exact location, logistics conditions, public holidays, weather or other circumstances affecting delivery.
11. How much is delivery?
Delivery fees vary depending on the customer's location, product category, order size and delivery method.
The applicable delivery or waybill fee will be communicated or displayed as appropriate before the order is dispatched.
12. Who pays for delivery?
Delivery or waybill charges are generally paid by the customer unless a product, promotion or order specifically qualifies for free or subsidised delivery.
13. When are orders processed?
Orders are processed after the applicable order requirements have been completed.
For prepaid orders, this includes successful payment confirmation. For eligible Pay on Delivery orders, processing begins after order verification and receipt of the required upfront commitment payment.
Processing time may vary depending on product availability, order verification and logistics arrangements.
14. Can I track my order?
Where tracking is available through the applicable logistics provider, tracking information or delivery updates will be shared with the customer.
Our customer support team also remains available to assist with delivery enquiries until the order is completed.
15. What contact details are required for delivery?
Customers should provide accurate information including:
• Full name
• Active phone number
• State and location
• Complete delivery address
• Landmark, where helpful
Providing accurate and reachable contact information helps prevent unnecessary delivery delays.
16. What happens if delivery fails?
If delivery cannot be completed because the customer is unavailable, unreachable, provided an incorrect address, or for another customer-related reason, additional delivery or redelivery charges may apply.
Unclaimed orders may be returned or handled according to the applicable logistics provider's procedures and our order policies.
🔄 RETURNS, EXCHANGES & WHOLESALE
17. What if a product has a problem or does not match my confirmed order?
Please contact us within the applicable reporting period if you receive a wrong item, defective or damaged product, or an incorrect size, colour, design or specification supplied by us.
Return and exchange requests are assessed according to our Exchange, Return & Refund Policy.
18. Do you accept refunds?
Yes, refunds may be approved where a case qualifies under our Exchange, Return & Refund Policy.
Refund eligibility depends on the circumstances of the order and verification of the reported issue.
19. How quickly should I report a return or exchange issue?
Eligible return or exchange issues should generally be reported within 24 hours of receiving the item.
Customers may be asked to provide order details, photographs or videos to assist with verification.
20. Do you offer wholesale or bulk pricing?
Yes. Elite & Famous Marketplace accepts wholesale and bulk enquiries for eligible products.
Wholesale availability, minimum quantities, pricing and payment requirements may differ from normal retail orders. Please contact us directly for current wholesale information.
📍 STORE & CUSTOMER SUPPORT
21. Do you have a physical store or pickup location?
Elite & Famous Marketplace operates primarily as an online marketplace and has a verified physical business address in Lagos.
Our physical location is used mainly for administration, customer service, order processing, logistics coordination and dispatch. It is not operated as a conventional walk-in retail showroom.
Physical visits or pickups are therefore by prior arrangement where applicable.
22. How can I contact customer support?
You can contact our customer support team through WhatsApp, phone or email for product enquiries, order assistance, delivery information and after-sales support.
WhatsApp / Orders: 0812 068 0251
Phone Support (Calls): 0908 401 1455
Email: admin@elitefamoushub.com
Email: support@elitefamoushub.com
23. Can I cancel my order after it has been dispatched?
Orders generally cannot be cancelled once dispatch has occurred because delivery or waybill arrangements may already have been paid for or committed.
If you need to make a change to an order, please contact us as early as possible before dispatch.
24. Why is Pay on Delivery not available for all products?
Pay on Delivery availability depends on factors including product category, stock availability, sourcing requirements and fulfilment arrangements.
Currently, POD is available for selected eligible Men’s Shoes nationwide, subject to product availability, order verification and delivery feasibility. Other products may require full payment before processing.
25. What are the benefits of prepaid orders?
Prepaid orders can allow faster order confirmation and processing and may qualify for applicable checkout discounts, delivery offers or promotions where available.
All returns, exchanges and refunds remain subject to our Exchange, Return & Refund Policy, regardless of the payment method used.
