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Frequently Asked Questions

About the Company

What is Glamour.com.ng?

Glamour is Nigeria’s biggest online retailer for international luxury and lifestyle perfume brands and cosmetics. Our goal is to delight you every time you shop with Glamour. Our cutting-edge product range combined with our excellent customer service and easy payment options will ensure just that! See more about the company in our About section.

What is your product range?

All of our products are supplied by authorised manufacturers and are 100% original, authentic brand names. We do not sell knock-offs or imitations. Our range of products covers an impressive selection of cosmetics, as well as women’s and men’s perfumes and colognes, aftershaves, shower gels, deodorant and body lotions. These include leading international luxury brands as well as celebrity brands, such as Dolce & Gabanna, Armani, David Beckham, Hugo Boss and many, many more. Our product selection is kept up to date with the latest product launches, new arrivals and all-time classics.

Why should I shop at Glamour?

Forget about being stuck in traffic, looking for parking, and standing in queues. Shop online at anytime and anywhere and feel gorgeous with Glamour! We offer the most comprehensive array of international luxury and lifestyle perfume brands and cosmetics. This means no more dull days…now it’s easier than ever to look good, feel good, and leave your mark wherever you go! All of our products are supplied by authorised manufacturers and are 100% original, authentic brand names.

Place orders from the comfort of your own home and forget about the hassle of sitting in traffic or waiting in queues at busy shopping malls, only to find out the item you want is out of stock. Glamour has made it quick and easy for you to shop for your favourite brands from our wide range of products we will bring your item directly to you at no additional cost. Unlike other online stores, with us there is no minimum order required.

Shopping with us is risk-free with a 14 day returns policy. We provide a range of payment options, including a cash-on-delivery service, which enables you to pay in cash when your parcel arrives at your door. Our friendly Customer Services team is committed to providing you with the highest level of service.

In short, the benefits we offer are:

  • - The widest range of leading international brands in Nigeria
  • Only 100% original brand names
  • A fast, convenient and secure shopping experience
  • Free door-to-door delivery
  • Cash on delivery payment
  • 14 day returns

How do I contact you?

Contact us by phone on 0817 137 7362 Monday to Fridays from 8am to 8pm and Saturdays from 10am to 6pm. Or send us an email at [email protected]

General

Where do I go to provide comments or suggestions?

We welcome and encourage all feedback. Please direct any comments or suggestions towards [email protected] You can also place a review on a product by visiting the product's page and adding your comment.

How do I unsubscribe from the Glamour newsletter?

Emails sent by Glamour come with an option to unsubscribe. If you click on that option and you will no longer receive news and updates from Glamour.

Privacy & Security

How do I know it’s safe to shop with Glamour?

Your privacy is of the utmost importance to us. We work hard to ensure that your details stay safe and secure. If you want to know more on how we ensure your privacy, please refer to our Privacy Statement.

Do you keep my credit card details?

We do not store your credit card details.

Will my information be shared with third parties?

All personal information provided by you will be treated with the utmost care and responsibility. Your information will not be sold to or shared with any third party. Glamour rightfully respects your privacy. Read more on how we protect your details by referring to the Glamour Privacy Statement.

Technical

I want to start a new account. How do I do this?

Create an account with Glamour now! You can speed up the checkout, register various delivery addresses, and track your orders! Click on ‘My Account’ located on the top right hand side of the page. You will be directed to a new page where you will find the ‘New Customers' button. Click ‘Create an Account’ and enter details as requested and then click ‘submit’. Registration should now be complete. You will receive a confirmation e-mail to the address you registered with

How do I update the details of My Account?

When you are logged in, click on the ‘My Account’ in the dropdown menu that appears next to your name on the top right hand side of the page. You will be directed to your account details. Scroll down to find your account information. Click ‘edit’ next to the section of information that you wish to update. Remember to click ‘save’ to ensure your new details are stored on our system.

How do I log out from My Account?

You can log out by clicking the 'logout' link in the dropdown menu located next to your name on the top right hand corner of the page.

What should I do when I am finding it difficult to order from your website?

Glamour’s website works best with Internet Explorer, Google Chrome and Mozilla Firefox. Please make sure that you make use of the correct and up to date browser when using our website. If you are still experiencing difficulties you can contact Customer Services by using the click-to-call feature on the top of the web page or call us on 0817 137 7362 , or alternatively send an email to [email protected].

Do I need to enable cookies in my browser?

Cookies are the name of small amounts of data sent from a website to your browser. It is then stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information but instead use anonymous unique identifiers. Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended in order to protect your account information. You can log out by clicking the 'logout' link in the dropdown menu located next to your name on the top right hand corner of the page. To find out more about how we use cookies, please see our Privacy Statement.

Orders and purchases

How do I order Glamour online?

Glamour has made it easy for you to find the scent that best reflects you. If you are looking for a particular product simply enter the brand or product name into the search field. If however you want to have a look at different suitable options for you then we have included a number of different filters, including brand name, aroma, fragrance character, bottle colour, and so on. Navigate through the various filters, customise your options and find your perfect match! When you find the item you want you can select it and it will open a new page with more information on it. Should you wish to purchase it then add it to your shopping cart. Upon check out follow the simple ordering instructions. Make sure all the information you provide is correct. If you have any questions regarding any of the individual products, please contact our Customer Services team.

Who do I contact when I need personal assistance with my order?

You are welcome to contact Customer Services. They will be delighted to assist you with your order or any other enquiries you may have. Customer Service operating hours are from 8am-8pm on Monday to Friday and 10am-6pm on Saturdays.

Is there a way for me to view the product before I purchase it?

As Glamour is an online shop, there is no physical store that you can visit and for safety reasons we cannot allow customers to visit our warehouse. This is why we are committed to highly accurate product descriptions and images on our website to help you in your purchase decision. Should you have any queries regarding our products you can contact Customer Services.

Can I purchase a product as a gift?

Yes you can. Just make sure that you enter the correct name and delivery address of the recipient when you place your order. This does not have to be the same as your billing address.

Can I have my product gift wrapped or send a personalized card?

Unfortunately this is not an available option for the time being.

Can I purchase a gift voucher?

At present this service is not offered however why not meet up with your friends or family and shop together on glamour.com.ng? Make sure you sign up to our newsletter to be informed when gift vouchers are available.

What if I made a mistake with my order?

If you have filled in the incorrect delivery address or name or selected the wrong product please contact our Customer Services team immediately. Our deliveries can happen as fast as one day so to avoid having to return a product we urge you to let us know of the change as soon as possible.

Can I cancel my order?

Please contact our Customer Services team immediately via email or telephone.

Stock

What do I do when the item I want is out of stock?

Please take note that items are available while stocks last. Should you have any further enquiries, feel free to contact Customer Services, who will try to source the item from elsewhere.

Can you place items on back order?

Items are not placed on backorder. If your preferred item is sold out, Customer Services will arrange for you to receive store credit or a refund if we are unable to procure the item from another source. In our attempt to avoid these situations, however, the available stock of each item is regularly updated and listed for each item. Please take note of this quantity. For multiple customer orders of the same product we treat them on a first-come-first-served basis.

Can you place an item on hold?

Unfortunately this is not an available option.

How do I know if you carry a certain brand?

Simply enter the name of the brand in the search toolbar. Search results will present you with the available items from that brand if we stock it.

I was unsuccessful in placing my order and now my desired item is appearing out of stock.

Allow 10 minutes for this item to reappear in stock and then try again. Alternatively please contact Customer Services.

When can I expect new products to be listed on your website?

Our website is constantly updated with the arrival of new stock. We update our product range as new products and brands are released. Keep a close eye on New Arrivals.

Pricing

What currency are your prices in?

All pricing is in Nigerian Naira (NGN)

Do your prices include VAT?

Yes, all prices are inclusive of VAT.

Do you match prices if I see an item on sale elsewhere?

We are unfortunately able to price match at this time. However, we do our best to ensure we have competitive prices.

Payment

How can I pay?

Glamour offers you the following payment methods:

  1. Electronic Funds Transfer (EFT)

    Pay via a safe and secure bank transfer. After checkout, please deposit the total amount into the Glamour account. Please make sure you use your order number, which you will find in your confirmation email from us, as a reference. Remember to email your proof of payment to [email protected]. We only begin processing orders using this payment method once we have received the proof of payment.

    Bank: First City Monument Bank PLC
    Branch: Primrose Towers
    Account Name:Hakuni Company Limited
    Account Number:0796218055
    Type of Account: Corporate Current Account

  2. Cash on Delivery (COD)

    Be sure to have the exact amount for cash ready as our delivery men do not carry petty cash. We only accept Nigerian Naira. Cash on Delivery is only available for certain regions.

  3. Credit card

    This is not available payment option yet but we are working hard to integrate it as soon as possible. Make sure you sign up to our newsletter in order to be notified when this system is up and running. In the meantime we are already offering the convenient pay-on-delivery service in Lagos and the major Nigerian hubs.

     

What is Cash on Delivery (COD)?

Also referred to as pay-on-delivery, this option allows you to pay for your order in cash at the time that it is delivered to your door. This is an easy payment option that requires you to have the correct amount of cash when your package is delivered, as our delivery men do not carry petty cash. Take note that all payment should be done in Nigerian Naira and that the COD option is only available for certain cities.

How safe is it to use my credit card to make a payment?

At Glamour we make sure that credit card transactions take place in a safe environment. The Glamour payment system has a 128-bit SSL security encryption certification awarded by Comodo. We do not retain your credit card information once the transaction has been finalised.

What do I do when my credit card details are rejected?

The first step is to confirm with your bank that it is not an issue on their end. If you still experience difficulties, contact Customer Services and we will alert our IT team to rectify the problem.

How do I know if my order was successful?

Successful transactions are followed by a confirmation email, which includes your unique order number, sent to the address that you provide. If for some reason you do not receive a confirmation email, or some form of communication from Glamour within 24 hours, please contact Customer Services to confirm your order.

Shipping & Delivery

How much do I pay for delivery?

We take pride in offering a service where we deliver directly to your door, free of charge.

How long do you take to deliver?

You can expect delivery within 3-5 working days. Deliveries are limited to Nigeria. Glamour is committed to delivering within the stipulated time frame. However, as we are unable to control all external factors and unforeseen circumstances, we are unable to guarantee that all orders will be delivered within the stipulated time frame.

Can my parcel be delivered to an office address?

Yes, your parcel can be delivered to an office address. However, please make sure you enter the address along with your full name upon checkout of your purchase.

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

As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door. If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to receive the delivery, we will leave a card with options either for re-delivery or collection from the courier.

Can I change the delivery address of my order once I have placed the order?

At the moment we do not offer the possibility to change the address of orders that have already been placed. When ordering, please make sure you provide the address best suitable for you to receive your order during our delivery times. These are Mondays to Fridays from 9am to 6pm.

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

Please allow up to 10 working days for your order to arrive. You are able to track the status of your order using the tracking ID sent to your email. If you have any concerns, please do not hesitate to contact Customer Services.

What are your shipping and returns policies?

Our shipping and returns policies can be viewed by clicking here.

Order Status

How do I track the status of my order?

Should you wish to track the status of your order, please use your unique order number (tracking ID) sent to you in your confirmation email. If you have any difficulties with this process, please do not hesitate to contact Customer Services.

Returns & Exchanges

How do I return my purchase?

We strive to keep each and every customer happy. That is why we offer a 14 day returns period. Glamour gladly accepts returns of unopened, unused and undamaged products. Returns are easy and items can be returned for store credit.

In order to return your item, please follow these steps:

  1. Fill out the Return Slip, which is included in each order delivery. If you no longer have your Return Slip, please contact Customer Services and a new slip will be emailed to you.
  2. Pack the order in its original packaging and mark it as "RETURN".
  3. Bring it to a Red Star/FedEx outpost
  4. Pay for the delivery back to Glamour

Should we approve the return, we will provide you with store credit of equal value to your purchase. You can use this credit at your next purchase with Glamour. Please note that in the case that you return your item, you voucher’s validity will not be renewed.

Our address for returns is:

Glamour
Plot 14 Omorinre Johnson Street
Lekki Phase 1
Lagos, Nigeria
	

Glamour reserves the right to claim damages should the returned goods be damaged or show signs of use. Further information on this topic can be found on our Delivery and Returns page.

How long do I have to return my purchase?

Glamour will accept returns within 14 days from the day that you receive your order.

How long will it take to process my return?

Once Glamour has received the returned item(s) from you, the request will be processed within 5 working days.

Does it cost me to return an item?

You will be liable to cover the cost of return shipment to Glamour.

What if I want to exchange my item for another size/series/type?

If you have not yet used or damaged your item and decide to exchange it for a different size, series or type you may do so. Please see How do I return my purchase? and follow the steps accordingly. The details of your exchange must be filled out on the Return Slip.

What if I don't like my purchase?

Customer satisfaction is our top priority. We are committed to highly accurate product descriptions and images on our website to ensure that what you see is what you get. If for any reason you are not satisfied with the item you have received, you may return it. Please see How do I return my purchase?,and follow the steps accordingly. Store credit will be issued to you once the return has been processed.

What do I do if I receive a faulty item?

Strict quality checks are carried out to ensure that our products are of the highest quality and free of defects. However if you have received a faulty item please see How do I return my purchase?. Once the return has been processed and approved, a replacement item will be sent to you accordingly. Should it happen that we are out of stock, Customer Services will contact you to issue you a refund.

What do I do if I receive an incorrect item?

Strict quality checks are carried out to ensure that our products are of the highest quality and free of defects. However if you have received a faulty item please see How do I return my purchase? Once the return has been processed and approved, a replacement item will be sent to you accordingly. Should it happen that we are out of stock, Customer Services will contact you to issue you a refund.

What happens if I need to return an item, but I do not have the original packaging?

If you have changed your mind about a product, it must be returned in its original packaging. Should you no longer have the original packaging available, you will need to provide proof of purchase.

Is it possible to return products bought from the Internet to a stationary store?

No, we are an independent retailer and are in no way associated to any other store. As we are an online store there is no physical shop for you to return your item to. Please see How do I return my purchase?

Store Credit

How do I get store credit?

Store credit is issued when you return an item that you purchased. It is of equal value to your purchase. You can use this credit when you make your next purchase at Glamour. Store credit will be received only when the return has been processed by Quality Control. To qualify for store credit, items must be returned unworn and in the original packaging.

How do I use my store credit?

When you are issued store credit, you receive a voucher number. Please type this voucher number into the allocated field upon checkout on our website to have the credit amount deducted from your retail price.

If you have any other questions that we have not covered please feel free to contact our friendly Customer Services Team at [email protected] or call us directly on 0817 137 7362.

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