FAQ

FAQ2018-02-01T05:34:34+00:00

ORDERING

What currency are your prices in?

Our prices based in Nigerian Naira.

How do I know which size will fit me best?

The Size Guide serves as a general guideline for helping you find your size.  If you have questions about a specific style’s measurements, you can always reach out to our Customer Concierge team. Please include your bust, waist, and high hip/low hip measurements with your note and we’ll help you out.

What if I need to change or cancel my order?

Once an order is placed, we’re unable to make any changes. You can request to cancel your order so you can place a new order with the changes you need. We process orders super fast, and once an order ships we’re unable to cancel it. If you do need us to cancel an order, please reach out to Customer concierge right away and be sure to include your order number in your request. We’ll do our best to catch it before it goes out!

Please make sure your shipping address is correct. Orders with invalid addresses may be returned to us and may delay delivery. If you entered the incorrect delivery address, please contact Customer concierge team right away.

What’s the status of my order?

Once you’ve received your shipping confirmation email we will send you more information on the and status of your delivery. It may take 3-5 days for orders to ship.

If you have any questions about the status of your order please reach out to Customer Concierge Team

What if something I ordered arrived damaged?

Oh no! Contact us right away.

My package is lost!

Oh no! If your package has been lost in transit, please reach out to Customer concierge team right away.

After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

DOMESTIC SHIPPING

How much does shipping cost in the Nigeria?

We offer a fixed price throughout Nigeria, in lagos it costs N1000 and the rest of Nigeria depends on the distance and weight of products.

 EXCHANGES

We accept refund requests only and we do not accept exchange requests.
If you wish to exchange your order, please make a return and place a new order.

RETURN POLICY

  1. Merchandise must be returned to us (arrive at our office) within 7 days of delivery to the customer.
  2. Merchandise must be in its original condition, without fragrance and make-up residue, unworn and unwashed and any gifted items must be returned.
  3. Merchandise must have all tags, including any hang-tags, attached.
  4. Any merchandise in “sale” category cannot be returned.
  5. Any merchandise with discount price cannot be returned. Discount codes are not considered as discount price, hence orders which used discount codes are eligible for return.
  6. All accessories, hats, underwear, hosiery, belts, footwear, socks and bodysuits cannot be returned.
  7. All swimwear returns must have hygiene liners still intact.
  8. All returned merchandises will be granted either as loyalty points (equivalent store credits). We do not make cash refunds to the original payment method (i.e. credit card, Paypal). Please note that original shipping charges are non-refundable.
  9. Returns received at our warehouse after the 7 days window will only be accepted at our discretion.

 PROCEDURE

  1. Contact our Customer concierge with (i) your order number, (ii) desired items to return and (iii) the return reason, to get an authorization code (RMA code). Write this return code outside the package for correct identification.
    Note that without the RMA code, it is difficult to identify the package, so refund process may be very slow or may even pass the deadline.
  2. Send us the return merchandise to this address:Letura Vurale customer service team
    *******************************
  3. Address:
    Return Code #________________
  4. Use any kind of courier that you like (doesn’t have to be Fedex or DHL)

REFUNDS AND PROCESSING

  1. Once return merchandise packages are received, we will contact you with the results of processing and the refund options.
  2. Refunds will be processed within approximately 7 business days after we receive your return.
  3. Original shipping charges are non-refundable.

 DEFECT ITEMS.

  1. Defective or wrong items must be claimed, with images of the defects, within 7 days of receipt and must be in its original condition, unworn and unwashed.
  2. Defective item is granted as exchange to the same item without defect and refund is not allowed unless the item is no longer available.
  3. Return shipping for defect garments will be granted as same amount of loyalty points.

What if I need to exchange something for a different size or color?

Sorry, we are unable to process exchanges. If you would like to exchange something for a different size or color, please return the original item(s) for a full refund and place a new order.

What is your in store return policy?

For in store purchases, we accept returns back for credit  within 7 days of purchase. We accept items in new condition with original tags attached. Please note that all apothecary, lingerie, hosiery, pierced jewelry, eyewear, vintage, swimwear and sale items are final sale. Please return the stuff you buy in­-store back to the store, and return the stuff you buy online through our easy return process.