The 7-Day SLA Guarantee

1. What the guarantee covers

For every air-freight order, the clock starts the moment we confirm purchase from the UK retailer and ends when the parcel is delivered to your Lagos address. If that takes more than 7 calendar days, we credit your account ₦10,000 automatically — no claim form, no negotiation.

2. What counts as "delivered"

The clock stops at proof of delivery (POD) — when our rider hands the parcel to you (or a named recipient at your address) and we capture the recipient name, timestamp, and photo. Left-at-door counts only if you pre-authorised it.

3. The cutoff cycle

4. Exclusions — when the guarantee doesn't apply

The 7-day clock pauses (and the guarantee doesn't trigger) in these situations:

• Force majeure: natural disasters, severe weather grounding flights, pandemic restrictions, war, civil unrest, government action.
• Customs holds beyond our control: if Nigerian customs holds your goods for reasons outside our quoted duty/HS-code assessment (e.g. a new restriction, random inspection, mis-declaration by the retailer). We'll communicate within 2 hours and work to release it.
• Incomplete delivery details: wrong address, unreachable recipient, missing KYC for high-value orders.
• You asked us to wait: if you asked us to hold the order (e.g. combining with a later batch), the clock pauses on your instruction.
• Out-of-stock at the UK retailer: if we can't purchase on time because the retailer can't fulfil. We'll tell you within 4 business hours and offer alternatives or a refund.
• Unpaid additional duty beyond the 5% buffer: if customs levies duty that exceeds our 5% buffer AND the law requires you (not us) to pay it (rare — we normally absorb it).

We log every exclusion with evidence and share it with you transparently.

5. How the credit works

• On day 8 (if no exclusion applies), we automatically apply a ₦10,000 credit to your account.
• You can use it on your next order, or request it as a refund to your original payment method.
• Your named concierge messages you with the apology, the credit confirmation, and an honest explanation of what caused the delay.
• We do root-cause analysis on every SLA miss and share learning internally — this is how we improve.

6. Sea freight — not covered by this SLA

Oversized items shipped by sea freight (4–8 weeks) are not covered by the 7-day guarantee — the timeline is too variable. Instead, your concierge quotes a delivery window per shipment and updates you every 2 weeks with photos. If a sea-freight order is significantly delayed beyond the quoted window, we'll discuss a goodwill credit case by case.

7. The spirit of the guarantee

This guarantee exists to make a promise we intend to keep. We don't want to pay ₦10,000 credits — we want to deliver in 7 days. When we miss, we own it fast and honestly. That's the deal.

Related: Terms of Service · Returns & Refunds · Prohibited Items · Privacy & KYC