FREQUENTLY ASKED QUESTIONS

Payments

Which payment methods do you accept?

When paying online you have several options. The easiest and most convenient way to pay online is with Paystack. If you do choose Paystack then you can choose to pay using your credit or debit card. 

Alternatively, you can also pay directly via bank transfer. However, you will need to then send on proof of payment to hello@karlanaturals.com for your order to processed.

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Can I pay by cheque/phone/postal order?

Currently, we are only able to accept payment via bank transfer or credit/debit card online. If you are having difficulty placing your order online, please email us for assistance.

 

Order Tracking & Updates

Should I receive a confirmation email?

As soon as you place your order with us you will receive a confirmation email. You will also receive an email from us when we have dispatched your item, along with any tracking numbers. That way you are kept fully up to date with the status of your order.

 

Can I cancel or amend my order?

It is very difficult to cancel or amend an order once it has been placed as we do tend to send orders straight to the dispatch team in order to maintain a speedy turnaround. However, if you do call us immediately (during our opening hours), we may be able to make amendments, although this is not guaranteed.

 

Delivery

What are your delivery charges?

Orders placed to Lagos addresses will be charged a flat rate fee of just N2500. 

Orders outside Lagos will vary based on State.

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For our international customers, the delivery rate is calculated by weight at checkout. International shipping may be subject to import duties or other taxes – these are the sole responsibility of the buyer.

 

When will my order be dispatched?

We aim to dispatch all orders within 2 working days for all in stock products. During sales or other busy periods, this turnaround may be extended, and we urge you to keep an eye on our social media channels for all updates regarding current turnaround and delivery timeframes. You will receive an email from us once your order has been 'Shipped'. 

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What shipping service do you use?

For all our shipments with use a courier service and track to delivery. 

For international shipments, either DHL or TNT  will be used.

How long will it take for my order to arrive?

You should receive your order within 3 working days of placing your order. International shipment times can vary but should arrive within 14 working days. If you have not received your order within this time frame, please get in touch.

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Returns & Exchanges

Can I return/exchange an item I have ordered?

At Karla Naturals we always hope to give you 100% satisfaction with your purchase. However, Karla Naturals offers a 14-day exchange for all customers on non-sale or discounted items for faulty or damaged goods only. 

Please note: we are unable to cover return postage costs. We may also request photographic evidence of damage/wrong item. Also kindly note, discounted items are non-refundable.

 

Contacts

How can I contact you?

Please visit our Contact Us page for full details on how to reach us.