FAQ

Orders:

I Did Not Receive A Confirmation Email After My Order Was Placed ?
We always recommend taking note of your Order Reference number when your order is initially placed. If you have not received your Order Confirmation e-mail please check your junk or spam folders – they are automated emails so they tend to go straight to spam. If you have definitely not received it, please contact our Customer Service team on (+234) 806 755 7841 or email us at sales@lowcarbng.com
What Happens If I Notice That My Personal Details Are Incorrect After Completing My Order?
Contact our Customer Service team immediately on (+234) 806 755 7841 or email us at sales@lowcarbng.com If your order has not been dispatched we can make changes to billing and shipping details. However, if your order has been dispatched we will be unable to make amendments.

What Do I Do If My Payment Is Declined?
If your credit or debit card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same card or place the order again using a different card. If the problem persists, please contact your card issuer. Your name and billing address details must match the cardholder address details held by your card issuer. If, for any reason, there is a problem with payment from your credit or debit card after we have confirmed receipt of your order, we will not be obliged to dispatch your order. We take your personal information and online security very seriously. For the protection of both parties, cards must be authorised. Occasionally, cards will be declined for a number of reasons please contact your bank for more details.

Do You Offer Gift Wrapping?
Yes, gift wrapping is available at an extra cost. Please leave the comment ‘Gift Wrap’ in the comment section at the check-out. During busy periods for example Sales and Christmas, we are unable to gift wrap due to the high volumes of orders. We apologise for any inconvenience caused.

Where Is My Order Confirmation?
As soon as you place an order you should receive an order confirmation email, once your order ships, you will receive a second email notification to the email address you entered on your order. If you do not receive an email confirmation then contact sales@lowcarbng.com with the details of when you placed the order. Please be aware that sometimes your order confirmation may go directly to your junk folder.

My Order Won’t Go Through. What Should I Do?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact sales@lowcarbng.com or call us on (+234) 806 755 7841.

What Happens If An Item On My Order Is Unavailable?
In the unlikely event that we are unable to fulfill items in your order, we will ensure all other items are sent to you and the total cost of your order is adjusted.

Can I Cancel My Order?
After your order is placed, you will have a limited time to cancel your order before it is dispatched. Once it has been dispatched, we are no longer able to cancel it for you. However, we can refund or exchange this for you. Please contact the Customer Service team immediately on (+234) 806 755 7841 if you need to cancel an item.

My Product Is Out Of Stock Online, Can You Tell Me If It Is In My Local Store?
If a product is sold out online it may be available in some of our stores. If you contact customer service on (+234) 806 755 7841 or e-mail sales@lowcarbng.com our customer service representative will be more than willing to assist you.

I Need To Change Something On My Order. How Can I Do That?
If you need to change or cancel your order, please contact sales@lowcarbng.com or contact us on (+234) 806 755 7841 immediately. We generally process orders within 6-12 hours, and once our warehouse has processed your order, we will be unable to make any changes.

Delivery:

What Happens If I Am Out When The Courier Comes?
Orders require a signature to acknowledge receipt upon delivery. The signature of the person accepting delivery at the delivery address will be proof that safe delivery of the order has been received. If no person is available to accept delivery, our couriers will contact you on the number provided in the order form and you can organise to either leave the parcel with a neighbour or somewhere safe nearby. If this is not possible then the parcel will be taken away for redelivery. Our couriers will place a card through your door to let you know that they have been, and which course of action they have taken.

What Do I Do If There Is Something Wrong With My Order?
Please contact our Customer Service team immediately on (+234) 806 755 7841 or email us at sales@lowcarbng.com. Any breakages, damages or discrepancies with your order must be reported to us within 24 hours of delivery

How Can I Track My Order?
You can track your parcel by following the instructions on the email you would have been sent at the time of dispatch.

Which Couriers Do You Use For Delivery?
We use …

What Should I Do If I Have Not Received My Order?
If your delivery has gone over the stated delivery lead time please contact our Customer Service team on (+234) 806 755 7841 or email us at sales@lowcarbng.com. Please quote your Order Confirmation number in your enquiry, so that we can assist you with your query as quickly as possible.

How Long Will It Take For My Order To Arrive?
Please click HERE to see our delivery times.