FAQ

KeepRockiN Luxury

Frequently Asked Questions (FAQ)

Ordering & Shopping

Q: How do I place an order?
A: Simply browse our collections, select your desired items, choose your size, and add them to your cart. Proceed to checkout, fill in your delivery details, and complete payment. You’ll receive an order confirmation via email immediately.

Q: What sizes do you offer?
A: We offer a wide range of sizes from S to 3XL for most items. Each product page includes a detailed size chart to help you find your perfect fit. If you need assistance with sizing, contact our customer service team.

Q: Can I modify or cancel my order after placing it?
A: Yes, but only within 2 hours of placing your order. Contact us immediately via WhatsApp or email with your order number. Once your order is processed for shipping, modifications are no longer possible.

Q: Do you restock sold-out items?
A: Popular items are restocked regularly. You can sign up for restock notifications on any product page, and we’ll email you when the item becomes available again.

Payment & Pricing

Q: What payment methods do you accept?
A: We accept card payments (Mastercard, Visa, Verve), bank transfers, and USSD payments through our secure Flutterwave payment gateway. All transactions are processed in Nigerian Naira (₦).

Q: Is it safe to use my card on your website?
A: Absolutely! We use Flutterwave’s secure payment infrastructure with SSL encryption. We never store your card details on our servers.

Q: Do you offer payment on delivery?
A: Currently, we require full payment before shipping to ensure smooth order processing and delivery. This helps us maintain our quality service and fast delivery times.

Q: Are prices negotiable?
A: Our prices are fixed to ensure fairness to all customers. However, we regularly run promotions and offer discounts – subscribe to our newsletter to stay updated on special offers!

Shipping & Delivery

Q: Where do you deliver to?
A: We deliver nationwide across Nigeria. Major cities like Lagos, Abuja, Port Harcourt, Ibadan, Kano, and Enugu typically receive faster delivery.

Q: How long does delivery take?
A:

  • Lagos: 2-4 business days
  • Abuja, Port Harcourt, Ibadan: 3-5 business days
  • Other states: 5-7 business days

Please note that delivery times may vary during peak periods or public holidays.

Q: How much is delivery?
A: Delivery fees vary based on your location and order size. You’ll see the exact delivery cost at checkout before completing your payment.

Q: What if I’m not available when delivery arrives?
A: We will contact you before delivery. If you’re unavailable, we’ll attempt delivery again or you can arrange an alternative delivery time or pickup location.

Returns & Exchanges

Q: What is your return policy?
A: We offer a 7-day return policy from the date of delivery. Items must be unworn, unwashed, with original tags attached, and in their original packaging.

Q: How do I initiate a return?
A: Contact our customer service team via email or WhatsApp within 7 days of receiving your order. Provide your order number and reason for return. We’ll guide you through the process and arrange pickup.

Q: Do you offer exchanges?
A: Yes! If you need a different size or color, we’re happy to exchange items subject to availability. The same 7-day window and condition requirements apply.

Q: Who pays for return shipping?
A: If the return is due to our error (wrong item, damaged goods, defect), we cover return shipping. For size changes or change of mind, the customer covers return shipping costs.

Q: How long do refunds take?
A: Once we receive and inspect your returned item, refunds are processed within 5-7 business days. The refund will be credited to your original payment method.

Product Information

Q: Are your products original/authentic?
A: Absolutely! KeepRockiN Luxury sources only premium, authentic fabrics and materials. We stand behind the quality of every item we sell.

Q: How do I care for my KeepRockiN Luxury items?
A: Each item comes with specific care instructions on the label. Generally, we recommend gentle washing, avoiding harsh detergents, and following temperature guidelines to maintain fabric quality.

Q: Do colors look the same in person as on the website?
A: We photograph our products in natural lighting to ensure accuracy. However, colors may appear slightly different depending on your screen settings. If you’re unsure, contact us for more details about specific items.

Q: Can I see products in person before buying?
A: We currently operate online only to keep costs low and pass savings to you. However, our detailed product descriptions, size charts, and customer reviews help you make informed decisions.

Account & Customer Service

Q: Do I need to create an account to shop?
A: No, you can checkout as a guest. However, creating an account lets you track orders easily, save your favorite items, and enjoy faster checkout on future purchases.

Q: I forgot my password. What should I do?
A: Click “Forgot Password” on the login page and follow the instructions. You’ll receive a password reset link via email.

Q: How can I contact customer service?
A:

We typically respond within 24 hours on business days.

Q: Do you have a physical store?
A: We’re currently an online-only store, which allows us to offer competitive prices and serve customers nationwide. Follow our social media for updates on future pop-up shops or showroom opening

Still have questions? Contact us at keeprockinqualityluxury.com or via WhatsApp and our team will be happy to assist you!