Email Customer Care
Frequently Asked Questions
We're really quick at packing your order up which means you have limited time to amend your order once you've placed it. This includes changing the items you've ordered, delivery option and delivery address. There are varying time limits in which you can cancel your order dependent on which delivery option you've chosen: Next Day Delivery - 15 minutes after completing your order. Express Delivery - 30 minutes after completing your order. Saver and Supersaver Delivery delivery options - 60 minutes after completing your order. Please contact customer services within the timeframe stipulated for your delivery option.
You must sign up for an account before you can shop with us if you want to save items to your wishlist or track your order delivery.
If you receive a message that says your username/password isn't recognised, follow the steps below: Make sure you are using the same username (typically your email address) and password you registered with. If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account. If you enter your email address and/or password incorrectly three times, your account will be locked. If after this you still can’t sign in, contact our Customer Care Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us. We accept any major credit cards including Visa and Master cards. You may also pay by direct bank transfer. Please select this option and checkout and wait to receive payment instructions.
If the status of your order is showing as 'order processing', it means that we're busy getting your order together ready to be sent out. Your estimated delivery date is on your order confirmation email and includes the time it takes for us to package your order. You'll receive another email when we send your order to you, which will include a tracking link if your order has been sent with one of our trackable delivery services.
If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email or log into your account to view the up to date tracking.
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If your estimated delivery date has passed and you haven’t received your order, please contact customer care immediately.
We understand there are times it just needs to be there ASAP, with our next day delivery service, your package will be shipped overnight and delivered the next day after you place your order. • However, this service is only available to the following states: Abuja, Lagos and Port-Harcourt • Delivery is on the next day (Monday-Friday) if ordered before 12 noon (Tuesday-Thursday), and will be shipped on the next working day if ordered on over the weekend and before 6pm Sunday. • Next Day Delivery costs N3,500 • Delivery is fully tracked and delivery notifications via SMS and email are provided by the carrier.
• Delivery is within 2 working days (Monday-Friday) if ordered before 12 noon (Tuesday-Thursday). That is, if your order is placed on Monday, your expected delivery day will be Wednesday. If you place your order after the cut-off time or at the weekend ( before 6pm Sunday), then you’ll need to add an additional 1 working day to the delivery timeframe. • Express Delivery costs N2,000 • Delivery is fully tracked and delivery notifications via SMS and email are provided by the carrier.
• Delivery is within within 5 working days (Monday-Friday) if ordered before 12 noon (Tuesday-Thursday). That is, if your order is placed on Monday, your latest expected delivery day will be Friday. If you place your order after the cut-off time or at the weekend ( before 6pm Sunday), then you’ll need to add an additional 1 working day to the delivery timeframe. • Express Delivery costs N1,000 • Delivery is fully tracked and delivery notifications via SMS and email are provided by the carrier.
We only accept returns/exchanges on faulty or incorrect items. If you're looking to return a faulty or incorrect item, please contact customer care so we can get this sorted for you. You can return any item for a refund within 3 working days of receiving your original order. You can also exchange your item within 3 days, as long as the new item has the same product code as the original product you ordered. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product. We'll send your replacement to the original delivery address. If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead. All goods will be inspected on return. Items must remain in original and saleable condition to be eligible for refunds or exchanges.
Buying a Pour Femme Gift Card is easy. You'll be able to buy a card for the value of N5,000, N10,000 or N15,000. As we’re an online retailer, we don’t send paper vouchers. You can send the gift voucher to your own OR directly to the recipients email address so you/they can print it out when you/they receive it. Your gift card is activated upon purchase and valid for 3 months from day of purchase. Click here to buy a gift voucher.
Using your Gift Card to pay for an order is easy! You'll just need to click 'Redeem voucher' during checkout when placing your order. As long as the Gift Voucher covers the entire cost of the order, you won't need to make additional payments. If you're spending more than the value of your gift voucher, you'll need to pay the extra using a credit or debit card or direct bank transfer in the usual way. If you're spending less than the value of your gift voucher, the credit will stay on your voucher for you to spend later; you'll need to spend it before the expiry date of the gift voucher.
Did you buy the gift voucher? If you did, you can cancel your order within 30 minutes of completing it. If that timescale has already gone, and the voucher hasn’t been used, get in touch with our Customer Care Team. We will cancel it for you or if it’s because of a mistake in the email address, we’ll change it for you and send you another one.
Contact our Customer Care Team with the following details and they will do their best to replace it for you: The order number you received when you ordered the gift voucher or the email address registered to the account the voucher was ordered from The value of the gift voucher The email address the gift voucher was sent to