Frequently Asked Questions

Placing an order on Trooworths is simple:

1. Browse our products and click on an item to view details.
2. Select your preferred options (size, colour, quantity) and click "Add to Cart".
3. When you're ready, click the cart icon and select "Proceed to Checkout".
4. Enter your delivery address and contact information.
5. Choose your preferred payment method and complete the payment.
6. You'll receive an order confirmation email with your order details.

You can also shop as a guest, but we recommend creating an account to track orders and enjoy faster checkout.

We accept a variety of payment methods for your convenience:

• Debit/Credit Cards: Visa, Mastercard, Verve
• Bank Transfer: Direct transfer to our bank account
• USSD: Pay using your bank's USSD code
• Mobile Money: Various mobile payment options
• Pay on Delivery: Available for select locations in Lagos (conditions apply)

All online payments are processed securely through our trusted payment partners (Interswitch, Paystack, Flutterwave). We do not store your complete card details on our servers.

Yes, your payment information is completely secure. We take security very seriously:

• All payment transactions are encrypted using SSL (Secure Socket Layer) technology.
• We are PCI-DSS compliant, meaning we meet international security standards for handling card data.
• We never store your complete card details on our servers.
• Payments are processed through trusted and certified payment gateways.
• We use 3D Secure authentication for additional protection on card payments.

For more information, please read our Privacy Policy.

You can modify or cancel your order if it hasn't been processed for shipping yet:

• Within 1 hour: You may be able to cancel directly from your account under "My Orders".
• After 1 hour: Contact our customer support immediately at support@trooworths.com or call our hotline.

Once an order has been dispatched, it cannot be cancelled. However, you can refuse delivery or return the item following our Return Policy.

Note: Order modifications (changing size, colour, or quantity) may require cancelling the original order and placing a new one.

If your payment failed, here are some steps to resolve it:

1. Check your card details: Ensure the card number, expiry date, and CVV are correct.
2. Verify your balance: Make sure you have sufficient funds in your account.
3. Check for bank restrictions: Some banks block online transactions by default. Contact your bank to enable online payments.
4. Try another payment method: Use a different card or switch to bank transfer.
5. Clear browser cache: Sometimes clearing your browser cache and cookies can help.

If money was deducted but you didn't receive an order confirmation, please wait 24 hours for automatic reversal. If not reversed, contact us with your payment reference for assistance.

Yes, you will receive a digital invoice:

• An invoice is included in your order confirmation email.
• You can download invoices from your account under "My Orders" > "Order Details".
• A printed invoice is included with your delivered package.

If you need a formal tax invoice or a duplicate copy, please contact our customer support team with your order number.

Delivery times depend on your location and the shipping method selected:

Same-Day Delivery: Available in Lagos and Abuja for orders placed before 12:00 PM.

For complete details, see our Shipping Policy.

Shipping costs are calculated based on:

• Your delivery location
• The weight and size of your order
• The shipping method you choose (Standard, Express, Same-Day)

The exact shipping cost will be displayed at checkout before you complete your order.

Free Shipping: We occasionally offer free shipping promotions on orders above a certain value. Check our homepage for current offers!

You can track your order in several ways:

1. Email: Once shipped, you'll receive a dispatch email with a tracking link.
2. My Account: Log in and go to "My Orders" to see real-time status updates.
3. SMS: You'll receive SMS notifications when your order is out for delivery and when delivered.
4. Customer Support: Contact us with your order number for status updates.

Please note that tracking information may take up to 24 hours to update after dispatch.

We deliver to all 36 states in Nigeria and the Federal Capital Territory (FCT), Abuja.

Some remote areas may have limited delivery options or extended delivery times. During checkout, you'll see if your location is serviceable and the available shipping options.

International Shipping: We currently do not offer international shipping. All orders must be delivered to addresses within Nigeria.

If you're not available when delivery is attempted:

• The delivery person may leave the package with a trusted neighbour or building security.
• They may attempt redelivery the next business day.
• A delivery notice will be left with instructions for rescheduling or collection.

After multiple failed delivery attempts, the package may be returned to our warehouse. Additional shipping fees may apply for redelivery.

Tip: Provide alternative contact numbers and delivery instructions during checkout to ensure smooth delivery.

Address changes are possible but depend on the order status:

• Before dispatch: Contact us immediately at support@trooworths.com with your order number and new address.
• After dispatch: Address changes are generally not possible once the order is with the courier. However, you may contact the delivery partner directly using the tracking information provided.

Important: If the new address is in a different delivery zone, additional shipping charges may apply.

If your tracking shows "Delivered" but you haven't received your package:

1. Check with family members, neighbours, or building security who may have received it on your behalf.
2. Look around your delivery location (porch, mailbox, behind gates).
3. Wait 24 hours as sometimes tracking updates before actual delivery.
4. Contact us immediately at support@trooworths.com with your order number.

We will investigate with our delivery partner and resolve the issue as quickly as possible.

We offer a 7-day return policy from the date of delivery. To be eligible for a return, items must:

• Be unused and in the same condition as received
• Be in original packaging with all tags attached
• Include all accessories, manuals, and free gifts

Some items cannot be returned, including perishables, personalised items, intimate apparel, and digital products.

For complete details, see our Return Policy.

To return a product, follow these steps:

1. Contact Us: Email returns@trooworths.com with your order number, the item(s) you want to return, and the reason.
2. Get Approval: Our team will review your request and issue a Return Merchandise Authorization (RMA) number if approved.
3. Package the Item: Pack the item securely in its original packaging.
4. Ship the Return: Send the package to the address provided, with the RMA number clearly marked.
5. Receive Confirmation: We'll notify you once we receive and inspect the return.

Important: Returns without an RMA number will not be accepted.

Return shipping costs depend on the reason for return:

• Our Fault: If we sent the wrong item, a defective product, or an item not matching its description, we will cover all return shipping costs.
• Change of Mind: If you simply changed your mind or ordered the wrong size/colour, you are responsible for return shipping costs.

We recommend using a trackable shipping service for your return.

Once we receive and approve your return, refunds are processed as follows:

• Inspection: 2-3 business days to inspect the returned item.
• Processing: 7-14 business days to process the refund after approval.
• Bank Processing: An additional 5-10 business days for your bank to reflect the credit.

Refunds are credited to the original payment method used for the purchase. You'll receive an email confirmation when the refund is initiated.

Yes, we offer exchanges for different sizes, colours, or variants:

1. Contact our customer support within 7 days of delivery.
2. Specify the item you'd like in exchange.
3. Return the original item following our return process.
4. Once received, we'll ship the replacement.

Exchanges are subject to availability. If there's a price difference, you'll either pay the extra or receive a partial refund.

We're sorry to hear that! Here's what to do:

1. Contact us within 48 hours of delivery at returns@trooworths.com.
2. Provide your order number and clear photos of the damage/defect.
3. We'll review and offer a resolution: full refund, replacement, or repair.
4. We'll arrange pickup at no cost to you.

Do not discard the damaged item or packaging until the issue is resolved.

Yes! If you prefer, you can opt for store credit instead of a refund to your original payment method.

Benefits of store credit:

• Issued instantly upon return approval (no waiting for bank processing).
• Never expires.
• Can be used on any purchase on our website.

Simply let our customer support team know your preference when initiating the return.

Creating an account is quick and easy:

1. Click "Sign Up" or "Create Account" at the top of any page.
2. Enter your email address and create a password.
3. Fill in your personal details (name, phone number).
4. Verify your email address by clicking the link sent to your inbox.
5. You're all set! Start shopping.

You can also sign up using your Google or Facebook account for faster registration.

To reset your password:

1. Click "Login" and then "Forgot Password?"
2. Enter the email address associated with your account.
3. Check your email for a password reset link (also check spam/junk folder).
4. Click the link and create a new password.
5. Log in with your new password.

The reset link expires after 24 hours. If you don't receive the email, contact our support team.

To update your account information:

1. Log in to your account.
2. Go to "My Account" or click your name in the header.
3. Select "Account Settings" or "Profile".
4. Update your details (name, email, phone, password).
5. Click "Save Changes".

You can also manage your saved addresses and payment methods from the same section.

If you wish to delete your account:

1. Log in to your account.
2. Go to "My Account" > "Account Settings".
3. Scroll to "Delete Account" at the bottom of the page.
4. Follow the prompts to confirm deletion.

Please Note:

• Account deletion is permanent and cannot be undone.
• Any pending orders will still be processed.
• Order history and associated data will be retained for legal compliance.
• Store credits and loyalty points will be forfeited.

Alternatively, email privacy@trooworths.com to request account deletion.

Yes, protecting your personal information is a top priority:

• We use industry-standard encryption (SSL/TLS) to protect data transmission.
• Your password is stored in encrypted form that even we cannot read.
• We comply with the Nigeria Data Protection Regulation (NDPR).
• We never sell your personal information to third parties.
• We only collect information necessary to provide our services.

For complete details on how we handle your data, read our Privacy Policy.

You can manage your email preferences in several ways:

• Unsubscribe Link: Click the "Unsubscribe" link at the bottom of any marketing email.
• Account Settings: Log in, go to "My Account" > "Communication Preferences" and adjust your settings.
• Contact Us: Email support@trooworths.com with your request.

Note: You'll still receive transactional emails (order confirmations, shipping updates) even if you unsubscribe from marketing communications.

Yes, absolutely! We guarantee 100% authenticity:

• All products are sourced directly from manufacturers or authorised distributors.
• We have zero tolerance for counterfeit products.
• Products come with original manufacturer packaging and warranties where applicable.
• If you ever receive a product you believe is not genuine, contact us immediately for investigation and full refund.

We make every effort to display products accurately, but slight variations can occur due to:

• Screen Settings: Colour appearance varies based on your device's display settings and calibration.
• Lighting: Product photos are taken under professional lighting which may differ from natural light.
• Manufacturing: Some products may have minor variations between production batches.

Always check the product description for exact specifications. If the product you receive is significantly different from what was advertised, you can return it under our return policy.

We strive to offer competitive prices and occasionally offer price matching under certain conditions:

• The competitor must be an authorised retailer in Nigeria.
• The product must be identical (same brand, model, size, colour).
• The competitor's item must be in stock and available for immediate purchase.
• The price must be publicly advertised (not a special member-only deal).

Contact us at support@trooworths.com with a link to the competitor's listing for review.

For out-of-stock items, you can set up a notification:

1. Go to the product page.
2. Click "Notify Me When Available".
3. Enter your email address.
4. You'll receive an email as soon as the item is back in stock.

You can also add items to your wishlist and check back periodically, or follow us on social media for restock announcements.

Yes! We regularly offer sales and promotions:

• Seasonal Sales: End-of-season clearance, holiday sales.
• Special Events: Black Friday, Cyber Monday, Independence Day sales.
• Flash Sales: Limited-time offers on select products.
• Exclusive Offers: Special discounts for newsletter subscribers and loyal customers.

To never miss a deal:

• Subscribe to our newsletter.
• Follow us on social media.
• Check our "Deals" or "Sale" section regularly.

Warranty coverage varies by product:

• Electronics: Most electronics come with manufacturer warranties ranging from 6 months to 2 years.
• Appliances: Typically include 1-year manufacturer warranty.
• Fashion & Accessories: Generally do not include warranties but are covered by our return policy.

Warranty information is listed on individual product pages. Keep your receipt/invoice as proof of purchase for warranty claims.

For warranty service, contact the manufacturer directly or reach out to our support team for assistance.

We currently have two physical stores in Lagos:

Victoria Island Store:
Ground Floor Left Wing, Silverbird Galleria,
Plot 133, Ahmadu Bello Way,
Victoria Island, Lagos.

Anthony Store:
Plot 141B, Oshodi-Gbagada Express Way,
Anthony Bus Stop,
Anthony, Lagos.

Coming Soon: Ikoyi Store

Visit our Contact Us page for store hours and directions.

Yes! We offer free in-store pickup at our Victoria Island and Anthony locations:

1. During checkout, select "Store Pickup" as your delivery method.
2. Choose your preferred store location.
3. Complete your order and payment.
4. You'll receive an email/SMS when your order is ready (usually within 24-48 hours).
5. Visit the store with your order confirmation and a valid ID to collect your order.

Note: Orders must be picked up within 7 days. After this period, uncollected orders may be cancelled and refunded.

Our stores are open:

• Monday - Saturday: 9:00 AM - 8:00 PM
• Sunday: 12:00 PM - 6:00 PM

Hours may vary on public holidays. Check our social media pages for holiday hours.

Online Store: Our website is available 24/7 for shopping!

Yes, you can return eligible online purchases to any of our physical stores:

1. Bring the item in its original condition and packaging.
2. Bring your order confirmation or receipt.
3. Bring a valid ID matching the order details.
4. Our staff will process your return in-store.

In-store returns follow the same Return Policy as online returns (7-day window, same eligibility conditions).

Generally, yes. Our prices are consistent across online and physical stores. However:

• Online-exclusive promotions may not apply in-store.
• In-store exclusive deals may not be available online.
• Clearance items may vary by location based on inventory.

For the best deals, check both our website and visit our stores!

Yes! We offer gift wrapping for a small additional fee:

• Online: Select "Gift Wrap" option during checkout and add a personal message.
• In-Store: Ask any staff member for gift wrapping services.

Gift wrapping is available for most products. The item will be beautifully wrapped and can include a gift message. Receipts are not included with gift-wrapped orders.

We're here to help! You can reach us through:

• Email: support@trooworths.com
• Phone: +234 904 410 0001 (Mon-Fri 8AM-6PM, Sat 9AM-3PM)
• WhatsApp: +234 904 410 0001
• Live Chat: Available on our website during business hours
• In-Store: Visit any of our physical locations
• Contact Form: Contact Us page

We aim to respond to all inquiries within 24 hours.