Terms & Conditions Of Service

Product Prices and Availability

All prices on Iyaloja Direct are actual market prices which can change without notice. This means that the actual quantity delivered may vary from what we have shown as estimates, depending on the market reality, and customers may receive more quantities or less quantities. Where cheaper, customers will always get more of the products in line with how much they paid or will receive a refund. In cases where an item may be more expensive, customers will pay us the balance for the item. We are unable to contact customers about price changes, but will always buy products worth the full price the customer has paid.

Similarly, due to availability or quality reasons, we may be unable to deliver one or more items in a customer’s order, despite our every attempt.  While we will always try to inform a customer in advance about product unavailability, we may not be able to do this every time due to market situations. Customers will always receive a refund of monies paid for the item(s) not delivered.

Payment, Order Cancellations and Refunds

We can only process and deliver orders for which full payment has been confirmed. While sending proof of payment is required, we cannot process an order only on this basis, as the funds must reflect in our accounts for an order to be processed. In the event that a payment reflects in our account after the order cut-off time and we cannot include the order in that week’s batch, the customer can either wait for the next week or request a refund of monies paid.

Customers may request a full cancellation of their order within 1 hour of placing the order. Refunds for cancelled orders are processed within 24 business hours, and only after payment for that order has been received from the payment processors. A fee applies to all cancelled orders – 2% of the order value or N15,000, whichever is less. We will deduct this fee from the money received and send the balance to the customer.

Other general refunds for items not delivered are processed within 24 business hours of us receiving the customer’s bank details.   

Order Cut-Off and Delivery Timelines

We deliver orders only on Tuesdays and Fridays. For Tuesday delivery, the order cut-off is Sunday by 5pm via the website (WhatsApp orders close at 5pm on Saturdays), while for Friday delivery, the order cut-off is at 5pm on Wednesday across channels. All orders placed after the respective cut-off times will be delivered on the next delivery day after. Please send a message to our Customer Service WhatsApp line at +2348174578684 if in any doubt.  

Delivery Procedures

Delivery is to the parking lot at your location, and customers are responsible for carrying their goods into their own homes. If your estate does not allow delivery bikes inside, customers will be required to collect their orders from the rider at the estate gate. For small orders, if the customer is unavailable at the gate, an additional fee will apply to deliver the order with a car.

We typically deliver orders between 11am and 6pm on market days. However, in the rare occurence of delays due to issues out of our direct control (e.g. out of the usual traffic gridlocks, break-down of delivery vehicle or dispatch bike etc), delivery timeline may be affected. Information will be provided to customers should this arise and every effort will be made to deliver in the quickest time possible. 

Availability of Recipients

Another contact person we can call if the customer’s number is unreachable or they are not picking up must be provided with all orders. We will notify the customer the morning of the delivery day that their order will be dispatched soon. If an order delivery is attempted and the customer or contact person cannot be reached over a 15-minute period, we reserve the right to return the orders to our warehouse, in which case another delivery fee will need to be paid. We will also not be liable for any damages to the goods due to a customer or their alternative contact person not being available to take delivery.



Rewards Program

Customers earn 1 Rewards Point for every ₦1,000 spent on qualifying purchases. Once a customer accumulates 250 points, they may redeem them for a ₦5,000 discount code. Points expire 3 months after they are earned, while redeemed discount codes expire 6 weeks after issue. Discount codes cannot be combined with any other discount, promotion or offer, and cannot be exchanged for cash. Iyaloja Direct reserves the right to modify or discontinue the Rewards program and its terms without notice.

Complaints and Issues Resolution

Any issues or complaints about an order must be communicated to Iyaloja Direct customer service team within 6 hours of receiving your order. If no issues are reported within this period, we will assume all is well with the order. We are unable to take responsibility for any issues reported outside this window.