Delivery Policy

This Delivery Policy explains how Kera Golden Empire ships orders placed on keragoldenempire.com, including our shipping methods, estimated timelines, and applicable charges. We deliver within Nigeria and to customers worldwide.

1. Order Processing

• Orders are processed after payment is confirmed through Paystack.
• Orders are prepared and dispatched within 1–3 business days of payment confirmation.
• Business days are Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays are processed on the next business day.
• You will receive an email (and/or SMS/WhatsApp message) confirming your order, and another notification with tracking details once your order has been dispatched.
• During promotional periods or sales, processing may take slightly longer; we will notify you of any significant delay.

2. Delivery Destinations, Methods, and Timelines

We ship via reputable courier and logistics partners. Estimated delivery timelines after dispatch are:

All timelines are estimates, not guarantees. Deliveries may occasionally take longer due to courier delays, customs processing, weather, security situations, or public holidays. Delivery charges are calculated based on your location and order size, and are displayed clearly at checkout before you pay.

3. Free Shipping and Promotions

From time to time we may offer free or discounted shipping promotions. Where a free-shipping threshold or promotion applies, it will be shown on the Site and applied automatically at checkout.

4. Tracking Your Order

• Once your order is dispatched, we will send you a tracking number and/or courier details.
• You can track your delivery directly with the courier, or contact us at support@keragoldenempire.com or +971502740941 for an update at any time.

5. Delivery Address

• Please ensure your delivery address and phone number are complete and accurate at checkout our couriers will call the number provided to arrange delivery.
• If you need to change your delivery address, contact us as soon as possible. Address changes are only possible before dispatch.
• We are not responsible for delays or failed deliveries caused by incorrect or incomplete address details provided by the customer. Redelivery or reshipping costs in such cases are the customer’s responsibility.

6. Failed and Missed Deliveries

• If a courier attempts delivery and cannot reach you, they will usually attempt to contact you and may re-attempt delivery.
• If a package is returned to us because it was unclaimed, refused, or undeliverable at the address provided, we will contact you. Reshipping will require payment of a new delivery fee. Alternatively, we can refund the product cost (original delivery fees and any return-freight or customs charges incurred are non-refundable in this case).

7. International Orders: Customs, Duties, and Taxes

• International shipments may be subject to customs inspection, import duties, taxes, and clearance fees imposed by the destination country. These charges are not included in our prices or delivery fees and are the customer’s responsibility.
• Customs policies vary by country; please check with your local customs authority before ordering if you are unsure.
• Note that some countries restrict the import of perfumes (which are alcohol-based and classed as flammable goods). It is your responsibility to confirm that fragrance products can be imported to your destination. Orders seized or destroyed by customs due to destination-country restrictions are not eligible for refunds.
• Customs processing can add days or weeks to delivery timelines and is outside our control.

8. Risk and Ownership

Risk in the products passes to you once the order has been delivered to the address provided at checkout (or handed to your authorised recipient). Ownership passes on receipt of full payment.

9. Damaged Parcels and Lost Shipments

• If your parcel arrives visibly damaged, note it with the courier where possible and contact us within 48 hours of delivery with photos. Damaged or leaking products will be replaced or refunded in line with our Refund & Cancellation Policy.
• If tracking shows no movement for an extended period, contact us and we will open an investigation with the courier. Orders confirmed lost in transit will be replaced free of charge or fully refunded your choice.

10. Order Splitting

Occasionally we may ship items in an order separately (for example, if an item is briefly out of stock). You will not be charged extra delivery fees for split shipments initiated by us.

11. Contact Us

For questions about delivery or the status of your order:

Kera Golden Empire
19, Odunukan street, igbobi shomolu lagos
Email: support@keragoldenempire@gmail.com
Phone / WhatsApp: +971502740941