OUR POLICIES

 
Last Updated: 24 April 2025

PRIVACY POLICY

At Total9ja, we value your privacy and are committed to safeguarding your personal information. We collect only the data necessary to fulfill your orders and improve your experience such as your name, phone number, delivery address, and order history. We do not store or publicly display your email address. Your information is never sold or shared for marketing purposes. However, it may be used to resolve disputes or comply with legal obligations when necessary. All communications are professional, secure, and limited to platforms you've engaged us on (e.g., WhatsApp, Email or SMS). We partner only with trusted third parties for payments and deliveries. By shopping with us, you agree to these terms. For more information, please contact us directly.

EXCHANGE AND REFUND POLICY

Kindly confirm the availability of every design before making payment. We do not offer refund in situations where an order is not available and payment is made, but you are allowed to make an exchange with what is available. Kindly note; we do not offer exchange or refund, when your order is completed or in process. We Offer Refunds (T&C apply)

Refund Policy: Delayed Orders

We understand how important your order is and strive to honor the agreed production timeline. In the rare event of a delay, we will notify you promptly and propose an extended timeline. If we still exceed this extended timeline, you may request a partial or full refund provided that:

  • The delay is within our control (not due to force majeure or supply-chain issues).
  • Production has not yet begun.
  • You submit your refund request within 2 days of the conclusion of the extended production timeline.
Please note: Orders already in production or custom-made items are not eligible for a refund unless the delay exceeds the above grace period. If you have any concerns about your order's timing, please contact us directly. We will do our utmost to find a fair solution.

PAYMENT POLICY

  1.  1: Kindly note we do not take part payments on our ready-to-wear designs.
  2. 2: For Wholesalers orders we only accept 100% payment before production begins.
  3. 3: For Bespoke orders at least 80% payment has to be made before production begins. Balance of 20% needs to be paid before delivery is done.

RETURNS POLICY

On the account that the fault is from total9ja, please make a video of you taking the measurements of the order and send to us. We will be responsible for the amendments and delivery of the order Kindly note, on the basis that your order do not fit as expected, due to wrong measurements or UK dress size sent by you. You will be solely responsible for the cost of amendments and delivery.

DELIVERIES and EXPRESS ORDERS

Dispatch takes 10 - 14 working days after payment. Dispatch timeline can change during a Discount Sales, especially for orders placed at discounted sales price. Kind note if you want your order delivered earlier than our due dates, you are expected to pay an extra 20% of the total amount. Kindly stay close to your phone on our delivery day as inability to reach you would attract an extra fee. For third party deliveries, kindly inform your receiver ahead of time, we won't be responsible for that.

STOCKPILING POLICY

Kindly note that you are not allowed to keep your fabrics or already made orders in our store longer than 3months. In a situation like this, we won't be held responsible for any loss or damage! Kindly note you will be charged an extra 20% of the total amount before delivery of your items.

OPERATING HOURS

We are open from Monday - Saturday: 9am-6pm NOTE: You can book for virtual consultation within working hours, for a guide on how to take your accurate measurement. (No charges)