FREQUENTLY ASKED QUESTIONS

We are an online (e-commerce) store based in Lagos, Nigeria, operating strictly online with a fulfillment center for order processing.

For any questions or assistance, you can easily reach us via: omesbeautymart@gmail.com.

We’re always happy to help and ensure your shopping experience is smooth and safe.

We completely understand why you’d love to shop in person, and we wish we could offer you that experience. We are fully an online store with no walk-in location, with just our order fulfillment facility where orders are carefully packed. This is because most of our customers are outside Lagos State, and we aim to bring your order safely to you anywhere in Nigeria.

Our website:

• Allows you to shop anytime: 24/7 from anywhere in world.
• Provides full product information, including clear expiration dates for all dated items.
• Lists product condition transparently - any flaws like peeled/stained labels, smudged dates or broken containers are clearly shown with photos so you know exactly what you are buying.
• Offers secure payments for worry-free transactions.
• Offers reliable nationwide delivery to your address or pick up location.

Thousands of our customers across Nigeria trust us for a smooth, safe, and hassle-free shopping experience. You’re in good hands.

We want to assure you that we have never scammed anyone. Every order placed with us is fulfilled exactly as listed. Our system is designed to protect our customers by allowing purchases only through our official website, where product availability and information is accurate displayed.

For your safety: Avoid comments like "I want" or "Is this available?" on our social media pages because these attract impostors pretending to be our representatives.

To shop safely and confirm availability, always visit our website directly.

Please also be assured that we will never contact you first unless it relates to an order you have already placed. Our official and primary means of communication is email.

Your trust means everything to us, and we remain committed to providing a safe, transparent and reliable shopping experience.

Just click the 🔍 search icon at the top of our website and type the product name.

The website always shows up-to-date availability. All products listed are ready for delivery. If a product is not on our website, it means we currently don’t have it. This way, you can shop with confidence.

Unfortunately, we do not provide product sourcing services. You can only purchase the products currently listed on our website.

Several payment methods are available on our website, including Bank Transfer, Cards, USSD and others. Feel free to choose the option that you are most comfortable with. Note: We do not offer pay on delivery; only complete payment for products and delivery validates your order.

No you cannot. Only complete payment for products and delivery validates your order.

Our logistics partners charge delivery fees based on location and weight. Therefore, if your delivery payment is inaccurate, we cannot process your order for delivery. We will contact you (by email) to top up your delivery fee if:

• You paid the wrong amount based on your location (for instance, your address is in Abuja, and on our website you selected the fees for Chevron or Ojota, Lagos).
• Your order is heavy and the weight(kg) exceeds the weight shown at checkout. If you are a wholesale buyer, we will email you to top up your delivery.

Paystack confirms payments automatically. Check your email for two immediate notifications:

1. Payment receipt from Paystack.
2. Order confirmation email from Ome's Beauty Mart.

If you don't receive both, your order may have failed or you used an incorrect email address.

We cannot manually verify accounts because Paystack generates a unique, one-time use account with a 30-minute expiration. Please complete your transfer within 10 minutes. Payments to expired accounts are automatically reversed.

Visit www.omesbeautymart.com, use the search 🔍 icon to find your products, add to cart, and follow checkout instructions. Always select the correct delivery category.

To request a cancellation, simply reply to your original order confirmation email

This is the fastest method because our team will immediately see your order details without asking you for extra information.

Which items or orders are NOT eligible for cancellation?

We cannot offer cancellations or refunds in the following cases:

• Sale Items: All items purchased on sale are final.
• Specific Couriers: Orders shipped via GIG Logistics, GUO Logistics, DHL, or Sendbox are processed immediately and are ineligible for cancellation.
• Delivered Items: Once an order is successfully delivered, it cannot be cancelled.

Cancellation requests must be made within 3 hours of placing your order.

This is because we pride ourselves on fast fulfillment, orders are moved to the packing and sorting stage almost immediately. Once 3 hours have passed, we can no longer accommodate cancellation requests.

Can I cancel after my order has shipped?

Yes, but only if the delivery is within Lagos and you are still within the 3-hour window.

• In this case, Your refund will be issued minus the cancellation fee and the delivery fee.
• You must refuse the package from the dispatcher. Do not accept or open it. Once a package is opened or accepted, it is no longer eligible for cancellation.

To cover non-refundable payment processing charges and administrative costs, the following fees apply:

• Orders ₦50,000 or below: ₦1,500 flat rate.
• Orders above ₦50,000: 3% of the total order value.

Here are examples for the two categories:

• A sample order of ₦40,000
• Order total is ₦40,000 (falls under category: ₦50,000 or below)
• Cancellation fee = ₦1,500
• Refund amount = ₦40,000 - ₦1,500 = ₦38,500
• A sample order of ₦120,000
• Order total is ₦120,000 (falls under category: above ₦50,000)
• Cancellation fee = 3% of ₦120,000 = ₦3,600
• Refund amount = ₦120,000 - ₦3,600 = ₦116,400

Why is there a fee for cancelling?

We understand that seeing a deduction can be frustrating, but these fees cover costs that our business cannot recover:

1. Non-refundable bank charges: The moment you pay online, the financial systems deduct a percentage merchant fee to process your secure payment. If you cancel, the processor do not refund this money to us. For example, on a ₦100,000 order, the processor keeps ₦2,500. If we gave you back ₦100,000, our business would actually lose ₦2,500 of our own money.
2. Wasted Materials: Most orders are packed within the first few hours. This involves customized delivery bags, bubble wrap, and printed delivery labels. Once a bag is sealed and a label is printed, they cannot be reused for another customer and must be destroyed. This is a physical loss for us.
3. Labor: Our warehouse staff spend time picking, sorting and carefully packing your items to ensure they arrive safely. The fee helps compensate for the labor already invested in your order.

How long does it take to get my refund?

Once approved, your refund will be processed back to your original payment method within 1–7 working days.

Due to the nature of products we sell (edible products), we do not accept exchanges or returns. We advise you to take as much time as you need when making your purchase by reading up about the products (on google). Check the expiration dates (on our website), product forms (e.g liquid, solid, tablet, softgel, gummy or powder form), condition of the product (sticky, cracked, broken or stained). Repeatedly go over the items in your cart before final check out to avoid errors.

We send waybill details to your email within 72 hours of your order. Please check your email (including inbox and spam/junk folders) before contacting us.

The website does not automatically choose the correct fee. You must manually select the zone that matches your shipping address. Selecting the wrong fee will delay your order.

Our delivery fees are set strictly based on location, and the website does not automatically select this for you. It is important to select the zone that matches your shipping address.

If you select an incorrect zone, here’s what happens;

1. Payment Request: Our team will email you a payment link to pay the outstanding delivery balance.
2. Order Cancellation: If you decline to pay the correct fee, we will unfortunately have to cancel your order because we cannot ship your order at a loss.
3. Deduction: Because we have already incurred non-refundable processing charges to receive your payment and our staff has already begun picking and packing your order, your refund will be issued, minus the standard cancellation fee (₦1,500 or 3% depending on order value).

Why is there a fee if I simply made a mistake?

We understand mistakes happen, but every transaction costs our business money immediately:

• The Non-Refundable Processing Charge: The moment you pay ₦30,000 for example, the payment/transaction processor takes their merchant fee immediately for their service on your transaction. If we refund you the full ₦30,000, the payment/transaction processor will never give us that money back - meaning our business has lost money because of your error.
• The Labor and Materials: To ensure fast shipping, our team often removes your item from the shelf, prints the delivery label, and prepares the packaging within minutes of your order.
• The Administrative Cost: Reversing a transaction and restocking items requires administrative time and labor that has already been spent on your behalf.

The Reality: In the end, your error actually costs our business more than the fee you are being charged. We deduct this small amount simply to cover the direct financial loss incurred by the payment/transaction processing charges and wasted materials.

Refund Timeline

All refunds are processed via Paystack. Once your cancellation is approved, please allow 1–7 working days for the funds to reflect in your bank account.

You will receive an order confirmation email from Ome’s Beauty Mart showing your complete order information and delivery timelines. Please be available for delivery within this time.

Just go straight to your email and check

After successfully placing your order, check your email for:

1. Payment receipt from Paystack
2. Order confirmation email from Ome's Beauty Mart

As soon as we finish processing your order, we send it out for delivery.

This rarely happens, but if you do receive a wrong item kindly contact us immediately you receive your order, by replying directly to your order confirmation email.

Please include an image of the products you received, we will rectify the error.

Currently, our delivery timelines are:

• Lagos State: Within 2 business days.
• Other States:
  • DHL/FedEx: Within 10 business days
  • GUO/GIG logistics: Within 7 business days

These timelines depends on your city and the logistics company's schedule

We DO NOT offer drop-shipping services.

On our website, add your items to cart, wholesale orders recieve automatic discounts once the different threshold on our website is reached

On our website, add your items to cart, wholesale orders recieve automatic discounts once the different threshold on our website is reached

Maximum Duration: 14 days. All sales are final for stockpiled orders.

Steps for Initial Order: Set your Last Name to "[Your Last Name] (STOCKPILE)" and notify us via email, IG, or WhatsApp (+2347032249818) with the message: "Put order [Order Number] On Hold for delivery".

Subsequent Orders: Contact us first to get a code that waives delivery fees.

Delivery Request: Send all order numbers within the 14-day window to process delivery.