Changing or cancelling an order
Contact us as soon as possible if you need to change or cancel an order. If preparation or dispatch has not started, we will do our best to help. Fresh, chilled, perishable, personalised or made-to-order products may not qualify for the usual change-of-mind cancellation right once preparation has begun or where a legal exception applies.
Damaged, faulty or incorrect items
Your statutory rights are not affected. If an item arrives damaged, unsafe, faulty or different from what you ordered, please contact us promptly—ideally within 24 hours for food-safety and courier evidence purposes. Include your name, order reference, a description of the problem and clear photographs where possible.
Do not return food without contacting us
For hygiene and food-safety reasons, please do not post food back unless we ask you to. We may request photographs, packaging details, batch information or safe disposal of the affected item.
Refunds and replacements
After reviewing the issue, we may offer an appropriate replacement, partial refund or full refund. Approved refunds are returned through the original payment method. Bank processing times are outside our control.
Non-perishable goods
Where a statutory 14-day cancellation right applies to an eligible non-perishable item bought online, tell us within 14 days of receiving it. The item should be unopened, unused and safely returned within the required period. Any rights that apply under UK consumer law remain available to you.
Contact
Email hello@naijanaturalsshop.co.uk with the subject “Order problem” and include your order details.