Frequently Asked Questions

We encourage you to set up an account and customize your preferences. Improve your shopping experience by taking advantage of these great benefits:

• Faster checkout: securely save your addresses and billing information for super-fast checkout.
• Order history: receive important information regarding your purchase and track your order up to the moment it arrives. You may also view or print the details of all your past orders.
• Gather together the items you want to remember for later or share with friends: on keemharun.com you can save items to your wish list to keep track of the keemharun.com items you can’t wait to have.
• News and exclusive offers: sign up to receive email updates on new product announcements, gift ideas, special promotions, sales, behind-the-scene content and more.

To create a Kemmharun account, simply click on the create an account link at the top of the site, fill your details into the form displayed and click on Submit.

You can also access the create account page from when you try to access the My Account link.

If you have forgotten your keemharun.com password, click here, you will be prompted to supply the email address associated with your keemharun.com account, then you will receive a temporary password to your email box for use.

to view our security and privacy policies, click here.

Items you place in your shopping bag while you are shopping on keemharun.com will remain there until they are purchased, added to your wish list or removed. Because product availability is not guaranteed until items are purchased, it is possible for an item to become unavailable while it is in your shopping bag. If an item becomes out of stock, you will have to remove it from your shopping bag or we will remove items that remain in your shopping bag longer than 10 days.

OPTIONS IN THE SHOPPING BAG

• UPDATE QUANTITY: to change the quantity of a specific item, click the drop-down arrow in the quantity column and choose a new quantity from the list.
• REMOVE AN ITEM FROM YOUR SHOPPING BAG: to remove an item, click "remove” .
• ADD AN ITEM TO YOUR WISH LIST: if there are items in your shopping bag that you do not wish to purchase immediately but you would like to have a little reminder about them later, you can add them to your wish list or gift registry by clicking "add to wish list”.
• EDIT ITEM DETAILS: to edit item details such as colour or size, click “edit” .
• ADD GIFT WRAP OR A GIFT MESSAGE: to view gift wrap and gift note options, check the box next to “mark as gift."
• PROCEED TO CHECKOUT: when you are ready to purchase your item(s), you have several options:
  • If you are purchasing just one item or you would like to deliver to one location, click the “deliver to one address” button.
  • If you are purchasing multiple items and you would like to deliver to multiple addresses or use multiple delivery methods, click the “deliver to multiple addresses” button.
  • If you would like to use card as your payment method, click “checkout with card” and you will be returned to your delivery method step of our checkout process after tender is accepted by the card company.

Our checkout process is fast, easy, and secure.

When you are shopping keemharun.com and find items that you want to save but not purchase immediately, add them to your wish list as a convenient reminder for future visits to the site. We will save your wish list even after you leave the site, making it easy to relocate and purchase your favourite items in the future. Adding a product to your wish list does not guarantee that inventory will be available when you are ready to buy, but all items you place on your wish list will remain there until they are purchased or removed.

You can access your wish list every time you visit keemharun.com by clicking the wish list link in our header and signing into your account with your email address and password or social log-in.

Either sign into your account or create an account.

when you find an item you would like to add to your wish list, select the “add to wish list” link

Options within your wish list

• To purchase an item from your wish list, simply click “add to bag” and proceed through checkout.
• To remove an item from your wish list, simply click “remove item.”
• To make items on your wish list public, click the check box next to “make this item public.”
• To include a delivery address so family and friends know where they can send your item, simply choose one from the drop-down menu, or add a new one by clicking the edit link.
• To share your wish list via email, click the check box next to “share with a friend” or copy the url address for the wish list and share it however you like.

You can search via email or first name and last name.

When you see an item within the wish list you wish to purchase, simply select “add to bag” and proceed to checkout.

There are four easy steps and are highlighted below:

Step 1: DELIVERY ADDRESS:

If you are not already signed in to your keemharun.com account, you may continue to checkout as a guest. However, to quickly access your saved addresses and payment methods, we suggest signing in to your account using the fields on the right side of the page. You may sign in conveniently using a preferred social network or using the email address and password associated with your keemharun.com account. If you have forgotten your password, click here.

DELIVERY

• Complete all of the required fields in the delivery address form. If you are signed into your keemharun.com account, you may also choose a saved address from the drop down box just below the delivery fields.
• If you are signed in, you can save the delivery address for future use by clicking the "add to address book" checkbox.
• If your delivery address is the same as your billing address, click the "use this address for billing" checkbox.
• When you are ready to move on to the next step, click "continue".

Step 2: DELIVERY METHOD

Your items are arranged based on your chosen delivery address. Use the drop down box next to each shipping address to choose the available shipping methods/charges.

When you are ready to move on to the next step, click "continue".

Step 3: PAYMENT

Be sure you review your order summary on the right side of the page to confirm the items in your shopping bag, gift options, delivery address, and delivery methods before selecting your payment options. You may click back into any step of the checkout process to make adjustments.

OPTIONS ON THE PAYMENT PAGE

CONFIRM YOUR PAYMENT OPTION:
Your delivery address will appear here automatically if you specified for it to be used earlier in the checkout. If not, enter your name and payment option. Your name and payment option must be entered exactly as they appear on your bank statement to avoid any delay in the authorization process. If you are not paying with a bank card, this address will allow us to contact you if any issues arise with your order. Be sure to confirm the address is correct before proceeding. If the address is incorrect or requires editing, click "change address."

Enter the email address where you wish to receive order confirmation emails and further correspondence regarding your orders and shipments.

CHOOSE YOUR PAYMENT METHOD

Once you have verified all aspects of your purchase, select your method of payment.

Webpay: selecting the Webpay option will redirect you out to webpay secure checkout page. Once you complete all options there and your form of tender is confirmed, you will be redirected back to our order confirmation step.

When you are ready to complete your transaction, click the "submit order" button.

We use 3D Secure for payment transactions. 3D Secure is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. The instructions that you see on the pages within our site are coming directly from your card issuing banks (e.g. GTB, Zenith, Access, etc.) and any information you submit on these authentication screens are securely passed to your bank. No information will be captured, stored or viewed on any Keem Harun system.

CASH ON DELIVERY

We accept cash on delivery in central areas of Lagos and Abuja. You can pay with your card on our POS machine carried by our delivery men. If paying in cash, please make sure you have the exact amount as our delivery men do not carry petty cash.

STEP 4: ORDER CONFIRMATION

After you complete the checkout process, you will be directed to the order confirmation page. Here you will see your order number and complete details of your order. We recommend that you print this receipt and save the order information for your records. You will need this information for all references to your order.

Note: we cannot change or cancel an order once it has been placed.

The fulfilment process for most orders of in-stock items begins as soon as your online purchase is completed. These items will be delivered once your payment is approved, the item is located, and the delivery address is verified.

Pre-order items are not yet in stock, but available for advanced order on our site. Therefore a pre-ordered item is delivered directly to your chosen delivery address once it is in stock. As with all purchases on our site, you will not be charged for any item until it is delivered to you. The expected date that the item will leave the distribution centre is indicated on the product detail page. This date is a good estimation of the item’s availability but please note that the date is not firm. Should the expected delivery day change, you will be notified via email or telephoned.

After your order leaves our store, delivery times vary according to the delivery method you select during checkout and the location of your delivery address. Please note that business days are Monday-Friday, excluding public holidays in Nigeria.

Delivery rules and restrictions

We currently deliver to all 36 states in Nigeria and the Federal Capital Territory. Orders are delivered on business days only. Business days are Monday-Friday, excluding public holidays within Nigeria.

Orders of in-stock merchandise with standard delivery to Nigerian locations will be shipped within one business day if received and authorized before 2:00 p.m.

Orders with gift wrap options may require an additional business day for processing.

Please call our customer care team at +234 (806) 928 2550 if you have any questions.

Shipment will be mostly from Lagos and Abuja and distance will be calculated in accordance with kilometre distance from our store location.

Delivery methods and costs

A charge is applied based on your order weight and your delivery address. You will be prompted to choose a delivery method for your purchases(s). Different delivery methods are available depending on the item(s) you wish to purchase and the location to which the items will be delivered. Each delivery method has its own restrictions and charges that will be applied to your order. You can also order online and pick up at one of our stores. This will have to be communicated properly. Please note, some items may offer only one delivery method. as you update your delivery method choices, your order total will adjust accordingly. We have a partnership with DHL for deliveries outside our cash on delivery (COD) locations

Delivery rates are as follows*:

*delivery rates are subject to change.

Our standard delivery period is 1-8 days. However, you will receive a call from our dispatch on the day of delivery.

DELIVERING TO A THIRD PARTY

As soon as your order is dispatched from our store, you will receive an email to confirm that your package is on its way to your door. Dispatch personnel would call you before making the delivery. If you give instruction for product to be dropped with a third party, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out poor product handling after delivery. If you are unavailable to take delivery, a re-delivery will be scheduled. Order would be cancelled after 2 re-delivery attempts. We will do as much as we possibly can to make sure you get your items.

OFFICE DELIVERY

Your parcel can be delivered to an office address. You must enter your office address as your delivery address before you checkout and inform of the best possible time to deliver your products.

DELAYED DELIVERY

Allow at least 8 days for your order to arrive. If you have any concerns, please do not hesitate to contact Customer Service on +234 (806) 928 2550 or email [email protected] (quoting your order number).

Tracking numbers are assigned to packages upon leaving our distribution centre. You can find these tracking numbers in your order and delivery confirmation email as well as in your order history on keemharun.com. It may take up to 48 hours before the package is checked into the carrier's tracking system. While your package has already left our store and is on its way to you, the carrier may not be able to provide information about your package for 48 hours.

As we use multiple carriers and delivery methods, tracking availability may vary depending on the type of item you purchased, the delivery method you selected during checkout and the carrier that is delivering your item(s). Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, your order history at keemharun.com will not offer tracking information, but will still offer order status and other details.

If you have further questions about your order, please contact us at +234 (806) 928 2550

The status of your order is updated regularly on keemharun.com. The order status represents what is happening with your order between the time you place it and the time it leaves our store.

To find your order status, visit the order history page of the “my account” section of keemharun.com. here you will find detailed information about current and past orders. Once your order is en-route, your tracking number(s) will be displayed when available.

We will also keep you up to date about the status of your order by email if you have further questions about your order, please contact us at +234 (806) 928 2550