FREQUENTLY ASKED QUESTIONS

How do I contact Crotchet Extensions customer service?

You can call us on 08083499893 during normal business hours Monday-Friday 9:00AM – 6:00PM WAT or by emailing us at hello@crotchetextensions.com.

How do I resolve sign-in issues with my account?

 If you are having trouble signing in, please check that you are using the same email address and password you used to register with us. Our passwords are case sensitive, so check that you haven’t accidentally left Caps Lock on.
 If you forget your password, you can reset it by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.

How do sales and vouchers work?

During sales and promotional periods, percentage discounts may be offered for certain items on the website.  Discounts are applied to the original price of the product unless otherwise stated and does not apply to discontinued or clearance products.  In instances of multiple discounts only the highest discount will be applied.  Crotchet Extensions retains the right to limit purchase quantities and product types at its discretion during these promotional periods.

Do you offer wholesale purchase?

Yes we do. Please kindly click the “Contact Us” link on the home page to fill the Wholesale request form. A representative will be in touch with you upon receipt of the form. Please give 1-3 working days for revert.

What do I do when a product is sold out?

You can pre-order for that item by contacting us through our various channels (phone, email or through social media). Your order will be noted and you will be asked to pre-pay for the order to guarantee it. If you choose not to pay and decide to wait till said item becomes available, you will be told when to expect availability and you can check the website on said date to place your order. The item will not be held for you if you choose not to pay.

What should I do if my order isn’t delivered?

If your order has not been delivered within the communicated timeline for your area, please kindly contact us immediately. Remember to include your order number within your message, as this will help us properly locate your item. 
In the unlikely event that we are unable to locate your parcel, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 5 working days. If appropriate, a refund will be issued to you.

What happens if my item is back-ordered?

Should an item be back-ordered or be unavailable we will try our very best to provide the most accurate date of availability or list of alternatives.  Should items be delayed or backordered beyond a reasonable time they will be refunded from your order and any remaining items shipped.  If you have any questions or concerns you can contact customer service for assistance.

My order has been confirmed but I received an email saying one of the items is out of stock. Why has this happened?

Unfortunately, although our systems showed available stock when your order was placed, when we checked our warehouse, we found that the product was not available. If payment has been made, your money will be refunded immediately.

 

Can I cancel/change my order after it has been confirmed?

We may be able to cancel or change your order but we can only do this by telephone. You need to call us as soon as possible after you have placed your order otherwise it may be too late.
 Please call us on our hotline +234 (0) 8083499893. Kindly note – If you do not contact us in time, your order will be dispatched and you will have to pay a return fee.

Why was my credit card declined?

There are a variety of reasons that transactions can be declined. Be sure to confirm that your billing and shipping addresses match your payment method. Verify your expiration date, your CCV code and that your card is activated. In some cases you may be required to provide additional information and/or fill out a credit card authorization form.

 

What happens to my payment information after my transaction is processed?

Crotchet Extensions tries to be very proactive in protecting all of our client’s information. No credit card information is ever stored and all transactions are done on secured pages.

 

How can I pay on your site?


We accept major debit/credit cards on our platform. We also offer bank transfer payment options, which should be made within 24hours of order placement to prevent order cancellation. Your order will be shipped as soon as we receive the funds.

Delivery times and charges?


Deliveries are within 2-3 working days of placing your order between the hours of 9am-5pm for Lagos orders and 2-5 working days from order pickup for orders outside Lagos. Adverse weather or other events may cause delays however Crotchet Extensions will do its best to process orders immediately following such delays.

In some cases a signature may be required but if nobody is available when your parcel is delivered and there isn’t a safe place to leave the parcel, the delivery driver will leave a calling card with instructions on how to rearrange delivery. Kindly ensure you are up to date with details of your order to ensure successful delivery by checking your account updates frequently. If you will not be available within the delivery period, please let us know so we can reschedule delivery. 
LAGOS Standard Delivery costs N1,000 flat on all orders with free delivery when you order over N30,000 worth of products from us.
 Unfortunately, the free delivery option for purchasing products worth N30,000 applies to Lagos residents only and it is exclusive of wholesale purchases.
 FOR OTHER STATES in Nigeria, Standard Delivery costs N2,000 flat on all orders.
 Please note that delays in delivery may occur during public holidays.

 

Do you offer payment on delivery?

Unfortunately, we do not offer this service at this time but it may be offered in future.

 

Do you deliver to offices?


Yes, you can have your orders delivered to any address within our coverage that is convenient for you.
 You can also enter delivery instructions when you are placing your order e.g. “leave with receptionist Rosemary”. However, Crotchet Extensions is not liable for any parcels lost or stolen if the carrier follows specific delivery instructions.

Do you offer free shipping?

We offer free shipping on orders above N30,000 (excluding all discounts, vouchers, reductions) for Lagos only. Your shopping cart will automatically provide this option for qualifying orders.

 

Are there any restrictions or limitations for Standard or Express Shipping Orders?

Some restrictions may apply. Orders exceeding weight or size may require additional postage. We will make every effort to ship your items together in one package within a similar time frame.  Should multiple packages be shipped we will e-mail confirmation and tracking for each separate package.  In certain cases we may contact you with a quote if additional charges or shipping times are added beyond what is originally estimated.

 

Do you ship internationally?

Yes, we are happy to ship internationally to all allowable countries.  Shipping times and prices vary.  Shipping price is subject to change based on the weight of your package. You will be contacted if your shipping cost goes higher than our estimated cost on the site for your region. Items shipped outside may be subject to customs delays, tariffs, duties, taxes and/or VAT prior to delivery and are the sole responsibility of the customer.  Crotchet Extensions does not charge or collect any fee other then what is paid at the time of your purchase.

How do I return an item?

We work hard at ensuring you are happy with your purchase but in the unfortunate incident where you have been sent wrong products, we will arrange a pick up on our tab if we are informed within 24 hours of your receiving said product and process an exchange or full refund where item is out of stock. However, if you want to return an item for other reasons, we will exchange any product that you are not satisfied with if we are contacted within 24 hours and the item is returned in an unused condition (unworn, unwashed, and with the tags still attached). If assessed and the product does not meet up with our return policy, the sender will have to pick up same item from our office or pay for shipping and money will not be refunded. Please kindly check that style, length and colour are inline with what you want before placing your order. Shipping Charges for Returns are same as the delivery charge for that area when contacted within the stipulated time frame and condition as the courier regards this as a new delivery. Refunds where applicable, will be paid by bank transfer or Paypal (International Orders). Please allow three working days for refunds to be processed.

 

Can I exchange or get a refund on an item that was for pick up?

If you choose the pick up option, you can exchange or get a refund on an item if you pick up and raise complaint within 24 hours of placing your order and item meets requirements for exchange or refund. A store credit will be issued where item does not meet our refund policy. Orders picked up after 24 hours will only be exchanged if they have a factory fault. All refunds will be paid through bank transfer or Paypal (international orders).