Orders:
1. How can I get in contact with you?
You can contact us via email at [email protected] or using our contact form and we will get back to you promptly.
2. Where does Ekòkò.ng ship to?
We currently ship to Lagos and it's neighboring states, as well as Canada and the United States. If you have any questions or suggestions, feel free to reach out to us!
3. How can I change my order?
You can change or update your order as long as it has not been packed and/or shipped. Just send us an email at [email protected] with your order number, and we will do our best to accommodate any changes.
4. Where does Ekòkò.ng ship from?
All orders are shipped and delivered using Gokada from our Lagos warehouse.
5. How long will it take for my order to arrive?
For information on shipping costs and delievry times, please check our Shipping and Returns page.
6. I forgot to add an item to my order. Can you add it for me?
We are unable to add items to orders after they have been placed. However, you can always place another order with your missing item. But you have a small window to have them delivered together.
7. Do I need an account to shop on Ekòkò?
No, you don’t need an existing account to shop with us. Simply click on your desired product and proceed to checkout. Optionally, you can create an account to make sure all your orders are saved for convenient tracking. It takes less than one minute to register.
Shipping & Returns:
1. What is your return policy?
Please carefully read our return policy.
You have the right to return or exchange your order within 30 days from the day in which the goods was delivered to you. Do not return the package without giving prior notice via email.
To return an item, simply email us at [email protected], tell us your order number and the reason for your return. Our customer service will guide you through the quick process.
For more information visit our Shipping and Returns page. Please also bear in mind that shipping goods back and forth generates greenhouse gases that are accelerating climate change. Which goes against Ekòkò.ng's mission. So we encourage you to choose your items carefully to avoid unnecessary returns.
2. What should I do if my items arrive damaged or defective?
If you receive an item that is damaged or defective upon arrival, please message us immediate. It is important that you contact us before returning the item, so that we may assist you with return charges. If you don't contact us prior to shipping the item back to us, you will be responsible for all return charges.
3. Are returns free?
No, returns costs will have to be paid by the customer. We do, however, refund the costs for the initial shipping. For more information, please carefully read our return policy.
4. How should the products be returned?
For a complete refund, make sure the cookware you want to return are unbroken, and packed neatly in the original packing, including all materials. You are welcome to repackage your return package in our packaging.
5. Can I try the earthen pots?
Of course, you can try cooking with the pots, but please bear in mind that if there are remnants of oil, detergent, and/or food residue in them, we cannot accept the return.
Payment:
1. Why did I receive multiple order confirmation and shipping notification?
You will receive an initial email confirmation that your order has been submitted, with the amount of your order, shipping address, and total amount. When your order has been shipped you will receive a confirmation email. You will also receive an order receipt from both our store and the our payment provider, Paystack.
2. What payment methods do you accept?
- Mastercard, Visa and Verve
- Bank Account
- Bank Transfer
- USSD
- Apple Pay
- Visa QR
- Mobile Money
All the listed payment methods are available and processed on Paystack.com
3. I have a discount code. How do I use them?
Each coupon comes with an individual code, which the customer can add during checkout. Coupons are redeemable online at ekoko.ng and cannot be returned or exchanged for cash.
They are valid until December 2025 and have no additional processing fees.
