FAQs - OJahoba

Hi, how can we help you?

What payment methods are accepted on OJahoba?

We accept a variety of payment methods including:

• Pay on Delivery allows for payment in cash, or with a credit/debit card, bank transfer, or Mastercard upon delivery.

• OJahoba accepts payment through Mastercard, Visa cards, and bank transfers.

• Coupon allow you to pay using a coupon code.

How safe is my payment information on OJahoba?

OJahoba places a high priority on safe servers and encrypted consumer payments. Additionally, routine audits and monitoring are carried out to keep the transaction environment safe.

What do I do if my payment is rejected?

You can try the following to fix the problem if your payment is rejected:

• Verify the accuracy of the billing information and spelling you submitted.

• Verify that there are enough funds in your bank account or credit card balance.

• Verify whether your card has any limitations, including a daily spending cap.

• Verify that the card hasn’t expired.

If, after reviewing the aforementioned, your payment is still denied, you can use our livechat feature to get help from OJahoba customer support.

Note: For a quicker resolution, it is advised to preserve the specifics of the error message that shows up during the denied transaction and give them to OJahoba customer support.

Can I pay cash on delivery for my orders?

Yes, you can pay with cash on OJahoba when your orders are delivered. You are not required to provide payment information in advance, and you have the choice to pay with cash or by bank transfer, Mastercard, or credit/debit card.

What should I do if I have been charged twice for the same order?

If you have been charged twice for the same order, you can contact OJahoba customer service for assistance in resolving the issue. They can be reached through the customer service lines.

Please provide the following information to OJahoba customer service when reporting a double charge:

• Your name and email address used to place the order.

• Order number and date of purchase.

• Details of the double charge (amount, date, and transaction number).

OJahoba customer service will assist you in resolving the issue and arranging for a refund if applicable.

How do I know if my payment has been processed successfully?

You can check the status of your payment by following these steps:

Step 1: Go to the “Orders” section in your account dashboard.

Step 2: Find the order in question and check its status. If the payment has been processed successfully, the order status should be “Confirmed.”

You will also receive a confirmation email from OJahoba after a successful payment. If you do not receive a confirmation email, or if you have any concerns about your payment, you can contact OJahoba customer service via our livechat.

Can I cancel my order and get a refund after payment has been made?

If the order hasn’t been shipped yet, you can cancel your order and get a refund.

How long does it take for my payment to be processed?

Most payments on OJahoba are processed immediately when completed. However, specific processing times may vary depending on the payment method.

To ensure that your payment is processed quickly, we recommend that you double-check all the information before completing the checkout. If you are experiencing an issue with your payment, please contact our customer service team for further assistance.

How long does it take for my payment to be processed?

Most payments on OJahoba are processed immediately when completed. However, specific processing times may vary depending on the payment method.

When will my order be delivered?

The delivery date specified on the checkout page and in the email confirmation will be met by your order. Click here to find out more about our delivery schedule.

How can I track my delivery?

To check the delivery status of your order, you can follow these steps:

Step 1: Log in to your account.

Step 2: Click on the “My Account” button and select “ORDERS” from the dropdown menu.

Step 3: Locate the order for which you want to check the delivery status and click on the “See Details” button.

Step 4: On the order details page, you will be able to see the delivery status under the “Order Information” section. The delivery status will indicate if the order has been shipped, is in transit, or has been delivered.

Step 5: If the delivery status is “Shipped,” you can click on the “Track Package” button to view the delivery tracking information.

Step 6: If you have any concerns about the delivery status, you can contact OJahoba’s customer service team by clicking on the “Help” button at the top right of the page and selecting “Live Chat” from the dropdown menu.

Note: When you place an order, you are provided with a delivery timeline.

On the day of delivery, the delivery agent will also call you.

What if I am not available to receive my delivery?

If you are not available to receive your delivery, you have the following options:

• Contact the delivery agent to reschedule the delivery for a more convenient time. (Note that the item can only be kept for a limited time before it is canceled as failed delivery.)

• If you are unable to arrange for an alternative delivery, you can contact our customer service team to request a rescheduling of the delivery. You can reach them by clicking on the “Help” button at the top right of the page and selecting “Live Chat” from the drop down menu.

Note: It is not possible to change the delivery address once an order is placed. OJahoba will make a total of 2 attempts to deliver the package before canceling your order. You will be notified before they make the second attempt, so it’s important to remain available to avoid order cancellation.

Can I change my delivery address after placing an order?

Once the order has been placed, it is not possible to make changes to the delivery information.

It is important to carefully review and confirm the accuracy of your delivery information, such as your address and phone number, before placing an order on OJahoba. To make sure that your order is delivered properly, please double-check your delivery information on the checkout page.

What is the delivery fee?

The delivery fee is the cost incurred by OJahoba and its logistics partners for delivering your order to the selected address. The delivery fee amount can vary based on factors such as your geographic location, the delivery method chosen, the shipment method, and the size or category of the product ordered. You can review the delivery fee before placing your order on the product page and during the checkout process.

What do I do if my delivery has not arrived within the estimated time frame?

If your delivery has not arrived within the estimated time frame, you can follow these steps:

• Check the order information page in your OJahoba account for any updates on the delivery status.

• Monitor communication sent through push notifications, emails, and the APP INBOX for any updates on the delivery status of your order.

• Contact the delivery agent by using the contact information provided in the email sent to you when your package is “out for delivery”.

• If you are unable to reach the delivery agent, or if the delivery status has not been updated, you can reach out to OJahoba’s customer service team for assistance

Note: We will work with you to ensure that your delivery arrives as soon as possible, so it is important to reach out to us if you have any concerns or questions regarding the delivery of your order.

Who do I contact if there is a problem with my delivery?

To contact OJahoba regarding a problem with your delivery

• Calling the phone support line at +2348029134453 (available Monday to Sunday, 8am to 6pm)

What happens if my delivery is damaged upon arrival?

In case your delivery arrives damaged, reach out to our customer service team through customer service center with details about the damage. Our customer service representatives will assist you in resolving the issue and, if eligible, arrange for a refund. Remember to promptly inspect your delivery upon arrival and report any damages.

Is the delivery associate supposed to ask me for my location?

Our delivery associate has clear visibility on your delivery address as inputted at time of order placement. Therefore, they should not request any additional information including your location. However, should the address be incomplete or incorrect they may get in touch with you to confirm the address and avoid delivery failure

I am unhappy with the service from the delivery associate. How can I share my feedback?

We take customer satisfaction seriously. If you’re unhappy with the service provided by our delivery agent please contact us via our customer service centre to report the incident, so we can take the necessary corrective actions.

I ordered multiple products and only received one/a few. Why didn’t I receive my entire order at once?

Items from different vendors are shipped separately to ensure that there is no delay in fulfilling your order. You wil receive all your items within the delivery period mentioned on the product pages of each of these items. You can check the status of your order here anytime or by following these simple steps:

1. Log into your OJahoba account

2. Select ‘Account’ in the upper right/left hand menu.

3. Select ‘Orders’.

4. Find the item you would like to track and click ‘See details’

5. Select the “track item” to display delivery details

6. You will also receive delivery updates through email, app notifications, and app inbox, so you can easily track your order and know when it will be delivered.

Can I open my package before making a payment or reject/return my item to the delivery associate at the time of delivery?

Payment has to be made before packages may be opened. Not to worry though when you shop on OJahoba you can always return an item as long as you meet the return eligibility criteria. More information can be found here.

I found the package open and the seal broken on delivery. What should I do?

You must refuse delivery of an open package, as we cannot guarantee the conformity of the product received. We will not accept returns of unsealed products if you change your mind.

Can I ask to change the delivery of my package from ‘door delivery' to collection at a OJahoba Pick up Station?

Once an order has been placed, the delivery method cannot be changed. We recommend you verify the delivery details including timelines, and shipping fees on the checkout page prior to placing your order.

What are OJahoba Coupons?

OJahoba coupons are codes that provide customers with exclusive discounts on their purchases made on the OJahoba website. Additionally, these codes can be issued as a form of refund for canceled or returned orders made through specific payment methods. With OJahoba coupons, customers can maximize their savings and have a seamless shopping experience.

How can I use OJahoba Coupons?

To use your OJahoba coupon, follow these simple steps:

Step 1: Log into your OJahoba account.

Step 2: Go to the “Account” section in the top right menu.

Step 3: Select “coupons” to view all coupons linked to your account. You may also have received a coupon code via email or social media.

Step 4: Copy the coupon code you want to use.

Step 5: During checkout: after you have confirmed your delivery details , please paste your code in the “Enter code here” field under the “Order Summary” section and click “Apply”.

Step 6: Your order total will be updated with the coupon’s discount value, and you can proceed with your order by clicking “Confirm”.

It’s that easy! With OJahoba coupons, you can enjoy extra savings on your purchases. Click here for a guide on how to use a coupon code.

Can I use multiple Coupons at once?

Unfortunately, you cannot use multiple coupons at once. You can only use one coupon per order. We suggest you choose the best coupon for your purchase and make the most of the discount it offers.

How do I know if my coupon is still valid?

You can check the coupon’s status in your OJahoba account, under the “coupons” section. If the coupon has expired or has already been redeemed, it will not be listed there. However, reactivation of the coupon code may not be possible.

Can I use a coupon for all products on OJahoba?

Some coupons may have restrictions, such as being only valid for specific products or categories. The terms and conditions of the coupon will indicate any such restrictions.

Why is my coupon code not working?

If you’re facing an error while trying to apply a coupon code on OJahoba, here are some common reasons why coupon codes might not work and how to resolve them:

Incorrect code: Please double-check that the code you entered is correct and free of spaces or special characters.

Account specific: coupon codes are linked to your OJahoba account and cannot be used by another account. If the code was received from someone else, it won’t work for you.

Already redeemed: Each coupon code can only be used once. If you have already redeemed the code, it will no longer be valid.

Expired: coupon codes have a limited validity period. If the code has expired, it won’t work.

Maximum redemptions reached: Some coupon codes have a maximum number of redemptions. If the maximum has been reached, the code won’t work.

Do I need to meet a minimum order value to use my coupon code?

The conditions for using coupon codes, including any minimum order values, may vary. For more information on the specific conditions for your coupon, please visit the “coupons” section in your account.

What types of products does OJahoba offer?

OJahoba is Nigeria’s online marketplace, providing customers with an extensive selection of products in multiple categories. From electronics, apparel and home décor to health and beauty products. Whether you’re looking for a new laptop, phone, or fashion accessories, OJahoba has something for everyone.

How do I search for a specific product?

You can search for a specific product on OJahoba by using the search bar located at the top of the website. Enter the name of the product you are looking for into the search bar, and then click the ‘search’ button. You will be presented with a list of results which match your search criteria. You can then browse through the list to find the exact product you are looking for. Additionally, you can narrow down your search results by selecting filters such as price range, brand and more.

How can I view product details and specifications?

Product details and specifications for items sold on OJahoba can be easily accessed by clicking on the product’s listing. Once you have selected the desired item, scroll down to the bottom of the page where you will find a detailed description of the product’s features and specifications. The product’s details also include a list of images for the product, ratings and reviews from other customers, and a list of related items.

How do I know if a product is in stock?

You can simply visit the product page and look for the “In Stock” label. If the product is currently in stock, you will see the “In Stock” label. If the product is not in stock, the label will not be present. If you need to check the availability of a specific item, you can also use the search bar on the OJahoba website. Enter the product name or SKU number to see if it is in stock. If the product is available, you will also see the “In Stock” label on the product page.

How can I provide feedback or write a review for a product?

Just follow these steps:

Step 1: Go to your account in the top right corner of the main page.

Step 2: Choose “Pending Reviews”.

Step 3: Find the item you purchased and select “Write a Review”.

Step 4: Provide your honest feedback regarding the product and submit it

Your feedback will be visible to other customers and can help them make informed decisions when purchasing from OJahoba.

Why do I see different prices for the same product?

OJahoba has hundreds and thousands of sellers and it is normal that same item is sold by multiple sellers. This allows you to choose your preferred seller considering their ratings and offer. When a product is sold by different sellers you will find the alternatives available on the product page.

I ordered multiple products and only received one/a few. Why didn’t I receive my entire order at once?

• Log into your OJahoba account

• Select ‘Account’ in the upper right/left hand menu

• Select ‘Orders’

• Find the item you would like to track and click ‘See details’

• Select the “track item” to display delivery details

• You also receive delivery updates via email Account mailbox and App notifications to make it easy to know when your order will be delivered.

We will also send regular updates via email My Account Inbox or App push notifications.

I am having trouble adding products to my cart. What do I do?

If you are having trouble adding products to your cart please make sure that you have made all relevant size and color selections. If you still have problems this may mean that the item you are trying to buy is sold out.

For additional support contact us at 08029134453. Our hours of operations are 8am – 6pm on Mondays to Sundays.

I see you are selling some packaging material such as boxes, wrapping plastic etc. How can I go about purchasing these items?

Please note such products carrying the tag For OJahoba Vendors Only are reserved to eligible OJahoba sellers only, to ensure we deliver your orders in a packaging that meets our standard and your expectations. Therefore, you are not entitled to purchase such products unless you have an active OJahoba seller account.

What is OJahoba's return policy?

OJahoba accepts returns for ALL eligible items within 7 days after delivery. To be eligible for a return, the product must be in its original condition and packaging, with all accessories and tags still intact.

It’s important to note that some categories, such as those related to personal hygiene, may not be eligible for return.

You may review the full returns and refund policy HERE.

How do I initiate a return online?

Step 1: Log in to your OJahoba account and go to Orders.

Step 2: Click on the order of the item(s) you want to return.

Step 3: Select the item(s) you want to return and provide a reason for the return. Give more details to help us understand the issue.

Step 4: Choose your preferred refund method.

Step 5: Select your preferred pickup station.

Step 6: Review your information and submit your return request.

How can I return an item I ordered if the reverse pickup service is no longer available?

To streamline our return process, the reverse pick-up service is no longer available in your location. You can now drop off your return at the nearest Pickup Station. We apologize for any inconvenience this may cause and appreciate your understanding. If you have questions or need assistance, feel free to contact us.

What if I received a damaged or defective item?

If you receive a damaged or defective item, you can initiate a return by going to “Orders” in your OJahoba account. OJahoba will process a refund for the item.

How long does it take to process a return on OJahoba?

It typically takes 1-8 business days to process a return and refund on OJahoba.

I received an error message that my item cannot be returned, why is that?

If you receive an error message that your item cannot be returned, it’s likely due to OJahoba’s policy for customer safety and protection. Certain items, such as swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, drugs, food supplements, software, tickets, and adult products cannot be returned, except in the case of receiving a wrong, defective, counterfeit, damaged, incomplete, or expired item.

Why was my return request declined and the item sent back to me?

Your return request was declined by the OJahoba Quality Check Team because the eligibility conditions for return were not met, or the return claim could not be confirmed after thorough testing. This may have occurred if you returned the item without its original packaging, or if an unsealed product (such as a phone or laptop) was returned but found to be functional. If you choose not to accept the returned item, it will be held in OJahoba’s warehouse for 60 days. After this time, if the item is not claimed, it will be forfeited and become the property of OJahoba, and no refund will be issued.

Is it possible to exchange an item instead of requesting a return and refund?

Currently, OJahoba does not offer an exchange option for items. However, you can still return an item and receive a full refund if your return claim is found to be valid.

I received a refund confirmation, but the amount received is incorrect. What should I do?

We apologize for the inconvenience. All refunds are processed to reflect the original amount paid for the order. If you believe the amount you received is incorrect, please reach out to us for further investigation and resolution via customer service lines.

Will I get my delivery fees refunded when returning an item?

The refund amount will include the delivery fees, except for returns of OJahoba Global items which were not caused by an error from OJahoba or the seller, such as a change of mind or the size does not fit as expected. In these cases, the delivery fees will not be included in the refund.

How do I track my return status?

You can keep track of your return status through email, push notifications and SMS updates from OJahoba.

Do I have to pay for delivery fees when I return a product?

You do not need to pay for any delivery fees when returning a product to OJahoba.

I submitted my return request, but have not received a call to collect my item yet. What should I do?

Kindly drop off your item at the nearest pickup station as we no longer offer the reverse pickup service. If you have questions or need assistance, feel free to contact us.

I submitted my return request, but have changed my mind and no longer wish to return the item. What should I do?

In order to cancel your return request, please contact us. If you have already been contacted for pickup, you may request the delivery associate to cancel it for you on your behalf.

I have bought an item on sale/discount. What amount will you refund me?

For items purchased on sale the amount refunded will be the exact amount paid and not its original value.

Example: If you purchased an item on sale for [₦4000] and its original value was [₦8000], we will refund you [₦4000].

I bought an item and used a refund coupon from a prior order to pay a part of the purchase price. What amount will you refund me?

If you used a OJahoba refund coupon to partially pay for an order, we will refund you the full amount of the purchase, including the amount of the coupon.

For example, if you purchased an item for ₦8000 and used a ₦4000 refund coupon to pay for it, we will refund you ₦8000. The refund will be made to the same payment method used to purchase the order.

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