Frequently Asked Questions
We understand that sometimes mistakes are made, or items are forgotten. In the event that you wish to change or cancel your order, we are able to implement this only if the goods have not yet left our warehouse. If the goods have left us, unfortunately, we will not be able to make any changes to your order unless the order is returned to us.
If you need to cancel your order for any reason, as long as the goods have not left us, we’ll happily arrange a credit or a refund for you. Refunds are usually implemented instantly from PhoneXperts Nigeria if we receive notification of cancel within dispatch hours. Although we aim to issue refunds immediately, funds can take up to 10 working days to appear in your account depending on payment method and provider.
If you have checked your paper invoice or order confirmation and believe you have received the wrong item, please contact us as soon as possible.
We aim to provide all orders correctly and efficiently packed. However, sometimes accidents do happen, and human error may result in the wrong item being picked. In this event, we may ask for a Returns Form to be filled in so we can quickly process your replacement item.
Due to the high value of certain products we stock, we may need to receive the miss-picked item prior to a replacement being issued.
At PhoneXperts Nigeria, customer care starts the second you look to us for a product or service and continues long after your purchase. Once you’ve made your purchase, you’ll receive an order confirmation and the goods will be dispatched in accordance to our dispatch hours. We only use your details to contact you regarding your order unless you sign up to our Newsletter which sends you our best deals, latest news and any vouchers.
This can be down to a number of reasons. The first and most common cause is that the email hasn’t reached you just yet. If you don’t get your confirmation instantly, don’t panic! It can sometimes take a little while before the email reaches you! If you’ve waited for some time, and the email still hasn’t arrived, it can be down to something else. Unfortunately, despite only emailing customers with their express consent and with information relating to their orders, sometimes our emails can wind up in the spam/junk folder. Please check this folder for any of our emails before contacting PhoneXperts Nigeria. Please also ensure that the email address used is full and correct, containing no spaces. If you place your order but realise your email address is incorrect, please contact us ASAP with the correct information.
At PhoneXpertsNigeria we care deeply about providing the best customer service possible. As such, we are happy to look at sourcing special order parts for our customers. All you have to do is contact our team with what you’re after, and we’ll help you get the parts you need! Any details you can provide about the product would be useful. Such as name, part number, the model of device it’s used for, etc.
Please note, if we are to order in an item, we generally require payment to be made upfront before ordering in.