FAQ

FREQUENTLY ASKED QUESTIONS

1HOW DO I PLACE AN ORDER?

You don't need to sign, log in or create an account to experience farmers harvest retail and other natural and organic products. You have an option of not creating an account.
To order, use the search button on the homepage to search for desired item OR browse through the product category of item on the homepage to find an item you would like to order. Each item chosen will be automatically added to your shopping cart.
Follow the check out process from billing to delivery and payment instruction.

2HOW SOON WILL MY ORDER ARRIVE?

Our farm sources harvest in batches and deliver within 24 to 48 hours of their harvest. We offer a standard delivery of 3 business days post ordering to enable us source from the nearest farm with the available product at a fair price.
Some farm harvest are available only on selected days, please read details on product page before check out. For home made skin Nutrition products and gift baskets, it takes about 2 to 5 business days as some products are carefully made to order and customised to suit each customer's request.
Gardening orders take between 3 to 20 business days; if ordering only organic soil and plant inputs and tools, it can take up to 5 business days, if ordering for seedlings it can take up to 20 business days to ensure that you receive healthy and strong seedlings.
Item are shipped as soon as we receive your payment from your bank, you will receive a notification when your order has been received and when your payment has been received as well.

3CAN I CHANGE, EDIT OR CANCEL MY ORDER?

You can make changes to your order before check out. You can make this changes as often as you like in your shopping cart icon. You may cancel an order on or before making your payment. However, once a confirmation email has been sent following payment or payment notification received from your bank orders cannot be changed or edited. Paid orders cannot be cancelled because it would have been harvested or produced and enroute delivery to you or destination delivery. However, we may allow a concessionary returns of certain item under our Terms and Conditions.

4IS THERE A MINIMUM ORDER?

Yes, for some item especially farmers' harvest and homemade item. Item with minimum order are indicated in product description

5HOW MUCH DO I PAY FOR DELIVERY?

We apply distance and weight criteria for delivery. We do this to strike a fair balance for customers in all target delivery locations.
We offer a minimum flat dispatch delivery rate. Please see FAQ on delivery for exemptions, exceptions and concessionary rates.
If an item cannot be delivered via dispatch, we shall apply truck delivery charge and notify you of the difference in fee, item will be processed when difference in delivery fee has been paid. Likewise some item can be dispatched, and we avoid the use of truck as we try to minimise the use of trucks to lower the carbon emissions on our roads and reduce traffic.
We offer self pick up at designated retail pick up points in Ikeja at lower rates to cover for drop off cost to the pick up points and free shipping to senior citizens in selected areas. We are not responsible for failed pick up at the designated points, item must be picked up at our designated point at the agreed times. Please see our delivery routes under *Delivery* in this FAQ

6HOW & WHEN DO I MAKE A PAYMENT FOR MY ORDER?

We accept Master card, Verve and VISA cards. You can pay via direct card payment as you order OR make an instant transfer at the time of ordering. Orders will not be processed in the absence of credit notification of payment from your bank. We may allow repeat sales customers to make use of our POS terminals during delivery at our discretion.
WE DON'T ACCEPT CASH ON DELIVERY to enable us track our bank payment and maintain proper account records. Payments are guaranteed with our SSL secured gateway and data are not saved nor shared with third party.
Your bank effects payment on your behalf and credits our account, if you receive more than a single debit alert for the same order please contact your bank and also notify us via email to retail@freshlyyoursltd.com, we would verify within 48 hours if a double credit was received and refund within two business days if it is so.

7I HAVE AN EMERGENCY, I AM NOT HOME, I FORGOT THAT MY ORDER IS ARRIVING TODAY....WHAT CAN I DO?

Sometimes, life gives us unexpected surprises that we cannot avoid. Please call the customer care line on 08080724454 with your order details at hand to enable us find a way to help.

8I CAN'T FIND AN ITEM THAT I WANT, I DIDN'T RECEIVE ALL OF MY ORIGINAL ORDER, I CAN'T FIND AN ITEM I SEARCHED FOR THIS WEEK, WHY?

We provide alternative to products with the hope that you will experience the same satisfaction on using them. There is an alternative product for most item on each product details page, selection is based on popular searches.
Sometimes, an item or product may not be available if harvest was delayed by natural or intentional causes to provide a healthy product on ordering OR if home made or custom product was delayed to ensure that it has gone through its recommended waiting time before use.
We will provide prompt notification when this occurs via email or phone call, product alternative will be provided OR a deduction will be made on product even after payment has been made; we will offer to refund the credit to your account or hold in store as your credit for later use. We will treat refunds with three business days.
Some item are seasonal for some reasons; farmers plant and follow a dedicated planting schedule to maximise weather and other resources and some item are ordered for more currently at certain times of the way, hence item may sell out at a faster rate than average.
Nonetheless, we source from different certified farmers to reduce retail downtime. We encourage local production and support urban farmers, we also source local and our retail produce have been made or farmed in Nigeria.
You can also recommend an item for retail to hello@freshlyyoursltd.com, please let us know in brief why you would like it to be included in our retail list.

9 IN WHAT PACKAGING WILL MY PRODUCE ARRIVE?

We use baskets or recyclable paper bags for gifts, we use ice boxes for fresh meats (that have been sealed in their packs) to maintain cold chain. We use reusable open carton boxes for fruit, veg & herbs to maintain freshness. We also use paper wraps for smaller item. Your fruits and vegetables may also come in light perforated nylon packaging or carrier bags. We choose the most appropriate method of packaging to deliver to you.
We encourage that you reuse your carton of paper packaging OR you can return it to us upon delivery or next order and receive recyclable points to earn you unbelievable rewards.

10CAN I SAVE MY ITEM FOR LATER ORDERING OR PURCHASE?

You can add and keep item in my favourite list , we cannot guarantee that you will find the item on your next browsing but you can send us an email to notify us via retail@freshlyyoursltd.com

11 I CAN'T FIND AN ITEM THAT I WANT, I DIDN'T RECEIVE ALL OF MY ORIGINAL ORDER, I CAN'T FIND AN ITEM I SEARCHED FOR THIS WEEK, WHY?

We provide alternative to products with the hope that you will experience the same satisfaction on using them. There is an alternative product for most item on each product details page, selection is based on popular search. Sometimes, an item or product may not be available if harvest was delayed by natural or intentional causes to provide a healthy product on ordering OR if home made or custom product was delayed to ensure that it has gone through its recommended waiting time before use. We will provide prompt notification when this occurs via email or phone call, product alternative will be provided OR a deduction will be made on product even after payment has been made; we will offer to refund the credit to your account or hold in store as your credit for later use. We will treat refunds with three business days. Some item are seasonal for some reasons; farmers plant and follow a dedicated planting schedule to maximise weather and other resources and some item are ordered at a higher rate at certain times of the year, hence item may sell out at a faster rate than average. Nonetheless, we source from different certified farmers to reduce retail downtime. We encourage local production and support urban farmers, we also source local and our retail produce have been made or farmed in Nigeria. You can also recommend an item for retail to hello@freshlyyoursltd.com, please let us know in brief why you would like it to be included in our retail list.

12 WHEN IS YOUR OPERATIONAL TIME?

We take orders 24hours but we will respond to enquiries, feedback and complaints during business hours. However, you may send an email to hello@freshlyyoursltd.com for complaints and you shall receive a response as soon as possible if on a weekend or holiday. You can call in between the hours of 9.00am to 4.00pm on Mondays to Fridays, 10.00am to 2.00pm on Saturdays and public holidays with the exception of May Day, Ramadan, Independence day, Easter Sunday, Christmas holiday dates and New year holiday dates. We start deliveries at 10.00am to 6.00pm on weekdays and 10.00am to 5.00pm on Saturdays. We allow a Saturday rest in on the last Saturday of each month for our team, hence no deliveries on the last Saturdays of each month.

13 WHO DO YOU SOURCE FROM?

We source from our local farmers & producers. We source mainly from natural and organic farmers & producers. We encourage female owned, SMEs to trade with us but don't discriminate based on religion, gender or tribe.

14 ARE ALL YOUR PRODUCTS ORGANIC?

We are very transparent with our product details and you get a chance to meet our supply team in details when you confirm your order. We focus on collaborating with producers and farmers that ensure environmental sustainability of their processes and products. We don't trade with GMO products, products without verified operations. We also use farms that employ the Global Agricultural Practices.

The source of our product is indicated in each product details on the product page.

DELIVERY

1CAN YOU DELIVER TO MY OFFICE ?

Yes, we offer office delivery. However, indicate via email if there is a car park charge at your office or parking. Receiver or Customer bears the charge for parking.

2CAN YOU DELIVER TO MY HOME OR DELIVERY LOCATION AND WHAT IS YOUR WAITING TIME?

Our waiting time is 15minutes at your home or delivery location. That is the total maximum time allowed for customers to receive their delivery and verify that it has been delivered.
Currently, we deliver to the following areas:
Ikeja (Opebi, GRA, Adeniyi Jones, Allen)
Ogba
Oregu
Alausa
Surulere (Masha, Aguda, Alaka, Iponri, Adelabu, Ogunlana, Akerele, Lawanson, Ojulegba)
Yaba
Omole phase 1&2
Magodo phase 1&2
Ikosi
Victoria Island
Lekki phase 1 & Ikate Elegushi
Jakande up to Chevron
Mende, Maryland and Anthony with a 50% discount on delivery charge for senior citizens in these area, Terms & Conditions apply
OPIC Isheri, OPIC North Isheri
Wawa & Arepo

Please contact us if your area is not on our delivery list, we may arrange for an alternative drop off point.

3WHEN IS YOUR OPERATIONAL TIME?

We take orders 24hours via email and during business hours via sms, phonecall and email to retail@freshlyyoursltd.com. We respond to enquiries, feedback and complaints during business hours. However, you may send an email to hello@freshlyyoursltd.com at close of business, weekends or holidays for complaints and you shall receive a response via email. You can call in between the hours of 9.15am to 4.00pm on Mondays to Fridays, 10.00am to 2.00pm on Saturdays and public holidays with the exception of Ramadan, Independence day, Easter Sunday and New year holiday dates. We start deliveries at 10.00am to 6.00pm on weekdays and 10.00am to 5.00pm on Saturdays. WE ALLOW A SATURDAY REST IN, ON THE LAST SATURDAY OF EACH MONTH FOR OUR TEAM.

4WHO DO YOU SOURCE FROM?

We source from our local farmers & producers. We source mainly from SMEs, however, we encourage female entrepreneurs to trade with us and don't discriminate based on religion, gender or tribe.

5ARE ALL YOUR PRODUCTS ORGANIC?

We are very transparent with our product details and you shall be provided the source of your products ordered for. We focus on collaborating with producers and farmers that ensure environmental sustainability of their processes and products. We don't trade with GMO products, products without verified operations. We also use farms that employ the Global Agricultural Practice. Our homemade producers include ourself and SMEs that have a proven track of quality; our skincare range are mostly produced by small-scale SMEs with a strict adherence to standard of procedure.

OTHERS

1 CAN I SEND MY FEEDBACK OR RATING OF YOUR SERVICE?

Yes, we absolutely love it! . It is important to us that you have a continuous pleasant experience whenever you buy from us and your feedback will help us serve you and others better. Send all feedback, complaints on your purchase to retail@freshlyyoursltd.com.

2 I WANT TO SUPPLY OR SELL MY PRODUCE?

Please send us an email to trade@freshlyyoursltd.com

3I HAVE OTHER ENQUIRY OR QUESTION NOT ANSWERED BY THE FAQ?

Please send us your enquiry to hello@freshlyyoursltd.com