Answers to the questions we are asked most often about ordering, payment, delivery, returns and your account. If you cannot find what you need here, our team is one message away.
Ordering
How do I place an order?
Browse our products, add the items you want to your cart, and proceed to checkout. Enter your details, select your delivery option and preferred payment method, then complete your order.
Do I need an account to place an order?
No, you can check out as a guest. Creating an account just makes it easier to manage your details and view past orders.
How do I know if my order was successful?
You’ll receive an order confirmation once your order is placed. Please make sure the email address and phone number you provide at checkout are correct.
Can I change or cancel my order?
Yes, if it hasn’t been processed or dispatched yet. Contact us as soon as possible; once an order has been processed or dispatched, changes or cancellation may no longer be possible.
Payment
What payment methods do you accept?
You can pay securely through the Paystack options shown at checkout, which may include card, bank transfer, USSD, bank payment, and other methods Paystack supports.
Cash on Delivery is also available, but only for orders within Lagos. Customers outside Lagos must complete payment online before their order is processed for delivery.
I am having a payment problem — what should I do?
If Paystack isn’t working, you’ve been debited, but your order isn’t confirmed, don’t make another payment. Contact us with your order details, payment amount, and transaction reference so our team can confirm if the payment was successful or failed and advise on next steps.
Where a direct bank transfer is needed, we’ll provide our official CHF Heron Nigeria Ltd account details. Always confirm the account name displays “CHF Heron Nigeria Ltd” before paying. We will never ask you to pay into a personal account.
Is paying through Paystack secure?
Yes. Payments are processed directly through Paystack’s platform, and we do not store your complete debit or credit card details.
Delivery & Pick-Up
Do you deliver across Nigeria?
Yes, to locations within Lagos and other parts of Nigeria. Available options and charges depend on your location.
How is my delivery fee calculated, and is delivery ever free?
Your fee is calculated from the location you select at checkout and shown before you place your order. Free delivery may be available for qualifying orders or during specific promotions; this will be shown at checkout or stated as part of the promotion.
Can I pick up my order?
Yes, where Free Pick-Up is shown as an option at checkout. It is currently available for Lagos only.
How long does delivery take, and do you deliver on weekends?
Delivery time depends on your location, when your order is processed, and the delivery partner handling it. Use the estimate shown at checkout as a guide. We hand orders to delivery partners on weekdays; weekend delivery depends on the partner and isn’t guaranteed.
What happens if I enter the wrong delivery address?
Contact us immediately. If your order hasn’t been dispatched, we’ll try to update the delivery information. If it is already dispatched, additional charges may apply to redirect it.
How do I track my order?
Where tracking is available, it will be provided after dispatch. You can also contact us with your order number for an update.
Products & Availability
Are the products sold by CHF Heron authentic?
Yes. We work with established brands and suppliers to provide authentic products.
How do I know if a product is available?
Availability is shown on the product page. Items marked in stock are generally available, though stock can occasionally change before an order is processed.
What happens if a product becomes unavailable after I place my order?
We’ll contact you with the available options, which may include an alternative product or a refund for the unavailable item.
Why does a product look slightly different from the image on the website?
Manufacturers occasionally update packaging, labels, colours or designs. The product you receive may look slightly different from the website image while remaining the same product.
Returns, Damaged & Incorrect Products
What should I do if I receive the wrong product?
Contact us as soon as possible with your order number and details of the incorrect item, and our team will review it and advise on next steps.
What should I do if my product arrives damaged?
Contact us within 24 hours of delivery if you can, and no later than 48 hours, with your order number and clear photos or videos of the damaged product and packaging.
This time limit is only for damage you notice on delivery. If a fault develops after use, contact us as soon as you notice it, the time limit doesn’t apply in that case.
Can I return a product?
Returns are subject to our Return & Refund Policy and the condition of the product. Please review that policy or contact us before returning any item. Do not send a product back without contacting us first.
How long does it take to receive my refund?
Once an item is confirmed as qualifying for a refund, it is processed within 24 working hours.
Promotions, Coupons & Bundles
How do I use a coupon code?
Enter it in the coupon field in your cart or at checkout. If it is valid and your order meets its requirements, the discount will apply automatically.
Why isn’t my coupon working, and can I combine coupons?
A coupon may require a minimum order value, apply only to selected products or brands, have an expiry date or a limited number of uses, or restrict combining it with other promotions. Check the promotion terms or contact us if you need help.
Whether you can use more than one coupon on an order depends on those same conditions; some coupons can’t be combined with other discounts or offers.
Do promotions expire?
Yes. Promotions, offers and coupon codes may have specific start and end dates, and may also end early once the allocated promotional stock is exhausted.
What are product bundles?
Bundles combine selected products into one offer. The products included, bundle price and applicable promotion are shown on the relevant product or promotional page.
Customer Account
How do I create an account, and do I need one if I have ordered as a guest before?
Select “Account” on the website and choose “Create an Account,” then follow the prompts. You don’t need to create one just because you’ve ordered as a guest. You can keep ordering as a guest or create an account any time.
I forgot my password. What should I do?
Select “Forgot Password” on the sign-in page and follow the instructions to reset it.
Security
How do I know I am making a payment to CHF Heron, and will you ever ask for my card PIN or OTP?
Use only the payment options shown at official checkout. If our team provides a direct bank account because of a payment difficulty, always confirm the account name displays “CHF Heron Nigeria Ltd” before transferring; never pay a personal account claiming to represent us.
We will never ask for your card PIN, online banking password, or OTP through WhatsApp, email, phone calls, or social media. If your bank or payment provider requires authentication, enter it only within the appropriate secure payment interface.
Customer Support
How do I contact CHF Heron, and what should I include?
Reach us through the official contact information on our website, including our Contact page and WhatsApp support. Please include your order number and a brief description of the issue. Add the transaction reference for payment queries, and photos or videos for damaged or incorrect products.
We can help with orders and delivery, payment difficulties, product enquiries, returns or damaged products, promotions and coupons, website or account issues, and general enquiries.