1. Privacy Policy

At Total9ja, we value your privacy and are committed to safeguarding your personal information. We collect only the data necessary to fulfill your orders and improve your experience such as your name, phone number, delivery address, and order history. We do not store or publicly display your email address. Your information is never sold or shared for marketing purposes. However, it may be used to resolve disputes or comply with legal obligations when necessary. All communications are professional, secure, and limited to platforms you've engaged us on (e.g., WhatsApp, Email or SMS). We partner only with trusted third parties for payments and deliveries. By shopping with us, you agree to these terms. For more information, please contact us directly.

2. Refund Policy

At Total9ja, all sales are final. Due to the nature of our business and the ready-to-wear or made-to-order production of our designs, we do not offer exchanges or refunds once an order has been confirmed and processed. We strongly advise all customers to confirm availability, sizing, and order details before making payment, as we will not be held responsible for incorrect selections or failure to verify these details. Refunds will only be issued in exceptional cases where there is a clear issue from our end, such as receiving a wrong, damaged, or defective item, or where an order cannot be fulfilled due to unavailability after payment. In such situations, the issue must be reported within 48 hours of delivery or notification, and valid proof may be required. For made-to-order items, once production has begun, orders cannot be cancelled or refunded. For ready-to-wear items, once an order has been dispatched, it cannot be cancelled or refunded. In the rare case of a significant delay beyond the communicated timeline, we will review the situation and determine an appropriate resolution at our discretion. All approved refunds will be processed within 5-10 working days. If you have any questions or concerns about your order, please contact us directly for assistance. By completing a purchase with Total9ja, you acknowledge and agree to this policy.

3. Payment Policy

1. Kindly note we do not take part payments on our ready-to-wear designs.
2. For Wholesalers orders we only accept 100% payment before production begins.
3. For Bespoke orders at least 80% payment has to be made before production begins. Balance of 20% needs to be paid before delivery is done.

4. Returns Policy

On the account that the fault is from Total9ja, please make a video of you taking the measurements of the order and send to us. We will be responsible for the amendments and delivery of the order. Kindly note, on the basis that your order does not fit as expected, due to wrong measurements or UK dress size sent by you, you will be solely responsible for the cost of amendments and delivery.

5. Production & Delivery Policy

At Total9ja, we are committed to delivering your orders within the stated timelines while maintaining quality standards. Made-to-order designs take 10-14 working days for production after order confirmation. During discounted sales or high-demand periods, production timelines may be extended. Ready-to-wear orders are dispatched the next working day after payment confirmation under normal circumstances. However, during sales, dispatch will begin after the sale ends, and orders will be processed in the order they were received. Please note that delivery timelines begin once your order has been dispatched. While we work with reliable delivery partners, Total9ja is not responsible for delays caused by third-party logistics. By placing an order, you acknowledge and agree to these timelines.

6. Express Production & Delivery Policy

At Total9ja, we offer express production for customers who require their made-to-order items within a shorter timeframe. Customers who wish to use this service are required to contact us via WhatsApp before placing their order to confirm availability. Express production is subject to capacity and may not be available at all times. An additional fee will apply per outfit, and once confirmed, your order will be prioritized and produced within an agreed expedited timeline. Express delivery options are also available upon request and will be arranged separately via WhatsApp. Please note that express services are only confirmed after full payment has been made and agreed by our team.

7. Stockpiling Policy

Kindly note that you are not allowed to keep your fabrics or already made orders in our store longer than 3 months. In a situation like this, we won't be held responsible for any loss or damage. Kindly note you will be charged an extra 20% of the total amount before delivery of your items.

8. Operating Hours

We are open from Monday – Saturday: 9am–6pm (WAT) and closed on Sundays and public holidays. NOTE: You can book for virtual consultation within working hours, for a guide on how to take your accurate measurement. For any inquiries outside of our operating hours, please feel free to contact us via WhatsApp or email, and we will get back to you as soon as possible during our next business day. (No charges)