Help Center

Welcome to the Abanista Help Center. Whether you're tracking an order, sorting out a payment, or just getting started, you'll find the answer here. Can't find what you need? Our support team is one message away.

Getting Started

Creating an account
Click Sign Up at the top of any page, enter your email address and a password, and you're in. You can also sign up with [Google / Facebook] for faster checkout.

Browsing and searching
Use the search bar to look up products by name, brand, or category. Filters on the left let you narrow results by price, size, colour, availability, and rating.

Placing your first order

  • Add items to your cart.
  • Open your cart and select Checkout.
  • Enter your delivery address.
  • Choose a delivery method.
  • Select a payment method and confirm.

You'll receive an order confirmation email within a few minutes.

Orders & Payment

How do I track my order?
Go to My Account → Orders, select the order, and click Track. You'll also receive a tracking link by email and SMS once your parcel leaves our warehouse.

Can I change or cancel my order?
Orders can be changed or cancelled while the status still shows Processing. Once it moves to Shipped, we're unable to make changes — you can return the item instead.

What payment methods do you accept?

  • Debit and credit cards ([Visa, Mastercard, Verve])
  • Bank transfer
  • [Mobile money / USSD]
  • Pay on delivery (selected locations only)
  • [Wallet / store credit]

Is it safe to pay on Abanista?
Yes. All payments are processed over an encrypted connection through our PCI-compliant payment partners. Abanista never stores your full card details.

My payment failed but I was debited.
Failed transactions are usually reversed automatically within [3–7] business days, depending on your bank. If it takes longer, send us the transaction reference and we'll follow up.

Do you offer invoices?
Yes — a VAT-compliant invoice is emailed with every order. You can also download it from My Account → Orders.

Shipping & Delivery

Where do you deliver?
We deliver across [Nigeria / all regions we serve], with expanded coverage in major cities. Enter your postcode at checkout to confirm availability.

How long does delivery take?

  • [Lagos / metro areas]: [1–2] business days
  • [Other major cities]: [2–4] business days
  • [Remote areas]: [4–7] business days

How much does shipping cost?
Shipping is calculated at checkout based on your location and order size. Orders above [₦XX,XXX] qualify for free standard delivery.

Can I pick up my order instead?
Yes. Choose Pickup at checkout and collect from any Abanista pickup point. Bring your order number and a valid ID.

Do you ship internationally?
[Yes — we ship to select countries. International delivery takes [X–X] business days and duties may apply.] / [Not yet — we currently deliver within [country] only.]

Returns & Refunds

What is your return policy?
Most items can be returned within [7/14/30] days of delivery, unused and in their original packaging with all tags and accessories.

Which items can't be returned?

  • Perishable goods
  • Personal care and hygiene products that have been opened
  • Intimate apparel
  • Digital downloads and gift cards
  • Items marked Final Sale

How do I start a return?

  • Go to My Account → Orders.
  • Select the item and choose Return or Replace.
  • Pick a reason and submit.
  • We'll email you a return label or arrange a pickup.

When will I get my refund?
Once we receive and inspect the item, refunds are issued within [3–5] business days. Bank posting can take a further [5–10] business days depending on your provider.

Can I exchange instead of refunding?
Yes — choose Exchange when submitting your return and select the replacement item. Price differences are charged or refunded automatically.

What if my item arrived damaged or wrong?
Contact us within [48 hours] of delivery with photos. We'll arrange a free replacement or full refund, including delivery costs.

Account & Security

I forgot my password.
Click Forgot Password on the login page and follow the email link. The reset link expires after [30] minutes.

How do I update my details?
Go to My Account → Profile to change your name, email, phone number, or addresses. You can manage saved cards under Payment Methods.

How do I delete my account?
Email [[email protected]] from your registered address. We'll confirm and remove your data within [30] days, subject to legal retention requirements.

How do you protect my data?
Read our full [Privacy Policy] and [Terms of Service]. We use encryption in transit, access controls, and never sell your personal data.

Products & Stock

Are your products genuine?
Yes. We source directly from brands and authorised distributors. Every item is inspected before dispatch.

An item I want is out of stock.
Click Notify Me on the product page and we'll email you the moment it's back.

Do you offer warranties?
Electronics and appliances carry the manufacturer's warranty. Keep your invoice — it's your proof of purchase.

Can I buy in bulk?
Yes. For wholesale or corporate orders, contact [[email protected]] with your requirements.

Promotions & Coupons

How do I apply a promo code?
Enter it in the Promo Code box at checkout and click Apply. Only one code can be used per order unless stated otherwise.

My code isn't working.
Check that it hasn't expired, that your cart meets the minimum spend, and that the items are eligible. Some codes exclude sale items.

Do you have a loyalty programme?
[Yes — earn points on every order and redeem them at checkout. See [Loyalty Programme] for details.] / [Coming soon.]

Contact Support

Still need help? We're here.

  • Email: [[email protected]]
  • Phone: [phone number]
  • Live chat: Available on every page, [Mon–Fri, 8am–6pm]
  • WhatsApp: [number]
  • Response time: We reply to most emails within [24 hours]

For order-specific issues, please include your order number so we can help faster.

Frequently Asked Questions

Do I need an account to order?
[Yes.] / [No — guest checkout is available, but an account lets you track orders and earn rewards.]

Can I order without a phone number?
A phone number is required so the courier can reach you on delivery day.

Can I change my delivery address after ordering?
Yes, if the order hasn't shipped. Contact support with your order number as soon as possible.

What happens if I miss my delivery?
The courier will attempt delivery [up to 3 times] and leave a note. Undelivered parcels are returned to us and refunded minus delivery costs.

Do you sell gift cards?
[Yes — available in [denominations] and valid for [12] months.] / [Not currently.]

How do I unsubscribe from marketing emails?
Click Unsubscribe at the bottom of any marketing email, or update your preferences in My Account → Notifications.