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HELP CENTER

🔎 1. Quick Guide

Start here if you’re new:

  • How to place an order
  • How to request sourcing
  • How long delivery takes
  • How to track your order
  • How to contact support

Scroll down for detailed guidance.

📌 2. Shopping & Orders

How do I place an order on LUCE MART?

  1. Browse our collections or use the search bar
  2. Click on a product
  3. Tap “Add to Cart”
  4. Go to Checkout
  5. Enter your shipping details
  6. Make payment
  7. Receive instant order confirmation

Alternative:
You may also order directly through WhatsApp if you prefer.

Can I order without creating an account?

Yes. Guest checkout is available, but creating an account allows you to track all orders easily.

How do I send a product for sourcing?

You can send:

  • A product link (1688, Alibaba, Taobao, Jumia, etc.)
  • A clear description
  • A photo or screenshot

Once we receive it, we will:

  1. Find at least 2–4 verified suppliers
  2. Share product cost
  3. Share shipping fee estimate
  4. Wait for your approval
  5. Proceed with ordering and QC
  6. Ship to Nigeria and deliver to you

How will I know if my order is confirmed?

You instantly receive:

  • Order confirmation email
  • WhatsApp confirmation (if selected)
  • Payment receipt

💳 3. Payments

What payment methods do you accept?

  • Paystack
  • Flutterwave
  • Bank transfer
  • Card payments
  • Pay On Delivery (POD)

Are payments safe?

Yes. All transactions are encrypted using bank-grade security. LUCE MART does not store card details.

Can I pay on delivery?

Yes, you can.

Why was my payment declined?

Possible reasons:

  • Wrong card details
  • Insufficient funds
  • Bank restrictions
  • Network issues

Try again or use an alternative payment method.

🚚 4. Shipping & Delivery

How long does delivery take?

Within Lagos

  • Same day
  • Or 24 hours

Outside Lagos (Nigeria)

  • 2–5 business days

China Sourcing Orders

Delivery depends on shipping method:

  • Air Cargo (Fast): 8–12 days
  • Consolidated Air Freight: 10–15 days
  • Sea Cargo: 25–45 days

Times exclude supplier processing or factory production.

Do you ship nationwide?

Yes. We deliver to all Nigerian states and major cities.

Do you offer express delivery?

Yes. Extra charges apply.

How are delivery fees calculated?

Delivery fee is based on:

  • Location
  • Courier type
  • Weight/size of the package
  • Delivery speed (same day, next day, or standard)

🔍 5. Order Tracking

How do I track my order?

Visit our Track Order page and enter:

  • Tracking number
    or
  • Order ID

You will see:

  • Processing status
  • Shipped status
  • Delivery progress
  • Estimated arrival date
  • Courier information

My tracking number is not updating.

This is normal.
Reasons:

  • Courier has not scanned the parcel yet
  • Shipment just left the warehouse
  • Tracking systems take 2–6 hours to sync
  • For international shipments, scans begin once item leaves China

If it takes longer than 24 hours, contact support.

Can I track sourced items?

Yes — you will receive a full sourcing progress timeline, including:

  • Supplier verification
  • Payment sent to supplier
  • Production/processing
  • Quality check
  • Consolidation
  • Shipment from China
  • Lagos warehouse arrival
  • Local delivery

🔄 6. Returns & Refunds

Can I return my item?

Yes, if:

  • Item is unused
  • Item is in original packaging
  • You contact us within 48 hours of delivery

What items cannot be returned?

  • Used or damaged items
  • Intimate items
  • Clearance/flash sales
  • Custom-made products
  • Sourced items after leaving supplier

How do refunds work?

Once approved:

  • Refund is processed within 1–5 business days
  • Refund is sent to your bank account or wallet

Can I get a refund for sourcing?

Sourcing service fees are non-refundable.
But if the supplier cannot fulfil, product cost is refunded.

🛠️ 7. Custom Purchase & Sourcing

What is custom purchase?

A service where we help you buy any product from:

  • 1688
  • Alibaba
  • Taobao
  • Temu
  • Other global vendors

Even if the seller does not ship to Nigeria.

How does sourcing work?

  1. You send product request
  2. We find verified suppliers
  3. We confirm prices
  4. You pay
  5. We purchase
  6. QC is done
  7. Shipment to Nigeria
  8. Delivery to you

You receive tracking during every step.

Is sourcing safe?

Yes — we only use verified suppliers with good ratings and track record. We also perform quality checks.

📞 8. Contact Support

How can I contact LUCE MART?

WhatsApp: +234 706 369 0462
Phone: 0706 369 0462
Email: support@lucemart.com

When is support available?

Monday – Saturday
9AM – 6PM

We typically respond within 2–6 hours.

🧭 9. Helpful Pages

Use these links for fast support:

💬 10. Still Need Help?

We’re here for you.
Send us a message anytime, and our support team will assist you quickly.