Refund policy

It is the customer’s responsibility to initiate and process any refund request, where applicable, in accordance with this Return & Refund Policy. All return and refund procedures must follow the guidelines outlined below.

To be eligible for a return, your item must be in the same condition that you received it unworn, unused, unwashed, undamaged, with all tags attached, and in its original packaging. You must also provide the receipt or valid proof of purchase.

To initiate a return, please contact us at info@citymarketng.com


Returns must be pre-approved before sending the item back. Once your request is reviewed, we will provide:

  • Return authorization
  • Return instructions
  • The designated return address: La Ciudad Mall, KM 12 Lekki-Epe Expressway, Ikota, Lekki, Lagos State

Items returned without prior approval will not be processed or refunded.

For any questions regarding returns, you may contact us at: info@citymarketng.com

1. Return Window

Return requests must be submitted within 24-48 hours of delivery for all eligible non-perishable items. Requests made outside this return window may not be approved.

2. Condition Verification

All returned items undergo a quality inspection. Returns may be rejected if:

  • Items show signs of use, wear, or damage
  • Packaging or tags are missing
  • Items contain odors, stains, or alterations

Rejected returns will be sent back to the customer at their cost.

3. Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Perishable or consumable goods
  • Health, hygiene, or personal-care products
  • Customized or special-order items
  • Hazardous or flammable materials
  • Sale/discounted items and gift cards

4. Damage, Defects, or Wrong Items

Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, notify us within 24 hours with photos/videos for verification. We will replace, exchange, or refund the item after assessment.

5. Exchanges

The fastest way to receive an alternative item is to return the original product (once approved) and make a new purchase.

6. Refunds, Returns, and Exchanges

Refunds, returns, or exchanges apply exclusively to online purchases made through our official online platforms. All in-store purchases are final sale and are not eligible for refunds, returns, or exchanges.

Refund Processing

Once we receive and inspect your return, we will inform you of approval or rejection.
Approved refunds will be issued to the original payment method within 10 business days.
Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at info@citymarketng.com

7. Order Cancellation

Orders may only be cancelled if they have not yet been processed or shipped.
Once dispatched, customers must follow the return process.

8. Shipping & Delivery Policy

City Market by La Ciudad is committed to providing fast, reliable, and secure delivery across Lagos and nearby areas through our verified logistics partners.

  1. Delivery Coverage

We currently deliver to:

  • All locations within Lagos State
  • Nearby surrounding areas, serviced through trusted third-party logistics companies

Delivery availability may vary based on accessibility, distance, and partner coverage.

  1. Delivery Timeframes

Delivery timelines begin once your order has been confirmed and dispatched.

Within Ikota & Lekki Axis

  • Same-day or next-day delivery for orders placed before the daily cut-off time
  • Orders placed after cut-off may be processed the following business day

Outside Lekki Axis

  • Delivery typically takes 1–2 business days, depending on distance and traffic conditions
  1. Important Notes
  • Delivery timelines may be extended during:
    • Weekends and public holidays
    • Peak shopping periods
    • Severe weather, high-traffic days, or operational delays
  • Business days exclude weekends and public holidays
  1. Delivery Fees

Shipping fees are calculated automatically at checkout based on:

  • Delivery distance
  • Order weight or size
  • Type of delivery (standard or express, where available)
  1. Free Delivery
  • Selected locations qualify for free delivery on orders above ₦50,000
  • Eligibility will be shown during checkout

9. Order Tracking & Updates

Once your order has been dispatched, you will receive:

  • SMS and/or WhatsApp updates containing tracking details or rider information
  • Real-time updates from our logistics partners as your order is en route

If you do not receive tracking information, please contact us.

10. Missed Deliveries & Re-Deliveries

Where a delivery rider is unable to reach the customer at the delivery address or by phone, the delivery will be classified as missed. The initial delivery fee charged will apply to the missed delivery and is non-refundable.

Customers may request another delivery attempt for eligible items, provided that the applicable delivery fee is paid again prior to re-delivery.

Customers are strongly encouraged to keep their phone lines available during the scheduled delivery window.

a. Perishable Goods

In the case of perishable items, if a delivery attempt fails:


i. The sale shall be deemed completed immediately after the failed delivery attempt.
ii. The customer may opt to pick up the item in-store within 24 hours of the missed delivery.
iii. If the customer fails to pick up the item within the 24-hour window, the sale will remain completed, and the customer will be categorized as a “no-show.”

iv. The Corporate Social Responsibility (CSR) process will apply upon failure to pick up within the stipulated time window.

CSR Process for Perishables:

  • CSR process applies immediately after the lapse of the 24-hour in-store pickup window.
  • To avoid wastage, such perishable items will be distributed to the community as part of the company’s CSR initiative.
  • The order status will be updated to “completed-no-show (CSR processed)” and document all actions taken.

b. Non-Perishable / Returnable Goods

Where a missed delivery involves non-perishable or return-eligible goods:

i. The customer may request up to three (3) additional delivery attempts.

ii. Each re-delivery will require payment of the same delivery fee before the new delivery date.

iii. After the third failed delivery attempt, the customer must either:
a. Proceed in accordance with the Refund & Return Policy, or
b. Opt for in-store pickup, which must occur within 7 days.

iv. If the customer chooses in-store pickup after the third failed attempt, Customer Service must be notified within 24 hours.

v. Failure to notify Customer Service and/or failure to pick up within the required timeframe will result in the sale being deemed completed, and the customer will be categorized as a “no-show.”

vi. The Corporate Social Responsibility (CSR) process will apply upon failure to pick up within the stipulated timeframe.

CSR Process for Non-Perishables:

  • A 7-day window for in-store pickup applies to non-perishable items after a failed delivery or failed re-delivery attempt.
  • If the customer does not pick up the item within 7 days, the CSR process will apply.
  • Goods will be moved to out-storage for 30 days to allow the company to collate undelivered items designated for CSR.
  • After the 30-day out-storage period, the goods will be processed for CSR activities (e.g donation to communities or charitable initiatives).
  • The order status will be updated to “completed-no-show (CSR processed)” and document all actions taken.

11. Inspection upon Delivery

Customers are encouraged to:

  • Inspect items immediately upon receipt
  • Report incorrect, damaged, or missing items within 24 hours of delivery

Issues reported after this period may not be eligible for review.

12. Delivery Restrictions

Certain areas with limited access or security restrictions may experience:

  • Longer delivery times
  • Specific delivery windows
  • Additional charges

You will be notified if your location falls under such restrictions.

13. Customer Support

For any delivery questions or concerns, please contact our support team:

Email: info@citymarketng.com
Phone: 0704 700 8055

We are always happy to help.