ORDER POLICIES

GENERAL

WEBSITE USE

This Website is owned and controlled by The Dye Lab Company, a company registered in Lagos, Nigeria. By using this Website, you agree to the terms and policies guiding its use.

The content and policies on this Website are updated regularly. Kindly refer to our existing policies before using the Website and making a purchase on it.

All content on this Website, including but not limited to graphics, images, text, logo, icons, audio, video clips, and data compilations, is the intellectual property of Dye Lab and/or our Affiliates. By using our website, you agree that such content is protected by applicable intellectual property laws within and outside Nigeria.

This Website may contain links to other third-party sites. Unless expressly stated, Dye Lab has no affiliation to or control over any of such sites. As such, Dye Lab assumes no responsibility or liability for any form of loss or damage that may occur from your use of such sites.

All orders can be placed directly via our Website or any of our communication channels: Instagram, Email, and WhatsApp.

• Our available communication days for responding to order or fulfilment inquiries are Monday – Saturday, from 10am - 5pm WAT (excluding public holidays).
  
• All individual orders take 20 working days after payment for production, excluding weekends or public holidays. In the case of backlogs, your order may take up to 25 working days for production.
  

PRODUCT AVAILABILITY

• All products on the Website are subject to availability and price modifications. Dye Lab reserves the right to change prices or modify listings at any time.
  
• Due to the unique nature of our production and dyeing processes, no two items are ever the same. Colours, prints, and fabrics may differ slightly from the order reference image.

SHIPPING

GENERAL

• Dye Lab partners with trusted third-party logistics providers for local and international deliveries.
  
• When placing your order, please ensure billing and shipping address details are accurate, as we cannot modify them once the item has been ordered or dispatched.
  

TIMELINES

Shipping and delivery timelines start from the date of dispatch and are subject to the operations of our logistics partners.

• Deliveries within Lagos: 1–2 business days
  
• Deliveries within Nigeria (outside Lagos): 2–3 business days
• International deliveries: 3–5 business days

SHIPMENT TRACKING

• For shipments outside Lagos, a Shipment Tracking Number will be emailed to you once your order is dispatched.
  
• If you do not receive your order within 10 working days of dispatch, notify us promptly.
  
• If we do not hear from you within 14 working days of dispatch, we will assume the parcel was received in perfect condition.

SHIPPING FEES & CUSTOM DUTIES

• Shipping fees vary by destination and are shown at checkout.
  
• Product prices exclude shipping fees and taxes.
  
• Customs & Import taxes are your responsibility and vary by country.
  
• Dye Lab is not liable for delays or additional fees imposed by customs or logistics providers.
  

RETURNS

SALES & CUSTOM ITEMS

• Items purchased during pop-up sales or on sale are non-returnable unless defective.
  
• Custom-made items are non-returnable unless defective.
  

CONDITIONS FOR RETURN

We accept returns for regular-priced, sale, or custom items only if:

• You received the wrong item (e.g., wrong color or size).
  
• You received a faulted item (e.g., tear, stain, or defect from production).
  

NOTE
Items damaged due to improper care that violates our care guidelines will not be accepted. Refer to our FAQ for proper care instructions.

ITEMS PURCHASED FROM RETAILERS

Items bought via third-party retailers must be returned directly to those retailers.

INITIATING A RETURN

• Contact our Customer Care Team via email within 14 working days of receipt.
  
• Include clear photos of the issue. Once confirmed, our team will suggest options: remake, exchange, or discount.
  
• Ship the faulted item back to our studio within 20 working days. After receiving it, allow up to 20 working days for processing.
  

PACKAGING YOUR RETURN

• Items must be in original condition, with labels and tags attached.
  
• Include original packaging and branding materials.
  

REQUESTING A REFUND

We may offer refunds if:

• You notify us within 10 working days and return the item within the window.
  
• The item is in perfect, reusable condition.

Once we inspect your item, we will confirm your eligibility. Approved refunds are processed within 5–10 working days. If disapproved, a discount will be provided for your next purchase.

Items returned late will not be refunded but may receive store credit.

LIABILITIES

• We are not responsible for items lost or damaged during return shipping.
  
• Remakes or refunds are processed only after receiving the item in perfect condition.
  

EXCHANGE ON AN EXISTING ORDER

• You may request an exchange within 72 hours of placing an order, for items of equal value.
  
• Approved exchanges reset your production timeline, which begins from the day of the exchange.