FAQ'S

How Long Will It Take to Receive My Order?

Our timelines depend on whether your item is Ready-To-Wear or Made-To-Order.

Made-To-Order (MTO):
Production takes 7–21 working days.

Ready-To-Wear (RTW):
Items are processed and shipped immediately. (1-2 Working days)

Estimated Delivery Times (after dispatch):

  • Local (Nigeria): 1–5 working days
  • International: 7 –14 working days

⚠️ Please note: Delivery timelines begin after dispatch, not at checkout or payment confirmation.

For full details, please review our Delivery Policy [HERE].

Important Notice About Timelines

It is the customer’s responsibility to review product availability, production timelines, and delivery estimates before placing an order.

Orders placed without confirming the delivery window are not eligible for refunds. In such cases, customers may be required to select an alternative item, in line with our policies.

Do You Ship Internationally?

Yes. We ship internationally to all countries serviced by DHL.

Wherever you are in the world, we’re happy to deliver to you.

Do I Have to Pay Customs Duties or Import Taxes?

Yes. Customs duties and import taxes are not included in your order total.

These charges are set by your country’s customs authorities and must be paid directly to DHL (or the courier used) upon arrival.

We do not control, estimate, or waive customs charges. Refusal to pay duties may result in the parcel being returned or destroyed, and refunds will not be issued. Store credit may be offered if the parcel is successfully returned.

What Payment Methods Are Accepted?

We accept the following payment options:

  • Bank Transfer
  • USSD Payments
  • Credit & Debit Cards
  • PayPal (on request)

🇳🇬 For Nigerian customers:
If you’re using a Nigerian bank card, please select Flutterwave at checkout for the smoothest transaction experience.

My Nigerian Card Isn’t Going Through — What Should I Do?

If you’re using a Nigerian debit or credit card, select Flutterwave as your payment gateway at checkout.

Flutterwave is optimized for Nigerian cards. If issues persist, please contact our support team for assistance.

Do I Need an Account to Place an Order?

No. You can check out as a guest.

However, creating an account gives you access to exclusive discounts, faster checkout, and order history.

Can I Cancel or Change My Order?

If your order has not entered production or been dispatched, you may contact us to request changes:

📧 customercare@therailclothing.com
📱 WhatsApp: +234 806 284 1557

Please note:

  • Made-To-Order items cannot be cancelled once production has started
  • We do not offer refunds for change-of-mind purchases

Refer to our Returns & Exchange Policy for full details.

How Do I Choose the Right Size?

We strongly recommend reviewing our Size Guide before placing an order.

Garment fit and length may vary depending on height, body proportions, and fit preference. Model images are for styling reference only, and model height is provided as a guide where applicable.

Differences in fit or length due to body proportions do not indicate an incorrect item was sent.

What If My Parcel Is Marked Delivered but I Didn’t Receive It?

Once a parcel is marked “Delivered” by the courier, it is considered successfully delivered.

Please:

  • Check with household members or neighbours
  • Review delivery updates from DHL
  • Contact the courier directly using your tracking number

We are not responsible for parcels marked as delivered by the courier.

What Happens If I Don’t Collect My Parcel?

If your parcel is delivered or made available for collection but not picked up within the carrier’s timeframe, it may be returned to us.

In this case:

  • Refunds are not issued
  • Store credit may be provided for the product value only (excluding shipping and return fees), subject to inspection

What Happens If I Don’t Pay Customs Duties?

If customs duties or import taxes are not paid:

  • The parcel may be held, returned, or destroyed by customs
  • Refunds will not be issued

If the parcel is successfully returned to us, store credit may be offered for the product value only, excluding shipping and return fees.

Who Should I Contact If I Have Questions?

We’re happy to help.

📱 WhatsApp: +234 806 284 1557
📸 Instagram: @therailnigeria
📧 Email: customercare@therailclothing.com

We’re here to make your shopping experience smooth and enjoyable.