Most frequent questions and answers

Order & Payment

What payment methods are accepted on Fhilmart?

We accept a variety of payment methods including:

• Direct Bank Transfer:  Allows direct payment into Fhilmart Provided Bank account.

• Pay on Delivery: Allows for payment in cash, or with credit/debit card, bank transfer, or Mastercard upon delivery.

• Paystack: Allows you to pay using Paystack payment gateway with credit/debit card, bank transfer, or Mastercard.
How secure is my payment on Fhilmart

Fhilmart prioritizes customer payment security with encryption, and secure servers. Regular monitoring and auditing are also performed to maintain a secure environment for transactions.

What do I do if my payment is declined?

If your payment is declined, you can check the following to resolve the issue:

  • Check the spelling and billing information you entered for accuracy.
  • Ensure that your credit card has sufficient funds or that your bank account has enough balance.
  • Check if there are any restrictions on your card, such as a daily spending limit.
  • Make sure your card has not expired.

If you’ve checked the above and your payment is still declined, you can contact our customer service for assistance via our livechat.

Note: It is recommended to keep the details of the error message that appears during the declined transaction to provide to our customer service for a faster resolution.

Can I pay cash on delivery for my orders?
Yes, you can pay for your orders in cash upon delivery on Fhilmart.
 
You can choose to pay in cash or opt for other payment options such as a credit/debit card, bank transfer, or Mastercard payment – all without the need to enter payment information beforehand.
What should I do if I have been charged twice for the same order?

If you have been charged twice for the same order, you can contact Fhilmart customer service for assistance in resolving the issue. They can be reached through our social media channels.

Please provide the following information to Fhilmart customer service when reporting a double charge:

• Your name and email address used to place the order.

• Order number and date of purchase.

• Details of the double charge (amount, date, and transaction number).

Fhilmart customer service will assist you in resolving the issue and arranging for a refund if applicable.

How do I know if my payment has been processed successfully?

You can check the status of your payment by following these steps:

Step 1: Go to the “ORDERS” section in your account dashboard.

Step 2: Find the order in question and check its status. If the payment has been processed successfully, the order status should be “Confirmed.”

You will also receive a confirmation email from Fhilmart after a successful payment. If you do not receive a confirmation email, or if you have any concerns about your payment, you can contact our customer service via our social media handles or send us an email to info@fhilmart.com

Can I cancel my order and get a refund after payment has been made?
 

If the order hasn’t been shipped yet, you can cancel your order and get a refund.

How long does it take for my payment to be processed?
Most payments on Fhilmart are processed immediately when completed. However, specific processing times may vary depending on the payment method.

To ensure that your payment is processed quickly, we recommend that you double-check all the information before completing the checkout. If you are experiencing an issue with your payment, please contact our customer service team for further assistance.

When will my order be delivered?
 

Your order will be delivered on or before the delivery date stipulated at the checkout page and in the confirmation email sent.

Most frequent questions and answers

Delivery

How can I track my delivery?
To check the delivery status of your order, you can follow these steps:

Step 1: Log in to your account.

Step 2: Click on the “My Account” button and select “ORDERS” from the dropdown menu.

Step 3: Locate the order for which you want to check the delivery status and click on the “View” button.

Step 4: On the order details page, you will be able to see the status of your order.

Step 5: If the delivery status is “Shipped,” you can click on the “TRACK  ORDER” button to view the delivery tracking information.

Step 6: If you have any concerns about the delivery status, you can contact our customer service team.

Note: When you place an order, you are provided with a delivery timeline. 

On the day of delivery, the delivery agent will also call you.

When will my order be delivered?
Your order will be delivered on or before the delivery date stipulated at the checkout page and in the confirmation email sent. 
Can I change my delivery address after placing an order?
 

Once the order has been placed, it is not possible to make changes to the delivery information.

It is important to carefully review and confirm the accuracy of your delivery information, such as your address and phone number, before placing an order on Fhilmart. To make sure that your order is delivered properly, please double-check your delivery information on the checkout page.

What is the delivery fee?
 

The delivery fee is the cost incurred by Fhilmart and its logistics partners for delivering your order to the selected address.

The delivery fee amount can vary based on factors such as your geographic location, the delivery method chosen, the shipment method, and the size or category of the product ordered.

You can review the delivery fee before placing your order on the product page and during the checkout process.

Are all products on Fhilmart original and genuine?
Yes. We are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure that we maintain all standards, no compromise.
Will all of the items placed in my order arrive separately?
No, all orders placed same time and same day arrive at the same time.
 
If mistakenly an order is placed when others are shipped, immediate arrangement is done for the next shipment. (T&C) applies.
 
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