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Dope Mall Customer CareHow can we help you?
Dope Mall Customer Care
How can we help you?
Dope Mall Customer Care
How can we help you?
Frequently Asked Questions (FAQs)
1. General Questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email and SMS to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through the helpdesk or via WhatsApp to +23231028689.
Where do you ship?
We currently deliver to Western Area Urban and Rural, Bo, Kenema, Makeni, Port Loko, and Bonthe. For more info about our delivery timelines, click here.
For shipping outside of these districts, please reach out to our support through our helpdesk.
2. Payment
What payment methods do you accept?
You can purchase on our website using your orange money account, your paypal account, and a debit or credit card. We also offer pay on delivery which is no risk for you.
You can chose these payment methods at checkout.
Which currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currencies: SLL, USD, and EUR.
You will be charged in Sierra Leonean Leones (SLL) if you choose Orange Web Pay or Pay On Delivery as payment method.
If your credit or debit card use another currency, then you will be charged in USD, or EUR, depending on the payment method you choose. Your bank will apply the corresponding conversation rate of the currency you choose.
Do you offer 3 or 4 times payment option?
We accept 3 times payment thank to our partners 2Checkout and Orange.
You will be able to chose that payment option on checkout
3. Shipping and Delivery
Do you offer fast and free shipping?
We offer fast shipping on all shipped from Freetown orders within western area.
How can I track my package?
Once you have placed your order, we will send you a confirmation email and SMS to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery courier will reach out to schedule a new delivery date depending on the location and delivery method you choose.
4. Returns
Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 7 days of delivery
- The return is made within 5 days of the return or exchange request
To ask for a return, please contact our support using our helpdesk.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
How long does it take to process a return?
Returns are confirmed within 7 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 7 days of our services accepting your return.
5. Other questions
Do you have physical stores?
Yes, we currently have one physical store located at 71 Berwick Street, St. John Freetown.
Are all products on Dope Mall 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 any seller found to be selling non-genuine products is immediately delisted from Dope Mall.