Question 1

How do I book a shipment with R-Zone?

Accepted Answer

You can book online via our Get a Quote form, call us on +44 800 772 0864, email info@r-zoneenterprises.com, or visit our Upminster, Essex warehouse in person. We confirm all bookings in writing with a unique reference number.

Question 2

What items can I ship to Nigeria?

Accepted Answer

We accept most general cargo including clothing, electronics, foodstuffs, household goods, documents, and personal effects. Some items require prior approval (dangerous goods, pharmaceuticals, high-value items). Contact us to check a specific item.

Question 3

What is the minimum weight for a shipment?

Accepted Answer

There is no strict minimum, but sea freight has a minimum charge equivalent to 5kg. Air freight has no minimum weight restriction. Contact us for small parcel or document-only shipments.

Question 4

Can I ship foodstuffs to Nigeria?

Accepted Answer

Yes — we accept most food items including African foodstuffs. Some items require NAFDAC compliance documentation upon arrival in Nigeria. We advise on specific food categories on request.

Question 5

How far in advance do I need to book sea freight?

Accepted Answer

We recommend booking at least 5 working days before the published cut-off date to guarantee space on the weekly sailing. The cut-off is typically 5 days before the vessel departure date.

Question 6

Can I change my delivery address after booking?

Accepted Answer

Yes, in most cases. Contact us as early as possible — address changes before customs filing are straightforward. Changes after customs filing may incur a small administration fee.

Question 7

How do I track my shipment?

Accepted Answer

Use our Track Shipment tool at r-zoneenterprises.com/track with your booking reference number (format: RZC-XXXX-XXXXX). You can also call +44 800 772 0864 or WhatsApp +44 7915 647 119 for a live update.

Question 8

When will I receive my tracking number?

Accepted Answer

Air freight tracking numbers are issued within 24 hours of cargo acceptance. Sea freight booking references are issued at booking confirmation, with vessel tracking details available after the sailing date.

Question 9

My tracking hasn't updated in several days — what do I do?

Accepted Answer

Occasional delays in tracking updates can occur, particularly during customs processing. If your tracking hasn't updated in more than 5 working days (air) or 2 weeks (sea), contact us and we'll investigate directly with the carrier.

Question 10

How will I know when my cargo has arrived in Nigeria?

Accepted Answer

We send SMS and email notifications at key milestones: departure, arrival at Lagos, customs clearance, and delivery attempt. If you haven't received notifications, check your contact details are up to date on your booking.

Question 11

Can the recipient in Nigeria track the shipment?

Accepted Answer

Yes — share your booking reference with the recipient and they can use our tracking tool or contact our Lagos team directly. We can also set up notifications to a Nigerian phone number on request.

Question 12

Do I need to pay customs duty in Nigeria?

Accepted Answer

Import duties may apply depending on the type and value of your goods. Duties are levied by the Nigeria Customs Service (NCS) and are payable by the recipient in Nigeria. We calculate expected duties and inform you at booking.

Question 13

What documents do I need for customs?

Accepted Answer

Typically: a completed packing list, commercial invoice (for business goods), and the recipient's address in Nigeria. We provide guidance on additional documents (NAFDAC, SON certificates) based on your cargo type.

Question 14

Why is my cargo held at customs?

Accepted Answer

Common reasons include: missing or incorrect documentation, prohibited item queries, undervalued declarations, or random inspection. Contact us immediately if you receive a customs hold notification — we handle clearance on your behalf.

Question 15

Can R-Zone handle customs clearance for me?

Accepted Answer

Yes — customs clearance is included in all our shipments. Our in-house customs team handles UK export declarations and our Lagos team manages Nigeria Customs Service (NCS) clearance.

Question 16

How long does customs clearance take in Nigeria?

Accepted Answer

Standard clearance takes 2–5 working days at Apapa or Tin Can Island ports. We apply for expedited clearance where available. Delays can occur during public holidays, port congestion, or if documentation is incomplete.

Question 17

Can I declare a lower value to avoid customs duty?

Accepted Answer

No — misdeclaration is a criminal offence in both the UK and Nigeria. R-Zone Enterprises will not file inaccurate customs declarations. We can advise on legitimate duty relief schemes.

Question 18

Do you collect from my home in the UK?

Accepted Answer

Yes — we offer door collection across the entire UK for an additional fee based on your location. Our Upminster, Essex warehouse also accepts drop-offs Mon–Fri 10AM–6PM and Sat 11AM–2PM.

Question 19

How long does door delivery in Nigeria take after customs clearance?

Accepted Answer

Lagos and surrounding areas: 1–3 working days. Other southern states: 3–5 working days. Northern states: 5–7 working days. We use our own delivery network in Lagos and trusted partners nationally.

Question 20

What happens if the recipient isn't home for delivery?

Accepted Answer

Our Nigeria delivery team will call the recipient ahead of delivery. If they are unavailable, the cargo is held at our Lagos facility for up to 5 working days at no charge. After 5 days, storage charges may apply.

Question 21

Can I collect my cargo from your Lagos warehouse?

Accepted Answer

Yes — recipients can collect from our Shagam Interchange, Lagos facility. Bring a valid ID and your booking reference. Call our Lagos team on arrival to arrange assisted collection.

Question 22

Do you deliver to all 36 Nigerian states?

Accepted Answer

Yes — we deliver to all 36 states and the FCT Abuja. Transit times vary by state. Some remote areas require the recipient to collect from a nearby town; our team advises at booking.

Question 23

What payment methods do you accept?

Accepted Answer

Bank transfer (BACS/Faster Payments), debit/credit card, and PayPal. Business accounts with regular shipments can apply for 14 or 30-day credit terms. We do not accept cash.

Question 24

When do I need to pay?

Accepted Answer

Individual customers: full payment is required before cargo is accepted. Business account customers: payment is due within the agreed credit period after invoice date.

Question 25

Can I get a refund if I cancel my shipment?

Accepted Answer

Cancellations more than 5 working days before sailing/dispatch: full refund minus £25 admin fee. 2–5 days before: 50% refund. Within 2 days or cargo received: no refund. See our Terms of Service for full details.

Question 26

How is the shipping cost calculated?

Accepted Answer

Charges are based on the greater of actual weight or volumetric weight. Volumetric weight = (Length × Width × Height in cm) ÷ 5,000 for air freight, ÷ 1,000 for sea freight.

Question 27

Are there any hidden fees?

Accepted Answer

No. Our quotes include customs clearance, standard packaging, and standard delivery. Additional charges (door collection, out-of-state delivery, insurance, packing service) are quoted separately and transparently at booking.

Question 28

My cargo arrived damaged — what do I do?

Accepted Answer

Report damage within 7 days of delivery to claims@r-zoneenterprises.com. Include your booking reference, photos of the damage, photos of the packaging, and an estimate of the value affected. We respond within 2 working days.

Question 29

My cargo hasn't arrived — what do I do?

Accepted Answer

If your cargo hasn't arrived within 14 days of the expected delivery date, contact us immediately. We will investigate with the carrier and our Nigeria team. Cargo missing for more than 30 days is classified as lost and a claim can be submitted.

Question 30

How do I make a formal complaint?

Accepted Answer

Email complaints@r-zoneenterprises.com with your booking reference, a detailed description of your concern, and what resolution you're looking for. We acknowledge within 2 working days and aim to resolve within 14.

Question 31

What compensation can I claim for lost cargo?

Accepted Answer

Air freight liability is capped at 19 SDR/kg under the Montreal Convention. Sea freight liability is capped under the Hague-Visby Rules. Cargo insurance significantly increases your compensation entitlement — we strongly recommend it for all shipments.

Question 32

How do I claim on my cargo insurance?

Accepted Answer

Contact claims@r-zoneenterprises.com with your booking reference and insurance certificate number. We will assist you with the insurer's claims process. Insurance claims should be submitted within 30 days of the incident.

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