Exchanges and refunds

The short version

Wrong size, swap it. Faulty, wrong item, or it never arrived, you get your money back or a replacement, your choice. Changed your mind about a pair that fits and is fine, we cannot take it back. Every pair is made in short runs by hand, and one that has been worn outside cannot go back on the shelf.

Swapping a size

You have 7 working days from the day your order is delivered to ask for a swap. Weekends and public holidays do not count. Swaps stay inside the same piece, so it is a different size or a different colour of what you already have, not a different product.

To start one, message us on WhatsApp or email [email protected] with your order number and the size you want instead. We check the size is with us before we approve it, and you get an email either way.

Condition

The pair must come back unworn outdoors, with clean soles, in its bag, with any tags still on. Try them on indoors, on a rug or a tiled floor, before you decide. We check what comes back, and a pair that has clearly been worn out is sent back to you.

Who pays for what

On a size swap you cover sending the pair back and we cover sending the replacement out. Delivery you already paid is not refunded on a swap.

If the piece arrived faulty, damaged, or is not what you ordered, we cover both directions and the original delivery. Tell us when you ask, and send a photo.

If your size has gone

Sizes are only held once a swap is approved, so one can sell out while a request is waiting. If that happens we will offer another size, another colour, a credit against a future order, or your money back.

When we refund

We refund in these cases:

• The piece is faulty, damaged in transit, or not what you ordered, and you would rather have the money than a replacement.
• We cancel your order, or cannot make or deliver what you paid for.
• The parcel never reaches you and the courier cannot account for it.
• You cancel before we have dispatched, or before we have started cutting a made-to-order pair.
• You were charged twice, or charged the wrong amount.

Tell us within 48 hours of delivery if something is damaged or wrong, with a photo. For a fault that shows up later, message us and we will look at it. Handmade leather creases, softens and wears, and that is not a fault. A sole coming away or stitching giving out in normal wear is.

How a refund reaches you

Anything paid through Paystack goes back the same way, to the card or account you used. Transfers and WhatsApp orders go back to the account the money came from, so we may ask you to confirm it. We start the refund within 2 working days of agreeing it, and your bank usually takes another 5 to 10 working days. Refunds go to the person who paid, not to anybody else.

Cancelling an order

Message us as soon as you can. Before dispatch we cancel and refund in full. A made-to-order pair can be cancelled up to the point we start cutting, and after that we cannot, because the leather is already committed to your size. Once a parcel is with the courier it is too late to cancel, and you will need to use the swap or refund routes above.

What we cannot take back

• A pair worn outdoors, marked, or with a worn sole.
• Anything altered, resoled or repaired by someone else.
• A piece made to your own measurements or personalised for you, unless it is faulty.
• A request made after the 7 working day window has closed.

If we cannot agree

Come to us first, with your order number and a photo. Almost everything is settled in a message. Nothing here takes away the rights you have under Nigerian consumer law, and if we cannot sort it out you can take it to the Federal Competition and Consumer Protection Commission.