FAQs

RETAIL

What currencies and payment methods do you accept?

The acceptable payment currency on our online store is currently Naira. And the acceptable payment method is online payment via debit/credit card.

Is my payment information safe?

Yes, your personal information is treated with care and is only transferred over to us via a secure server connection, so no financial information is held on our systems. Also, we are a member of ‘Verified by Visa’ and ‘Secure by Mastercard’ which provide additional security when using your payment cards for online purchases.

What do I do if my payment fails?

Your order will only be confirmed if the payment has been successfully processed. we recommend you double check to ensure you are inputting the correct card details. If the challenge persists, please contact us via shoes@chicsoles.com and our customer service team will assist.

How do I place an order?

To place an order, please follow the instructions below:

  1. Select the item you like and tick all applicable variants i.e. size, colour, etc.
  2. Click ‘add to cart’. You can add as many items as your like to your cart before proceeding to payment.
  3. To proceed to payment, click the shopping bag on the top right of the screen which will lead you to the checkout point to pay with your card. The delivery fee will be indicated and factored into the total cost.
  4. Simply enter the required information to complete your purchase.
Why was I able to place an order for an out of stock item?

Due to the rate at which our customers make purchases, we can sell out quickly. We try our very best to keep stock levels up to date, however, our website may not always update quickly enough while you are placing your order. Hence in the event of such, we will contact you as soon as possible to confirm the cancellation of your order. If you have ordered more than one item, the rest of your order will be dispatched, while you will be given the option of a coupon to order another item or a refund of the cost of the item which is out of stock.

Can I cancel my order?

We are not able to edit an order once it has been placed, as our warehouse team work hard to ensure your order is processed and dispatched as quickly as possible. You can, however, amend your order as much as you like before you proceed to checkout.

If after your order has been placed you wish to cancel your order, we recommend contacting us as soon as possible. We will only be able to cancel orders that have not yet been processed by our warehouse team.

When will my order be shipped?

As soon as payment is received, your order will be delivered to you in 3 working days if your delivery address is within Lagos Nigeria, and 5 working days if it is in another state in Nigeria.

How is the delivery fee determined?

The cost of delivery is determined by our logistics partners. However, on request, a customer can send their preferred logistics company to pick up their order at their own risk.

Kindly note that ChicSoles will not be liable for any eventualities that may arise as a result of external arrangements.

RETURN POLICY

Does Chicsoles accept returns and initiate refunds?

Chicsoles only offers the option of exchange on items returned and not a refund. Returns are also only processed under a range of circumstances, which will be addressed in subsequent tabs.

What are the circumstances under which ChicSoles can initiate an exchange?
  1. If a customer mistakenly ordered a wrong size, we could offer an exchange for the exact type if available and if notified within 24 hours. However, all logistics cost associated with this type of exchange will be handled by the customer. Kindly note that this is one-off.
  2. ChicSoles believes in quality and integrity, hence will not deliver a damaged item to her customer. However, if a customer at the point of receiving the item identifies a damage, he/she is advised to flag it immediately while the dispatcher is still on site. We will ensure the item is exchanged and bear the cost of logistics. Customers are kindly advised to unpack and look closely at their shoes before accepting them from the dispatcher, as any issues identified after then will be treated as invalid.
  3. ChicSoles will not initiate an exchange based on the customer’s change of preference. Hence all customers are also advised to be certain of their choices before placing their orders.
How soon will the customer receive the exchanged items?

The exchanged item(s) will be delivered to the customer within 2 working days, after pick-up.

What if the item to be exchanged is no longer available?

In a situation where the customer mistakenly ordered a wrong size and has sent proof of size error which has been validated by our team, we would advice the customer to initiate a return of the initial item and order for a different one of the same price. And if none of the shoes in stock appeal to the customer, we will issue a coupon for future purchase to be used within 3 months of issuance.

However, in a situation where the reason for the exchange is as a result of damage as indicated in previous slides, within this context, the customer will be refunded the cost of the shoes, excluding delivery charges.

Is the return policy flexible?

We love our customers and ensure we offer the most memorable shoe-shopping experience to everyone of them. However, our Return Policy forms a solid part of our Standard Operating Procedures (SOP) which have been carefully thought-through and enacted by our Management Team.

Nonetheless, reviews could occur in the future based on industry and company based considerations.

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