Returns & Refunds

Our Promise to You

At FAWOYE, we engineer comfort into every pair so you can focus on going places. We want you to feel completely confident in your purchase. Because shoes are personal and fit is unique to you, we have designed a fair, transparent, and customer-friendly returns process.

Please read this policy carefully before making a purchase. By placing an order, you agree to these terms.

1. Returns Window

You may request a return or exchange within 14 calendar days from the date of delivery.

We recommend initiating your return request as soon as possible after receiving your order.

2. Eligibility & Conditions for Returns

To qualify for a return or exchange, the item(s) must meet ALL of the following conditions:

• Unworn and Unused — The shoes must show no signs of wear, dirt, scuffs, or stretching. They should look as new as when you received them.
• Original Packaging & Condition — Must be returned in the original shoe box, with all original tags, tissue paper, dust bags, and inserts intact.
• Hygiene & Resaleability — Due to the personal and hygienic nature of footwear, worn or tried-on shoes cannot be accepted for return (except in cases of defect or error on our part).
• Proof of Purchase — Order number, confirmation email, or receipt must be provided.

3. How to Initiate a Return or Exchange

We make the process simple and personal — WhatsApp is our preferred and fastest channel:

• Message us on WhatsApp (+234 805 900 7224) or email support@fawoye.com with your order number, the item(s) you wish to return/exchange, and the reason.
• We will review your request and provide return authorisation and shipping instructions (including the return address in Ilorin, Nigeria).
• Pack the item(s) securely in the original packaging.
• Ship the package using a reliable courier and retain your tracking number.

Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or we made an error in fulfilling your order.

4. Refunds

Once we receive and inspect your return:

• Inspection usually takes 3–5 business days after we receive the package.
• If approved, we will process a full refund (excluding original shipping costs, unless we were at fault) to your original payment method via Paystack.
• Refunds typically appear within 5–10 business days, depending on your bank or card issuer.
• You will receive an email confirmation once the refund has been processed.

5. Exchanges

We are happy to exchange for a different size or colour of the same style, subject to availability. Contact us via WhatsApp or email to request an exchange. You may need to pay any price difference or return shipping. We will guide you through the process.

6. Non-Returnable Items

The following cannot be returned or exchanged:

• Worn, used, or tried-on shoes
• Items damaged or altered by the customer
• Items returned without original packaging or tags
• Final sale, clearance, or specially marked items (clearly indicated on the product page)

7. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery (ideally with photos). We will arrange a free return, replacement, or full refund at our expense. Your satisfaction and comfort are our priority.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under Nigerian consumer protection laws or applicable laws in your country of residence. If you are in the UK or EU, you may have additional cooling-off rights under consumer law.

9. Tips to Reduce Returns & Get the Perfect Fit

We want every pair to become your favourite:

• Check our detailed size guide on each product page.
• Measure both feet in the evening (feet swell during the day).
• Read the product description for fit notes (e.g., "true to size", "slightly narrow", etc.).
• Reach out via WhatsApp before ordering if you have any sizing questions — we're happy to help.