FAQ

Let's answer any questions you may have.

Shopping & Products

I don't know my shoe size

No problems. Please refer to this guide here to find determine it.

Are the products readily available or they are custom made?

Most of the products are made on order. While we keep some of them in our warehouse, most people usually order in a color, size or material different from what we have available.

You have no cause for concern however cause in 10 days max, your shoe will be ready! Just as you saw it in the picture.

Will I get the exact product I am seeing in the picture?

We are well aware of the issues faced from ordering stuff online. But not to worry, our products are exactly as they are seen in the picture.

If we do not have your choice of product in our store (based on size, color or material), we will then go ahead to make it specially for you.

The material we use are sourced locally (in Nigeria). Should we be unable to find such material (which is almost impossible), we will let you know. We will either go ahead with what we find, or refund your money based on your decision.

How long does it take to make a shoe?

It takes about 7 – 10 working days depending on the shoe style after payment has been confirmed.

Can I make an order via your social media handles?

Yes, you can. But we will advise you so do through the website as there’s always a discount.

Please refer to our contact page.

Can I make an order over the phone?

Yes, call +234 809 465 6624 or +234 810 902 3376, our team is available to take your order 9am to 5pm Mondays to Saturdays.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Delivery

What courier do you use for deliveries?

We use Send.ng , EMS or DHL for deliveries outside Ibadan, Oyo State.

How long does it take for home delivery?

We currently offer 3 types of delivery service:

Standard Delivery takes approximately 4-7 working days;

Super Saver 48 Hour Delivery (extra charges apply);

Premium Next Day. More on our Delivery Services (extra charges apply).

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a no-reply email address. To ensure emails reach you, add the domain karposshoes.com to your safe senders list.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Shipping

What payment methods are available?

Yes. You can use the trusted Paystack or Flutterwave option to pay for the products. Alternatively, you can pay directly to our bank account.

I'm new, how do I order?

We go to great lengths to ensure your shopping experience is as easy and secure as possible. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Alternatively, you can contact a member of our customer service team on +234 809 465 6624 or +234810 902 3376 to place a telephone order.

You can also send a mail to hello@karposshoes.com

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Moreso, the payment channels are to Payment Card Industry Data Security Standard (PCI DSS)

Do your prices including VAT?

Yes, all our online prices include VAT.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Refunds & Returns

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on hello@karposshoes.com. Or give us a phone call. Check out our contact page for more information as to how to reach us.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

What do I do if I have received a damaged item?

At Karpos Shoes we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure:

We would require an image to be emailed to us providing all damage caused. Please email this to hello@karposshoess.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in.

We would get back to you.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be contacted once the return is complete. We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone here.

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Karpos Shoes

SOLEly for greatness