At Doxa Nigeria, we want you to understand your options if there is a problem with your purchase. Please contact support@doxa.com.ng with your order number when requesting assistance.
1. Size exchanges
If you selected the wrong size, request an exchange within 48 hours of delivery.
To qualify for a size exchange:
- Sneakers must be clean, unworn and in their original condition.
- You must provide either a live video call or a newly recorded video showing their current condition.
- Final approval depends on physical inspection after we receive the sneakers.
Please contact us for return instructions before sending an item back. The 48-hour deadline applies to submitting your request.
If inspection shows that sneakers returned for a size exchange have been worn or damaged, the exchange will be declined. The customer will pay the delivery cost to have the item returned to them.
2. Exchange availability and delivery costs
Size exchanges depend on stock availability.
If you selected the wrong size, you are responsible for both return delivery and delivery of the replacement.
If your requested size is unavailable, we will offer alternative pairs for your consideration. We will confirm any price difference before you agree to a replacement.
If you do not choose an alternative pair, we will issue store credit after the returned sneakers pass inspection.
3. Store credit
Store credit issued for an approved size exchange:
- Covers the purchase price paid for the returned sneakers, excluding delivery charges.
- Is valid for 60 calendar days from its issue date.
- May be used towards available sneakers.
- Retains any unused balance until the stated expiry date.
- Does not cover delivery fees, which are charged separately.
We will confirm your credit balance and exact expiry date when it is issued.
We will contact you by email or WhatsApp before expiry to review any unused credit. If suitable stock is available and we receive no response or feedback, unused credit will expire on the stated date.
If suitable stock remains unavailable, we will review your case before expiry and communicate the outcome.
Store credit does not replace a refund you are otherwise entitled to receive.
4. Incorrect, damaged or defective items
If you receive the wrong item, damaged sneakers or an item that does not match its description, contact us promptly with your order number and details of the problem.
We may request photographs or a video to help assess the issue.
Where the fault is attributable to Doxa Nigeria, we will cover the applicable return and replacement delivery costs. If we cannot provide the correct replacement, we will issue a refund. Other remedies available under applicable consumer law remain available.
The 48-hour deadline and unworn-condition requirements for voluntary size exchanges do not limit your rights concerning defective, unsafe or misdescribed goods.
5. Refund processing
For approved refunds involving returned sneakers, we will process the refund within 24–72 hours after receiving, inspecting and approving the return.
Your bank or payment provider may take additional time to credit your account. We will confirm the amount being refunded and notify you when it has been processed.
6. Change of mind
We do not offer voluntary returns or refunds simply because you no longer want a correctly supplied item.
Please check your selected size, colour and product details before paying. This provision does not restrict any return or refund rights available under applicable law.
7. Doxa Deep Search deposits
Deep Search deposits are governed by the Deep Search Terms & Refund Policy.
Your ₦5,000 deposit is refundable if we cannot find a qualifying match within the stated search period. The deposit is deducted from your sneaker price when you complete your purchase.
Store-credit rules for size exchanges do not replace an eligible Deep Search deposit refund.
8. Contact us
Email support@doxa.com.ng with:
- Your order number or Deep Search reference.
- A description of the issue.
- Relevant photographs or videos, where applicable.
Customer support is available Monday–Sunday, 9 AM–5 PM Nigerian time (WAT).
This policy does not exclude or limit your rights under applicable Nigerian consumer protection law.