Returns & Refunds

You have 30 days from the day your order is delivered to request a return. We chose thirty rather than the shorter windows common in Nigerian retail because a pair of shoes deserves to be considered properly — tried on indoors, matched against your wardrobe, and lived with for a moment before you commit.

The request must be submitted within those 30 days. Once approved, you will have a further 7 days to send the item back to us.

All returns require authorisation before they are sent. Please do not post an item back to us without first receiving approval — unauthorised parcels cannot be tracked against your order, and we may be unable to process a refund.

• Submit a request. Email support@esprito.com.ng with your order number, the item concerned, and the reason for return. You may also reach us on WhatsApp.
• We review and authorise. We aim to respond within one business day. If your request qualifies, we will issue a return authorisation.
• You receive instructions. Your authorisation includes the correct return address and step-by-step instructions for packaging and dispatch.
• Send the item back. Within 7 days of approval, using a trackable service.
• We inspect and refund. See below.

To be eligible for a refund, an item must be returned:

• Unworn and unused, with no signs of wear on the soles
• In its original box, which forms part of the product — please do not tape or write on it
• With all original packaging, dust bags, and accessories included
• With all tags still attached and intact

Please try shoes on indoors, on a carpeted surface. Soles mark easily, and a pair that has been worn outside cannot be resold as new.

• Gift cards
• Items marked final sale or clearance at the time of purchase
• Custom, made-to-order, or personalised pieces
• Items returned without prior authorisation
• Items showing wear, damage, alteration, or odour

• Change of mind or wrong size — the cost of return shipping is yours. Original delivery charges are not refunded.
• Faulty, damaged, or incorrect item — we cover everything. We arrange and pay for collection, and refund your original delivery charge in full.

Every returned item is inspected on arrival against the conditions above. We aim to complete this within 2 business days of receiving your parcel, and we will tell you the outcome either way.

If an item arrives in a condition we cannot accept, we will contact you before taking any action, explain what we found, and offer to return it to you at no cost. We will not quietly refuse a refund.

You may choose either:

• Back to your original payment method, processed through Paystack. Funds typically appear within 5–10 business days, depending on your bank.
• As Esprito Royale store credit, issued immediately as a gift card once your return is approved. No waiting on bank settlement, and it never expires unused in transit.

Refunds are issued for the price you paid. Where a discount or promotion applied to your order, the refund reflects the amount actually charged.

Loyalty points you earned on a returned order stay in your account — we do not claw them back. If you redeemed points against the order, say so when you request the return and we will restore them to your balance.

We handle exchanges as a return followed by a new order. This is deliberate — it means your replacement is dispatched from live stock the moment you order it, rather than being held while your original item travels back to us.

If you need a different size, we recommend placing the new order straight away to secure your size, then returning the original. Sizes sell through quickly.

If your parcel arrives damaged in transit, or contains the wrong item, tell us within 48 hours of delivery at support@esprito.com.ng with photographs. We ask promptly for these two because a courier claim or a dispatch error has to be traced while the record is still fresh.

A fault in the shoe itself is a different matter, and the 48-hour window does not apply to it. If stitching gives, a sole separates, or a finish fails, contact us as soon as you notice — within your 30-day window, and after it where the fault is a manufacturing defect. Nothing in this policy limits your rights under Nigerian consumer protection law.

In every one of these cases we arrange collection at our cost and send a replacement or a full refund, including all delivery charges. You will not be asked to pay anything.

If anything here is unclear, please ask before you order rather than after. Reach us at support@esprito.com.ng or through our contact page.