CUSTOMER SERVICE
CONTACT US
Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: ask@thewoxshop.com
or fill in our contact form:
FAQ
01
Delivery - How much is it and how long does it take?
We charge a flat rate of NGN 2,000 for delivery within 3 - 5 business days in Nigeria. Typically items are
delivered to your doorstep but depending on your location, some items have to be picked up from the
nearest delivery center closest to you. In those locations, if you do require a doorstep delivery, it can be
arranged but additional charges will be applicable. Prior to placing your order kindly confirm by sending
an email with your order number, full name and delivery location to ask@thewoxshop.com or a
WhatsApp message to +234-9095635326 to see if your location has doorstep delivery options. For international orders, kindly send an email to ask@thewoxshop.com prior to placing your order for the relevant shipping and delivery charges.
03
Has my order been sent yet? And can I track my order?
Once payment is verified, an order confirmation will be sent within 24 hours. Upon confirmation, the item will be shipped to you. Once the item has been shipped, you will automatically receive tracking information to enable you track your order.
05
Part of my order is missing. Company sent the wrong item
​
We sincerely apologise for this. Kindly send an email with your order number and full name to ask@thewoxshop.com or a WhatsApp message to +234-9095635326 and we will revert with 24 hours information to clarify any issues.
07
Is it safe to order online?
​
Yes it is. We encourage all our customers to place their orders online for speedy order fulfilment. On our payment platform, we utilise industry-standard Secure Sockets Layer (SSL) technology which encrypts potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. The information you share when passed between your computer and our website cannot be read in the event someone else intercepts it. If you're not confident making an online payment, you can always do a cash deposit or online transfer into our Footwox bank accounts. For all cash deposits / online transfers, you must send a proof of payment with your order number and full name to ask@thewoxshop.com for payment verification.
09
I forgot to use my discount code
​
That's not a problem. We can apply the discount code to your order after it's been placed. Kindly note there's a maximum of 1 discount code per order and this can not be used on items already on sale.
Just send us an email with your order number and your full name to ask@thewoxshop.com within 3 days of placing the order and we will issue you a new discount code or store credit and can be applied on your next order.
02
I’ve found the sneakers I want but can’t select my size
Unfortunately that product might currently be out of stock. Kindly send an email with the product name and your preferred size to ask@thewoxshop.com or a WhatsApp message to +234-9095635326 and we will revert with information to assist you.
04
Can I change the address on my order after it has been shipped?
​
You can track your order and deliveries using the tracking information sent to you. You can change the delivery address within 24 hours of placing the order but unfortunately after that, you cannot change the delivery address. The item will be delivered at specified location and in order to get it delivered to a new location, the customer can choose to take care of that responsibility or return it to Footwox and pay to have it reshipped to the new address. Do note that the customer is responsible for the return shipping fees and the additional shipping fees to send to the new address. Kindly send an email with your order number, full name, new shipping address to ask@thewoxshop.com or a WhatsApp message to +234-9095635326 and we will revert with 24 hours information to help assist you.
06
Which methods of payments can I use?
​
We currently have two methods of payment. We accept payment through all Nigerian Bank cards and also by cash deposit / online transfer into our Footwox bank accounts. For all cash deposits / online transfers, you must send a proof of payment with your order number and full name to ask@thewoxshop.com for payment verification.
Our bank details are:
FOOTWOX COLLECTIONS
- GTBank 0464826821
- Diamond (Access Bank) 0101858640
08
What is your Returns/ Exchange Policy?
​
You have 3 days (72 hours) to notify us of your intent to return the items and provide us with tracking details of the returned item. After 3 days, unfortunately we will be unable to treat any cases for returns nor offer an exchange. We encourage all our customers to use the shoe sizing guide to confirm their shoe sizes before placing their orders as we do not accept exchanges for certain products if the customer has submitted a wrong size. Kindly refer to our Returns / Exchange Policy page for additional details.
Returns should be sent to:
Footwox Collections
GIGL Center - Hospital Road Gbagada, Lagos
09095635326
Note that the customer is responsible for the return shipping charges and we recommend that you use a service with tracking and/or insurance as FOOTWOX will not be responsible for items lost or damaged during return shipping.
10
Why does it take 5-7 business to produce a pair of shoes?
Processing time for "some" slides takes between 2 - 4 business days before they are ready to be shipped to the customer while for sneakers, processing time is usually between 5 - 7 business days before delivery. Most of our products are handcrafted and made only on request. To ensure quality control, we need to make sure your order has no fault.