Help & FAQs

DELIVERY

When should I expect delivery of my order?

All Lagos orders will be delivered within 1-2 business days at the latest.

All inter-state orders will be delivered within 1-3 business days via DHL.

What time should I expect my Lagos parcel?

We are unable to provide a detailed Estimated Time of Arrival (ETA) as our logistics is outsourced to an independent company. However, we aim to deliver all parcels by 6pm.

How do I track my inter-state parcel?

We will send you the link to the DHL Express Tracking Page alongside your waybill number.

Kindly click on the link and enter the waybill number to follow the movement of your parcels.

Here is also the link: http://www.dhl.com.ng/en/express/tracking.html 

Why is my order late?

Ideally, our deliveries take place between 12pm to 6pm. If it’s after 6pm on your expected delivery date then your order is late. On rare occasions deliveries can be delayed due to events out of our control, when this happens, we work with our couriers to get your order moving as quickly as possible. Most delayed deliveries are delivered on the following day.

Can I cancel or edit my order?

As soon as you place your order, we’re on it, we know you need it fast!

Unfortunately, this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order.

I received a faulty item. What should I do?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section or Fill the Return form which can be found in the return section within 3 days of receiving your order.

To help us get this fixed for you ASAP, when you first contact us, please include the following information;

• Your name
• Order number
• Product name and code
• Picture of the fault
• Description of the fault
• (The product name and code can be found on your order confirmation email).

If you contact us via the ‘Contact Us’ form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

Once we receive the information requested above, we will consider the issue and we may need to ask you for some further details before we can make a decision on how (if at all) we can help you.

If we accept that the Product is faulty, we may, in our discretion, offer you a repair, replacement (either of the same type of Product, or an alternative Product of similar value or less), or a refund or partial refund, which may be by way of e-gift voucher. Our decision on this will depend on our assessment of the fault.

If we do not accept that the Product is faulty, we shall inform you of our decision.

Please be assured that any information you provide will be handled in accordance with our Privacy Notice. 

RETURNS & REFUNDS

How do I Return?

Good to know… Click here to start a return.

Our returns policy

We want you to be happy with your purchases, we are happy to accept process returns within 3 days of delivery. You must initiate a return by filling the return form linked about within 3 days of receiving your order.

However, we may, in our sole discretion, offer you a longer period for returns from time to time. This cancellation period starts from the day you receive your order.

Further details are set out below.  

•  Any Product(s) returned must be sent to us within 3 days from the date you notify us of your intention to return the Product(s)
• Returned Products should be sent back to us in their original condition, together with the original packaging (boxes, plastic bags or dustbags) and all tags.
• All Products are inspected on return.
• Returned Products must be unworn and un-scuffed.
• Returned shoes must not have been worn outside, however they may have been tried indoors (but not on any stone or tiled floors). Any returned footwear must be in its original box (if any) and original shoe or dust bag (if any).

We will not accept returned Products that show any signs of having been worn or scuffing, including where the Products are stained or otherwise marked or damaged. 
If a Product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund or exchange.

Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a Product.  

How to return an item & how much does it cost?

The cost of return is the same rate as the cost of the delivery of the parcel.

The customer is responsible for the cost of return likewise the cost of delivery of the replacement pair(s) if you opt for an exchange.

The cost of return will be deducted from your refund.

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How long does it take to process my return?

It can take up to 2 working days from the date of your return for your parcel to be delivered back to our warehouse for Lagos parcels and it can take up to 4 working days from the date of your return for your parcel to be delivered back to our warehouse for interstate parcels.

On receiving your return, the next step is for us to check the Product(s). Once our checks are complete, we’ll refund you or process your store credit or process your exchange for the accepted Products returned unless there are any issues with the Product(s) returned as follows: 
•    If you paid using a credit or debit card, we will process your refund within 7 days of us receiving the Product from you and the funds should appear on your bank statement around 5 working days thereafter (exact timing will depend on your card issuer); 
•    if you paid for your order with a gift voucher or store credit, the value of the returned Product will be credited back to your Dees Woman account minus the cost of returning the item(s) to us;

Finally, we’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund or store credit.

Can I have an exchange instead of a refund?

Yes, kindly state the product name, size, colour and if possible, kindly link the item you will like as a replacement.

We’ll generate a bill for the replacement item in a situation where the cost of the returned item is less than the replacement. Once the outstanding bill has been paid off, you’ll get a dispatch email for the replacement item. 

PRODUCT & STOCK

Where is your size guide displayed?

 Just click on the “SIZE GUIDE” button on the website. The size guide is specific for most brands and we strongly recommend that you buy your size as we have listed the accurate sizing on each product.

Can you recommend a size?

You will see an Icon that leads you to our WhatsApp line, kindly click on it to chat with a Customer Assistant.  Our Customer Assistant will be available to help you with any sizing questions you may have and help you pick the best size based on the information you’ve provided.

Are the shoes available in wide fit?

We currently do not stock shoes in wide fit, however we hope to stock them very soon in order to serve all our customers. Kindly connect with us via our Instagram page so you will be the first to know when we start to retail wide fit shoes.

Will you be restocking some of the shoes that are out-of-stock?

Restocking of out-of-stock shoes is subject to the availability at the stores. However, this can be extremely difficult because the High Street Market in the UK is very seasonal.

I love a pair of shoes on the website but it’s not available in the preferred size or colour. Can I preorder?

Sadly, shoes are only available in the sizes and colours displayed and stated on the website so preorder will not be possible.

Where can I view more videos of your products?

You can view the videos of our products on our Instagram page. Kindly go to the highlights and check through.

Are your products original?

Yes, all items displayed on the website are original and they are sourced directly from the brands in the UK.

Are your products exactly as pictured?

The products are a lot finer and nicer than pictured. You do not have to worry about what I ordered vs what I got, lol!

You will also get videos of the shoes in your email before they are dispatched to you.

PAYMENTS, PROMOS & GIFT CARDS

How do I place an order?

Placing an order couldn’t be easier, simply follow these steps.

1. Click ‘Add to bag‘ to place the item you want to buy in your bag.  

2. Once you have finished shopping, click on the cart icon to view the items in your bag and to pay. This will appear at the top right-hand side of the screen for both mobile and desktop. If you’re happy with the items in your bag, click ‘Checkout‘.

3. Enter your email address and password or if you’re a new customer, register now.

You will then be taken to the Confirm and Pay page.

4. Review and confirm the items in your order.

5. You can include additional notes by clicking on the ‘Add order or complimentary notes’ tab.
6. If you have a promo code or gift card to spend, you’ll need to enter this under the ‘Coupon code‘ then click on ‘Apply Coupon‘ tab.

7. Confirm your delivery address and delivery method.
8. Confirm your payment method and ‘Place Order‘. 

To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

An email confirmation will be sent to your registered email address to let you know your order details. It’s worth checking if DEES WOMAN is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

How do I pay for my order?

You can use either Flutterwave or Paystack to pay for your order. They both provide payment options via Card, USSD, Bank, Transfer or Visa QR. You can pick the option that you feel most safe with to place your order. We take your security very seriously; therefore, your details are safe.

How can I purchase a DEES WOMAN gift card?

The good news is that buying a gift voucher is easy, just decide who you want to send it to, how much you want to spend and when you want the lucky person to get it!

Click here to buy a gift voucher.

When will the gift card be sent?

It can take up to 24 hours for the gift card to be sent after you’ve placed your order.

We can send the voucher through to them up to three months after you’ve bought it, using the email address you give us. 

When does the gift card expire?

 Gift cards will expire 1 year from the date of receipt. 

How do I use my gift card to pay for an order?

When you receive your DEES WOMAN gift card, it’s a good idea to register it to your account straight away. This will add the credit to your account immediately, ready for you to spend.

How do I register a gift card?

 1. Log into My Account or Register an Account and click on the Gift Cards tab.

2. Click on the Add Gift Card tab, select Gift Voucher and enter your 16-digit gift card code.

3. Save gift cards.

Once the gift voucher has been added to your account, it can’t be transferred to another account.

How do I use a gift card?

 To pay for an order with a gift voucher, you have 2 options:

Option 1 – Any vouchers already linked to your account will show under the Coupon Code tab at checkout.

Select the gift voucher as your chosen payment method and the value will automatically be deducted from the overall cost of your order.

Option 2 – Enter your gift voucher code at checkout.

When you get to checkout, select the Coupon Code tab and enter your 16-digit voucher code. The total amount will automatically be deducted from your order.

Don’t forget…

• If you’re spending more than the value of your gift voucher, you’ll need to pay the additional amount using another payment method in the usual way.
• If you’re spending less than the value of your gift voucher, the credit will stay on your account for you to spend later, ready for you to use on your next order.
• Gift cards will expire 1 year from the date of purchase.
• Gift vouchers cannot be used to purchase another gift voucher .

Click here to go shopping.

TECHNICAL

I’m having trouble signing into my account

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn’t recognised, there are a few things worth checking:

• Make sure you are using the same email address and password you registered with.
• If you can’t remember your password, click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.

If, after this, you still can’t sign in, contact our Customer Care Team and give them as much detail as you can about the issue, including screenshots of any error message you receive and what you’ve done so far to try to resolve the issue at hand.

I’m having trouble accessing your website. What should I do?

Clear your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

If you’re still unable to access us, kindly contact us via Instagram or WhatsApp for quick response.

I’ve forgotten my password, how do I reset it?

If you’ve forgotten your password, it’s really simple to get back into your account.

1. Head over to our sign in page by clicking here or it can be found in the right-hand corner of the screen. 

2. Click the Forgot password? link and enter your email address.

3. We’ll then email you a link directly to your registered email address to reset your password.

Having trouble finding the email?

We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account. For example, if you’ve linked a social media account to your DEES WOMAN account, it’s worth checking the email address connected to that account as the email could have been sent there.

How can I make changes to the details on my account?

You can change the details on your account at any time in My Account. To make changes to your password, email address, delivery address or payment method, follow these simple steps:

1. Log into your account by clicking on Login/Signup on the top right-hand corner of the page.

2. Once you’re logged into your account, you can make as many changes to your account information as you’d like:

• Email address & Password – Click “edit your password and account details” and enter the email address you’d like to be contacted on. Then, you’ll be asked to enter your old password and your new password. Make sure the new password you’re entering is at least 8 characters long.
• Delivery Address – Select ‘Addresses’ from the column on the left-hand side and ‘Add New Address’. If this is your preferred delivery address, remember to set it as your default.
• Payment Method – When you click the ‘Payment Methods’ tab, you’ll see a list of payment methods already linked to your account. Here you can ‘Add a new payment method’ and make changes to the payment methods you have linked to your account.

3. Once you’ve made the relevant changes to your account information, remember to click Save.

Any changes you make to your account will not affect the details of any orders you’ve already placed.

It’s worth checking your account every once in a while, just to make sure we have the right details for you.