Customer Help
Our happy team is always here to assist.
Common purchase queries answered
Orders and Shipping
Delivery times vary based on your location and the shipping method selected. We appreciate and take your orders seriously and we’ll do our best to ensure your package gets to you in the shortest possible time. For orders within Lagos, we have a delivery timeframe of 12-48 hrs, while orders outside Lagos takes an average of 2-7days depending on location.
When checking out on Lofty Kicks, you are required to either prepay or pay on delivery for Lagos orders. Unfortunately, we don’t offer payment on delivery for orders outside Lagos.Click Here to see our Payment Options.
Currently, Loftykicks only ships within Nigeria. We do not offer international shipping at this time. If you have any questions about our shipping policies or need further assistance, please contact our customer support team.
To change your shipping address on Loftykicks, follow these steps:
- Log in to your Loftykicks account.
- Navigate to the “Account Settings” or “Address Book” section.
- Edit your existing address or add a new one.
- Ensure your address is updated before placing a new order, as changes cannot be made once an order is processed.
Click here to track the status of your order.
No, Loftykicks does not store your credit card information on file. We use secure, encrypted payment gateways to process transactions, ensuring your payment details are safe and confidential.
No, Loftykicks does not charge sales tax on any of our products. The price you see at checkout is the final price with no additional taxes applied. If you have any questions about pricing, please contact our customer support team.
No, but while you’re welcome to browse and shop as a guest without creating an account, we may need your email address and other details to assist you if necessary. However, we highly recommend creating an account for a smoother and more enjoyable shopping experience. This allows for easier navigation and personalized services tailored to your preferences.
We are opened physically between Monday – Saturday, typically from 9am – 6pm. However, we can assist you outside our opening hours via WhatsApp 24/7.
Yes, we do, our store is located at Shop A16 Kebbi 2 Plaza, Balogun Tradefair International Market, Along Ojo-Badagry Expressway.
we are only located in Lagos. We however deliver to every state in Nigeria and have customers from all over Nigeria.
We would love to send the best size to avoid delivery wear/tear associated with products, Only one size of shoe can be sent at a time, Kindly order for your typical size and try your shoe at the point of delivery before payment and let us know if it fits, if it doesn’t, return it at the point of delivery and we’ll send you another size.
If you need to swap an item
Returns and Exchanges
Our team of experts will put in the necessary effort to ensure that the package you receive gets to you faster and safely; but in a case where you are not satisfied with the order, we offer return or exchange. Click here to view our return policy.
If you’ve received the wrong item, we sincerely apologize for any inconvenience caused. At Loftykicks, we understand the importance of receiving the correct order, and we’re here to assist you in resolving this issue promptly.
Please contact our customer support team as soon as possible, providing details of the incorrect item you received along with your order number and any relevant information. Our dedicated representatives will guide you through the return process and arrange for the correct item to be sent to you swiftly.
Rest assured, we are committed to ensuring your satisfaction, and we will do everything in our power to rectify this mistake efficiently. Thank you for bringing this to our attention, and we appreciate your patience and understanding.
We’re deeply sorry to hear that your order arrived damaged. At Loftykicks, we strive to ensure that every purchase reaches our customers in pristine condition, and we understand the frustration this situation may cause.
Please accept our apologies for any inconvenience caused. Rest assured, your satisfaction is our top priority, and we’re here to assist you in resolving this issue promptly.
To address the damage to your order, please reach out to our customer support team as soon as possible. Kindly provide details of the damage along with your order number and any relevant information. Our dedicated representatives will guide you through the return or exchange process and ensure that a replacement or refund is arranged swiftly.
We appreciate your understanding and patience as we work to resolve this matter to your satisfaction. Thank you for bringing this to our attention, and we look forward to assisting you further.
Please mail your authorized return to the following address:
Shop A16 Kebbi 2 Plaza, Balogun Tradefair International Market, Along Ojo-Badagry Expressway
Ensure to include any necessary documentation or labels provided with your return authorization. If you have any questions or need further assistance, please don’t hesitate to contact our customer support team.
If you have entered an incorrect shipping address, please contact our customer support team as soon as possible. We understand that mistakes happen, and we’ll do our best to assist you in resolving this issue.
Here’s what you can do:
Contact Us: Reach out to our customer support team immediately and provide your correct shipping address along with your order details.
Act Quickly: Time is of the essence when it comes to correcting shipping addresses. The sooner you notify us, the better chance we have of intercepting the package before it’s shipped.
Verify Address Changes: Once you’ve provided the correct shipping address, we’ll update your order details accordingly. Please double-check the updated information to ensure accuracy.
Monitor Tracking: Keep an eye on your order’s tracking information. If the package has already been shipped with the incorrect address, we may be able to work with the shipping carrier to reroute it to the correct address or arrange for a return and reshipment.
We’re here to help you with any shipping address corrections or concerns you may have. Don’t hesitate to reach out to us, and we’ll do our best to assist you.
At Loftykicks, we aim to process orders quickly to ensure timely delivery to our customers. If you need to change or cancel an order after it has been submitted, please contact our customer support team as soon as possible.
While we cannot guarantee that changes or cancellations can be made once an order is submitted, we will do our best to accommodate your request. If your order has not yet been processed for shipping, we may be able to make changes or cancel it.
Please note that once an order has been processed for shipping, we may not be able to make changes or cancel it. In such cases, you may need to return the items following our return policy.
To request a change or cancellation, please reach out to our customer support team with your order details. We appreciate your understanding and cooperation.