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COMPLAINTS & RESOLUTION POLICY

D’FOOTPRINT maintains a structured 7-day complaints and resolution policy designed to protect both craftsmanship and customer trust. While most verified issues are resolved through replacement, refunds are issued under strict review conditions. Every case is assessed carefully to uphold the standards of luxury handmade footwear.

At D’FOOTPRINT, excellence is not optional — it is the standard.

Every pair is handcrafted with precision, intention, and care. However, if something does not meet that standard, we address it decisively.

We do not ignore issues.

We resolve them.

1. When You Can File a Complaint

Complaints must be submitted within 7 days of delivery.

After 7 days, claims will not be accepted unless exceptional circumstances apply.

Time matters. Luxury demands structure.

2. What Qualifies for a Complaint

You may file a complaint for:

  • Incorrect item received

  • Manufacturing defect

  • Structural fault

  • Size error (if we made the mistake)

  • Delivery damage

  • Verified order mix-up

  • Payment discrepancies

We assess each case carefully. Every claim is reviewed — not assumed.

3. Resolution Structure

We operate a controlled resolution system:

Primary Resolution: Replacement

In most valid cases, we replace the item at no additional cost.

This ensures you receive the standard you originally paid for.

Secondary Resolution: Refund

Refunds are issued only when:

  1. A replacement is not possible

  2. The issue is verified and significant

  3. The item meets return conditions

Approved refunds are processed after inspection and confirmation.

We do not issue automatic refunds.

4. Custom & Made-to-Order Pieces

Custom orders are refundable only under strict conditions:

  • The error originated from us

  • Measurements provided were correctly followed

  • The complaint falls within 7 days

  • The item shows no signs of wear

Luxury craftsmanship requires accountability on both sides.

5. Item Return Conditions

For a complaint to be approved:

  • Item must be unused

  • No visible wear

  • Original packaging included

  • Clear photos provided

  • Order number attached

Failure to meet these conditions may result in denial.

We are fair — but we are structured.

6. How to Submit a Complaint

All complaints must be submitted through:

Email: support@dfootprint.com

WhatsApp: +234 8121993874

Subject format:

Complaint – Order #XXXX

Include:

  1. Full name used for the order

  2. Order number

  3. Clear photos (if product-related)

  4. A concise explanation of the issue

Incomplete submissions delay resolution.

7. Review & Processing Timeline

  1. Complaint acknowledgment within 24 hours

  2. Review period: 1–3 business days

  3. Resolution decision communicated clearly

  4. Replacement or refund initiated accordingly

We close cases only when resolution is complete.

8. Our Position

D’FOOTPRINT is built on craftsmanship, discipline, and integrity.

We do not compromise quality.

We do not ignore legitimate concerns.

We do not entertain misuse of policy.

If we are wrong, we correct it.

If the product is right, we stand by it.

That is the standard.

Last updated February 24, 2026