FAQs
Frequently Asked Questions
Q: What products do you sell?
A: Heredera offers a curated collection of ladies’ shoes, handbags, clutch purses, and fashion accessories designed for the modern woman.
Q: Do you have a physical store?
A: Yes. We’d love to welcome you to our store at:
2A Emma Abimbola Cole Street, Lekki Phase 1, Lagos, Nigeria.
Store Hours
Monday – Saturday: 10:00 am – 7:00 pm
Sunday: Closed
Q: Do you deliver nationwide?
A: Yes. We deliver across Lagos and all states in Nigeria.
Q: How long does delivery take?
* Lagos: 1–3 working days
* Outside Lagos: 3–5 working days
Please note that delivery timelines may be slightly longer during major sale periods.
Q: How much is delivery?
A: Delivery fees vary depending on your location and will be calculated at checkout or communicated by our customer service team.
Q: How do your shoe sizes run?
A: All Heredera footwear is available in European (EU) sizes only.
Please note that we do not offer half sizes. If you are between sizes or are unsure of your size, kindly contact our customer service team before placing your order.
Q: Are your shoes true to size?
A: Most of our shoes fit true to size. Where a style runs small or large, this will be stated in the product description.
Q: Can I place my order via WhatsApp?
A: Absolutely. You can shop directly on our website or place your order via WhatsApp with assistance from our customer service team.
Q: Can I inspect or try on my order before accepting delivery?
A: No. Orders delivered by dispatch riders cannot be tried on before acceptance. Any size-related concerns will be handled in accordance with our exchange policy.
Q: Can I return, exchange or refund an item?
A: Yes. Shoes, bags and purses may be returned, exchanged or refunded provided they are:
* Unworn and undamaged;
* In their original packaging; and
* Returned within:
* 3 days of purchase or delivery for Lagos orders; or
* 5 days of purchase or delivery for orders outside Lagos.
Q: What qualifies as an unworn item?
Items showing signs of wear, outdoor use, scuffing, staining, alterations, damaged packaging or any indication of use will not qualify for a return, exchange or refund.
A: Can I exchange an item because the size does not fit?
Yes. Size exchanges are subject to availability. The item must be unworn, undamaged, in its original packaging and returned within the applicable return window.
Q: What if my preferred replacement size is unavailable?
If your preferred replacement size is unavailable, you may:
* Exchange for another item of equal value;
* Pay the difference for a higher-priced item; or
* Request a refund, provided the item meets our return conditions.
A: How are refunds processed?
Approved refunds will be processed to the customer’s original payment method or designated bank account within 5–7 working days after the returned item has been received and inspected by Heredera.
Q: Can I return or exchange sale items?
No. All sale and discounted items are final sale and cannot be returned, exchanged or refunded.
A: Who bears the cost of returns and exchanges?
Delivery costs for returns and exchanges are the responsibility of the customer, except where an incorrect or defective item was sent by Heredera.
Q: What if I receive a defective or damaged item?
A: All items carry a 7-day warranty from the date of delivery. Defective or damaged items may be returned or exchanged within this period.
This warranty does not apply to:
* Fashion jewellery;
* Damage caused by misuse, negligence or improper care; or
* Items showing signs of wear after delivery.
Q: Can fashion jewellery be returned or exchanged?
A: No. For hygiene and product protection reasons, fashion jewellery cannot be returned, exchanged or refunded.
Q: What happens if I miss my delivery?
A: Customers are responsible for being available to receive their orders. Failure to answer calls or attend to the dispatch rider may attract a re-delivery fee and/or additional charges to return the package to us.
Q: What if my order is not delivered?
A: Any undelivered order must be reported within:
* 24 hours of the advertised delivery date for Lagos deliveries; or
* 48 hours of the advertised delivery date for deliveries outside Lagos.
Failure to report within these timelines may result in the customer bearing liability for any loss or damage.
Q: What payment methods do you accept?
A: We accept bank transfers, debit cards and other secure payment methods available at checkout.
Q: Do you restock sold-out items?
A: Some of our best-selling styles are restocked. However, many of our collections are released in limited quantities, so we encourage you to purchase your favourites while they are available.
Q: How can I contact Heredera?
You can reach us via:
* WhatsApp
* Instagram Direct Message
* Email
* The Contact Us page on our website
Still have questions?
Our team is always happy to assist. Contact us via WhatsApp or Instagram, and we’ll gladly help with your order.