Returns and Refund Policy

Last Updated: August, 2026

At Daviva Shoes, customer satisfaction is our priority. If your shoes do not fit properly, are defective, or do not match your expectation, we are here to assist with exchanges and refunds in accordance with Kenyan consumer rights laws. This policy outlines our terms, eligibility criteria, and step-by-step procedures for returning or exchanging items purchased at https://davivashoes.co.ke/.

1. Return Window

• • Standard Return Window: You may initiate a return or exchange request within 7 days of receiving your package.
  • Size & Fitting Exchanges: For size mismatches, we encourage customers to notify us within 48 hours of delivery to secure the replacement size before stock sells out.

2. Eligibility Criteria

To be eligible for a return, exchange, or refund, all items must meet the following conditions:

• • Unworn Condition: Shoes must be unworn, unwashed, and free of dirt, scuffs, creasing, or outer sole wear.
  • Original Packaging: Items must be returned in their original shoe box or packaging with all labels, tags, and shoe accessories intact.
  • Proof of Purchase: You must provide your order number, purchase receipt, or M-Pesa transaction confirmation code.

Note: Please try on shoes on a clean carpeted or soft surface to prevent sole marking during initial fitting.

3. Exchanges (Size, Color, or Style)

Because shoe sizing can vary, exchanges are our most common resolution:

• • Size Swap: If the shoe size does not fit, we will exchange it for your preferred size (subject to stock availability).
  • Alternative Style: If the required size is out of stock, you may select any alternative shoe style of equal value or pay the difference for a higher-priced item.

4. How to Initiate a Return or Exchange

To begin a return request, follow these steps:

• • Contact Us: Reach out to our customer support team via WhatsApp/Phone at
  • 0725379543  or email Davivashoes@gmail.com within 7 days of delivery. 
  • Provide Order Information: Include your Order ID, M-Pesa reference code, and a brief description of why you want to return or exchange the item.
  • Photos for Review: If the item is defective or incorrect, attach clear photo/video proof showing the issue.
  • Approval & Instructions: Once approved by our team, we will provide you with drop-off or courier pickup instructions.

5. Return Shipping & Delivery Costs

• • Defective, Damaged, or Incorrect Items: If we sent the wrong item, wrong size, or a defective product, Daviva Shoes covers 100% of the return courier fees and replacement shipping.
  • Change of Mind or Fit Preference: If the return/exchange is due to personal preference, ordering the wrong size, or a change of mind, the customer covers the return shipping fees.

6. Refunds & Payment Methods

Refunds are evaluated once the returned item arrives at our facility and passes our quality inspection.

• • Inspection Timeframe: Quality checks take 24 to 48 hours upon receiving the returned item.
  • Refund Channels: Approved refunds are issued directly via M-Pesa (to the number used during payment) or Bank Transfer.
  • Processing Time: Once approved, M-Pesa refunds are issued within 24 hours.
  • Non-Refundable Charges: Initial delivery or courier shipping charges are non-refundable unless the return is due to our error.

7. Damaged, Defective, or Wrong Items Received

Please inspect your order upon delivery.

• • If your parcel arrives damaged, defective, or contains the wrong shoes, notify us immediately (within 24 hours of receipt).
  • We will arrange a free exchange or a full refund including delivery charges.

8. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

• • Items marked as Final Sale, Clearance, or purchased during promotional giveaways.
  • Shoes showing visible signs of wear, outdoor use, or modified conditions.
  • Personal care items such as inner socks, shoe polish, or insoles (for hygiene reasons).

9. Contact Us for Returns Support

For return, exchange, or refund assistance, contact our team:

• • WhatsApp / Call: 0725379543
  • Email: Davivashoes@gmail.com
  • Store Address / Returns Drop-off: Mombasa Road, Syokimau. Nairobi, Kenya.
  • Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM EAT