This website, www.deeperthancouture.com (the "Site"), is owned and operated by DEEPER THAN COUTURE LTD a company duly incorporated under the laws of the Federal Republic of Nigeria with Corporate Affairs Commission registration number RC 1833768 and having its registered office at 8, IGBEI ROAD, AUCHI, EDO STATE, NIGERIA ("Deeper Than Couture", "we", "us", or "our").
This Return, Exchange & Refund Policy sets out the post-sale terms applicable to all retail purchases made through the Site. By placing an order with Deeper Than Couture, you confirm that you have read, understood, and agreed to be bound by this Policy.
1. DEFINITIONS
• “Local Orders” means orders delivered to addresses within the Federal Republic of Nigeria (fulfilled primarily via GIG Logistics or our designated priority dispatch).
• “International Orders” means orders delivered outside the Federal Republic of Nigeria (fulfilled primarily via DHL Express).
• “Working Days” means Monday through Friday, excluding Saturdays, Sundays, and official public holidays in Nigeria.
• “Quality Control (QC)” means the physical inspection conducted by Deeper Than Couture specialists to verify that returned garments meet luxury hygiene and condition standards.
2. MANDATORY 48-HOUR NOTIFICATION WINDOW
To initiate a return or exchange, you must notify our Client Concierge via email at concierge@deeperthancouture.com within forty-eight (48) hours of confirmed delivery (as recorded by GIG Logistics or DHL Express tracking).
Your notification must include your Order Number, the item(s) concerned, the reason for the request, and clear supporting photographs (or unboxing video where reporting transit damage). Strict compliance with this 48-hour notification window is a condition precedent to eligibility for any exchange, Store Credit, or refund.
3. RETURN DISPATCH TIMELINES
Once your request receives preliminary return authorization from our Client Concierge, the item(s) must be dispatched back to our designated fulfillment hub within:
• Local Orders (Nigeria): Five (5) Working Days from the original delivery date via GIG Logistics (or an approved tracked courier).
• International Orders (Worldwide): Fourteen (14) Working Days from the original delivery date via DHL Express (or an approved tracked express courier).
Returns dispatched outside these timeframes without prior written authorization may be declined upon arrival and returned to you at your expense.
4. CONDITION OF RETURNED PIECES & SECURITY TAGS
Every Deeper Than Couture piece undergoes strict Quality Control before dispatch. To qualify for an exchange or refund, returned items must be:
• Strictly unworn, unwashed, and unaltered, in their exact original condition;
• Free from any signs of wear, fragrance/perfume, deodorant, makeup, body oils, smoke, stains, or snags; and
• Returned with all original Deeper Than Couture security tags/ribbons, woven labels, branded dust bags, luxury boxes, garment bags, and authenticity cards intact and attached.
Important: Where a garment is fitted with a Deeper Than Couture tamper-evident security tag or ribbon, removing, cutting, or tampering with that tag immediately voids return and exchange eligibility. Please try on garments carefully indoors over clean underlayers before removing any tags.
5. NON-ELIGIBLE / FINAL SALE ITEMS
For hygiene, exclusivity, and craftsmanship reasons, the following items are strictly non-returnable and non-refundable (except where verified to have a manufacturing defect upon arrival):
• Archive Sale, seasonal markdown, or promotional pieces marked Final Sale;
• Bespoke, custom-tailored, altered, or personalized garments;
• Intimates, bodysuits, underwear, swimwear, socks, eyewear, and jewelry; and
• Digital or physical Gift Cards.
6. RETURN SHIPPING & CUSTOMS DECLARATIONS
• Return Shipping Costs: Return courier fees (via GIG Logistics or DHL Express) and insurance during return transit are the sole responsibility of the Customer, except where Deeper Than Couture dispatched a defective or incorrect item.
• International Return Customs: International Customers returning items must clearly declare the shipment on the commercial invoice/waybill as "Returned Goods — No Commercial Value." Any Nigerian re-import customs duties, clearance charges, or taxes levied on Deeper Than Couture due to an improper courier declaration by the Customer will be deducted from the resulting exchange credit or refund.
7. QUALITY CONTROL (QC) INSPECTION
All returned pieces are inspected by our Quality Control team within three (3) Working Days of receipt at our warehouse. If a garment shows any sign of wear, scent, damage, or missing tags/packaging, it will fail QC, will not qualify for exchange or refund, and will be shipped back to the Customer at the Customer’s expense.
8. EXCHANGES & STORE CREDIT
As a limited-production luxury fashion house, Deeper Than Couture prioritizes size/piece exchanges and Platform Store Credit for change-of-mind or sizing requests:
• Exchanges: Subject to stock availability, approved exchange pieces are dispatched within two (2) to three (3) Working Days for Local Orders (via GIG Logistics) and five (5) to seven (7) Working Days for International Orders (via DHL Express). Applicable outbound re-shipping fees and any upward price difference must be settled prior to dispatch.
• Store Credit: Where your preferred size is sold out or you prefer flexibility, we will issue a digital Deeper Than Couture Store Credit equal to the purchase price of the returned garment (excluding original shipping fees). Store Credit is non-transferable, non-redeemable for cash, and valid for six (6) months from the date of issue on deeperthancouture.com.
9. REFUNDS (VIA PAYSTACK)
Monetary refunds apply strictly where:
1. An eligible returned product passes QC inspection, is unavailable for exchange, and a refund is expressly approved under this Policy;
2. An order is validly cancelled prior to processing/dispatch within the cancellation window; or
3. Deeper Than Couture is unable to replace a verified defective, damaged, or incorrect item in accordance with applicable law, including the Federal Competition and Consumer Protection Act (FCCPA).
Refund Processing:
• Approved refunds are reversed strictly to the original payment method used at checkout via Paystack. We cannot route refunds to alternative bank accounts or third-party cards.
• Once initiated on Paystack, please allow seven (7) to fourteen (14) Working Days for your issuing bank or card network to reflect the funds in your account.
• Original outbound shipping fees, DHL customs duties, import VAT, and clearance fees are non-refundable, unless the return is the direct result of an error by Deeper Than Couture.
10. FAULTY, DAMAGED, OR INCORRECT ITEMS
In the rare event that your order arrives with a manufacturing defect, transit damage, or an incorrect item/size, you must email concierge@deeperthancouture.com within forty-eight (48) hours of delivery with clear photographic/video evidence and all tags still attached. Upon verification, Deeper Than Couture will arrange complimentary return pickup/shipping via GIG Logistics or DHL Express and provide a priority replacement or a full refund (including original shipping charges).
11. ORDER CANCELLATIONS & UNCOLLECTED SHIPMENTS
• Order Cancellations: Orders may only be cancelled within twenty-four (24) hours of placement, provided the order has not yet been processed, packed, or handed over to GIG Logistics or DHL Express. Once a waybill/tracking number is generated, the order cannot be cancelled.
• Uncollected & Refused Shipments (Demurrage & Return Fees):
o Where a Local Order routed to a GIG Logistics terminal or doorstep fails delivery due to an incorrect address, unreachable phone number, or failure to collect within three (3) Working Days of arrival notification, any carrier demurrage/storage fees and re-delivery charges will be borne by the Customer.
o Where an International Order shipped via DHL Express is refused at destination or abandoned at customs due to non-payment of import duties/taxes, all return freight charges, customs penalties, and original shipping fees incurred by Deeper Than Couture will be deducted from any applicable Store Credit or refund.
12. CONTACT US
For return authorizations, exchange requests, or post-sale inquiries, please contact our Client Concierge:
DEEPER THAN COUTURE LTD (Trading as DEEPER THAN COUTURE)
Registration No.: RC 1833768
Attn: Attn: Client Concierge & Quality Control
Registered Address: 8, IGBEI ROAD, AUCHI, EDO STATE, NIGERIA.
Email: concierge@deeperthancouture.com
Telephone / WhatsApp: +2349133000228
Website: https://deeperthancouture.com
