FAQ

How to shop

1.     HOW DO I MAKE A PURCHASE?
Shopping at STILETTO REVOLUTION is easy:

1. If you know what you are looking for, use the APPAREL, BAGS, SHOES etc links. You can also shop directly by designer.
2. Once you have found an item, select your size and click on the 'ADD TO SHOPPING CART' button underneath each item.
3. Review the items in your shopping bag by clicking the 'SHOPPING CART' link at the top of the page. You can use the 'REMOVE’ link to delete items from your shopping cart.
4. Click on 'PROCEED TO PURCHASE' to complete your order.

2.     DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
No, you can shop at STILETTO REVOLUTION without creating an account. However, register with us and you'll be able to enjoy the following benefits through your STILETTO REVOLUTION account:

1. Track your orders and review past purchases
2. Request your return or exchange directly from your account
3. Build a customized Wish List to create personalized outfits that you can email to friends and family. Plus, you can also print your shopping lists and take them wherever you go!
4. Add sold out items to your Wish List so you can see if more stock arrives
5. Save your address and card details so you can shop even quicker next time
6. Manage your account details, address book and email preferences

To create an account, simply click on 'Sign in' and then 'Register now' to fill in your details.

3.     I’VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, click here to change it or follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. For security reasons we are unable to send your password via email.

4.     HOW DO I KNOW THAT THE PRODUCTS YOU ARE SELLING ARE AUTHENTIC?
As an authorized online distributor for all of the designers and boutiques we feature, we unconditionally guarantee that every item we sell is 100% authentic.

Please note that we are unable to comment on the authenticity of any items not purchased through STILETTO REVOLUTION.

5.     WHICH SIZE SHOULD I CHOOSE?
All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'size guide' link which you will find on every product page.

In addition, our customer care team can answer all your questions on sizing and fit - simply email shop@ASTILETTOREVOLUTION.COM for advice.

6.     HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

If the product you want to buy is out of stock, please email customercare@STILETTOREVOLUTION.COM to find out if there is a waiting list for that item (you will need to be a registered user). Waiting lists are only available for current season collections that have sold out, and do not apply to sale items.

You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock.

Online Payment

1.     WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express E-tranzact and Interswitch credit and debit cards. We also off PayPal as an alternative payment solution.

Please note that we do not accept any other methods of payment apart from those listed above.

2.     IS IT SAFE TO USE MY CREDIT CARD ONLINE AT STILETTO REVOLUTION?
At STILETTO REVOLUTION, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system.

       If you prefer, you may place your order by telephone with our Customer Care team.

3.     WHY DO I NEED TO RE-ENTER MY CREDIT CARD DETAILS EVERYTIME I START A NEW TRANSACTION?
For your security, we do not store your credit card information in our systems to discourage potential online delinquency and theft.

4.     HOW DO I REMOVE SAVED CREDIT CARD DETAILS?
There is no need to, we don’t have them on record.

5.     HOW DO I CHANGE CURRENCY?
To change currency, simply click on the 'change' icon on the top left corner of the website and select the flag that represents a currency you are familiar with.

Ordering and Delivery

1.     DOES STILETTO REVOLUTION SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?
Please note that we are unable to deliver to Post Office boxes

2.     HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
By default, product prices are VAT inclusive until you proceed to purchase your order. Duties are then calculated according to your shipping destination and itemized on the Order Summary page.

Most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import duties will be included in the product price. To view the most accurate price for your shipping destination, you will need to select your country (see previous question).

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. As we are unable to advise the amount this may be, we will always seek your confirmation prior to dispatching a DDU order.

3.     DOES STILETTO REVOLUTION SHIP TO MULTIPLE ADDRESSES?
Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact specialorders@STILETTOREVOLUTION.COM for assistance.

4.     HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?
We offer different shipping options to meet your needs as listed below.

        
Please note that deliveries outside Nigeria are shipped via DHL only.

Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.

5.     DO YOU OFFER SAME DAY DELIVERY ?
No.

6.     WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?
Your order will be delivered to you in our luxurious signature camouflage boxes* which not only look fabulous, but make the perfect storage solution! However, London orders will be delivered in STILETTO REVOLUTION carrier bags (unless the gift option has been selected) and shoes will be delivered in the original designer packaging, rather than a STILETTO REVOLUTION box.

If you would prefer reduced or unbranded packaging please select our 'basic packaging' option during checkout - your items will remain adequately protected during transit (this option is not available for London Premier orders).

Keep all your STILETTO REVOLUTION purchases hidden from inquisitive eyes with our 'discreet packaging' option (currently only available for London Premier orders). Your items will arrive in an unbranded, recycled brown paper bag with no indication of what's inside.

            Please note that all sale orders will be shipped in basic packaging.

            *We are unfortunately only able to include one box per order.

7.     IS MY PACKAGE INSURED?
All items are insured against theft and accidental damage whilst in transit from STILETTO REVOLUTION to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

8.     DO I NEED TO SIGN FOR MY ORDER?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

9.     CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

10.    CAN I ADD ITEMS TO AN EXISTING ORDER?
Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

11.    HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

12.    CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.

13.    WHERE IS MY ORDER?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, STILETTO REVOLUTION is not responsible for any delays caused by destination customs clearance processes.

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status. If you are not registered, why not sign up now so you can track future orders?

14.    WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
In the event of receiving faulty or damaged goods, you will be provided with a value amount refund voucher (which may only be redeemed on STILETTO REVOLUTION). Please be aware that it can take up to 10 days for the refund to appear in your account.

15.    DO YOU OFFER A REPAIRS SERVICE?
No

Online Privacy

1.     IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at STILETTO REVOLUTION, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that STILETTO REVOLUTION may use your contact details to inform you of the latest arrivals from your favourite designers and fabulous new services via email. If you would prefer not to receive these updates, please email unsubscribe@STILETTOREVOLUTION.COM.

Please read our Privacy Policy in full.

2.     WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

Registered customers who have cookies enabled will be automatically recognized when they visit STILETTOREVOLUTION.COM - your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your Wish List and then add or move items, register interest for pieces not yet in stock or request item updates without signing in to your account.

When you proceed to purchase you will be prompted to enter your email address and password and review your shipping and payment details before completing your order. Please note that registered customers will be recognized for 14 days. After this time, users will be prompted to sign back in to their account.

Gift Vouchers

1.     WHAT IS THE DIFFERENCE BETWEEN A VIRTUAL GIFT CARD AND A PRINTED GIFT CARD?
A printed gift card can be sent directly to the recipient or delivered to your address so you can give it to them yourself.

A virtual gift card is emailed directly to the recipient and an delivery e-receipt is sent to you for your reference.

2.     HOW DO I BUY A GIFT CARD?
Simply choose from the following options:

Printed Gift Card

1. Choose how much you would like to give
2. Type in the recipient's name
3. Add a personal message
4. You can still amend your gift card details when the item is in your shopping bag
5. Type in the recipient's delivery address (or your address if you would like to give it to them yourself)

            Virtual Gift Card

1. Choose how much you would like to give
2. Type in the recipient's email address
3. Type in the recipient's name
4. Add a personal message
5. You can still amend your gift card details and message when the item is in your shopping bag
6. Email directly to the recipient and an e-delivery receipt will be sent to you

For further assistance please email customercare@STILETTOREVOLUTION.COM or call 0800 044 5700 (UK) or +44 (0)20 3471 4510 (rest of the world), 24 hours a day, seven days a week.

3.     CAN I CHOOSE THE AMOUNT I WOULD LIKE TO GIVE?
Yes

4.     CAN I UPDATE MY GIFT CARD DETAILS ONCE I HAVE PLACED MY ORDER?
If you would like to amend your gift voucher after it has been dispatched, please email customercare@STILETTOREVOLUTION.COM or call +234 (0) 705 617 6013 between 09:00 – 17:00 (GMT+1) Monday - Friday.

5.     WILL I HAVE TO PAY TAX/DUTY ON MY GIFT CARD?
You do not have to pay tax/duty when purchasing a gift card.

6.     CAN I USE A PROMOTIONAL CODE TO PURCHASE A GIFT CARD?
No.

7.     IS THERE A LIMIT ON HOW MANY GIFT CARDS I CAN BUY?
You can purchase multiple gift cards. If you are sending them to the same address, simply change the recipient's details where applicable and keep adding to your shopping bag. If you would like to buy 5 or more vouchers, please email customercare@STILETTOREVOLUTION.COM or call +234 (0) 705 617 6013 between 09:00 – 17:00 (GMT+1) Monday - Friday.

8.     I WOULD LIKE TO ORDER MULTIPLE GIFT CARDS. CAN I SHIP THEM TO DIFFERENT ADDRESSES?
Yes. However, you will need to repeat the purchasing process and pay shipping charges for each address a gift card is sent to.

9.     HOW WILL I KNOW IF MY GIFT CARD HAS BEEN SENT
For both virtual and printed gift cards you will receive a dispatch notification email.

10.    I ORDERED A PRINTED GIFT CARD AND IT HASN'T ARRIVED YET, WHERE IS IT?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status. For further assistance please email customercare@STILETTOREVOLUTION.COM or call +234 (0) 705 617 6013 between 09:00 – 17:00 (GMT+1) Monday - Friday.

11.    I ORDERED A VIRTUAL GIFT CARD AND IT HASN'T ARRIVED YET, WHERE IS IT?
If you have not received a dispatch notification via email, please check your junk/spam folder. Alternatively, please email customercare@STILETTOREVOLUTION.COM or call +234 (0) 705 617 6013 between 09:00 – 17:00 (GMT+1) Monday - Friday.

12.    HOW DO I REDEEM A GIFT CARD?

1. You need to be registered with us to redeem a gift card. If you haven't done so already, sign up for a STILETTO REVOLUTION account
2. Once you are signed in, simply select My Account and under My Gift Cards enter your gift card code to activate it
3. Your gift card amount will then be automatically deducted as payment on your next order
4. Alternatively, you could choose to redeem the gift card on the payment page
5. Please note:
6. If you are placing an order and your gift card exceeds the total order amount, the remaining balance will automatically be added to your STILETTO REVOLUTION account
7. If your order exceeds the value of the gift card, the remaining balance must be paid by credit or debit card. However, if you have existing store credit on your account this can be redeemed for the remaining balance of your order
8. If the remaining balance exceeds the value of your store credit as well, you must pay the remaining balance by credit or debit card
9. You can check your balance and full details of each credit and debit that you have made by signing in, selecting My Account and then My Gift Cards

13.    DO GIFT CARDS EXPIRE?
Gift cards are valid for 12 months from the time of initial activation. You can request an extension of your gift card validation date by emailing customercare@STILETTOREVOLUTION.COM or by calling +234 (0) 705 617 6013 between 09:00 – 17:00 (GMT+1) Monday - Friday.

14.    I CAN'T USE MY GIFT CARD, WHAT SHOULD I DO?
For assistance redeeming gift cards, please email customercare@STILETTOREVOLUTION.COM or call +234 (0) 705 617 6013 between 09:00 – 17:00 (GMT+1) Monday - Friday.

15.    CAN I RETURN A GIFT CARD?
Gift cards are non transferable and may not be returned or redeemed for cash.

16.    CAN I USE MY GIFT CARD TO PAY FOR SHIPPING, DELIVERY AND/OR TAXES?
You can use your gift card to cover all purchasing costs.

For further information about gift cards, please see our Terms and Conditions

Quality Assurance

1. All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.


2. Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.


3. Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.


4. We prefer that items are returned to us via DHL or our STILETTO REVOLUTION Premier service to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. For more details, kindly contact customercare@STILETTOREVOLUTION.com