Customer Help?

In this section you can find answers
to the most frequently-asked questions regarding the conditions of sale and our services

NKASIOBI truly hopes that you and your beloved ones are safe and in good health. We’re working to develop specific actions in line with local regulations, monitoring updates on COVID-19 provided by the World Health Organization (WHO) and local government agencies.

How can we help?



General questions and answers that are frequently asked about our Products.

How do I know if an item is in stock?

Most items shown are in stock unless otherwise stated. For each product, you can see its size availability. If you are able to select your size, then the item in that size is in stock.

Where can I find size and fit advice?

When on a product detail page, click on ‘Size Guide’ on the product details page to view our conversion chart.

Are you going to have my size again?

Please email us at to be notified if an item is coming back in stock.

Is there a warranty?

We do not offer a warranty on our products, but we will consider damages on a case by case basis. Please contact our customer service team in the case of a damaged or faulty item. Email us at

Can I reserve a product to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag does not reserve it.

Are products sold on the site authentic?

We guarantee the authenticity of all products purchased from NKASIOBI.COM


General questions and answers that are frequently asked about Payments.

Which currencies can I shop in?

The currency that you shop in is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

Which payment methods do you accept?

NKASIOBI accepts the following payment methods:

Credit Card: Visa, MasterCard, Discover, American Express.

PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. To register for a PayPal account, visit

Can I use multiple methods of payment?

We only accepts one form of payment per order.

When will I receive my refund?

We will always try to be as swift as possible; however, sometimes refunds can take up to 14 working days to process depending on your bank or payment provider. Payments will be refunded to the original payment method excluding the cost of shipping. Once your refund has been approved by our team, you will receive an email notification.

Can I buy a gift card online?

At this time, we do not offer virtual gift cards.

Shipping & Delivery

General questions and answers that are frequently asked about shipping and delivery.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

How much will I be charged for shipping?

Shipping costs will vary depending on the size, weight and destination of your chosen items. As indicated at the time of purchase and by the order confirmation email, you are responsible for any and all shipping costs associated with the delivery. Once you are at checkout, the shipping fee will show above the total cost. Shipping fees may vary depending on the shipping method of your choice.  All relevant delivery options available for your order and to your destination will be displayed at checkout. For last minute purchases, Express delivery is available to most destinations.

Is signature required upon delivery?

Yes. With some of our high-value producs, we require a signature upon delivery. Someone must be at the delivery address to sign for the package.

Returns & Exchanges

General questions and answers that are frequently asked about returns and exchanges.

What is your returns policy?

Please refer to our Returns and Exchanges page for this information HERE

How and when will I be refunded?

Refund of returned product will go back to the original form of payment. Processing returns can take up to 3-6 business days while refunds can take up to 14 working days to process depending on your bank or payment provider.

How do I package my item for return?

Your items must be returned in the original packaging, including any boxes, hangers, or tissue. Any designer packaging such as authenticity cards, dust bags, and leather tags must also be returned as they are considered part of the product. Footwear and accessories must be returned unmarked and unscuffed in the original undamaged boxes provided and inside a protective shipping box. If the item comes with a security tag, this must be left on. If removed, the item will not comply with the Returns Policy and will not be refunded.

How can I return or exchange a faulty item?

All items are quality controlled and checked for faults before they are shipped to customers. Should you receive an item that is not in perfect condition please contact our Customer Service team at

Can I exchange or return an item gifted to me by someone else?

No, the order must be returned and the payment will be refunded to the original cardholder’s account. A new order will then need to be placed.

My Account & Orders

General questions and answers that are frequently asked about My Account and Orders.

I forgot my password – what should I do?

Under ‘Log In’ click ‘Forgot Password’. You will be asked to re-enter your email address so that we can send you a temporary password. Once you log back in, you will be able to reset your own password.

How do I modify an existing order?

Please email our team at

When will my card be charged?

Your card will be charged at the time of purchase.

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service team as soon as possible to cancel or make changes to an order.

How will I know if you have received my order?

After you place your order, you will receive an email acknowledging that we have received your order. This does not mean that your order has been confirmed yet. Only after your credit card details have been approved, your delivery address has been verified, and the items have been located, will your order be accepted and shipped. You will then receive another email confirming your order.

If any of your desired items are unavailable from our warehouse, we will inform you as quickly as possible of the out-of-stock pieces and your payment for the item(s) will not be processed or will be refunded.

Can I get my purchase gift-wrapped?

We do not gift wrap purchases at the moment; however, our packages come with exclusive branded packaging.

Emails & Contact

General questions and answers that are frequently asked about Emails and Contact.

How do I receive NKASIOBI email updates?

Stay updated with new arrivals and promotions by entering your email address where it says "JOIN OUR NEWSLETTER" at bottom of the page. You will then be subscribed to our newsletter. Preferences can be managed in ‘My Account.’