48-Hour Exchange Policy

What you can exchange for

• The same shoe in a different size — free, no questions.
• A different pair of the same value — free. If it costs more, you pay the difference; if it costs less, we refund the difference by M-Pesa.
• A pair with a genuine defect — replaced, and we cover the delivery both ways.

How to start one

1. Message us on WhatsApp with your order number and a photo of the pair — or email support@ecadcollections.com with the same, if you would rather have the exchange agreed in writing.
2. We confirm the size you need is in stock and hold it for you the same day.
3. Bring the pair to Horizon Business Centre, Ronald Ngala St, Nairobi, or the rider swaps it at your door for the standard delivery fee.

What we cannot take back

Pairs worn outside, pairs with dirt or wear on the sole, and pairs brought in after 48 hours. Not because we want to be difficult — those pairs can no longer be sold as new to the next customer.

Refunds

We exchange rather than refund by default. If we cannot find you a pair you are happy with, we refund by M-Pesa to the number that paid, within two working days.

Not sure about your size before ordering? Use the size guide first — it saves everybody a trip.

Turned down for an exchange and think we got it wrong? Write to support@ecadcollections.com with your order number. A person reads every one of those.