Returns Policy
At our company, customer satisfaction is our priority. We are committed to providing high-quality footwear and reliable service. However, if you are not completely satisfied with your purchase, you may request a return, exchange, or refund in accordance with the policy described below.
Please read this policy carefully before submitting a return request.
1. Return and Exchange Period
Customers may request a return or exchange within 30 days from the date the shoes are delivered.
If you are not satisfied with the shoes you received, please contact our customer service team through our website or support email within the 30-day return period to submit a request.
After receiving your request, we will review and verify your order information, purchase record, and shipping details. Once the information has been confirmed, we will provide instructions for the next steps of the return or exchange process.
Requests submitted after 30 days from the delivery date may not be accepted unless otherwise required by applicable law.
2. Conditions for Returns or Exchanges
To ensure product quality and fairness to all customers, returned shoes must meet the following conditions:
The return request must be submitted within 30 days of delivery.
The shoes must be unused and unworn outdoors.
The shoes must be returned in the same condition in which they were received.
The original shoe box, packaging, tags, and accessories must be included.
The shoes must not show signs of wear, dirt, damage, or alteration.
Proof of purchase, such as an order number or receipt, must be provided.
We recommend trying on the shoes indoors on a clean surface to check the size and comfort before deciding whether to keep them.
If the returned shoes show signs of outdoor wear or damage, the company reserves the right to reject the return or apply a partial refund depending on the condition of the item.
3. Items Not Eligible for Return
The following items may not be eligible for return or exchange:
Shoes that have been worn outdoors
Shoes returned without the original shoe box or packaging
Shoes that show visible wear, dirt, creases, or damage
Clearance or promotional items marked as “Final Sale”
Customized or personalized shoes
Products returned after the 30-day return window
If you are unsure whether your item qualifies for return, please contact our customer service team before sending the product back.
4. How to Request a Return
To request a return or exchange, please follow the steps below:
Contact our customer support team through our website or email.
Provide the following information:
Order number
Product name or model
Reason for return
Photos of the shoes (if applicable)
Our support team will review your request and reply with return instructions.
Please do not send the shoes back without receiving authorization from our customer support team. Unauthorized returns may not be accepted.
Once your request is approved, we will provide the correct return address and shipping instructions.
5. Exchange Policy
If you would like to exchange your shoes for another size, color, or model, you may submit an exchange request within 30 days of receiving the product.
After verifying the order details and shipping information, our customer service team will confirm whether the exchange can be processed.
If the exchange is approved:
The original shoes must first be returned to us.
After we receive and inspect the returned item, the replacement product will be shipped.
Please note that exchanges are subject to product availability. If the requested replacement item is unavailable, we may offer:
a refund, or
an alternative product.
6. Refund Policy
After we receive and inspect the returned shoes, we will notify you of the approval or rejection of your refund.
If approved:
The refund will be issued to the original payment method used for the purchase.
Refund processing usually takes 5–10 business days, depending on your bank or payment provider.
Please note that the exact time required for the refund to appear in your account may vary depending on your financial institution.
7. Return Shipping Costs
Unless the return is due to an error on our part, customers are responsible for the return shipping cost.
We will cover the return shipping cost if the return is due to:
a defective or damaged product
an incorrect item shipped by us
a product that is significantly different from the product description
In such cases, please contact our customer support team and provide clear photos or videos showing the issue.
8. Damaged or Incorrect Items
If you receive shoes that are damaged, defective, or incorrect, please contact our customer support team within 7 days after delivery.
When contacting us, please provide:
your order number
a description of the issue
clear photos or videos of the product
After verification, we will arrange a suitable solution, which may include:
sending a replacement pair
issuing a partial or full refund
providing other reasonable compensation.
9. Late or Missing Refunds
If you have not received your refund yet:
Please check your bank account again.
Contact your credit card company or payment provider.
Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact our customer service team for assistance.
10. Contact Us
If you have any questions about this Return, Refund and Exchange Policy, please contact us:
Email: [email protected]