Returns Policy

As a Hong Kong-headquartered global shoe e-commerce platform, we aim to make returns straightforward for every customer. Below are 15 key details about our return policy; for further assistance, email our support team at [email protected].​

  1. What’s the return window?​

We accept returns within 7 calendar days of the delivery date—ensure you initiate the process before this deadline.​

  1. What are the return conditions?​

Shoes must be unworn, unwashed, and in original condition (with tags, packaging, and dust bags intact). Damaged or used items won’t be accepted.​

  1. Are exchanges available?​

Yes—you can exchange for a different size/color (if in stock) instead of a refund. Exchanges follow the same 7-day window as returns.​

  1. How to start a return?​

Log into your account, go to “Order History,” select the order, and click “Initiate Return.” You’ll receive a return authorization (RA) number via email.​

  1. Do I need an RA number?​

Yes—write the RA number on the outer package. Packages without an RA number may be delayed or rejected.​

  1. Who covers return shipping costs?​
  • If the return is due to our error (e.g., wrong size, defective item), we’ll reimburse your return shipping fee.​
  • For change-of-mind returns, you’ll bear the shipping cost.​
  1. How to get shipping cost reimbursed?​

Email support with your RA number and a copy of the shipping receipt—we’ll credit the amount to your original payment method.​

  1. Can I return sale/discounted items?​

Most sale items are eligible for returns, except those marked “Final Sale” (clearly indicated on product pages).​

  1. What about defective shoes?​

Report defects (e.g., broken soles, loose stitching) within 7 days of delivery. Email support with photos—we’ll arrange a free return and full refund/exchange.​

  1. How long does a refund take?​

Once we receive and inspect the return (usually 3–5 business days), refunds are processed within 7 business days. The timeline depends on your payment provider.​

  1. Will I get a full refund?​

Yes—we refund the full product price (excluding original shipping fees, unless the return is our fault).​

  1. Can I return gifts?​

Gifts can be returned, but refunds will go to the original purchaser. The recipient can contact support with the order number to initiate the process.​

  1. What if my return is lost in transit?​

Keep your return shipping tracking number—if the package is lost, provide the tracking info to support, and we’ll assist with claims.​

  1. Do you accept international returns?​

Yes—international customers follow the same process, but note that customs duties/taxes for returns are not reimbursed.​

  1. What if I miss the return window?​

Late returns may be accepted at our discretion, but a 20% restocking fee may apply. Email support to explain your situation before sending.​