FAQ

As a Hong Kong-based global e-commerce platform focused on shoes, we’ve compiled answers to 15 common questions to simplify your shopping experience. For further help, email our support team at [email protected].​

• How do I track my order?​

After dispatch, you’ll receive a unique tracking number via email. Use it on our “Track Order” page or your account dashboard to view real-time updates.​

• What if my shoe size doesn’t fit?​

We accept returns/exchanges within 7 days of delivery (shoes must be unworn with original packaging). Start the process via your account or contact support for help.​

• Do you ship to my country?​

We ship to over 150 countries/regions worldwide. Enter your location at checkout to confirm service availability.​

• Are customs duties included in the price?​

No, but we clearly display estimated duties/taxes at checkout—you won’t face unexpected charges upon delivery.​

• How do I know if a shoe is in stock?​

Stock status is shown on each product page. Out-of-stock items can be “backordered” with email alerts for restocks.​

• What if my package is lost or damaged?​

Contact support within 7 days of expected delivery. We’ll arrange a replacement or full refund after verifying with the carrier.​

• Do you offer warranty for shoes?​

Most brands provide a 30–90 day warranty for manufacturing defects. Contact us with photos of issues to start a claim.​

• Can I update my shipping address?​

Address changes are allowed if your order hasn’t shipped. Email support with your order number and new address ASAP.​

• Why was my payment declined?​

Common reasons: insufficient funds, expired card, or billing address mismatch. Check details or try an alternative payment method.​

• How long does a refund take?​

Once approved, refunds take 3–7 business days to reflect in your account (varies by payment provider).​