FAQ
Q: Do I need to create an account to place an order?
A: No, you can place an order as a guest without account registration. However, creating an account allows you to track order status, save shipping addresses, view purchase history, and easily manage future orders. You can also subscribe to updates on new arrivals and exclusive offers through your account.
Q: Can I modify or cancel my order after payment?
A: You can request modification or cancellation only if the order has not been processed (usually within 24 hours of payment). Once the order enters the processing or shipping stage, modifications or cancellations are no longer available. For customized shoes (e.g., personalized slippers, custom-sized heels), cancellations are not allowed once production starts.
Product Related
Q: How to choose the right shoe size?
A: A detailed size chart is provided on each product page, including foot length, width, and corresponding shoe sizes for different regions. We recommend measuring your foot length (from heel to toe) and comparing it with the size chart to select the appropriate size. If you are between two sizes, you can refer to the product description for sizing suggestions (e.g., sneakers tend to run true to size, high heels may run half a size small).
Q: Are the product colors consistent with the pictures?
A: We strive to present product colors accurately, but slight differences may exist due to display device resolution, lighting conditions, and shooting angles. Such color differences are normal and do not constitute quality issues. You can refer to customer reviews and real-shot photos (if available) for a more realistic reference.
Q: Do you offer customized shoes?
A: Yes, some products support customization, such as personalized printed slippers, custom-sized high heels, and sneakers with custom color matching. Customizable products will be marked on the product page, and specific customization options and processes are detailed in the product description. Note that customized products have a longer production cycle and are non-returnable except for quality defects.
Shipping & Delivery
Q: What is the order processing time and delivery period?
A: For in-stock products, order processing takes 1-3 business days (excluding weekends and holidays). Domestic standard shipping takes 3-7 business days after processing, and expedited shipping takes 1-3 business days. International shipping usually takes 7-15 business days after processing. Customized or pre-ordered products require 5-10 business days for processing, with specific times indicated on the product page.
Q: How to track my order?
A: Once your order is shipped, a shipping confirmation containing a tracking number and carrier link will be sent to your email. If you have an account, you can also log in to "Order History" to check the real-time shipping status. If you don’t receive the tracking information within the estimated processing time, please check your spam folder first.
Returns & Refunds
Q: What is the return policy?
A: You can request a return within 30 days of delivery, provided the shoes are unused, with no wear on the outsole, no stains on the upper, and all original packaging, tags, and accessories are intact. Customized products, final sale items, and shoes damaged by improper use are not eligible for return, except for quality defects.
Q: Who bears the return shipping cost?
A: If the return is due to product quality defects (e.g., broken soles, loose stitching), wrong size/style, or shipping damage, the return shipping cost is borne by the seller. If the return is due to personal reasons (e.g., change of mind, incorrect size selection), you need to bear the return shipping cost, and the original shipping fee is non-refundable.
Payment
Q: What payment methods are accepted?
A: We accept various secure payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and mainstream digital payment platforms. All payments are processed through a secure third-party payment system to ensure the safety of your payment information.
Q: Why was my payment declined?
A: Common reasons include insufficient account funds, incorrect payment information (e.g., wrong card number, expiration date), expired card, or the card issuer blocking the transaction for security reasons. Please check your payment information and account status, or try an alternative payment method.