Returns

1. General Return Eligibility (7-Day No-Reason Return)

Customers may apply for a return or exchange within 7 calendar days from the date of product receipt without providing a reason, subject to the following product intact standards:

• The shoes are unworn, unwashed, and undamaged, with no creases, dirt, scuffs, sole wear, or odor;
• Original shoe boxes, tags, labels, dust bags, accessories, and invoices are complete and unaltered;
• The product is resalable and has not been used for any outdoor or daily activities.

Note: Trial fitting on clean indoor carpet is permitted. Any outdoor wear, obvious sole abrasion, or damage to the original packaging will be deemed as used and non-returnable.

2. Non-Returnable Conditions

The following situations are not eligible for 7-day no-reason return or exchange:

• Products with obvious wear marks, dirt, scratches, sole abrasion, or water stains;
• Missing original shoe boxes, tags, accessories, or damaged official packaging;
• Customized shoes, personalized engraved shoes, and special-order footwear;
• Discounted clearance items, flash sale products marked “Final Sale, No Return No Exchange”;
• Returns exceeding the 7-day valid application period without quality issues.

3. Responsibility & Freight Rules

3.1 Merchant’s Responsibility (Free Return & Exchange)

We take full responsibility and bear all return shipping fees for the following situations:

• Manufacturing quality problems: shoe breakage, glue opening, uneven stitching, defective materials, color difference inconsistent with official pictures;
• Logistics problems: damaged or deformed shoes during transportation;
• Order errors: wrong size, wrong color, wrong style, or missing items delivered by our store.

Customers need to provide clear photos or videos of the problematic product within 48 hours after receiving the goods for verification.

3.2 Customer’s Personal Reason (Self-Paid Freight)

For returns or exchanges due to personal preferences, including but not limited to unsuitable size, uncomfortable fit, dislike of style/color, wrong order, customers need to bear the round-trip shipping fees by themselves.

If the order includes shipping insurance, the refund shall be subject to the insurance company’s compensation rules, and the insufficient part shall be borne by the customer.

4. Exchange Rules for Footwear

• We only support same-style, same-price size or color exchange; cross-style and cross-price exchanges are not accepted;
• If the required replacement product is out of stock, customers can choose to apply for a full refund instead of waiting for restocking;
• All exchange procedures must comply with the product intact standards mentioned above.

5. Official Return Process

1. Submit Application: Customers shall submit a return/exchange application on the official mall order page, fill in the return reason, and upload product photos as required;
2. Official Review: Our customer service team will review the application within 1-2 working days and inform the return address;
3. Return Shipment: Please send the product via regular logistics, freight collect (pay on delivery) packages will be rejected directly;
4. Fill in Tracking Number: Complete the logistics tracking information on the order page after shipment;
5. Refund Processing: We will inspect the returned goods within 1-3 working days after receipt. A full refund will be issued via the original payment channel for qualified returns. The actual arrival time depends on the payment platform’s processing rules.

6. Rejection of Return Application

Our store reserves the right to reject return requests and return the goods to the customer at the customer’s expense if:

• The returned shoes are worn, damaged, stained, or unable to be resold;
• The original packaging and accessories are incomplete or severely damaged;
• The product is artificially damaged, disassembled, or used improperly;
• The return application is overdue and fails to provide valid proof.

7. Dispute Resolution

In case of any dispute over returns, quality problems or freight charges, both parties shall resolve the issue through friendly negotiation first. If negotiation fails, the dispute shall be settled based on official order records, logistics records, customer service chat records and real product verification materials.