Return & Refund Policy

IMPORTANT: SHIPPING 2021 (updated)

Due to the COVID-19 pandemic and high demand season (Christmas 2021), many countries have been restricting cross-border travel and reducing air freight routes to the US, EU, AU, and other regions.

When your package arrives in the destination country (the US), the tracking will take longer than expected to get further updated due to a dire shortage of workers transporting and scanning packages at local carriers’ facilities including USPS. Packages may take an additional 1-2 weeks to arrive in your destination states due to the limited amount of air routes at this time.


By placing an order, you have confirmed that you have read, understood, and accepted theses following policies.

We stand behind the quality of our products and guarantee our workmanship. Any defects or errors on our part will result in a replacement at no charge.

Due to all our products are made-to-order so we typically do not accept returns or exchanges due to user errors such as incorrect selection of sizes, designs, colors, etc.

Please be informed that our products are customized and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor’s display.

Hence, please allow the 20% difference between the advertised images and the actual item you received.

RETURNS

We accept return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item).

Item(s) must be returned together with proof of purchase.

To complete your return, we require a receipt or proof of purchase. Please contact our support team via [email protected] for more information. Please be informed that you have to pay the return shipping fee.

REFUNDS (if applicable)

No refunds will be issued under any circumstances beyond our reasonable control such as delivery delays caused by the Covid-19 pandemic

Our policy lasts 7 days from the date that you receive your product from us. If 7 days have gone by since the delivery of your purchase, we can’t offer you a refund or exchange, unfortunately.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time (5 business days) before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged or our faults in production and shipping. If you need to exchange it for the same item, send us an email at [email protected] Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.

WHICH EVIDENCE SHOULD I SUBMIT FOR REPLACEMENT?

Submitting all pieces of evidence to clarify shipping/product error is very important to our return/replacement process.

Please note that all required pictures must be sent. Otherwise, we cannot provide return/replacement items.

Wrong product shipped

Please send some pictures as proof, which include:

  • Picture of the wrong product you received
  • Picture of the shipping label.

Size issue

Please send the picture as proof:

  • Picture of the shipping label.
  • Photo measure the size of the product with a ruler.
  • The tag size on the outsole
  • The length of the insole measured by a ruler (as the image below)
  • Picture of the product you received

Broken/ Damaged items:

Please send some pictures as proof, which includes:

  • Picture of the broken item
  • Picture of the shipping label.

CANCELLATIONS

If you change your mind about your purchase, please sending us an email to [email protected] and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.

Please be informed that a management and transaction fee (1.5% of your total order value) will be applied for the cancellation.

Full refund only applies to switching orders. Once you place new orders, our system will automatically cancel old orders and refund 100%.

At Christmas & New Year Season please make sure to choose the right shipping option.

Contact Us:

  • Email: [email protected]
  • Address: Vietnam Address: 25 Cu Chinh Lan, Khuong Mai, Thanh Xuan, Hanoi, 100000, Vietnam.
    US Address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273, USA.