Return & Exchange Policy

Return & Exchange Conditions

• Intact & Unworn Commodity:
  • Footwear: Unworn, with original soles free of scuffs, stains, or dirt; original tags, shoe boxes, dust bags, and care guides intact. Soft-soled shoes must retain their original insole shape without compression; casual shoes must be free of creases from wear.
  • Customized Items: Can only be returned or exchanged if there are serious manufacturing defects (e.g., wrong insole thickness, defective arch support, incorrect size); no return or exchange for non-quality issues (e.g., change of preference, incorrect foot measurement submission).
  
  
• Defective Commodity: With quality or safety problems (e.g., sole separation, broken stitching, insole detachment, slip-resistant outsole failure, product not meeting CPSC safety standards), or wrong delivery (style/model/size/color inconsistent with the order).

Non-returnable & Non-exchangeable Items

• Footwear that has been worn (with scuffed soles, stretched uppers, compressed insoles, or odor) or with missing tags, shoe boxes, or dust bags.
• Damages caused by personal reasons (e.g., scuffing casual shoes on rough surfaces, compressing soft-soled shoe insoles due to overuse, exposing shoes to water or harsh chemicals).
• Final sale items (marked as "Final Sale" on the product page, typically clearance or discounted casual/soft-soled shoes), no return or exchange.
• Personalized items with unique customizations (e.g., orthotic insole adjustments, custom color matching) unless defective.

Return & Exchange Process

1. Submit Application: Call the customer service hotline or submit a request via the website’s return portal, provide the order number, product problem description, and clear photo/video evidence (including defects, original packaging, and tags). The customer service will review your application within 2 business days and issue a Return Authorization (RA) Number after approval. Returns without an RA number will be rejected.
2. Return Goods: Send the goods together with original packaging to the designated U.S. return address. We recommend using a trackable shipping service (e.g., USPS First-Class Mail) with protective padding to prevent insole compression or shoe deformation during transit. For defective or wrong items, we will provide a prepaid shipping label; for personal reason returns, you will bear the shipping cost.
3. Review & Processing: After receiving the goods, we will conduct a detailed quality and condition inspection (including sole scuff checks, insole shape verification, and stitching durability tests) within 3 working days, adhering to CPSC standards.
   • Quality/Safety Problems/Wrong Delivery: After passing the inspection, we will process the return or exchange for you. For returns, we will refund the full amount (including original shipping fees); for exchanges, we will ship the replacement item within 2 business days.
   • Return/Exchange for Personal Reasons: After passing the inspection (and confirming unworn/unused condition), we will process the return or exchange for you. A 12% restocking fee will be deducted from the refund amount (to cover inspection, cleaning, and repackaging of eligible products), and shipping costs are non-refundable.
   
   
4. Complete Return & Exchange:
   • Refund: The refund will be returned to your original payment method within 3-5 business days after inspection.
   • Exchange: We will send the replaced goods to you via standard shipping free of charge; expedited shipping is available at an additional cost for urgent needs.